Ilse Skead Email & Phone Number

Tauranga, Bay Of Plenty, New Zealand

New Zealand

Tauranga, Bay Of Plenty, New Zealand

• Identify areas of improvement in internal processes and will work with management and colleagues toimplement these to enable the business to operate more effectively.
• Scheduling of all Technical Engineering work within Stratus Blue (using Dispatch Calendar).
• Liaising with the Technical Engineer and Customer to ensure work is scheduled at a mutually agreeable time
• Proactively manage ticket queues, reassigning resource where available and necessary
• Manage/Own all scheduling processes including creation and maintenance of relevant SOP’s
• Manage Technical Team Rotas

Tauranga, Bay Of Plenty, New Zealand

• With customer service and effective communication so vital to the success of Stratus Blue this role hasthe key responsibility for ensuring that all Quotes are sent to customers within agreed internal SLAtimescales.
• Lead on managing the Datto E-Commerce (online quoting system) templates, liaising with the Sales and Marketingteam to ensure that the templates remain fit for purpose.
• Take a lead role in maintaining Stratus Blue’s customer agreements – including both internal andexternal SLA’s.
• Work with the General Manager to review and maintain customer agreements to ensure they arerelevant and serve the best interests of both Stratus Blue and the customer.
• Responsible for ensuring all customer contract information is accurate on the Autotask system
• Work with the Account Management and Finance teams on reconciliation of contracts vs billed services.

Tauranga, Bay Of Plenty, New Zealand

• Monitoring phone and email queues and generating support tickets.
• Triage and Tier 1 technical support
• Monitoring the Technical Support ticket queues and updating details as required
• Allocating support tickets to technical resources to ensure that SLA’s are maintained
• Providing remote and onsite IT support for Stratus Blue customers.
• Liaise with customers on results from initial response, triage and Remediation.

Bay Of Plenty, New Zealand

• Responsible onsite customer facing support
• Configuring, upgrading, installation, deploy and troubleshooting desktop/laptop computers along with any associated equipment
• Respond to Help Desk service requests and maintain accurate task log
• Work with vendors support contract to resolve technical problems with desktop computing equipment and software
• Ensure desktop computers interconnect seamlessly with diverse systems including associated validation system, Citrix, remote access, file servers, email servers, conferencing system and application servers
• Printers

Bay Of Plenty, New Zealand

Contract work for Windows 10 rollout to customer. Backup of user profiles, network re-image from Windows 7 to Windows 10 on desktops and tablets. Restore backup of profiles and ensure that software is installed

Midrand, Gauteng, South Africa

• Ensure that technical and service support priorities are adhered to
• Monitoring Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and any underpinning contracts (UCs), ensuring adherence with effective cost management
• Delegate and manage duties allocated to technical support team Edcon and Tiger Brands.
• Manage end-to-end - Web Hosting support services on the Tiger Brands account – Cpanel and WHM (cloud based)
• Single point of escalation for technical support, incident management and problem cases
• Manage and maintain Hyper-V, AD, OpenVPN, Pfsense and LAB services

Midrand, South Africa

• Ensure that technical and services support priorities are adhered to
• Worked closely with BCX Datacentre team for Cloud services to Tiger Brands and ProjeXion (Azure)
• Maintained and support IIS service, Sharepoint, SQL server and cloud requirements for ProjeXion
• Delegate and manage duties allocated to technical support team for Edcon and Tiger Brands
• Manage end-to-end - Web Hosting support services and development on the Tiger Brands account – Cpanel and WHM
• Assist technical teams with troubleshooting: Windows, Linux (OS) and PHP, My SQL, SQL Server

Pretoria Area, South Africa

• Team Leader / Support Manager (2 years’ experience) | 2009 - 2011
• Managing, planning and scheduling team duties (4 members) for client upgrades (Oracle, hardware)
• Documentation, implementation and updating of company standards and procedures
• Issuing quarterly and annual support renewal fees and contracts
• Implementation of MicroStrategy BI Solution for reporting
• Providing training to client administratorsOracle OCA (10 years’ experience) | 2003 - 2014

• Desktop and server support which included desktop setup, PC repair and upgrades, user administration and policies, some network administration, desktop support and customer service.
• Software included Windows 2000, Windows XP, Office 2000 and Office XP
• Troubleshooting desktop problems, including applications, printers, modems, scanners, and other assorted hardware and software in a Windows operating systems environment. Provide end-users with technical support.
• Running of internal Helpdesk Centre - forward open tickets to appropriate group. Update ticket tracking systems with detail information.
• Ordering of hardware and software.
• Running reports of Teleware.

Oca, Oracle Database Administrator

Education record

Matric

Activities and Societies: Revue Technical Team Member of Student Body 1998 Hockey