Anthony Khoali Email & Phone Number

Ontario, Canada

Reporting to the Director and Customer Delivery Executive at CSG and Operations Manager at Freedom Mobile.I am responsible for aspects of client management and governance of Service Management. Managing a team delivering SLAs and milestone based deliverables on target for Operations and Support of the software assets and solutions we provide as an organization to Freedom Mobile a subsidiary of Shaw Mobile. I manage the team that supports the client’s assets and ensure that expected levels… Show more Reporting to the Director and Customer Delivery Executive at CSG and Operations Manager at Freedom Mobile.I am responsible for aspects of client management and governance of Service Management. Managing a team delivering SLAs and milestone based deliverables on target for Operations and Support of the software assets and solutions we provide as an organization to Freedom Mobile a subsidiary of Shaw Mobile. I manage the team that supports the client’s assets and ensure that expected levels of service are achieved and maintained to the agreed levels of quality. Accountable for:• Quality of operations support provided to Freedom Mobile• Deployment of enhancements and fixes into production• Escalations raised by customer stakeholders and their resolution thereof • Wellbeing and morale of the operations team• Providing cost estimates for new projects or customers where applicable• Monthly account delivery reports and project forecasts for executive leadership• Creation of Statement of Work and subsequent schedules as and when required• Maintaining and tracking service delivery SLAs• Realization of the client expected benefits• Successful delivery of the objectives of applicable client programs or internal initiatives• Monitor and track resource utilization against accountable project• Protect margins and project profitability• Facilitating and driving customer solution based training• Customer Service Reviews and tracking of performance indicators• Conducting service improvement initiatives with internal and external stakeholders and or customers• Backing the team technically or strategically as and when required• Plan and manage projects driving successful delivery of project milestones within budget and on time• Build long lasting customer relationships through open communication and collaboration Manage a team located across 3 regions in Cala, Apac and Americas.Adhere to CSG's guiding principles.. Show less

Cape Town, Western Cape, South Africa

Reporting to the Customer Delivery Executive at CSG and Operations Manager at Freedom Mobile.I am responsible for aspects of client management and governance of Service Management. Managing a team delivering SLAs and milestone based deliverables on target for Operations and Support of the software assets and solutions we provide as an organization to Freedom Mobile a subsidiary of Shaw Mobile. I manage the team that supports the client’s assets and ensure that expected levels of service… Show more Reporting to the Customer Delivery Executive at CSG and Operations Manager at Freedom Mobile.I am responsible for aspects of client management and governance of Service Management. Managing a team delivering SLAs and milestone based deliverables on target for Operations and Support of the software assets and solutions we provide as an organization to Freedom Mobile a subsidiary of Shaw Mobile. I manage the team that supports the client’s assets and ensure that expected levels of service are achieved and maintained to the agreed levels of quality. Accountable for:• Quality of operations support provided to Freedom Mobile• Deployment of enhancements and fixes into production• Escalations raised by customer stakeholders and their resolution thereof• Providing cost estimates for new projects or customers where applicable• Creation of Statement of Work and subsequent schedules as and when required• Maintaining and tracking service delivery SLAs• Realization of the client expected benefits• Successful delivery of the objectives of applicable client programs or internal initiatives• Monitor and track resource utilization against accountable project• Protect margins and project profitability• Facilitating and driving customer solution based training• Customer Service Reviews and tracking of performance indicators• Conducting service improvement initiatives with internal and external stakeholders and or customers• Backing the team technically or strategically as and when required• Plan and manage projects driving successful delivery of project milestones within budget and on time• Build long lasting customer relationships through open communication and collaboration Manage a team located across 3 regions in Cala, Apac and Americas.Adhere to the highest levels of integrity, transparency, accountability and passion for service and support of clients. Show less

