André Harmse Email & Phone Number

Isando

Current areas of my responsibility include:⇨ Project Delivery.⇨ Project implementation to enhance and improve technology for clients.⇨ Manage Operational requirements for client base.⇨ Manage on site resources at all client sites.⇨ Adhere to SLA’s to ensure no penalties are imposed.⇨ Implement SIP’s and manage through to resolution.⇨ Budgeting, forecasting and adherence to these budgets.⇨ Customer billing.⇨ Resolving all major issues that on-site managers… Show more Current areas of my responsibility include:⇨ Project Delivery.⇨ Project implementation to enhance and improve technology for clients.⇨ Manage Operational requirements for client base.⇨ Manage on site resources at all client sites.⇨ Adhere to SLA’s to ensure no penalties are imposed.⇨ Implement SIP’s and manage through to resolution.⇨ Budgeting, forecasting and adherence to these budgets.⇨ Customer billing.⇨ Resolving all major issues that on-site managers cannot resolve. Show less

Isando

Current areas of my responsibility include:⇨ Project Delivery.⇨ Manage Operational requirements for client base.⇨ Manage on site resources.⇨ Adhere to SLA’s to ensure no penalties are imposed.⇨ Implement SIP’s and manage through to resolution.⇨ Projects.

Rosebank, South Africa

Current areas of my responsibility include:⇨ TelePresence & Video Conferencing.⇨ MeetMe.⇨ Resources.⇨ Marketing.⇨ Technology: display services, video conferencing & data projectors.⇨ Projects.ACHIEVEMENTS✔ Saved the company ±R16 million in overseas travel which was achieved through ensuring stability and availability of collaboration services.

Rosebank, South Africa

My duties included, but were not limited to:⇨ Actively managing customer service complaints & general perception of IM Service delivery.⇨ Addressing resolution complaints with the Service Desk and relevant service providers.⇨ Driving customer satisfaction improvements by providing insight & recommendations.⇨ Ensuring that quality ICT Customer Service is delivered through Service Providers. ⇨ Managing the bi-annual independent Customer Satisfaction Survey.⇨ Resolving… Show more My duties included, but were not limited to:⇨ Actively managing customer service complaints & general perception of IM Service delivery.⇨ Addressing resolution complaints with the Service Desk and relevant service providers.⇨ Driving customer satisfaction improvements by providing insight & recommendations.⇨ Ensuring that quality ICT Customer Service is delivered through Service Providers. ⇨ Managing the bi-annual independent Customer Satisfaction Survey.⇨ Resolving escalated incidents and addressing customer feedback on IM Services.⇨ Reviewing Service Desk End-User Satisfaction Survey results.⇨ Attending required forums.⇨ Communicating and reporting on resolution of issues and relevant IM Service changes.ACHIEVEMENTS✔ Successfully transitioned the Sasol Service Desk from T-Systems to EOH without a single open incident ticket being lost – roughly 3800 tickets. Show less

Midrand, South Africa

My duties included, but were not limited to:⇨ Aligning with the wider OI and Service Desk in order to drive efficiencies on a process level.⇨ Enforcing the optimal use of tool sets and OI Standards and Governance.⇨ Establishing & improving operational procedures & work instructions.⇨ Establishing and maturing the Support Centre capability and Centre of Excellence.⇨ Evaluating operational efficiencies, trends, work instructions.⇨ Leveraging on best practices for… Show more My duties included, but were not limited to:⇨ Aligning with the wider OI and Service Desk in order to drive efficiencies on a process level.⇨ Enforcing the optimal use of tool sets and OI Standards and Governance.⇨ Establishing & improving operational procedures & work instructions.⇨ Establishing and maturing the Support Centre capability and Centre of Excellence.⇨ Evaluating operational efficiencies, trends, work instructions.⇨ Leveraging on best practices for continuous improvement.⇨ Identifying team training and development requirements.⇨ Ensuring high levels of customer satisfaction, effective implementation of processes across service providers & effective application of documented knowledge.ACHIEVEMENTS✔ Introduced a “Rate Your Colleague” system by facilitating sessions with Service Desk staff where a party in the session can listen to his / her own handling of a call and rate themselves or be rated by his / her peers on the quality of the call. This improved quality of ticket logging on the Service Desk.✔ Assisted in mapping processes in the Sasol printing environment and introduced VLAN’s for the printers to connect to which reduced printer related problems by 34%. Show less

Midrand, South Africa

My duties included, but were not limited to:⇨ Acting as a point of escalation for agents & informing the Front Office Manager of escalations.⇨ Assisting the Incident Coordinator during P1/P2 outages to ensure that all agents are available.⇨ Attending various meetings with Incident Management & internal resolver groups.⇨ Coordinating Service Desk resources to ensure that adequate staffing levels are in place.⇨ Documenting all action plans, interventions & disciplinary… Show more My duties included, but were not limited to:⇨ Acting as a point of escalation for agents & informing the Front Office Manager of escalations.⇨ Assisting the Incident Coordinator during P1/P2 outages to ensure that all agents are available.⇨ Attending various meetings with Incident Management & internal resolver groups.⇨ Coordinating Service Desk resources to ensure that adequate staffing levels are in place.⇨ Documenting all action plans, interventions & disciplinary steps.⇨ Ensuring that agents submit all leave requests on ESS & their timesheets weekly.⇨ Ensuring that all process documentation is in place and stored on T-Share.⇨ Formulating the necessary communications to the team.ACHIEVEMENTS✔ Successfully transitioned the Sasol Service Desk from BCX to T-Systems without any disruption in service.✔ Assisted with the transition of all open incidents that were network related from BCX to BT. Show less

Johannesburg Area, South Africa

My duties comprised of, but were not limited to, providing internal support for Standard Bank staff for all mail related platforms, including: ⇨ Exchange 2003 / 2007.⇨ Office Communicator (OCS).⇨ RightFax.⇨ Blackberry Enterprise.⇨ Lotus Notes.⇨ Planning and implementing the successful roll-out of Lotus Notes into Namibia.⇨ Planning and implementing Blackberry Enterprise to Zambia, Botswana and Nigeria.⇨ Ensuring any hardware or software related outages are… Show more My duties comprised of, but were not limited to, providing internal support for Standard Bank staff for all mail related platforms, including: ⇨ Exchange 2003 / 2007.⇨ Office Communicator (OCS).⇨ RightFax.⇨ Blackberry Enterprise.⇨ Lotus Notes.⇨ Planning and implementing the successful roll-out of Lotus Notes into Namibia.⇨ Planning and implementing Blackberry Enterprise to Zambia, Botswana and Nigeria.⇨ Ensuring any hardware or software related outages are attended to and resolved within SLA’s.⇨ Once Microsoft Exchange RAP - Ensuring duties to fix errors are prioritised and implemented with structured and formal change processes.ACHIEVEMENTS✔ Due to the severe lack of Exchange skills in African countries I successfully took over full Exchange support for all African countries where Standard Bank has a footprint.✔ Successfully migrated Namibia to Lotus Notes, a project that had been incomplete for almost 2 years. The staff member I assigned to the project received a Special Recognition Award for completing the project. Show less

Johannesburg Area, South Africa

B.Comm It Management

Grade 12 (Matric)