Sales Support Team Lead

• Jul 2022 - Present

Service Desk Team Lead

• Jul 2018 - Jul 2022

Service Desk Coordinator

• Feb 2017 - Jul 2018

Operational and Application Support

• Jun 2013 - Jan 2017

Business Owner

• Jul 2011 - Dec 2012

Owned and operated a mechanical workshop and petrol station. Owned and operated a mechanical workshop and petrol station.

ERP Application Support Analyst

• Aug 2007 - Aug 2011

Primary function: To professionally respond to and manage service requests as per the SLA and to provide a high level of customer service focus.Main Tasks:• Escalate all Critical Business issues in accordance within defined process, priority and area of responsibility, to minimize downtime on Chubb Businesses including potential performance issues with service providers (internal/external).• Keep customers informed of the call status at the agreed-upon time frames.• Perform root cause analysis on frequently occurring issues of a similar nature.• Implementation of business enhancement/improvement solutions to the production environment • Regular system maintenance of production environments to ensure optimal performance• Documenting new and ongoing review of support procedures• Cross training with Business Analysts • Providing after hours support• Ensure all procedures documented and adhered to are in line with Sarbanes Oxley (SOX) guidelines ITIL Specifics:• ITIL Certified in 2004 (HP).• Re-aligned helpdesk processes based on ITIL principles and documented procedures• Assisted with introduction of Change Management to all areas of IT and documented procedures• Encouraged and provided training in basic ITIL principles across IT Teams• Assisted with and re-aligned helpdesk software to reflect the best practices adopted• Setup of clear roles and responsibilities Audit (SOX) Specifics:• Conducted SOX audits periodically for Helpdesk, Desktop, System Administration (UNIX and Windows servers) and Application Support • Worked with SOX Manager and external auditors periodically with review of SOX requirements and criteria• Collected sample paper trail of user administration for access into network and applications and tested against criteria• Reviewed processes for each team and tested against criteria• Reviewed any failures and corrected related processes to ensure future successes• Submitted exemptions where required

IT Helpdesk Manager

• Feb 2005 - Aug 2007

Primary function: To provide technical and operational leadership to the Help Desk team, ensuring that the agreed business S.L.A. targets are met or exceeded and to ensure that ITIL processes in place are adhered to.People Management: • Provide training to new members of staff on a one on one basis• Ensure support staff has relevant information to provide support to customer efficiently.• Encourage and motivate the support staff to achieve the service level agreements.• Perform one-on-ones with the team on a monthly basis. • Liaise between support staff and senior management with regards to career progression/development where opportunities arise.• Encourage and initiate cross training with other support teams for support staff to further develop skills in areas of interest.• Act as escalation point for Incident Management to support staff for all urgent and critical issues within the business. • Resolve human resource issues within the support team.ITIL Specifics:• ITIL Certified in 2004.• Re-aligned helpdesk processes based on ITIL principles and documented procedures• Assisted with introduction of Change Management to all areas of IT and documented procedures• Encouraged and provided training in basic ITIL principles across IT Teams• Assisted with and re-aligned helpdesk software to reflect the best practices adopted• Setup of clear roles and responsibilities Audit (SOX) Specifics:• Conducted SOX audits periodically for Helpdesk, Desktop, System Administration (UNIX and Windows servers) and Application Support • Worked with SOX Manager and external auditors periodically with review of SOX requirements and criteria• Collected sample paper trail of user administration for access into network and applications and tested against criteria• Reviewed processes for each team and tested against criteria• Reviewed any failures and corrected related processes to ensure future successes• Submitted exemptions where required

Service Desk Enablement Analyst

• Mar 2004 - Mar 2005

Primary function - Accountable for the delivery of Service Desk Enablement services with a primary focus on developing, reviewing, approving Service Desk related processes across all Service Desk Customers. Provide operational leadership in the areas of Process Architecture as per ITIL principles, Infrastructure & Tools Administration, Standardization of Tools, and Continual Improvement Plans to meet agreed service levels and assist with enablement tasks relating to Bids, Due Diligence and Transitions of new customers.

