Work Experience 2008-2009 GTV-RDC s.p.r.l Kinshasa
Operations Manager
• Relocated from Johannesburg South Africa to Kinshasa DR Congo to head the operations department for GTV a payTV business, from August 2008 to January 2009 (the GTV group went under liquidation in February 2009, after 18 months of service in 23 African countries with 140,000 subscribers. The head office in London was unable to secure further capital injection due to the financial crisis).
• Managed all aspects of operations of the DR Congo operating company (OPCO), namely: HR (which was then transferred to finance for management), customer services, cashiering, logistics and stock control, procurement, churn and credit control (from a systems point of view), IT/telecoms and standby power, fulfilment (digital satellite dish installations at customers), piracy in commercial and residential distribution, and general implementation of global and internal processes and procedures.
• Also acted as interim for the Financial Manager for one and a half month.
• Managed conditions of VSAT up and down link, conditions of the I-Direct satellite modem, Cisco switch and router, IP telephony (Nortel).
• Reporting on monthly basis on all aspects of operations, with particular focus on: stock management and logistics, IT/telecoms and standby power, installations, and implementation of processes and procedures.
• Project management: technical assessment of prepaid cars (PPC) system, ensuring readiness of mobile GSM infrastructure for integration with the PPC activation monitoring and billing system.
• Number of people I managed in operations department: 10 staff, 4 consultants, 3 installation contractors, 10 suppliers. Value of asset under direct management of operations $95,000 before depreciation, and $100,000 after depreciation, including capitalisation, before liquidation of the OPCO.
2008 Gateway Communications Johannesburg
Junior Application Integration Developer
• Familiarity and proficiency with EDI standards, e.g. UN/EDIFACT, SAANA, X12, XML
• Working knowledge of Enterprise™ including familiarity with basic UNIX (HP-UX 11i) commands
• Customer service delivery directly to customer or as a support through Helpdesk
2005 - 2008 Gateway Communications Johannesburg
Customer Support Analyst
• Firstlevel support at the Helpdesk on two types of networks: 1) data networks, for virtual business network customers and voice traffic networks for VoIP customers; 2) electronic commerce platform, for electronic data interchange customers, XML and Web customers). Monitoring tools used: CiscoWorks (Campus Manager); Hostmon, PRTG, Winlink 1000 Manager ( for carrier class radio relay management), and other internal systems.
• Ensuring customer satisfaction by responding to, logging, documenting, forwarding, escalating, and tracking customer calls. Call logging system used: HEAT.
• Troubleshooting problems at first level: 1) via telnet and IPsec for analysing router interfaces; 2) via 3G VPN connections to LAN; 3) via ping, trace and FTP as well. Understanding of Cisco show commands for troubleshooting. Conducting first level problem solving using documented procedures and available tools.
• Ensuring timely escalation of customer problems when necessary by documenting the impact to the customer and by assigning an appropriate priority and resolution targets.
• Ensuring problem resolution by initiating assignments to second line support, external third party companies (eg. Telcos) and by keeping the customer updated on the status of problem resolution.
• Managing day-to-day service delivery problems via the following: QoS statistics, graphs.
• Working on special projects as assigned (e.g. database updates), and self initiated projects (e.g. improving visual monitoring interfaces, studying monitoring tools and documenting processes and devising solutions on how to integrate them in the problem solving procedures).
• Assisting other staff and team members to liaise with French speaking (Belgium) clients, colleagues and third party service providers.
2005 Microsoft WECA/BTG Outsourcing Johannesburg
Call Centre/Data Capturing Agent
• Client support and updating of Africa’s French speaking client databases. The job involved liaising with corporate clients in each of the French speaking countries, conducting surveys and intelligent market studies.
