Etienne Botha Email & Phone Number

Cape Town, Wc, Za

South Africa

Giving strategic leadership to technical teams, ensuring that initiatives are delivered. Facilitate and lead multiple teams to deliver the following:• Implement Amazon Connect for the entire Capitec enterprise• Design and implement Contact Lens speech analytics• Integrate Amazon Connect with Salesforce and design contact flow• Design and implement Business Bank branch telephony network• Design and implement an in-house SMS contact tool (Reply when ready to talk) for our Capitec Direct sales division• Design Capitec Connect call routing flows• Implement diversion to Whatsapp channels via API• Implement sales leads via Whatsapp to dialler utilising APIs• Design and implement routing to specified language agents using inbound numbers• Design and implement call extraction and conversion processes for Speech Analytics• Design, implement and enable branch consultants to make sales calls (850 branches)• Design and implement Forex systems using APIs and call data• Design and implement automated card-stop systems

Bellville

Project development: • Brainstorming sessions with multiple teams to identify where we can improve our service to clients by leveraging our system capabilities • Discovery and scoping of new projects and initiatives related to the improvement of client interaction processes • Liaison with stakeholders to solve operational problems experienced by implementing technological solutions • Liaison with multiple vendors and OEM’s to find “best-fit” products and applications • Avaya software and hardware upgrade projects impacting multiple business units and stakeholders • Multi-departmental coordination to facilitate all new projects and current system upgrades • Influencing multiple stakeholders to navigate competing priorities • Implementing new telephony system (Presence) in record time • Liaison with stakeholders ranging from technical engineers, to heads of departmentsTechnical support: • Overseeing four telephony engineers and 2 vendors to make sure all support SLAs are adhered to • Management of 120+ Avaya virtual and physical servers in multiple geographical locations • Management of Presence telephony hosted estate • Liaising with multiple technical teams to solve complex problems • Facilitate “code-red” calls to find quickest possible solution to severity 1 and 2 incidents • Wide ranging stakeholder communication related to incidents • Overseeing of support helpdesk to make sure that our internal clients are satisfied • Sessions with unhappy internal customers to make sure we find solutions to stated problems and improve on our current systemsTeam Management: • Priority and resource management to make sure deadlines are met • Team metrics and improvements to make sure we always run at maximum efficiency • Facilitating personal sessions with team members to make sure they can always perform to the maximum of their abilities • Succession and upskilling discussions with team members

Stellenbosch

Managing portfolios of more than 100 corporate and SOHO clientsManaging technical team (20 Technicians) and making sure SLA goals are maintainedJob interviews and hiring of potential candidatesAll HR matters relating to candidate happiness, warnings and improvementChairing disciplinary procedures and managing retrenchment proceduresResearching and implementing stock, monitoring, and time management systemsMarket research and meetings with clients to shape and maintain Service Portfolio.Liaison with clients and all stakeholders to shape SLRsCreation of SLA contracts, management and metrics related to said SLAsManagement of underpinning contracts and supply management to make sure clients receive the best service at the lowest costCreation, implementation and training related to new service packages in line with client SLRsMaintenance of incident database to make sure all client issues are listed and recorded for future changes in service deliveryContinual service delivery improvement effected by regular support staff meetings, technical upskilling and incident discussions.Management of remote branches, implementation of administration systems, and constant metrics to maintain standards at those branches

Stellenbosch

Configuration and troubleshooting of Microsoft (2003,2008,2011,2012) and Linux(Slackware,Debian,ClearOS,Untangle) serversConfiguration and maintenance of Exchange servers with database monitoring and recoveryTroubleshooting hardware and software issues on Windows (XP,7,8,10) and Ubuntu PCsTroubleshooting hardware and software issues on all Apple devices (Server, Macbook, iMac, iPhone, iPad)Configuration and troubleshooting of network issues related to DNS, DHCP, routing, switching, WiFiConfiguration and maintenance of Virtual servers using Hyper-VConfiguration of Mimecast on Windows servers and testing of all related issuesBackup configuration of physical Windows and Linux servers, as well as Virtual servers with emergency recoveryConfiguration, maintenance and monitoring of cloud services like iCloud, Office 365, Dropbox, OwnCloudMigration of fixed Microsoft Exchange services to Office 365 cloud environment (in-place and side by side)Project management of big network and server roll-outs from concept to implementation and sign-offConsultation with other IT companies to resolve their technical and strategy problems

Forensic data analysis and information mining on all Microsoft platformsForensic data analysis and information mining on Apple platformsData recovery on user-deleted volumesData analysis on mail and file servers and user-deleted mail recovery for miningPersonality identification for data Mining (Facebook, email, PC passwords hacks)

Stellenbosch

Assisting McLaren UK with Linux VPN communication between online parts and CRM databases and South African clients with older technology Linux serversImplementation of parts quality checking application to make sure clients conform to AS/EN9001 and ISO9001 standards for part measurement. Also assist with all quality checking industry processes to ensure efficiency pushed to maximum (Aerospace and motoring industries)

Stellenbosch

Network penetration testing using Kali Linux, Nessus, Wireshark, and NMapPhysical building and office security checks using attempts to gain access to user dataConsultation on network security and changes needed to get network secure on corporate and SME networks

Bellville, Durbanville, Hermanus

Creation of new support company after discussions and service delivery meetings withclients.Daily meetings with support staff regarding latest technological changes and possibleimplementation on client networks.Creation and management of Orange IT retail branch – stock purchases, staff hires, clientliaison, stock takes, POS, etc.Managing logistics of IT staff between three branches, and more than 50 SME clients, andmonitoring of ticketing system for metrics to aid continual service improvement.Management of Orange IT ISP logistics – implementation of Linux mail and dial-up servers,and client liaison to correctly maintain Service Portfolio.

Stellenbosch

IT Consultant specialising in on site maintenance of client side servers and systems.

Itil Foundation V3, It Management

Computer Science Dip., Information Technology

Data Processing Concepts Logic and Microprocessors Program Design Programming: Basic, C++, Visual Basic, Delphi, SQL Networking Essentials.