Operational/Client Delivery Manager
(from November 2015 to March 2016)
This role was overall accountability for delivering reliable and sustainable technical services, outcomes and solutions in line with the contract services of the assigned client portfolio. The role supported the operational success of Managed Services (MS) through deployment of scalable, consistent and clear operational processes and systems within the client’s environment; consistent with Managed Services practices.
With my extensive experience in an infrastructure/ICT business environment I managed all operations support teams providing 24-hour support within the South Australia region, with a customer base of 1400. The role manages and were responsible for the delivery of services in the following areas included but not limited to End User Compute, Centralized Compute, Connectivity, Security, Monitoring, major Incident management and Reporting.
Lead End User Services
(from September 2014 to August 2015)
The role initially started off by managing and facilitates the successful transfer of service ownership from the existing outsourced Service Provider to the internal Operational End User Services Team. These transitioned services included AD Administration, OS and Application support, Level 1 Network and server support, Security management, Hardware lifecycle management, Asset management and Software Distribution.
Main role was to lead the End User services team and managing the Service Desk. Accountable for IS Service Delivery Execution and Technical support of all end user services.
I was also responsible for the delivery of service to business for the whole of IS of which include reporting (monthly Scorecard, weekly SLA deliverables and daily call management).
Seconded to Transition Lead
(from June 2013 to August 2014)
The role was to manage and facilitate the successful transfer of service ownership from the existing outsourced Service Provider to the internal Operational Platform Teams. These services included Communication, Compute, Storage, Data Protection and Security environments.
Service Delivery Specialist and Planning Coordinator
(from March 2009 to June 2013)
The role comprised of managing all Corporate IT related functionalities on the mine. It included Planning and Managing IM Service Delivery, System Changes, coordinated small projects and operational upgrades and improvements. Also coordinated and plan maintenance schedules and ensured delivery on schedule within budget. I was also responsible for the delivery of service to the business for the entire IS of which included reporting (monthly Scorecard, weekly SLA deliverables and daily call management).
(from October 2005 to February 2009)
Managed the delivery of the contracted services, to ensure customer satisfaction with the provided services and achieving the relevant financial and business objectives.
With my extensive experience in an infrastructure/ICT business environment I managed all operations support teams providing 24-hour product and application support. I managed operations within the Mpumalanga region, with a customer base of 6000. These customers were serviced utilizing and managing 40 support analysts. These analysts fulfil the duties in the Back office (Network, Security and Server support), Service Desk (Remote support for all Incident and Requests) and Field support.
Transition Lead and Operational manager
(from April 2005 to September 2005)
Seconded to assist in the creation of the National Service Desk located in Midrand Johannesburg, created the NOCC front office and managed the Operations activities for 6 months.
With my experience in creating a regional service desk, I utilized my skills to assist with the creation and transition of the NOCC. We centralized all resources from the local regional service desks to one central location.
Service Desk manager
(from January 2003 to March 2005)
Utilized various skills and experience to lead the service desk whom given support remotely to customers located across Mpumalanga, South Africa. Lead a team of 14 support analysts who supported and maintain AD Administration, OS and Application support, Network and server monitoring, Security management, Asset management and Software Distribution.
Field Service, Platform Specialist
(from January 1990 to December 2002)
My career started in the ITD department whereby I supported and maintained AD Administration, OS and Application, Network and Novell Servers, Security management, Asset management and Software Distribution.
(from January 2005 to July 2010)
IWFSA – Senior Management Certificate
(from January 2009 to December 2009)
ITIL V3 Foundation
(from June 2008 to June 2008)
ITIL V3 Foundation
(from January 1996 to February 2003)
(from January 1990 to December 1992)
Electrical Engineering: Light Current