Experience

Thinkproject

• Germany
• Software Development
• 200 - 300 Employee

• Service Delivery Manager

  • Jan 2022 - Present

  In this role I manage four teams (Support, Training, Technical communication, and Professional Services). I oversee a variety of tasks, such as leading projects, upskilling of staff, monitoring progress, tracking KPIs, and making sure teams reach their targets / budgets. I liaise with key contacts within our major customers, as well as potential new customers. I strive to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. By understanding their needs, I drive towards new and extended implementations of the RAMM SAAS asset management solution, including the integrations with other business critical applications. Show less

• Support and Operations Manager

  • Sep 2016 - Dec 2021

  My primary duties include:* Management of the Support Desk for NZ, Aust and Fiji* Involvement with licence management in Hosting Manager* Development of Support Team knowledge and skills* Be the main point of contact for certain key clients regarding Support ticket management * Liaison with BAs, internal Consultants, Dev Manager and affected clients regarding scheduling of Development tickets* Client communications regarding software releases, scheduled and unscheduled hosting outages* Providing licence quotes to clients/prospects * Managing the charging of consulting fees for services/work completed that falls outside the scope of “Support” as defined by our licence agreements* Sundry office admin tasks relating to office supplies Show less



Triquestra New Zealand Ltd

• New Zealand
• Embedded Software Products
• 1 - 100 Employee

• Channel and Account Manager / Implementation Consultant

  • Jul 2014 - Aug 2016

  Support mass account support and maintenance retention targets Co-ordinate planned communications with customers including distribution of customer newsletters, release documentation and special notices.Renew support and maintenance contract among client portfolio and directly with customers of channel partners.Ensure support is managed through the correct process and handle escalations.Act as escalation point for debt collections.Support for key Accounts.Establish and maintain a relationship with a portfolio of channel partners.Maintain up to date channel sales forecast and channel sales reports.Host regular phone based meetings with partners including formalized pipeline and forecast review.Pass leads onto appropriate partners within the network.Assist partners with specific information relevant to their prospects, licencing, pricing and collateral.Co-ordinate supporting demos and presentations.Ensure technical queries are managed through the correct process and handle escalations.Learn Triquestra's products thoroughly from a functional and technical perspective.Gather and log all relevant information in order to escalate to development, where required.Perform chargeable upgrades and training service for customers required.Ensure all changes to customer accounts are correctly contracted and documented. Show less

• Implementation consultant

  • 2014 - 2016



Executive PC's

• Klerksdorp Area, South Africa

• Sole Proprietor

  • Jun 2013 - May 2014

  Provide technical support for all issues reported via phone helpdesk and e-mail. Technical support includes troubleshooting computer software and hardware, replacements or upgrades, data migration, archival and backups. Direct technical consultants who provide on site technical support. I have been nominated as a Value Added Reseller for the POS software Ultisales and Argility RMS. That involves demonstations to potential clients in the Retail Industry and a concise site inspection. This is then followed by quotations for the necessary hardware and Software requirements as well as support thereafter. I am actively involved in installing and rebuilding systems, configuring hardware, peripherals, settings and backups according to clients requirements. Successfully managed various projects including the marketing, planning and executing installations for various retail industries including clothing, butcheries, restaurants, hardware stores and grocery stores to name a few. Guiding technicians in their duties while assisting in installations, support, training of Point of Sales software, Local Area Network and general desktop maintenance and support. Show less



Executive Signs

• Klerksdorp Area, South Africa

• Sole Proprietor

  • Aug 2003 - May 2014

  Provide professional assistance to clients to establish their advertising and signage needs to communicate awareness for their business. This includes promotional materials such as advertisements, posters, signage, logos and other visual layouts. Provide professional assistance to clients to establish their advertising and signage needs to communicate awareness for their business. This includes promotional materials such as advertisements, posters, signage, logos and other visual layouts.



CEB Wananchi Systems

• Klerksdorp Area, South Africa

• Branch Manager & IT Support

  • Mar 2005 - May 2013

  Ensure smooth functioning of the technical team ensuring Service Level Agreements are met and the quality targets are maintained. Provide IT and POS solutions to various business environments to maximise effeciency and benefits clients directly. Plan and implement marketing strategies. Directing technicians who provided on-site technical support. Actively involved in the installations, support, and training of the Point-of Sales Software, Local Area Network and general desktop maintenance and support. Planning and managing new projects and installations for clients. Show less



Ronmar Office Equipment

• IT and POS Software support

  • May 1999 - Aug 2003

  General Desktop support and software technician. Installed, trained and supported clients on the following software packages: Pastel (Accounting Package), Dentinet (Dentistry bookkeeping software), Labnet (Dentistry Laboratory Software), Med-e-Mass (Medical bookkeeping software), Ultisales (POS for retailers), LawPLan and ConveyPlan (Attorney software), Microsoft packages. General Desktop support and software technician. Installed, trained and supported clients on the following software packages: Pastel (Accounting Package), Dentinet (Dentistry bookkeeping software), Labnet (Dentistry Laboratory Software), Med-e-Mass (Medical bookkeeping software), Ultisales (POS for retailers), LawPLan and ConveyPlan (Attorney software), Microsoft packages.