Reference:
Grace Duarte (Senior Programme Manager)
Tel/fax: +2711 205 7000
Cell: +2783 266 7268
E-mail: grace.duarte@btgroup.co.za
URL: www.bytesoutsourceservices.co.za
2005 Community Service Johannesburg
Programme Coordinator/Video Editing
• Coordinated community job centre and small business support centre;
• Headed a video editing/montage department
Reference:
Ps. Ladi Kuyinu
Tel/fax: +2711 781 9714
Cell: +2783 288 0038
E-mail: pastor@worldovercomers.co.za
2004 Bodibeng Technology Incubator Johannesburg
Programme Coordinator
• Coordinated the implementation and awareness of ICT and electronics (ICT&E) programmes for virtual enterprise incubation at universities;
• Developed strong ties with research funding institutions at government level in South Africa, bi-lateral and multi-lateral funding organizations at international level, local and international NGOs, and large corporates;
• Structured and implemented multidisciplinary R&D projects in he area of ICT& E at a higher learning institution where the majority of post-graduate students were from historically disadvantaged background.
• Increased programme awareness on a national basis and developed ties with R&D joint-programme funders in the manufacturing and processing industries
2002 -2004 Various consultancy jobs Johannesburg
Freelance Consultant
• Consulted with some South Africa based large corporates on social projects to
• Implement as part of their corporate social investment (CSI) strategy in the DR. Congo. I developed a customer reward programme for cellular network subscribers that incorporated computer literacy training to the masses financed through CSI.
• Initiated high-tech research and development (R&D) projects in the area of automotive electronics and ICT at a historically black higher learning in South Africa.
• This initiative incorporated R&D and incubation to developing and nurturing entrepreneurial talents amongst black students. Later the initiative was re-branded and refocused its attention on specifically post-graduates at higher-learning institutions around South Africa.
• Marketing services of freelance web designers and database developers to IT department at small, medium and large firms
• Assisted DRC companies source and structure leasing contracts with the South African aircraft leasing industry.
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2000–2002 Interface Media Johannesburg
Marketing Assistant & Call Center Coordinator
• Managed newly launched query-by-call center service.
• Tripled data capturing productivity by improving business sourcing and streamlining call center staff information reporting procedures
• Boosted listed clients’ sales through improving product and service query referral procedures and system. This had a time reduction impact on the service turn around time.
• Improved the efficiency of the individual tracing service where countless number of individuals could be re-unite with family members and old friends
• Contributed averting money laundering scams such as the “419” scam
Reference:
Morgan Briggs (Production Director)
Tel: +2711 507 3030
Fax: +2711 507 3001
E-mail: morgan@iface.co.za
URL: www.interface.co.za
1999 Storm Telecom Johannesburg
Telesales Consultant
• Promoted least cost call routing technologies to corporate companies that had a significant rate of international calls.
• Developed the knowledge and connections for exporting the technology though out Africa.
1999 Envent Johannesburg
Marketing Agent
• Market research and course material development
• Call canvassing and telemarketing
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Reference:
John Ginsberg (Managing Director)
Tel: +2711 783 7692
Fax: +2711 783 7695
E-mail: N/A
URL: www.envent.co.za
1997 Hollard Direct Solutions Johannesburg
Client Services Agent
• Worked in a customer helpline call center for one of the largest take-away chain in South Africa.
• Improved wine sales and membership renewals for Diner’s Club Wine Society of South Africa
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Reference:
Tania Smith (HR Manager)
Tel: +2711 285 5000
Fax: +2711 285 5001
Education
QUALIFICATION INSTITUTION YEAR
Information Technology Infrastructure Library (ITIL) certification Quintica Passed certification exam in 2007. Now preparing for Service Manager level exam
IMM Certificate in Marketing Management Damelin Business School Completed and passed in 1998
B.Com Marketing UNISA In 2nd year now
CISCO Certification for Network Administrator (CCNA) CTU College Boksburg (wrote the exam there) Failed with 77%, 85% required to pass the exam, re-writing exam in April 2008
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Miscellaneous interests & kills Fluency in English and French (written and spoken) and strong communication skills.
Sport, automotive, electronics and computers, general outdoors
Professional video editing skills
