Technically minded and analytical professional with extensive experience in application support, service delivery management, and IT project administration. Solid history of innovation and success in providing core IT infrastructure services, leading smooth and seamless transition into production, identifying areas for process and performance improvement, and managing production systems. Adept at administering and delivering technical projects on time and within budget using by using ITIL, CSI, and SIP methodologies. In-depth knowledge and operational understanding of front and back-office requirements, IT infrastructure, release management disciplines, and life assurance and pensions products. Expertise in defining business requirements, designing innovative business solutions, resolving application and infrastructure incidents and issues, and overseeing all stages of system development lifecycle.

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Boris Berovic borisb@nedbank.co.za • +27833273078
• Johannesburg, South Africa
Problem and Event trending Management
Technically minded and analytical professional with extensive experience in application support, service
delivery management, and IT project administration.
Solid history of innovation and success in providing core IT infrastructure services, leading smooth and seamless
transition into production, identifying areas for process and performance improvement, and managing production
systems. Adept at administering and delivering technical projects on time and within budget using by using ITIL, CSI,
and SIP methodologies. In-depth knowledge and operational understanding of front and back-office requirements, IT
infrastructure, release management disciplines, and life assurance and pensions products. Expertise in defining
business requirements, designing innovative business solutions, resolving application and infrastructure incidents and
issues, and overseeing all stages of system development lifecycle.
Areas of Expertise
 Infrastructure Development &
Management
 Compliance & Regulatory Review
 Operational Excellence & Leadership
 ·System Implementation & Support
 Requirements Gathering &
Analysis
 Quality Assurance & Control
 Project Planning & Execution
 Vendor & Supplier Management
 ITIL Service Delivery
 Business Process Outsourcing
 System Integration & Migration
 Team Training & Leadership
Career Experience
Service Recovery/Nedbank LTD, Sandton, South Africa 2001 – Present
Major Incident and Problem Management | Event & Incident Trending, 2018 – Present
Evaluate operational requirements and generate solutions to manage high-impact outages and increase customer
satisfaction. Develop and successfully lead team to meet performance goals. Review critical elements of
incident/event response and management system to ensure participation of every member. Direct support teams and
executives by presenting findings in monthly review meetings with relevant support areas, including presenting
shortfalls and documenting actions. Manage high-impact problems and incidents until closure recognizing root cause.
Utilize correct resolution codes and close incidents within SLA time. Close all business requests with root cause
regularly and add new closure codes within three months under investigation. Write and add resolution code to cater
to different types of power outages.
 Enhanced Skype and Voice incidents to agreed SLA of 85% from sub 80s% to well over 90% within seven
months.
 Minimized the number of incidents logged from average of 280 logged incidents to 28 per month.
 Concentrated on weekly sessions for Namibia Network vendor and Nedbank Namibia with "Paratus Network
Support" Credit Innovation Division.
Employee and Customer Experience Management, 2017– 2018
Conducted initial client analysis and evaluation to initiate research process. Provided assistance to group technology
executives in enhancing operations and addressing problems to provide excellent customer service. Collaborated
with internal stakeholders for trending and monitoring of service improvements.
 Developed brand ambassadorial culture as well as healthy competitive environment for personnel.
 Recognised methods that assessed and increased quality and efficiency of services, technologies, and processes
for customer by comprehending MOT, escalations, analysing metrics across entire service lifecycle, and
implementing improvement initiatives.
Continuous Service Improvement Manager, 2016– 2017
Designed new employee evaluation process, resulted in significant performance improvements. Aided information
and technology executives in optimizing operations and fixing disputes to maximize customer experience. Drove

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service improvement and increased service delivery via campaigns from less than 80% to more than 90% SLA within
a year.
 Increased end-user experience SLA from 82% to 95% within year by utilizing service improvement plans.
 Boosted service requests from 86% to over 90% for 10 consecutive months.
 Raised access to non-standard websites from 24% to 91% within 5 months by using ITIL, CSI (Continuous
Service Improvement), and SIP (Service Improvement Plan) methodologies.
Output Management Centre Manager, 2001– 2016
Supervised, mentored, and assessed 49 employees in printing, mailing, and dispatching departments. Organized
schedules and examined employee performance, including printing, inserting, and dispatch operators.
 Developed annual savings of R 60 million by executing new optimised processes and decreased wasted
resources.
 Integrated printing and mailing departments that saved 20% time to print and mail.
Service Delivery Manager, 1999 - 2001
Delivered an exceptional level of service to each customer by listening to their concerns and providing optimal
solutions.
Supported Operational IT Management in improving operations and resolving issues to deliver top-notch customer
service.
 Improved batch jobs through cross team initiatives by 30 minutes.
 Initiated Network redundancy by introducing a backup link.
 Automated the process of generating Customer Financial and SLA reports.
Education
Diploma in Leadership Development Program
Gordon Institute of Business Science, Johannesburg
Certifications
ITIL V4 Foundation Course Certificate, Foster-Melliar, iSolve Learning Solutions Johannesburg
Certified Lean Specialist – Udemy
Certified SQL Masterclass for Data Analytics – Udemy
Certified Master Six Sigma Methodology – Udemy
Certified Data Science with R and Python – Udemy
Certified SaaS Marketing Metrics Managers and Founders – Udemy
Volunteer Experience
Kairos prison ministry in South Africa (Baavianspoort prison)
Kids school ministry within the church (Urbanlife-Midrand) for four years
Master of Ceremony at functions including Nedbank I&O reward and recognition functions
Occupational Health & Safety