Ashley Swanepoel Email & Phone Number

South Africa

I manage a small focused technical team. I report directly to the Head of Technical on the performance of the team including support, projects, product ownership metrics, and training and career development plans.My responsibilities include:Weekly Team Meetings which consist of: - Competitive analysis vs other teams and company KPI's - Action points and focus areas for team members - Problems/blockers/enablersMonthly Individual Meetings which consist of: - KPI report - Focus areas and action points for the coming month - Issues/suggestions discussion for the individual, the team, and the business - Product ownership review - Training plan review and update

As a Systems Engineer, I perform the following daily tasks, including but not limited to: - Remote diagnostics tests, checks and support when incidents are logged by customers- Provide prompt and accurate feedback to customers- Track computer system issues through to resolution, within agreed time limits- Prioritize and manage several open issues at one time- Refer to internal database or external resources to provide accurate tech solutions- Follow up with clients to ensure their IT systems are fully functional after troubleshooting- Document technical knowledge in the form of a knowledge base

South Africa

- End to End management of Tickets and Service Requests reported by the customer, achieving first time fix where possible.- Escalating and liaising with other business units / 3rd parties as required in order to resolve issues within the defined SLA.- Initial assessment of all tickets which includes first-time resolution and /or escalations- Updating users on the status and progress of their tickets- Monitor the Service Desk mailbox/unassigned queue, ensuring that emails/Tickets are actioned and responded to in a timely manner and adhere to any SLA’s set- Service and/or platform management, including monitoring, alerting and reporting.- Implementing automation and service efficiency measures, including scripting, workflow improvement and integrations

As the Desktop Support technician I provide IT support to our internal client base. My duties include Windows server admin, installation of hardware and software, logging of IT support tickets, data recovery and system backups. Support tickets are completed and resolved within accordance of service level agreement.

I worked onboard one of the Naval Vessels as an apprentice engineer. My duties onboard the vessel included maintenance on the engines, disembarking and embarking of fuel, and working as a deckhand.

I completed my basic training during this period. This involved basic military training and functional training. Corps specific training. Participation in practical military exercises. Combat ready training exercises.

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Financial advisor course at Liberty Health insurance.