Experience

Praxis Computing

• South Africa
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Service Manager and Project Manager

  • Aug 2016 - Present

  IT company providing niche software, software development, financial systems, business intelligence solutions and network implementation and management.Currently working in a dual role which encompasses project managing the implementation of supply chain management and responsibility for the customer service support functions.Service Desk ManagerResponsibilities:• Manage a team of eight support desk staff and three team leaders who support the City of Tshwane, Buffalo City, and eThekwini municipalities on the supply chain management solution and ICASA on the document management system.• Manage the overall desk activities. The support team handles ±1500 enquiries a month.• Manage all external client issues and handle all communication between Praxis and the clients.• Early detection, analysis and reporting of any potential significant impacts to business activity.Achievements:• Motivated a change to a new call logging system to replace the existing call logging system which was inflexible and inefficient. The new system improved work processes and allowed the support department to offer a better service to clients.Project ManagerResponsibilities:• Management and execution of the Supply Chain system – Praxis SCM-Web. • Reporting directly to the COO.• Management of a project team including Business Analysts, Developers, and support consultants.• Business Process Analysis, Design and Mapping.• Plan and facilitate Quality Assurance Testing of all supply chain management solutions. • Facilitate business JAD sessions.• Facilitate and execute user acceptance testing and end-user training. Achievements:• Managed to bring in the project with the eThekwini Municipality on time and budget despite the client asking for a major change to the original specifications shortly before the deadline.• Delivered the Buffalo City and Tshwane projects on time despite many changes to the specifications that various stakeholders at the clients asked for.

• Implementation Specialist

  • Jun 2013 - Aug 2016

  Responsibilities:• Meeting with clients together with the Business Analysts after the sale of the system, to collect information required to customize software systems and then liaising with the Developers.• Installation and customizing of systems based on clients’ individual needs and specifications and ensuring that it is integrated successfully with existing software systems.• Liaison with clients during the implementation and customization process.• Detailing all customizations in a specialized document.• Working closely with the Project Managers and ensuring that the project team is aware of key deliverables and project milestones.• Testing of updates and system changes. • Training of users so that clients get the best out of the software.• Quality assurance.



Elim Hospital

• User Support

  • Jun 2009 - Jul 2009

  Responsibilities: Install new programsInstall printersMaintenance of systemsPerform user supportAssist with technical problemsImplement user accountsProvide software support (anti-virus) Responsibilities: Install new programsInstall printersMaintenance of systemsPerform user supportAssist with technical problemsImplement user accountsProvide software support (anti-virus)