Monique Van Der Westhuizen

Experience

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  First Technology

  Jan 2006 - Apr 2008

  Helpdesk Co-ordinator

  • Filing documents, conducting banking transactions, placing orders, overseeing workshop operations, and recording minutes in meetings.• Logging of call and requests. • Providing assistance with obtaining quotations.• Liaising with customers personally and telephonically.

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  T-Systems

  May 2008 - Dec 2008

  Request Co-Ordinator

  • Logging and managing requests from clients concerning IMACD.• Ensuring effective communication, follow-up and feedback of requests, as well as prompt closure of resolved requests.• Maintaining positive working relationships between clients, asset management, and support teams.• Liaising with clients and technical staff in various environments.• Performing various administrative duties.

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  Gijima

  Jan 2009 - Apr 2014

  IMAC Co-Ordinator

  • Facilitating the administration of requests and incidents in order to answer inquiries concerning IMACD.• Monitoring and providing feedback on requests according to predetermined standards and protocols.• Establishing and preserving a positive professional relationship with the customer, and overseeing the technical personnel on a daily basis.• Contributing to projects such as the Printer Audit Project, Secdom Project, and BDP Project.• Furnishing quotes to clients and assisting with the updating of software profiles and variables in SPS.• Recording minutes in OPS meetings and pursuing Ricoh/vendor concerning printer issues. Show less

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  Dimension Data

  Apr 2014 - Feb 2024

  Dimension Data, Cape Town, South Africa​Mar 2021 – PresentChange control owner –• Attending Change Advisory Board meetings every week, examining all change control requests that are put forth, and giving out final reports to all applicable stakeholders. • Strong focus on developing and implementing strategies for process improvement, risk mitigation, and control maintenance, by levering ITIL principles.• Responsible for developing, documenting, and maintaining operational procedures and process flows.• Ensure that organizational policies and procedures are being followed and regularly updated.• Log and submit requests for onsite engineering support.• Providing all necessary supporting documentation for all change control related activities in the environment.• Continuous review of current process to align with business requirements and service improvements.• Assisting with various administrative duties arranging functions & ordering office supplies setting up meetings. Show less • Handling of Incidents and Requests & SRS Requests utilizing the CA Unicentre Managing Tool.• Provide assistance to Clients in responding to inquiries concerning feedback on all Requests and Incidents.• Attend meetings weekly regarding stats and feedback.• Monitoring the Engineers on a consistent basis to ensure that Requests are accurately maintained.• Generating daily reports and logging calls in the IT Service Management system.• Furnish team members with training to guarantee they are well-versed in change management and reporting.• Send out weekly standby Rosters and assist with various administrative duties (arranging functions & ordering office supplies setting up meetings) Show less

  • Change control Owner

    Mar 2021 - Feb 2024

  • Service Desk Analyst

    Apr 2014 - Mar 2021
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  GLS Supply Chain Equipment

  Aug 2024 - now

  System Administrator