Experience

• 

  Reflex Solutions

  • South Africa
  • IT Services and IT Consulting
  • 100 - 200 Employee

  • Training and Development Manager

    • Oct 2020 - Present

  • Service Desk Manager

    • Mar 2018 - Oct 2020

    I am responsible for the administration and management of the service desk which provides support to our clients for all our products and services. Management and administration tasks include ensuring processes, policies and systems are implemented and optimally used, leading and directing the work of others in service desk support activities and ensuring service level targets are achieved.

• 

  Integr8SA

  • South Africa
  • IT Services and IT Consulting
  • 100 - 200 Employee

  • Senior Manager Service Management

    • Jun 2017 - Feb 2018

    Ensures SLA's are implemented and monitored according to client specific contract and Nerve Centre Instruction BookletsManage and maintain 3rd party service providers/vendors that provide supporting services and productsCustomer Service Management by effective call management regarding incidents/changes/requests loggedManage the Problem Management Processes and proceduresOwns reporting and recommendations on operating efficiencies and improvementsResponsible for customer experience feedback/reporting and analysisResource Management of staff in departmentImproving processes and procedures to provide superior service delivery to customers

  • Service Level Manager

    • Mar 2016 - May 2017

    • Ensures SLA's are implemented and monitored according to client specific contract and NIB • Accountable for the measuring and management of SLA targets and service coordination• Manage working relationship with Partners and 3rd party vendors that provide supporting services and products• Meets with vendor, discusses current issues, and makes sure that expectations are aligned• Handles all issues and development in the area of Vendor Management• Development and improvement of key processes between Integr8 partners and 3rd party vendors• Manages internal control environment, document control objectives, and control design• Retains evidence of control activity • Investigates non-compliance• Owns reporting and recommendations on operating efficiencies and improvements• Define all operating processes for the functional area

  • Call Centre Manager

    • Dec 2011 - Mar 2016

    • Manage the Nerve Centre (Call Centre/Customer Care Centre)• Manage all client inquiries• Manage resources on site• Manage the service delivery to clients• Manage the resources in the Nerve Centre• Ensure Service Level Agreements do not violated on the call system • Incident Management• Problem Management• 3rd Party Management

• 

  Elegante Evvento Studio (Event Management Business)

  • Pretoria Area, South Africa

  • Elegante Evvento Studio CEO

    • Aug 2006 - Dec 2015
    • Pretoria Area, South Africa

    Events Management

• 

  CTU Training Solutions (Pty) Ltd

  • Campus Manager Pretoria

    • Jan 2008 - Aug 2011

    Education planning, execution, coordinating, organising

• 

  BNI

  • Member

    • 2010 - 2011

    I was a committee member and I represented my event management business on this global business forum.

• 

  SANDF

  • Wonderboom, Pretoria

  • Senior Officer (Lt Col)

    • Jan 1992 - Dec 2008
    • Wonderboom, Pretoria

    I had different positions during my 16 years in the SANDF as a signal corp officer.I have been involved in the IT field in the SANDF from Training, Project Management and Product System Management.