As the Manager of Operations/Security Performance and Improvement at Resene, I am dedicated to providing exceptional support operations to maintain and enhance Resene's premium market position and brand. My role encompasses the following key responsibilities:Key Responsibilities:* Operational Excellence: Ensure seamless operations for stakeholders and customers across the group by proactively collaborating and coordinating activities across IT Service/Support, DEV/OPS… Show more As the Manager of Operations/Security Performance and Improvement at Resene, I am dedicated to providing exceptional support operations to maintain and enhance Resene's premium market position and brand. My role encompasses the following key responsibilities:Key Responsibilities:* Operational Excellence: Ensure seamless operations for stakeholders and customers across the group by proactively collaborating and coordinating activities across IT Service/Support, DEV/OPS, infrastructure, application, and security teams, while providing hands-on expertise as required.* Risk Management: Manage all commercial risks related to technology, including cybersecurity, disaster recovery, vendor/partner relationships, and compliance, using best practices or agreed thresholds.* Vendor Relationship Management: Develop and maintain commercially sustainable relationships with outsource partners, ensuring value for Resene by holding them accountable for our respective investments, in partnership with internal peers.* Operational Improvement Initiatives: Proactively develop and deliver a program of internal operational improvement initiatives aligned with Resene's IT strategy and roadmap to ensure seamless operations and value alignment with Resene's value driver matrix.* Stakeholder Engagement: Cultivate and grow effective working relationships with a wide range of stakeholders across the group, understanding their business needs to identify and deliver value-added improvement initiatives in line with Resene's value driver scoring matrix. Show less

Managing and developing commercially sustainable relationships with our outsource partners, ensuring value for Resene by holding them accountable for our respective investments with them, in partnership with your Internal peers.Proactively developing and delivering a program of internal Operational improvement initiatives in line with Resene IT strategy to ensure a seamless operation. Developing and growing effective working relationships with a wide range of stakeholders across the… Show more Managing and developing commercially sustainable relationships with our outsource partners, ensuring value for Resene by holding them accountable for our respective investments with them, in partnership with your Internal peers.Proactively developing and delivering a program of internal Operational improvement initiatives in line with Resene IT strategy to ensure a seamless operation. Developing and growing effective working relationships with a wide range of stakeholders across the group, understanding their business, identifying, and delivering viable improvement initiatives which rely on excellent technology and process.Key Achievements:* Successfully managed the upgrade process for our point-of-sale application, which has not been upgraded in approx. 3 years.* Analysed some of our Azure costs, was able to identify SQL licencing which we were being billed for however not using, which led to cost savings.* Assisted with reviewing several email security solutions and oversaw the successful implementation of the preferred solution. Show less

Started in a contract position as desktop support analyst, promoted to Services Centre Team Leader. Provide timely and high-quality resolutions to escalated incidents and service requests, following agreed process guidelines and service standards. Worked as essential services team during Covid-19.Key Achievements:* Lead a team of 12 desktop & service desk analysts, scheduling and completing tasks as well as assisting with problem escalations. We handle between 4000-6000 requests &… Show more Started in a contract position as desktop support analyst, promoted to Services Centre Team Leader. Provide timely and high-quality resolutions to escalated incidents and service requests, following agreed process guidelines and service standards. Worked as essential services team during Covid-19.Key Achievements:* Lead a team of 12 desktop & service desk analysts, scheduling and completing tasks as well as assisting with problem escalations. We handle between 4000-6000 requests & incidents on a monthly basis, upwards of 80% are completed as first call fix.* Manage resource allocations in order to scope and estimate user requests.* Execute technical strategies to increase efficiency and service.* Develop an understanding of the business and support requirements, as well as interface with other departments to resolve complex or emergent operational problems.* Strong problem solving and analytical skills with an ability to effectively multi task. Show less

