Carl Ackermann Email & Phone Number

Charlotte, North Carolina, United States

Leading the innovation practice in Kepner-Tregoe, focused on new breakthrough products

United States

Adding value through helping people and organizations solve problems

Fort Mill, South Carolina

As Kepner-Tregoe Program Lead, I have the ambitious goal of changing the thinking behaviour of NTT Ltd North America (previously Dimension Data). The program implements the KT Critical Thinking methodologies through training, coaching, and driving adoption of the frameworks through all areas of the business. Through the use of clear thinking, we will become more efficient at troubleshooting and resolving complex issues, make better decisions, and prevent future problems.

Bryanston, Johannesburg

Responsible for driving the adoption and improvement in use of Kepner-Tregoe methodologies throughout Gauteng Services. Also a Kepner-Tregoe trainer, facilitation training on all Kepner-Tregoe processes.

Johannesburg Area, South Africa

In the DC CDO (Data Centre Central Delivery Organisation), Gauteng I manage the Virtualisation, Storage & Compute Professional Services, Managed Services and Outsourced engineers. Responsibilities include operations management, vendor management and escalation management. As a certified Kepner-Tregoe trainer I provide training to Engineer on all the Kepner-Tregoe clear thinking methodologies and coach on the application of KT.

Parktown

Linux firewall and Senior Microsoft support engineer

Johannesburg Area, South Africa

• Management Staff of Support Engineers and other Customer Support Engineers.• Define and establish capacity plans for storage, network and virtualized systems to ensure resources are utilized effectively and efficiently.• Manage and control program execution, job scheduling and system performance. Manage data center(s).• Set and deliver service and performance standards for IT operations.• Providing support and hands on management of a Microsoft server and application infrastructure within a physical and virtual infrastructure.• Implement policies and procedures throughout the IT department using ITIL framework as a base.• Act as IT security officer.• Coordinate and conduct periodic control audits.• Create and manage physical and logical security, production change control, and user administration.• Give input and work with Service Delivery Manager to create and maintain service level agreements.• Ensure IT is delivering exceptional customer service and performance at an appropriate cost.• Reviews outcomes of annual disaster recovery exercises and takes appropriate measures to implement possible remediation steps.• Reviews existing disaster recovery documentation and ensures that onsite, as well as annual offsite exercises are completed.• Manage the ongoing disaster recovery initiatives and ensures all applications, services and products have the appropriate disaster recovery documentation developed.Achievements:• Successful and smooth implementation of Telkom VPN rollout to all branches.• Successful implementation of Hyper-V based virtual Development, Staging and Testing environment.• Implementation of Disaster Recovery procedures for Critical Business Systems

Johannesburg Area, South Africa

• Management of all Infrastructure calls, internal and clients• Crisis prevention and management• Ensure calls are closed within SLA• Monitoring and maintenance of internal and client servers.• Creating Virtual Server environment for Development and testing purposes.• Maintaining Virtual Server environment• Planning client environment upgrades and maintenance• Project management for all Infrastructure projects.• Management of Infrastructure engineers• High level Technical support• Monthly reporting for Infrastructure division• Overseeing of all Infrastructure calls.Achievements:• Successful migration of three sites from SBS 2003 to 2008 as well as several hardware and software upgrade projects• Successful implementation of Hyper-V based virtual Development and testing environment running 18 virtual servers.

Johannesburg Area, South Africa

• Management of all Remote Support and onsite calls• Crisis prevention and management• Escalation of calls to Premier and ICS teams• Ensure calls are closed within SLA• Manage real-time monitoring of all SLA clients servers and services through Nagios monitoring tool• Manage daily, weekly monthly and annual pro-active work for all clients• Manage the monitoring and maintenance of all clients’ backups• Maintaining and building customer relations• Maintenance of known error knowledge base• Do KPI’s and performance management with all team members• Weekly and monthly reporting on remote support team performance and issues, proactive work and backups• Overseeing and completion of high level technical skills• Monthly financial reports• Build team technical skills, identify and address shortcomings in the team• Grow team to meet growing customer base needs• Interviewing and appointment of second and third line engineers• Attend OPSCO meetings• Develop and implement processes and procedures for the functioning of Remote Support Team and Nerve Centre• Training of First Line Roaming and Remote Support staff• Development changes on Unicentre Service Desk to meet changing needs• Handling of “Fire Clients” and “Red Alert” calls• Recommendations of annual bonuses and increases for Remote Support team• Telephonic and Remote assistance to Roaming and Onsite engineers• Set up a complete Call Centre for Natela Tobacco for inbound and outbound sales calls.Achievements:• Implementation of ITIL based processes and procedures• Growth of Nerve Centre to 40 technical staff• Operations Person of the Year 2007• Implementation of KPI’s and performance management in Nerve Centre• Part of the Operations team that changed the Integr8IT Nerve Centre from a Cost Centre to a Profit Centre.• Highest Achiever of the Year 2006

Johannesburg Area, South Africa

• Multiple migrations from Windows 2000 to Windows 2003 (August 2005)• Migration from Exchange 2000 to Exchange 2003 (August 2005)• Ethernet and Wireless Network maintenance for 28 countrywide offices• System Support foro Magicbus, Megabus & Coach Reservations Systemso Greyhound Reservationso Greyhound Reservation System Back-Officeo CS3 Accounting Systemo VIP Payroll System• User and Desktop support for 230 users at 28 branches and outlets• Telephonic Support for 230 users and over 800 agents that use Greyhound Reservations• Upgrade of all PC’s to Windows XP Professional and Office 2003 from Windows 95, 98 and 2000• Installation and setup of new workstations and servers• Auditing of IT AssetsAchievements:• Successful migration of infrastructure from Novell to Microsoft environment• Successful upgrade of infrastructure from Windows NT 4.0 PC’s to Windows 2000.• Successful implementation of several business systems including Reservation systems, BI systems and call logging system.

Pretoria Area, South Africa

• First line telephonic support 500+ users• Desktop and user support 500+ users• Building and Installation of new PC’s• Some server maintenance on Windows 2000 server• All internal support• Y2K Migration

Bachelor Of Science - Bs, Business Administration And Management, General

Education record

Education record