Peter Thando Email & Phone Number

Tygervalley

1. Co-ordination between customers and internal teams• Act as direct contact with internal and external customers by telephone and/or email• Record detailed information into the company’s service ticketing system for all calls• Diagnose technical issues and assist with repair requests• Escalate requests and issues to the internal development team• Ensure the company is aware of SLA’s and the status of open tickets2. Customer Support• Ensure proper levels of product support coverage• Inform current customers about the company’s products and services• Assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips3. Educate and Train customers• Educate and train users• Create training programs and/or materials4. Pre-sales to prospective and existing customers• Assist in the presentation of informative pitches and demonstrations to prospective and existing customers• Assist in communicating additional and new products to existing customers• Determine gaps in customer business requirements and develop ways to address these gaps

Cape Town, Western Cape, South Africa

High Level Functional analysis and documentation for new GKPOS/Self-service Checkout based on BRD’s/FCD’s from GK and Business Analysts Functional Config Documentations: POS/LPRO/Cloud/SAP Integrations, Scope, Development, Configurations and relevant POS logs GKPOS Walkthrough for Training Teams, Support Teams and Project Teams Transition Management and upskilling (Knowledge Transfer, Support Documentations for all relevant project teams) Involved in SDLC processes (Planning, Development, Testing, Deployment, UAT) Extensive functional, system, integration, and regression testing for Self-Checkout/GKPOS User Management Matrixes: Define user roles, create user accounts for Stores and Above Stores (Dev, QA and Preprod) GK Enterprise Store Manager: Investigate issues within Central Services down to Stores. GK Launchpad support and trainings (Master Data, Transactions Journals, Queue Monitoring, POSLOGS.xml, Data Pumps, Reports, Transaction Audits, Tender Searches, Menu Editor and Functional Configuration) UAT: To ensure that the new solution can handle real-world tasks and performs as per the development specifications. i.e., testing is conducted to enable a user to validate that the new solution meets the agreed-upon acceptance criteria or if it contains any bugs. BAU support (Incident Management, Analyse TLOGs (POS, LPRO), Transaction and Data Flows, User maintenance, Store node setup on Store Manager, EFT/ Scanner/Scales setup) Log Jira with development for system bugs

Cape Town, Western Cape, South Africa

South Africa

Cape Town, Western Cape, South Africa

Contributor to NCRs Point of Sales and Loyalty Pro solution in the field of Retail & Loyalty consulting. Work with Retailers across multiple industries (Grocery, Petroleum & Convenience, and Specialty) work to implement interfaces from Point-of-Sale terminals and Host applications to our Loyalty applications (LPRO, LMS, LPE engines). Run upgrades and hotfixes to enhance customer application. Integrate solutions between different NCR products for customer solution. Create and manage NCR configuration in the client environment, per customer requirements. Responsible for interface specifications for both incoming and outgoing messages and ability to consult with the Retailer teams to understand different ways to implement required functionality. System verifications, validate schema, API’s (SOAP, XML, JASON, Webservice)

Johannesburg Area, South Africa

Responsible for writing, analyse functional specificationConfiguring Cowhills POS system and Transaction Junction EFT SwitchingInstallation POS application (cow hills) on POS Terminals make sure all peripherals are configured on back end.Make sure billings and external vendor links are properly configured and functioning (IPAY, EFT Switching, Multichoice, SABC Licences etc), Investigate and escalate to relevant 3rd party vendors if any issueInvestigate if Customer payments updating on SAP and SRSMaintain and assign user roles/authorisation on rCOS (Retail online solution)Support and maintain all POS production servers, QA environment and Dev. environment.Monitor integration between POS system and SAP Hanna (POSDTA/SAP CAR/SAP ECC)Investigate and recover missing transactions between POS and SAP (check if IDOCs posted)Make sure that articles/materials are maintain correctly on POS/SAP and stores are able to trade day by day.Analyse and make changes on SAP/POS Functional specification (Sales order and POS functions)Ability to read and understands IDOCS to carry out functional testingRecommendation to optimise SAP/POS Sales processes, policies and proceduresIdentify suitable solutions to new and existing business requirements (changes and projects)Ensure Effective resolutions of problems and incidentsProduce portfolio and status reporting in timely manner and agree to communication plan for all relevant stakeholdersUpdate and maintain unknown errors database, knowledge base, configuration database as well as testing and Training materialsImplementation of continuous improvement plan to improve portfolio solutionsEffectively manage and develop self to deliver on agreed individual and team objectionsFunctional Training for internal, store users and do user acceptance

