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Summary

Experienced, results driven professional with 17 years of experience in Information Technology including strong technical and supervisor skills coupled with a broad knowledge of Contact Center Technologies.

Work History

2013Present

Senior Technical Solutions Specialist

Dimension Data Middle East and Africa

As a Solutions Specialist at Dimension Data I use an interdisciplinary approach to creating large, complex systems that meet a defined set of business and technical requirements. 

  • 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 design technical solutions
  • Consult on installation and deployment of these solutions whilst at the same time developing business knowledge
  • Apply design, integration and testing principles
  • Apply 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
  • Provide pre-sales support by engaging with clients to identify business opportunities
  • Provide pre-sales support by identifying viable solutions and costing requirements
  • Assist system owners by improving operational requirements including policies, procedures and problem management

I have worked with many different products and technologies such as Genesys, Avaya, Cisco, VMware, NICE, Microsoft, Linux, Android, Sierra Wireless, AirWatch and Samsung to name a few. Systems that include both physical and virtual requirements, some of these being premises based and others cloud based systems.  

In previous projects, I have successfully fulfilled the role as Lead Solutions Specialist for one of the most significant projects Dimension Data Cape Town was awarded - to deliver Mobile Infrastructure for the Western Cape Government, Emergency Medical Services. This included premises based and cloud based technology for Mobile Infrastructure in 6 control centres and over 500 Ambulances, Patient Transport, Rescue and various other vehicle types. The role required strategic planning to identify the business and operational requirements, process design to meet the organizations workflow requirements within the applications suite, systems analysis to identify the most suitable design, products and procedures to implement in terms of communications infrastructure, mobile routers, tablet devices, vehicle tracking, mobile device management, remote support for mobile devices as well as electrical and mechanical engineering to successfully meet challenging requirements.    

Using software tools I create the required documentation for each project. These may include, business requirements, product requirement specifications, system requirement specifications, high level designs, low level designs, acceptance test procedures (system and user), staging procedures, change request logical workflows, system check procedures and technical go live procedures.  

20102013

Technical Consultant  

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
20042010

Systems Engineer

Dimension Data - Western Cape, South Africa

System Engineer, onsite at Vodacom  

  • Resolve technical issues
  • Implement system updates
  • Participate in projects from an implementation and support perspective
  • Log and track issues within the CRM solution including research and customer communication
  • Build and maintain test environments and 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 challenging 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 
20022004

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.

19992002

Field Engineer

Dimension Data - Port Elizabeth, South Africa

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

Education

20172017

TOGAF

Real IRM
20172017

Business Systems Analysis

University of Cape Town
20152016

Kepner Tregoe 

Dimension Data University
  • Kepner Tregoe
  • Kepner Tregoe Advanced
Aug 2014Nov 2014

CCNA

Dimension Data University

Online Course

Jan 2009Dec 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 2008Jul 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 Recording Systems
  • Voicemail Systems
Jan 2001Nov 2001

MCSE (Microsoft Certified Systems Engineer)

IT-IQ
Jan 1999Sep 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 2000Aug 2000

A+

IT-IQ
Feb 1999Nov 1999

Computer Engineering

Damelin College
Dec 1998

Matric

Newton Technical High School

Honors and Awards

Excellence Award 2012 - Technical Consultant at Dimension Data

Teamwork, Professional Excellence, Partnership, Proactivity, Multicultural Strength

Dimension Data Key Talent 2013, 2014, 2015, 2016

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

Vodacom - Contact Center Systems

Willingness to tackle any issue, determination and the ability to deliver on time with accurate information