Support Manager

• Jan 2023 - Present

Operations and Process Manager

• Nov 2022 - Dec 2022

At Panda, we are on a mission to democratise mental health and well-being by enabling access to the right care, at the right time. In the Panda app, you will be able to anonymously access: The Bamboo Forest: Join and engage in live sessions with peers for support as well as with mental health experts to better understand a wide variety of mental health topics. Chat Support: Connect 1:1 with a registered counsellor over text who can provide you with personalized support. Life Skills: Watch videos and complete assignments that will equip you with skills that will help you live a more fulfilled life. Progress: Complete assessments which can help you objectively assess how you are doing over time and provide you with more insights into your mental well-being. Mental Health Professionals: such as psychologists, psychiatrists, and many others can easily be accessed through 1:1 virtual consultations via the Booking functionality within the App. Show less

Director Of Operations

• Jul 2016 - Oct 2022

Snapt is a load balancer, web accelerator and WAF that supercharges networks. Snapt develops high-end solutions for application delivery utilizing open-source software. Duties include: Responsible for the efficient and cost-effective management and execution of all operations in the business, with a particular focus on the company's technical operations and technical support team. Acted as the 2IC and right-hand to the Executive Management (reporting to the COO). Execute on projects designed to maximise productivity and performance, including the design of OKRs / KPIs and roll-out of new processes and systems. Steer business results based upon data-driven decisions that align with corporate goals and strategy. Improve processes and policies in support of organizational goals. Manage the support and engineering team, the team responsible for providing support to clients as well as handling client deployments and aspects of product development and testing. Track and monitor deliverables and overall performance of the support and engineering team. Monitor adherence to international and regional rules, regulations and procedures such as GDRP, DORA, HIPAA and SOC2. Interface with the Marketing and Sales teams to ensure a product lead growth and sales strategy. Drive the implementation of new projects and services across the company, recent projects have included SOC2 compliance, CRM migration and the creation of a training platform. Show less

CEO

• Mar 2014 - Jul 2016

Skyrove is South Africa’s largest independent Wi-Fi hotspot network, providing Wi-Fi solutions to businesses and events. Duties included: Create, communicate and implement the organization's vision, mission, and overall direction and new strategy; Lead and oversee the implementation of the company’s long and short term plans in accordance with its strategy; Maintain high quality of governance and ethics for the company. Create an improved and efficient finance function; Communicate effectively with shareholders, employees, government authorities, other stakeholders and the public; Maintain awareness of both the external and the internal competitive landscape, opportunities for expansion, customers, markets, new industry developments and standards, and so forth; Seek potential acquisitions or the sale of the company under circumstances that will enhance shareholder value; Plan the use of human resources through recruitment, restructuring and strategic placement. Show less

Operations Manager

• Feb 2012 - Mar 2014

JuiceIT specialises in developing tailored IT solutions for small to medium businesses in South Africa. The company's unique blend of open and closed source solutions in addition to technical expertise has given customers more flexibility for business development. Duties included: Development of strategic plans for operational activity. Implement and manage operational plans; Support sales and marketing activities; Manage staff, preparing work schedules and assigning specific duties; Determine staffing requirements, and interview, hire and train new employees, or oversee those personnel processes; Manage support and installation teams within the company; Show less

Technical Manager

• Jan 2011 - Feb 2012

Skyrove is South Africa’s largest independent Wi-Fi hotspot network, providing Wi-Fi solutions to businesses and events. Duties included: Implement and design new technical procedures; Manage technical department and staff; Solution and network design; Project management; Large scale Wi-Fi deployment; Conference Wi-Fi setup and network management; Strategic planning; ISP consulting; Assisting in new business development Skyrove is South Africa’s largest independent Wi-Fi hotspot network, providing Wi-Fi solutions to businesses and events. Duties included: Implement and design new technical procedures; Manage technical department and staff; Solution and network design; Project management; Large scale Wi-Fi deployment; Conference Wi-Fi setup and network management; Strategic planning; ISP consulting; Assisting in new business development

Focal Point Service Management Center

• Sep 2008 - Oct 2010

Business Process Outsourcing Services for one of the top ten European banks. Duties included:Coordinate Priority One and Major incident processes; Function as a focal point between delivery, service management and third party vendors;Responsible for education and training of delivery teams in IT Service Management best practices related to the account.Coordinate the problem process from request of problems to solution implementedDrive the Post Mortem process with regards to Service Level Failures;Ensure Service Level Agreements, related to incident- and problem processes, Availability, Performance, Root Cause Analysis', SIPs and MIRs are met; Show less

Senior Service desk Agent

• Jan 2008 - Sep 2008

Business Process Outsourcing Services for one of the top ten European banks. Duties included:Troubleshooting using available tooling (active directory, remote assistance.)Logging and dispatching of incoming requests. Monitoring of incidents. Giving feedback about possible solutions to users regarding their incidents.

Senior Service desk Analyst III

• Jan 2007 - Dec 2007

Business Process Outsourcing Services for one of the top ten European banks. Trouble shooting using available tooling and access (LSA rights , domain access and remote assistance); Logging and dispatching of incoming requests; Rotating on-site support; Monitoring of incidents and requests; Escalating incidents based on SLAs; Giving feedback about possible solutions to users regarding their incidents Business Process Outsourcing Services for one of the top ten European banks. Trouble shooting using available tooling and access (LSA rights , domain access and remote assistance); Logging and dispatching of incoming requests; Rotating on-site support; Monitoring of incidents and requests; Escalating incidents based on SLAs; Giving feedback about possible solutions to users regarding their incidents