Cape Town

Reporting to the (Executive) Director/Senior Director, Senior Service Management.As the Manager, Service Management I am responsible for aspects of client management and governance of Service Management. Managing a team delivering SLAs and milestone based deliverables on target for either Operations, Development and/or Support of the software assets and solutions we provide as an organization. Accountable for:• Providing cost estimates for new projects or customers where… Show more Reporting to the (Executive) Director/Senior Director, Senior Service Management.As the Manager, Service Management I am responsible for aspects of client management and governance of Service Management. Managing a team delivering SLAs and milestone based deliverables on target for either Operations, Development and/or Support of the software assets and solutions we provide as an organization. Accountable for:• Providing cost estimates for new projects or customers where applicable• Creation of Statement of Work and subsequent schedules as and when required• Maintaining and tracking service delivery SLAs, • Realization of the client expected benefits, • Successful delivery of the objectives of applicable client programs or internal initiatives.• Monitor and track resource utilization against accountable project.• Protect margins and project profitability.• Facilitating and driving customer solution based training.• Customer Service Reviews and tracking of performance indicators.• Conducting service improvement initiatives with internal and external stakeholders and or customers• Backing the team technically as and when required• Plan and manage projects driving successful delivery of project milestones within budget and on time• Build long lasting customer relationships through open communication and collaboration To establish a trusted and strategic advisory relationship with both client(s) and other go-to-market functions to position the company for future business growth opportunities. Manage a team located across 3 regions in APAC, EMEA and Americas.Adhere to the highest levels of integrity, transparency, accountability and passion for service and support of clients. Show less

Cape Town

• Acts as Mentor to provide leadership and guidance to team• Ensure all support procedures are followed by team• Contribute to support policies and procedures• Contribute to escalation procedures• Provide regular reports to the Manager/Director.• Report status to customers and respond as first level escalation• Perform monthly service reviews with key customers

Cape Town Area, South Africa

• Setup and implement test environments used for validating and testing functionality• Assess legacy systems' functionality and requirements and determine if they are still valid and make recommendations for improvements and implement the changes where and when required• Engage customers to identify requirements for resolving Singleview performance and operational issues• Perform system and oracle database maintenance• Train and mentor staff on Singleview methods of analysis and… Show more • Setup and implement test environments used for validating and testing functionality• Assess legacy systems' functionality and requirements and determine if they are still valid and make recommendations for improvements and implement the changes where and when required• Engage customers to identify requirements for resolving Singleview performance and operational issues• Perform system and oracle database maintenance• Train and mentor staff on Singleview methods of analysis and problem resolution• Train and mentor new staff on Singleview functionality and capabilities• Provide recommendations to management on solutions to present to customers' senior management• Perform code reviews for code changes and CRs• Keep abreast of latest technologies and Business Analysis techniques via published White Papers Show less

Cape Town Area, South Africa

• Analyze perl scripts to identify and resolve coding errors• Analysis of system defects on application releases and Unix environments• Raise Remedy tickets for the resolution of defects• Perform system and integration testing• Write test cases to support new system configuration and functionality• Analyze system defects on application releases and Unix environments• Raise Remedy tickets for defect resolution• Identify TAP Roaming errors and resolve• Configure… Show more • Analyze perl scripts to identify and resolve coding errors• Analysis of system defects on application releases and Unix environments• Raise Remedy tickets for the resolution of defects• Perform system and integration testing• Write test cases to support new system configuration and functionality• Analyze system defects on application releases and Unix environments• Raise Remedy tickets for defect resolution• Identify TAP Roaming errors and resolve• Configure and code new functionality based on external design documentation• Provide after hours support to clients• Train and mentor new staff on SQL for Business Intelligence and Data Analysis• Adhere to SDLC processes and procedures based on best practices• Document business processes and procedures for customers based on new functionality• Compile technical internal design documents for proposed customer business solutions• Provide and implement solutions for new business requirements and functionality for TAP• Manage customer expectations on service delivery for raised issues Show less

