Talk to sales Try for Free
Thula Miya

Thula Miya

Followers of Thula Miya1000 followers
location of Thula MiyaPretoria Metropolitan Area

Connect with Thula Miya to Send Message

Connect

Connect with Thula Miya to Send Message

Connect

  • Timeline

  • About me

    Service Delivery Manager @ Comsol Networks | ITIL® 4 Foundation CPD

  • Education

    • AXELOS

      2020 - 2020
      ITIL® 4 Foundation CPD IT Management

      ITIL 4 ables me provide a practical and flexible basis to support organizations with their IT and digitally-enabled product and service delivery. It is a solid foundation of best practice, from which organizations can innovate and digitally transform. Moving from traditional process-led delivery, the update focusses on co-creating value collaboratively between the organization and stakeholders. It also looks at ITSM, development, operations, business relationships and governance in a holistic… Show more ITIL 4 ables me provide a practical and flexible basis to support organizations with their IT and digitally-enabled product and service delivery. It is a solid foundation of best practice, from which organizations can innovate and digitally transform. Moving from traditional process-led delivery, the update focusses on co-creating value collaboratively between the organization and stakeholders. It also looks at ITSM, development, operations, business relationships and governance in a holistic way, ensuring all functions across the organization are working towards common objectives. Show less

    • EXIN International school of IT management

      2012 - 2012
      ITIL version 3 ITSM Customer Relationship Management

      ITIL Foundation Ver 3

    • New Forest High

      1992 - 1995
      Matric Ex: Prefect

      First Black Prefect in history of the school started 1955

    • University of South Africa/Universiteit van Suid-Afrika

      2012 - 2013
      Programme in Strategic Management NQF6 Business, Management, Marketing, and Related Support Services

      Strategic Planning/FormulationStrategic ImplemantationStrategic Control

    • University of South Africa/Universiteit van Suid-Afrika

      2007 - 2008
      Programme in Human Resources NQF6 Human Resources

      o The Human Resource Functiono Training and Developmento Human Relations[Organisational Behavior]o Labour Relations

    • University of Cape Town

      2017 - 2018
      IT Management Business systems & data , Mobile and Cloud computing, Security, IT Management methodologies and too

    • University of the Witwatersrand

      -
      Leaders in Digital Business Organizational Leadership

      Activities and Societies: Technology, Business Leadership, Customer Experience, Business Finance, Project Leadership, Digital Marketing

  • Experience

    • Telkom

      Jan 1998 - May 2016

      Running day to day Corporate Call Centre functions, maintaining Service Level , Average handle time /Hold time , staff issues - SALT, Performance development , Training , staff motivation, dealing with policy implementation/deviations , creating and maintaining a clear Vision for the future.Chasing company targets creating /increasing value for our shareholders The Administration of necessary processes, manual and automated to effectively perform dispatches, maintenance and provisioning of the Telkom network Transmission/Switching systems e.g. 2MEG, ISDN-PRI, SDHL etcAnalysing of tech perfomance data Handling of escalations, handling of complaints , serving as liaison between techs and other business units .Perform monthly SHE inspections / investigationsHIV Peer Educator Digital Enhanced Cordless Tele Surveyor , installer & maintenance [DECT], Digital pair gain systems in rural and peri-urban areas , ISDN .Perfomance of Store duty, stats , ordering & trackingSHE representative involved in monitoring and investigations

      • Corporate Call Centre Operations Manager

        Sept 2011 - May 2016

      • Field tech co-ordinator : Administrator

        Jan 1998 - Sept 2011

      • Field technician

        Jan 1998 - Apr 2001

    • BCX

      May 2016 - Mar 2019
      Technical Operations Manager

      Led a team of 20 Customer Engineers who provided diagnostic, testing, tracking , escalation , dispatching using a range of specialized systems focusing on critical technology such as Metro Ethernet, VPNS, Martis, Diginet, ISDN-pri , 2MEG etc. Inbound/Outdound UIP Contact Centre TelephonyBusiness Convergence Systems BCC & Mercury/MaslowKPI's ATTR TargetsSLA ManagementEscalationsTesting of all Service TypesStaff Scheduling / Shift RosterQuality management >Processes>EtiquetteService Management LiaisonStaff Leave ManagementSAP Shift management>Remuneration>overtimeSAP Staff records maintenanceStaff motivation Show less

    • Comsol Networks

      Jun 2019 - now

      Service Delivery Custodian of customer communication in the NOCPerformance of NPS(Customer Experience)surveys analysis and implementation of a resulting service improvement strategy.Continuous improvement in incident management and integration of the incident management process with other IT Management processes for the NOC.Management of KPIs and SLAs Dealing with Outsourced partners.Field operations scheduling.Handling escalationsRFO reports Monthly Service Review Reports & their Presentation to StakeholdersManagement of CRM systems. Management of the NOC Alert DashboardChairing Labour Disciplinary Meetings.Chairing Labour Grievance Meetings. Show less

      • Service Delivery Manager

        Apr 2024 - now

      • Assurance NOC Manager

        Jun 2019 - Apr 2024

  • Licenses & Certifications

  • Volunteer Experience

    • Health and Safety Representative

      Issued by Telkom on May 1999
      TelkomAssociated with Thula Miya