Account Delivery Specialist (Helpdesk Manager)

• Jan 2003 - Mar 2004

Team Leader looking after a team in providing technical support to specific outsourced customers.Involved in the setting up of a new Service Desk Team for the implementation of the Southcorp account which was a new client to HP.Attend meetings with other Account Delivery Specialists/Team Leaders from other support groups (eg: networks, systems) and the Accounts Delivery Managers on a weekly basis. Liaison between HP Management and Customer Management staff.Provide reports to the customer on a monthly basis. Weekly reports for service desk agents from all support groups to perform progress checks on all open cases.Liaise with higher management; customers and service desk agents to ensure support is being delivered smoothly.Participated in the project for the new SOE roll-out. Created customized reports based on requests by the Project Manager; implemented short term change in work process for the purpose of the pilot phase.Create case defaults (scripts) in EWM (call tracking tool) to improve the efficiency and effectiveness of the service desk agents to log calls and aid with troubleshooting as well as to obtain consistent/relevant information that will assist second level teams if the problem is not fixed at first level.Participate in the EUS Social Club as a committee member and helped to organize monthly social events, raffles, etc within the Service Desk to help improve morale amongst team members.

Account Delivery Specialist - Multiple customers

• Dec 2000 - Jan 2003

Team Leader looking after a team in providing technical support to specific outsourced customers. Dec 2000 – Nov 2001: ADS for MWS (Managed Web Services) Nov 2001 – Dec 2002: ADS for Huntsman Sept 2002 - Jan 2003: ADS for Huntsman and Olex Create, maintain and update web site for the Service Desk Agents. Involved in projects for the accounts/clients managed as well as projects for other accounts/clients managed by other Account Delivery Specialist. Attend meetings with other Account Delivery Specialists/Team Leaders from other support groups (eg: networks, systems) and the Accounts Delivery Managers on a weekly basis. Liaised with HP Management and Customer Management staff. Provide reports to the customer on a monthly basis. Weekly reports for service desk agents from all support groups to perform progress checks on all open cases. Liaise with higher management; customers and service desk agents to ensure support is being delivered smoothly. Participated in a series of TCE (Total Customer Experience) workshops for Huntsman to improve the quality of service provided. Huntsman has since become a referenced account from a non-referenced account within 6 months of the program being implemented. Participated in the project for the new SOE roll-out. Created customized reports based on requests by the Project Manager; implemented short term change in work process for the purpose of the pilot phase. Create case defaults (scripts) in EWM (call tracking tool) to improve the efficiency and effectiveness of the service desk agents to log calls. This is to help with troubleshooting and to obtain consistent/relevant information that will assist second level teams if the problem is not fixed at first level. Participate in the EUS Social Club as a committee member and helped to organize monthly social events, raffles, etc within the Service Desk to help improve morale amongst team members.

Service Desk Agent

• Sep 1999 - Dec 2000

Primary function: Provided 100% phone based helpdesk/service desk services to outsourcing customers to agreed service levels. Incident management: 1st level problem resolution on products/services (applications listed under the Support Matrix). 2nd level technical support for limited range of software (eg: some customised business applications), Ms Office. Third Party call coordination Ensured 100% call/case-logging via Remedy EWM. Performed in accordance with Service Level Agreements Problem management and solving techniques with attention to detail and contributed to service improvement projects Strive for efficiency and effectiveness by improving processes operation and committed to completing tasks per plan Ability to instill confidence in customer by taking control and restoring normal service operation as quickly as possible with minimal impact to the business Classify incidents by identifying the reason and hence the corresponding resolution action Assess criticality of service, in terms of business operation, and number of users affected to determine impact and urgency Ensure incidents are progressed through to resolution in timely manner Provide timely updates on incident progress and follow through on commitments. Recognise when escalation is required, and manage the process, ensuring customer and HP contacts are informed at the appropriate times. Own incidents/problems through to closure and ensure customer confirmation/satisfaction