Experience

Boxtech IT

• Australia
• Information Technology & Services
• 1 - 100 Employee

• Senior Systems Engineer

  • Jan 2021 - Present



STA Travel

• United Kingdom
• Travel Arrangements
• 700 & Above Employee

• Technical Manager

  • May 2012 - Dec 2020

  My responsibilities as Technical Manager consist of but are not limited to managing and providing functional support of business applications ensuring their high availability in a 24-hour global operating environment; managing server infrastructure within the organisation in order to prevent or minimise the outbreak of major incidents affecting the operations. Likewise, I configure and administer application, lead and complete specific technical projects as well as thoroughly evaluate and implement new software or technologies; provide business solutions to escalated production issues, and forward recommendations, including workarounds and additional software enhancements, to the management; oversee UAT of releases and sign off signifying transition into production, and coordinate with project and development team regarding the implementation of technical releases for business applications. Parts of responsibilities are to prioritise and manage resolution of production defects and support issues whilst overseeing the activities of the third-party application support partners; contribute to the approval process including the scope, creation and implementation of Change Requests within a strict change control process; ensure the reliability of all servers and network hardware, and improve the services and security for STA Travel, both in Australia and New Zealand; provide support of the systems, including incident, problem, change and release management whilst working within established ITIL processes. For skill enhancement and knowledge upgrade, I develop technical materials and conduct trainings, coaching and mentoring sessions for Service Desk employees. Aside from the aforementioned, I collaborate with the technical specialists within the team to resolve outages and/or support issues, and employ troubleshooting skills in the course of a major incidents.



Teleperformance

• France
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Technical Manager

  • Mar 2006 - May 2012

  Being a Technical Manager, it was commitment to work within the domain and supervision of the IT Operations Manager, performing the delegations including the generation and submission of reports on a regular basis. I was expected to provide third line support to users worldwide to maintain full functional reliability and positive customer service, and ensured 99.9% uptime on a Point of Sale system; analyse and/or review outages as well as determine local root causes, and forward recommendations to minimise negative impacts to overall performance; perform related duties such as deployment of software releases, implementation of corrective actions, and management of all IT-related issues. Another, I maintained strong relationships and collaboration with suppliers and stakeholders to ensure effective coordination and execution of action plans. I also managed the team to ensure delivery of service support whilst overseeing configuration management, and ensured the completion of tasks within the specified timeframe.



Intersolve Health Informatics (SITA)

• Cape Town Area, South Africa

• Senior Support Specialist

  • May 2002 - Feb 2006

  As a Senior Support Specialist, I analysed work load and capacity of computer system to evaluate expansions or enhancements. Owing to this, I collected pertinent data, identified and evaluated options, and forwarded recommendations or courses of actions to achieve functional reliability and system objectives. I also performed the following duties: overseeing and maintaining the company’s hardware and software systems, and providing assistance in resolving technical issues concerning software infrastructure; diagnosing and troubleshooting technical issues arising from software integration, and immediately executing resolutions so as not to affect system performance and business operations; carrying out installation and configuration of systems and applications, evaluation and improvement of computer networks within the company, and support to users with their technical enquiries and resolutions to technical problems. For administrative function, I generated reports on a regular basis to be forwarded to management for reference and review.



Computer Foundation

• Cape Town Area, South Africa

• Support Specialist

  • Nov 2000 - May 2002

  Reporting to the IT Operations Manager. My primarily responsibility was specialising in the creation, enhancement and maintenance of enabled Management Information Systems (MIS) to a wide range of customers in government and the private sector. I fulfilled various positions in the Project/IT/Development departments. My responsibilities include: • Website development • Administrating of Windows 2000 & Windows NT Support • Microsoft SQL Database administration • Geographic Information Systems (GIS) • Management Information Systems (MIS)



Self-employed

• Cape Town, South Africa

• Freelance IT Technician

  • Dec 1998 - Oct 2000

  I was self-employed Freelance IT Technician with highly skilled at software installations, upgrades, updates and hardware replacement. My responsibilities include: • Installing IT Systems • Provide Cost Estimates • Testing computers & repairing defect equipment • Upgrading Software • Upgraded Internal & External PC components • Maintained & updated Windows operating systems • Specializes in virus removal and performance tweaks I was self-employed Freelance IT Technician with highly skilled at software installations, upgrades, updates and hardware replacement. My responsibilities include: • Installing IT Systems • Provide Cost Estimates • Testing computers & repairing defect equipment • Upgrading Software • Upgraded Internal & External PC components • Maintained & updated Windows operating systems • Specializes in virus removal and performance tweaks