Tracy Crawford Email & Phone Number

Johannesburg, Gp, Za

South Africa

Providing customer support: Assisting customers with their inquiries, troubleshooting technical issues, and providing solutions to problems they may encounter.Conducting batch recoveries (financial): Handling the recovery of financial transactions or processes that may have encountered errors or issues.Acting as a customer liaison: Serving as the primary point of contact between customers and the organization, ensuring effective communication and timely resolution of customer concerns.Updating and managing reporting on servers: Keeping track of server performance, managing updates, and ensuring proper reporting of server-related information.Managing the helpdesk: Overseeing the helpdesk operations, including ticket management, assigning tasks to support staff, and ensuring efficient resolution of support requests.Performing general operational duties: Assisting with various operational tasks related to the smooth functioning of the support department.Conducting software testing: Participating in software testing activities to identify and report bugs, verify functionality, and ensure the quality of software products.Resolving system problems (Stratus): Troubleshooting and resolving issues related to the Stratus system, ensuring its proper functioning and availability.Preparing and managing end-to-end requirements for software implementation: Collaborating with stakeholders to gather requirements, create implementation plans, and ensure successful deployment of software in different environments.Performing database queries for MIS (Management Information System) - financial and KYC (Know Your Customer): Retrieving and analyzing data from databases to generate financial and KYC reports, ensuring accuracy and integrity of the information.Providing IT support: Assisting with various IT-related tasks, including hardware and software troubleshooting, network connectivity issues, and user account management.

Johannesburg Area, South Africa

Illovo, Johannesburg, South Africa

Incident management for Ghana: Effectively handling and resolving incidents reported by users or detected through monitoring systems in the Ghana region. Conducting thorough investigations, coordinating with relevant teams, and ensuring timely resolution to minimize business impact.Managing outstanding issues for Ghana and Namibia: Overseeing open issues for both Ghana and Namibia regions, ensuring their timely resolution. Collaborating with internal teams, tracking progress, and providing regular updates to stakeholders.Customer liaison: Serving as a primary point of contact for customers, fostering strong relationships, and addressing inquiries, concerns, and feedback. Prioritizing customer satisfaction and retention by delivering exceptional service and effectively managing customer expectations.Testing and deployment of software: Contributing to the testing phase of software development, ensuring rigorous testing and adherence to quality standards. Collaborating with development teams and supporting the smooth deployment of software to production environments.Batch recoveries for settlement failures: Managing the recovery process for failed settlement batches, ensuring accurate transaction processing and completion of settlements. Investigating root causes, implementing fixes, and proactively monitoring batch processes to prevent future failures.MIS reporting and stats: Generating comprehensive reports and compiling statistical data on incidents, support activities, and system performance. Analyzing data to identify trends, patterns, and areas for improvement. Delivering insightful reports to management and stakeholders.System monitoring: Maintaining proactive monitoring of system performance, availability, and health. Swiftly identifying and addressing any issues or anomalies to minimize downtime and optimize overall system performance.

Illovo, Johannesburg

Liaison with customers in countries specifically, Botswana and Namibia: Actively engaging with customers from Botswana and Namibia, establishing and maintaining strong relationships. Understanding their requirements, addressing concerns, and ensuring customer satisfaction throughout the project lifecycle.Managing new projects and change requests: Taking charge of new projects from initiation to completion, ensuring timely delivery within budget and scope. Collaborating with cross-functional teams, defining project objectives, developing project plans, and overseeing project execution. Additionally, managing change requests and assessing their impact on project timelines and resources.Assisting operations and the QA team: Providing support to the operations team by coordinating project-related activities, ensuring smooth workflow, and resolving operational challenges. Collaborating with the QA team, assisting in test planning and execution, and ensuring software quality standards are met.

Illovo, Johannesburg

Learning the ropes of Project Manager: Actively acquiring knowledge and skills related to project management by observing and assisting experienced project managers. Gaining a comprehensive understanding of project management methodologies, tools, and best practices.Assisting in the taking over of responsibilities from previous project managers: Collaborating with senior project managers to smoothly transition ongoing projects and understand the project history, objectives, and stakeholder expectations. Assisting in the planning, execution, monitoring, and controlling of projects.Assisting the Operations team: Supporting the operations team by contributing to project-related activities, ensuring efficient workflows, and addressing operational challenges. Assisting in coordinating resources, managing project schedules, and monitoring project progress.Software testing: Participating in software testing activities to ensure the quality and functionality of software products. Assisting in test planning, test execution, and defect management to help deliver high-quality software solutions.

Matriculation

Activities and Societies: Sport included Field Athletics: Shotput, Discus, Javelin. Member of the Choir, and Student Christian Association.

Education record

Activities and Societies: Sport, Choir, Drama Club

Education record

Activities and Societies: Catering Society, Drama Club