Experience

• 

  Iridium Business Solutions

  • City of Cape Town, Western Cape, South Africa

  • Systems Implementation & Automation Specialist

    • Mar 2024 - Present
    • City of Cape Town, Western Cape, South Africa

• 

  Ignition

  • Cape Town, Western Cape, South Africa

  • Key Account Manager

    • May 2020 - Jan 2024
    • Cape Town, Western Cape, South Africa

    Key Account Manager for Ignition customers based in the EMEA regionMaintained a portfolio of max 200 customer accounts, with focus on retention and churn reduction and business growthBusiness development – helping our customers to identify business process constraints and make recommendations on how they can improve and growApp Stacking – be the SME for our customers so I can advise on the right app stack required for their practiceSales – grow the MRR rate for Ignition through progressing customers active client count and identifying other areas for growth e.g. new clients / non-vertical marketsDeliver a wide range of webinars to both existing customers along with prospects, and working with industry partners to deliver cross-functional webinars.Presented on stage at the Xero Roadshow in Johannesburg in 2023Generated new business through partnership agreements with enterprise level organisations

• 

  Cloud Integra8

  • City of Cape Town, Western Cape, South Africa

  • Systems Specialist (Cloud Integration)

    • Oct 2019 - Feb 2020
    • City of Cape Town, Western Cape, South Africa

    Providing cloud solutions to SME’s throughout Africa

• 

  Warringtons

  • London, United Kingdom

  • Business Development Manager

    • Jul 2019 - Oct 2019
    • London, United Kingdom

• 

  Cedar Connect

  • Cape Town Area, South Africa

  • Talent Acquisition Specialist (Freelance)

    • Dec 2018 - Jun 2019
    • Cape Town Area, South Africa

    Specializing in DevOps, Development, End User Services and IT Services & Support placements.We focus on understanding the culture and brand personality of our clients to ensure we deliver technically strong individuals with the right cultural fit.

• 

  Hyperion Insurance Group

  • Bedford, Bedfordshire, United Kingdom

  • IT Service Transition and Service Desk Manager

    • Oct 2017 - Apr 2018
    • Bedford, Bedfordshire, United Kingdom

    Operational management of the group Service DeskPeople manager to 12 service desk analystsResponsible for delivering a transformative approach to the operational flow of supportTransitioned disparate group services into a shared services model including service desk, change and problem management processesInitiated an end-to-end process review to bring the service in line with industry standards (ITIL v3 2011)Created a customer engagement process to solicit feedback and quantify our service levels and qualify gapsI left the role due to relocation to South Africa

• 

  Marsh & McLennan Companies

  • Milton Keynes, United Kingdom

  • Team Manager - Global Service Desks

    • May 2015 - Sep 2017
    • Milton Keynes, United Kingdom

    Management of a team 20 first line analysts, with direct line management of 10 peopleProvide day to day management of the Service Desk's operational BAU processesLead, motivate and inspire my team to achieve above their targetsKey stakeholder management with other technology groups and business groupsDeliver CSI initiatives by analysing trends and reporting key Management InformationDeliver monthly business facing service review meetings with key stakeholders

• 

  Network Rail

  • milton keynes, england

  • Senior Configuration Analyst

    • Jan 2014 - May 2015
    • milton keynes, england

    Business service mappingAsset control and auditManagement information reportingKPI creation, implementation and continuous improvement

• 

  HCL Technologies

  • Milton Keynes, United Kingdom

  • IT Service Transition Consultant (SME Lead)

    • Nov 2012 - Dec 2013
    • Milton Keynes, United Kingdom

    I was TUPE'd over to HCL on the 1st November 2012 from Getronics and I was appointed the team lead while the contracted services were being transitioned over to HCL.I spent two months working out of HCL offices in Noida, India to assist with the transition of support services to the new teams and work within Service Design to both setup Service Level Agreements and design Operational Level Agreements.I decided to leave HCL and the Deutsche Bank contract after 14 months of successful transitional activities, and at a point where I was confident the new teams were sufficiently trained and skilled in the systems and processes.

• 

  Getronics

  • Global Implementation Services Team Leader

    • May 2010 - Oct 2012

    Lead a team of 8 service analysts based in three global regions. We were responsible for release and deployment management and associated change management processes.Implemented the change management process for all software releases and subsequent updates.Project managed the transition of minor changes out from the change management process and into request fulfilment.I was required to chair CAB meetings on a weekly basis, reviewing all RFC's in the pipeline to ensure all stakeholders had the relevant visibility of changes. I was also the single point of contact between the vendor and supplier managers.I undertook various people management roles including interviewing and performance management.

• 

  Getronics@Deutsche Bank

  • Service Transition Team Leader

    • Oct 2006 - May 2010

• 

  Computacenter UK LTD

  • Milton Keynes, United Kingdom

  • Service Desk Tier 3 Support

    • Jun 2005 - Oct 2006
    • Milton Keynes, United Kingdom

    Night shift support to BarCap global

• 

  IMServ Europe Ltd

  • IT Support Analyst

    • Jan 2001 - May 2005