Cape Town Area, South Africa

• Resolve high end billing queries and billing process failures• Plan and co-ordinate testing and software patches and upgrades to Oracle and Crystal Reports• Assist sales teams with resolving customer facing problems• Develop policies and procedures for operational duties and month end deliveries.• Fault analysis, troubleshooting and escalation/resolution• Create and maintain reports for the sales teams and the financial departments• Setup configure and rollout… Show more • Resolve high end billing queries and billing process failures• Plan and co-ordinate testing and software patches and upgrades to Oracle and Crystal Reports• Assist sales teams with resolving customer facing problems• Develop policies and procedures for operational duties and month end deliveries.• Fault analysis, troubleshooting and escalation/resolution• Create and maintain reports for the sales teams and the financial departments• Setup configure and rollout additional billing servers Show less

Cape Town Area, South Africa

• Maintain optimal system performance and capacity management on the Billing System.• Plan and co-ordinate testing and implementation of billing software patches and upgrades• Ensure proper change control and security procedures are maintained and adhered to• Develop and document policies and procedures for month end system operations• Fault analysis, troubleshooting and escalation/resolution• Train and mentor billing support staff• Reconcile and identify variances… Show more • Maintain optimal system performance and capacity management on the Billing System.• Plan and co-ordinate testing and implementation of billing software patches and upgrades• Ensure proper change control and security procedures are maintained and adhered to• Develop and document policies and procedures for month end system operations• Fault analysis, troubleshooting and escalation/resolution• Train and mentor billing support staff• Reconcile and identify variances between ISP invoices and Vodacom invoices and charges• Co-ordinate with testing teams on testing new products and configuration to line up with product launches• Generate monthly and weekly system and operational reports for management• Monitor and adhere to approved service level agreements Show less

Cape Town Area, South Africa

• Maintain Billing System and resolve front-end user queries on Billing and Support Control System (BSCS) and Interconnect Accounting billing system (IAS) and Geneva• Ensure optimal system capacity and performance management on the IAS for Vodacom• Ensure back-end system operations procedures are documented and adhered to• Liaise with DBA and System administrators on BSCS and IAS billing systems to resolve system issues• Develop, plan, test and document DRP policies and… Show more • Maintain Billing System and resolve front-end user queries on Billing and Support Control System (BSCS) and Interconnect Accounting billing system (IAS) and Geneva• Ensure optimal system capacity and performance management on the IAS for Vodacom• Ensure back-end system operations procedures are documented and adhered to• Liaise with DBA and System administrators on BSCS and IAS billing systems to resolve system issues• Develop, plan, test and document DRP policies and procedures for BSCS and Geneva billing systems Show less

Lesotho

Working on BSCS 2.1• Responsible for managing the IT and Billing team • Oversee the implementation of all IT related issues and billing issues • Delegation of daily duties• Generate Monthly Status Reports for Senior Management• Create and maintain reports for Customer Care and Finance in Crystal Reports• Part of the team that put together the Y2K bug contingency plan and ensured continued operations

Lesotho

• Maintain and upgrade the Network and the cellular communication setup• Maintain and upgrade DECnet UNIX servers and Windows NT servers and workstations • Maintain and support Billing Support Control System and Oracle database

Lesotho

• Trained application software from beginner’s level to advanced level• Developed corporate training courses and advertised them• Developed strategies on gaining greater market share• Assemble, setup and maintain training pc's and training software

Kenya

• Set up and organized Nairobi office for ECWD• Liaised between various leading female politicians from around the world primarily on the status of gender equality and education• Responsible for all logistics and preparations for conferences• Assigned duties to various office personnel• Collected and assimilated post conference data for presentation and reporting

Certificate - Prince2 Foundation, Project Management

Diploma In Business Analysis, Business Analysis

Certificate - Itil Foundation V3

Bachelor Of Science, Mis

Bachelor Of Arts, Psychology

For any queries or transcript information Alliant University in San Diego is the point of contact. As USIU Kenya became an independent.