Michael Hendricks Email & Phone Number

Cape Town, Wc, Za

Cape Town, Western Cape, South Africa

· Engaging and facilitating stakeholders to elicit, document and analyze business requirements.· Proficiently interpreting complex datasets to drive informed decision-making.· Creating comprehensive documentation, including business requirements and process flows.· Collaborating with cross-functional teams to align business needs with technology solutions.· Providing support in test plan development and execution to ensure solution compliance.· Demonstrating the ability to evolve project requirements and business priorities

Cape Town, Western Cape, South Africa

•Successful integration of new eCommerce, Point-of-Sale (POS) and Peer-To-Peer customers into the test environment· Create effective UAT test plans and scripts meeting acceptance criteria to achieve project deliverables.· Collaboration with developers, project managers and business analysts to ensure high quality deliverables. · Effective communication with project stakeholders on test progress and project risks· Conducted rigorous and effective regression and performance testing to validate system stability and application performance.

Cape Town, Western Cape, South Africa

2nd and 3rd Level Technical Support for GSM/LTE routers for EFT communicationRemotely troubleshooting and configuration of Linux Routers Using Putty and Ubuntu Building OpenVPN/L2TP and IPsec TunnelsConfiguration and Management of Fortinet Firewalls and Access Points.Remotely Assisting Neighbouring African countries i.e Zambia, Ghana and Namibia with EFT communication. Assisting with the coordination of Project Rollouts.

Cape Town Area, South Africa

Senior Field Technician; EFT and IOT specialistInstall and consultant on all EFT related, hardware and software needs, as well as, working in conjunction with all the major banks in retail and fuel industry.Compiling product manuals and training for techniciansProject roll outs Install and consult on all IOT related services and needs in medical industry. Working in conjunction with Mobile network operators to boost signal requirements to meet customers expectations.

Cape Town

• Monitoring sites at contracted Fuel stations, to ensure electronic data packets downloaded successfully.• Manual FTP downloads of unsuccessful sent data packets• Generating and updating reports on sites status• Making amendments on database

Cape Town

• Develop, coach & motivate a team of Helpdesk agents to excel in performance and service delivery; • Responsible for the performance management of staff; • Build the team and identify talent; • Handle the administrative functions required;• Responsible for call allocation to various Line of Business and co-ordination of operational service resources where relevant (reactive booking of engineers on fault calls and pro-active booking of engineers on installations), • Timely and accurate recording and capture of call information in call tracking system and internal and external communication. • Regular searches and updates on call tracking system to ensure accuracy of operational call information and to ensure calls are up to date. • Identify quality issues and take corrective steps by actioning quality trends; • Responsible for doing call assessments and resolving escalated calls;• Relationship building with internal clients to achieve objectives; • Management of Call Centre lines and electronic workflow;• Ensure compliance with agreed Service Level Agreements; • Identify training needs and facilitate accordingly; • Effectively communicate with Business Partners to ensure efficient flow of processes and time consuming problem resolution• Assisting call centre staff with any PC or hard ware related problems• Logging work requests to the Networks department • Liaising with development team with regards to hardware and software issues• Logging work requests to development team for issues pertaining to the field• Creating processes for new roll outs• Liaising with various sites to check if everything is in order for new roll outs.

Dealing with Petrochemical dealers and with Retail Store giant• Providing technical support for Secure Electronic Payments Solutions on POS hardware and software• Ensuring that POS terminals are working correctly.• Diagnosing the problems being experienced and implementation for the correct actions to be followed with the POS• Ensuring customer satisfaction and adhering to strict Service Level Agreements (SLA)Maintain and building Customer and Client Relationships• Developed good networking skills with clients and colleagues• Doing account reconciliations for customers• Ensuring site installations (be it new sites or new operators) are in order and co-coordinating that the proper workflow procedure is followed.• Going on site to Dealers to ensure that everything is in proper working order and troubleshooting for problems, which do occur?• Providing dealers training on equipment and software• Providing authorization codes for transactions• Liaising with financial institutions for dealer reports, transaction lists and payments made and received. • Testing and setup of new software and installations for improved service and support• Ensure customer satisfaction through call-backs, providing additional information on work performed and escalate if necessary.• Onsite and telephonic diagnostic of equipment faults and the relevant hardware backbone on which the equipment runs• After hours standby support for Sites• Liaising with customer representatives during problem resolution• Roll out of new software for sites

• Attend to customer queries• Hand up cheques books, deposit books, transactions cards (e.g.ATM, mastercard, garage card)• Hand up Collect statement and mail to customers• Identify customer needs and, where necessary refer to correct department or to more appropriate channels• Understand and manage the risks associated with handing up and control of cheque books, transaction card and customer statements• *Maintain a high level of integrity and ethical standards • Handle all routine functions associated with enquiries counter such as receiving and filing of cheque books, ATM cards, Master cards etc, receiving and filing of collect statements and mail.• Issuing of bank cheques• Marking cheques good for funds• Updating Plus Plan books• Understand and effectively control the risks associated with cheque books, ATM card and Master Cards• Maintain a high level of integrity and ethical standards

Cashing Of ChequesHandling Cash Deposits and Cash WithdrawlsHandling StatementsOverseeing sales and identifying new business strategies

Postgraduate Diploma, Information Technology Management, Distinction

Completed

Bachelor Of Commerce - Bcom, Information Technology, Cum Laude

completed

Matric, Matric