Summary

Experienced, results driven professional with 16 years of experience in Information Technology including strong technical and supervisor skills coupled with a broad knowledge of Contact Center Technologies.

Work History

Work History
Jun 2013 - Present

Technical Consultant

Dimension Data Middle East and Africa

As a Technical Consultant at Dimension Data my primary responsibility is to design and configure solutions of medium to high complexity.

  • Focus on defining customer needs and required functionality early in the development cycle, documenting requirements, and then proceeding with design synthesis and system validation.
  • Translate business requirements into functional requirements and through technical expertise translate the requirements into technical solutions.
  • Consult on installation and deployment of these solutions whilst at the same time developing business knowledge.
  • Expected to apply design, integration and testing principles.
  • Expected to provide problem management assistance at escalated levels.
  • Project management is also required on particular technical projects that assist the client in fulfilling their information technology needs.
  • The role also requires one to be able to work on multiple projects at the same time.

Currently I am involved in a project whereby I am fulfilling the role as Lead Technical Consultant for Mobile Infrastructure. The roles and responsibilities required for this position within the program include strategic planning to identify the business and operational requirements, process design to meet the organizations workflow requirements within the applications, systems analysis to identify the most suitable design, products and procedures to implement in terms of communications infrastructure, mobile routers, tablet devices (Android), vehicle tracking (AVL), mobile device management (MDM), remote support for mobile devices, electrical and mechanical engineering.    

I have also been responsible for the design and implementation of processes specifically vehicle acceptance testing, staging procedures, change request logical workflows, system checks procedures, and technical go live procedures.  Visio diagrams including workflows and technical diagrams.

In terms of documents that I have been responsible to provide, I have written the following specifications: Product Requirement Specification, System Requirement Specification, Design Specification, Low Level Design, Product Selection Specification, System Acceptance Testing and User Acceptance Testing procedures.  

2010 - 2013

Technical Lead

Dimension Data Middle East and Africa

The primary responsibilities for this role include (but are not limited to):

  • Participate in complex software solutions implementation projects on all stages of the classic project life cycle
  • Business requirements specification and analysis
  • Technical design specification
  • Implementation and Integration of the solution
  • Test Plan development and Testing
2004 - 2010

Support Engineer

Dimension Data - Western Cape, South Africa

Support Engineer (onsite at Vodacom Call Centres) – Genesys, Nortel and NICE systems support

  • Resolve technical issues of the Genesys Reporting & Routing product suite.
  • Research reported issues to find resolution through log analysis, problem replication, knowledgebase searches, and peer collaboration.
  • Understand how the issue impacts the Genesys solution and request appropriate information to resolve it.
  • Log and Track issues within the CRM solution including research, customer communication, and updates as the problems are being worked.
  • Build and maintain test environments/labs for troubleshooting and testing.
  • Understand and set issue priority based upon urgency and business impact.
  • Work in a support model with collaboration from other support engineers when necessary to resolve difficult issues.
  • Maintain ownership of customer reported issues until resolved.
  • Manage customer expectations and work within the escalation path when necessary to maintain customer satisfaction.
  • Close issues with a concise written resolution and root cause analysis when confirmed by customer
2002 - 2004

System Engineer

East Cape Cabling - Port Elizabeth, South Africa

System Engineer responsible for network design, installation and maintenance for PABX systems. Technical support for networking equipment such as switches, routers, PABX systems.  Sales duties: assistance with tenders and general sales

1999 - 2002

Field Engineer

Dimension Data - Port Elizabeth, South Africa

Field Engineer responsible for desktop support, PABX support (including system upgrades) and telephone management systems.

Education

Education
Aug 2014 - Nov 2014

CCNA

Dimension Data University

Online Course

Jan 2009 - Dec 2009

Genesys Consultant

Genesys University
  • Genesys 7 Framework installation and configuration (FRI)
  • Genesys Reporting and Routing installation and configuration (RRI)
  • Genesys Building Basic Routing Strategies
  • Genesys Advanced Routing 7
Jan 2008 - Jul 2009

BSc Information Technology

University of South Africa

Incomplete 

Feb 2002

PABX Installation and maintenance 

Tellumat
  • PABX Installation
  • PABX Maintenance
  • Digital Enhanced Cordless Telecommunications
  • Integrated Telephone Management
  • Voicemail
Jan 2001 - Nov 2001

MCSE (Microsoft Certified Systems Engineer)

IT-IQ
Jan 1999 - Sep 2000

Telecommunication

Dimension Data University
  • Ericsson Business Phone installation and maintenance
  • Ericsson MD110 installation and maintenance
  • Siemans ISDX/Realitis installation and maintenance
  • UNIX operating systems
Jan 2000 - Aug 2000

A+

IT-IQ
Feb 1999 - Nov 1999

Computer Engineering

Damelin College
Dec 1998

Matric

Newton Technical High School

Honors and Awards

Excellence Award 2012 - Systems Engineer at Dimension Data

Teamwork, Professional Excellence, Partnership, Proactivity, Multicultural Strength

Dimension Data Key Talent 2013, 2014, 2015

Selected as one of the top 120 employees to participate in the Key Talent programme