Steven Mullins Email & Phone Number

Cape Town Area, South Africa

Maintained overall responsibility and strategic direction for end-user hardware and support in an 800 user environment. Managed a team of desktop engineers, ensuring that service levels and quality goals were met for both internal and external clients. Developed and implemented standards and policies in the desktop environment in line with international best practise. Maintained and managed end-user services budget. Project managed departmental projects using PRINCE2 methodology, and liaised with all relevant stakeholders. Assisted with management of department and provided input into overall departmental strategic direction.• Reduced average issue resolution time from 40 hours to 15 hours and obtained customer satisfaction scores of 90% at the end of 2013 by implementing customer satisfaction surveys, performing trend analysis and adjusting processes to manage SLAs more effectively.• Day-to-day project and budget management of the relocation of Liberty Health’s in-house data centre to a third party hosted solution. Successfully relocated 85 physical and 230 virtual servers on time and within budget .Reason for leaving: Voluntary severance package

Cape Town Area, South Africa

Designed and implemented a demand management process and Sharepoint-based portal in the Vodacom enterprise IT environment. Provided ongoing full methodology project management of new demands within the group. Assessed and scoped new IT demands and involved relevant teams in order to ensure consistent delivery as per requirements. • The implementation of the demand management process and portal was adopted nationally throughout the Vodacom Enterprise IT group.Reason for leaving: End of contract

Cape Town Area, South Africa

Defined, planned and implemented ICT projects using PRINCE2 project management methodology. Developed business cases, proposals and documentation relating to projects. Defined and implemented ICT infrastructure for various sites throughout Africa. Managed implementation of new sites, including desktop, server, infrastructure and network environments. Involved in departmental budgetary management and development of strategic objectives. Defined and maintained budget on projects. • Managing various multi-million Rand projects, including implementations of a number of front offices throughout Africa and a data centre relocation. Reason for leaving: Voluntary severance package

Cape Town Area, South Africa

Implemented various projects using a full project management methodology. Communicated with both internal and external clients on a regular basis. Provided regular reporting. Defined and maintained budget on all current projects. Development of technical documentation. Assisted as a technical point of escalation.- Acted as the key client liaison and coordination resource of a 1500 PC nationwide rollout for OldMutual.- Successfully acted as the key technical and project coordination resource for the implementation ofa new PABX solution for more than 500 Lewis Stores throughout Southern Africa.

Cape Town Area, South Africa

Installation and troubleshooting of PC hardware and software for numerous clients including Absa, Old Mutual and Foschini. Provided technical support to users and liaised with point of contacts at branches. Communicated regularly with internal and external clients.Reason for leaving: Promotion

Cape Town Area, South Africa

Directly accountable for managing quality in a 110-agent contact centre. Managed a team of Performance Improvement Coaches in order to improve quality on a web-based support system. Ensured adherence to innovative Performance Management strategies in order to meet clients’ expectations. Implemented Customer Relationship Management tools to increase customer satisfaction and loyalty. Analysis of customer feedback and trend analysis in order to target areas for improvement. • Increasing quality scores from 72% to 89% of the organization goal within one month of my appointment to the role of Quality Manager, achieving an organizational record-high score of 95% in July 2002, through the implementation of more effective performance tracking tools and coaching methods.Reason for leaving: Retrenchment

Cape Town Area, South Africa

Supervised a team of six Performance Improvement Coaches. Tracked customer loyalty and quality scores on a daily basis and ensured constant feedback was provided to agents in the call centre. Mentored Performance Improvement Coaches in order to increase their coaching abilities. Training of products to new recruits, including product, operating system, and customer service skills.Reason for leaving: Promotion

Cape Town Area, South Africa

Provided technical support to international customers on McAfee.com online products such as VirusScan Online and FireWall Online. Meeting both quality and quantity targets on a daily basis.Reason for leaving: Promotion

Cape Town Area, South Africa

Travelled to customers' premises to perform installation, troubleshooting and repair of personal computers, printers and software.Reason for leaving: Growth and development

Cape Town Area, South Africa

Provided telephonic support for Beltel, CyberTrade and SAIX Internet. Software configuration, troubleshooting and issue resolution.Reason for leaving: Further studies

Certificate, Social Psychology, 88%

Professional Qualification, Itil Foundation Practitioner, 95%

Certificate, Microsoft Project Beginner / Advanced

Training Course, Foundation Leadership Program

Professional Qualification, Prince2 Practitioner, 92%

Professional Qualification, Microsoft Certified Professional (Windows Nt 4.0)

Professional Qualification, Certified Netware Administrator (Netware 4.11)

Professional Qualification, A+ Certified Pc Technician, 91%

National Diploma, Electrical Engineering, Incomplete

High School, B