Oversee eight technical specialists spanning two locations (JNB and CPT), reporting to COO. Align with senior law partners regarding IT issues. Allocate portions of the IT budget. Identify, oversee, and track escalations for helpdesk support from other teams.Key Achievements:* Led a team to deploy 400 laptops in a timely manner without incidents.* Successfully led a team to locally procure & deploy remotely over 150 devices (laptops & desktops) to our office situated outside of… Show more Oversee eight technical specialists spanning two locations (JNB and CPT), reporting to COO. Align with senior law partners regarding IT issues. Allocate portions of the IT budget. Identify, oversee, and track escalations for helpdesk support from other teams.Key Achievements:* Led a team to deploy 400 laptops in a timely manner without incidents.* Successfully led a team to locally procure & deploy remotely over 150 devices (laptops & desktops) to our office situated outside of South Africa.* Successfully managed to negotiate a cost saving of $300k annually for our mobile telephony solution.* Oversaw Bytes Document Solutions MFP proposal, valued at a cost savings of approximately $125k annually, by extending existing agreements to another 12 months.* Successfully managed a complicated MFU device upgrade impacting approximately 40 end users without interruption to service.* Orchestrated a .98% reduction on $500k laptop refresh due a revised ICT hardware agreement.* Reduced by $16k annually due to a comprehensive assessment of resource utilization and reallocation of resources. Show less

Delivered 1st and 2nd line desktop and helpdesk support to legal professionals; commended for high levels of customer service. Contributed to managing multiple projects on-time and on-budget. Served as the point of contact with the vendor in supporting quality testing for new infrastructure.Key Achievements:* Achieved a promotion into the role as Support Team Leader.* Directed the complex rollout of an MDM solution for smartphones with Airwatch by VMware, and a proof of concept… Show more Delivered 1st and 2nd line desktop and helpdesk support to legal professionals; commended for high levels of customer service. Contributed to managing multiple projects on-time and on-budget. Served as the point of contact with the vendor in supporting quality testing for new infrastructure.Key Achievements:* Achieved a promotion into the role as Support Team Leader.* Directed the complex rollout of an MDM solution for smartphones with Airwatch by VMware, and a proof of concept for new Xerox MFU devices (50 consisting of black and white, in addition to colour devices).* Contributed to implementing network infrastructure and wireless access points, enabling remote access.* Repaired faulty equipment in a timely manner by collaborating with suppliers and scheduling repair visits. Show less

Oversaw all aspects of IT, including budget and cost improvements, in addition to overseeing computers, software licenses, networking, and support services. Successfully set up printers, websites, and intranets; conducted daily backups. Contributed to the creation and modification of IT budgets. Upon approval, purchased IT hardware and software, including providing oversight to software licensing.Key Achievements:* Increased redundancy and lowered cost of servers and storage by… Show more Oversaw all aspects of IT, including budget and cost improvements, in addition to overseeing computers, software licenses, networking, and support services. Successfully set up printers, websites, and intranets; conducted daily backups. Contributed to the creation and modification of IT budgets. Upon approval, purchased IT hardware and software, including providing oversight to software licensing.Key Achievements:* Increased redundancy and lowered cost of servers and storage by planning and implementing a virtual server environment.* Negotiated with vendors for reduced costs of MPLS links, while launching new wireless links to ensure redundancy.* Oversaw internet line activity, ensuring two internet modalities. * Kept user rights on the network and outlook up-to-date, responding quickly to changes in employee employment status. * Rapidly responded to new employees with fully operational computers, repairing computers for current employees, and delivering on-going training to new users on a wide range of programs and systems.* Created and updated Access client database, including Outlook mailshots, envelope labels, database queries, and word mail merges.* Negotiated vendor contracts for hardware such as MFP devices, internet lines (Broadlink and MTN Business), and Mimecast email archiving. Show less

Started an Information Technology business that supported smaller firms who do not have an internal IT dept. We managed all aspects of IT on behalf of the client, this included IT consulting, sales, support, connectivity and printing.