Colleen D.
Mid-Level IT Service Monitoring Officer
Open to offersNew to PlatformAbout
Colleen M. is an experienced IT Specialist with a background in banking, telecommunications, and customer service sectors. At Standard Bank, she served as an Operations Officer, overseeing IT equipment delivery and setup for new branches, and managing on-site technicians for systems installations. As an IT Service Monitoring Officer, she was responsible for system monitoring, incident escalation, and after-hours service desk support across platforms like internet banking and business online. Colleen also held roles in quality assurance, ensuring call compliance for IT Service Desk operations, and performed duties as a project manager and technical consultant for companies like MTN Banking and America Online. Her expertise includes using the Microsoft Office Package, project management, and IT troubleshooting within high-demand environments.
Experience
Operations officer
Standard Bank · 2016 — 2017Oversaw project management for new or renovated branch constructions, ensuring IT equipment delivery, setup, and operational functionality. Coordinated the deployment of technicians from TCM, Telkom, and Alarm systems to install or uninstall IT equipment. Conducted site visits to branches across Gauteng to ensure cleanliness and address any IT issues, compiling reports for the regional manager and line managers.IT Service Monitoring Officer
Standard Bank · 2009 — 2016Monitored a variety of systems, including internet banking and online share trading, while identifying and logging incidents through Remedy, Assyst, and IR. Performed hourly checks and tests on systems, managed after-hours IT service desk calls, and created and resolved service incidents. Handled account unlock requests as needed.Quality Assurance
Standard Bank · 2008 — 2009Evaluated call quality to meet SLA requirements, focusing on key parameters impacting system support. Compiled daily, weekly, and monthly reports based on call evaluations, ensured consultants adhered to established quality standards, and met necessary deadlines. Provided feedback regularly and participated in quality meetings, while also mapping KRA and refining performance metrics with specific training recommendations for the training manager.System Liaison Officer
Standard Bank · 2006 — 2008Monitored system performance, escalating issues as needed, and conducted hourly testing checks. Managed after-hours calls related to the system support center, created and resolved incidents, and handled account unlocks and password resets.Inbound Consultant
MTN Banking · 2005 — 2006Facilitated client registration and provided assistance in choosing the appropriate sim cards. Managed outbound calls occasionally, advised clients on increasing limits, and informed them about FICA requirements.Technical Consultant
Quest (Agent)Dimension Data (Building) (Merchants SwordFish project) · 2005 — 2005Received inbound calls from clients in the USA, providing troubleshooting for software issues and client education regarding software usage. Performed software clean-up and adjustments to settings, along with handling password resets.Sales Lady
Electric Express · 2004 — 2004Executed routine housekeeping and prospecting, managed filing, and provided customer service while overseeing sales operations.
Skills & Expertise
Education
- National Diploma in Computer EngineeringPinnacle Business College · 2003 — 2004
- Matric re-writeDube College · — — 2002
- MatricMadibane Secondary School · — — 2001
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