Cape Town Area, South Africa

Project Installations: Involve in Project roll-outs, Installations of new retails computers. Setup, Deployment and configure new terminals. Setup and configure DHCP, Scope Options for new server. Setup and configure network printers. Installation for new store. Install all POS peripherals and make sure it’s working 100%. Make sure all scripts are completed and all applications are deployed and tested. Install Additional terminals and its peripherals. Make sure cabling and all other IT related stuff is ready before installation. Recommend and asses all IT equipment’s before installation. Setting up of all promotional and pop-up stores. Record and escalate and issues. Filling in of Incident Report and keep the project Manager and related stake holders updated. Work overtimes and standby. Responsible for all necessary documents on site. Make sure all scripts has ran successful and all applications has deployed and tested. Field SupportReplacement of all POS units like pinpads, pos computers, printers etc. as part of maintenance. Attend to all calls log by stores. Responsible for re-images and deployments. Make sure all scripts has ran successful and all applications has deployed and tested. Make sure that faulty unit is replaced and calls completed. Make sure that troubleshooting has been done in all angles before escalating. Replace faulty printers. Replace faulty PCs, Replace faulty pinpads, Replace faulty Signature pads, Update and reroute calls if necessary. All make sure that calls are completed within SLA.

Cape Town Area, South Africa

Retail Office POS Application support (Design, Analysis, Config, Setup, Deployment via Altiris, Service Pack Upgrades)POS Data Management (Backup, restore, monitor logs, fix corrupt Firebird SQL DB)Involved in Point of sale projects (Plant decommissions, New Staff sales system, CRM systems)Managed 3rd party accounts and billing.Setup and configure point of sale pcs/serversSAP Retail Integration (Investigate/monitor integration of material master, customer master, sales orders, SAP conditions, price conditions, missing sales, material and customer downloads, maintain comms/logs between back office server)Maintain Sales Orders on SAPInvestigate and resolve customer account quiriesCreate and maintain technical and business documentationMonitor and maintain IDOCS and XML (s)Create new edpar account (EDI account)Writing specifications for new pos developments/enhancements as part of SDLCSQL Firebird database queries and reporting (intermediate sql experience)Develop and Maintain Test DocumentationTesting (New SAP conditions, New Retail Office Service Pack upgrades etc.)Manage security roles on POS Retail Office (user accounts and access levels)Standby after hour support Mobile Device Setup for Sales Reps (sales order application)SAP CRM SUPPORT (Campaigns, Activities, Schedules, Visit Management)CRM Mobile Application /Sales force apps support (SAPBI, Retail Execution, Kinetica, and Afaria)SAP ERP backend (monitor sales order, new user account, rep sales activities, SAP SD, accounts information, customer tiering, account management, day to day activities etc) Conduct Trainings and Facilitation for Sales Reps (Android orders handling, Visit planning, Mobile App Training, Sales force activities etc)Traveling and Site VisitsChange control and incident management

Woodstock

Incident Management, User Training, Technical Support on Point of Sales and H/O PC’s, Storeline (POS) Support, Data (SDI Audit, RemoteWare Portable, Baregrep, Stock counts/ Pep counts), AS400, EFT switching (Pinpad support), Monitor and report lines between medicals aids and Eccentric switch, Cold starting tills/POS (loading PLU codes and prices), Printer setup, Investigate scanning problems, End of Day support (store’s data), SAP password reset, Window 7 and Windows XP support, Standby support, Escalate calls to 3rd party vendors: CEB, Eccentric, Nebula, Sagem, etc..

Century City

1st Line: (Clients: Rentokil, RFF, Freddy Hirsch, Santam, Prosano, G4S, LINPAC, PIC solution) Ensure service requests are logged within agreed SLA response time. Provide classification and initial communication and support for all service requests. Analyse 1st line service requests and ensure all calls are resolved within agreed SLA response times. Escalate complex service requests to 3rd line based on call classification and complexity. Keep track of all the open service requests for 1st, 2nd and 3rd line and provide feedback to the client (call ownership). Mailbox administration. Ensure customer complaints are escalated to the Team Leader and / or Service Desk Manager as appropriate. 2nd line: Troubleshooting (server, printers and workstations),Installations, Configure network, Persetel, Citrix support, Novell Support, Active Directory, JDE systems support, Remote Session (VNC), Printer setup, Mail setup, LAN support, Setup dial up connections, 3G and blackberry support.

Century City

Configure workstations Laptops scripting,PC’replacements,Hardware & software support,Scanner & printer setup,Novel, GroupWise Support, 3G setupCitrix and JDA support