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Don Cockcroft

Don Cockcroft

Followers of Don Cockcroft500 followers
location of Don CockcroftCity of Johannesburg, Gauteng, South Africa

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  • Timeline

  • About me

    Operations Manager at Adapt IT (Pty) Ltd

  • Education

    • Paarl Vallei High School

      1993 - 1995
      Matric Matric

    • Birnam Business College

      2003 - 2003
      Journalism Executive Journalism

      Journalism Diploma – Journalism 1, 2, 3,4– Media Management– Typing (33wpm)*– Business Communication*– Introduction to Computers*– Word Level 1 & 2*– Basic Public Relations– Business Etiquette– Business English*– Photography*– Corel Draw 9**With Distinction

    • Torque IT

      2015 - 2015
      ITIL Foundation and SOA Business Administration and Management, General Foundation

    • GIBS Business School (Gordon Institute of Business Science)

      2017 - 2017
      PMD Business management

      Business Development

    • GIBS Business School (Gordon Institute of Business Science)

      2017 - 2017
      PMD Business Administration and Management, General

  • Experience

    • Micros South Africa (Pty) Ltd

      Apr 2004 - Dec 2019

      Managing SLA's.Dealing with high level escalations.Special projects.Analyzing trends.Monthly performance statistics.Improving support standards and procedures.Reporting monthly and weekly.Changing procedures and structures within the support desk.Quality control.Creating strategies to better our environment.Monitoring call queues with Cisco and Avaya.Scheduling on going training programs and development.Leading supervisors, support technicians, specialists and incident managers.Mentoring employees.Scheduling a 24 hour support desk, ensuring capacity and availability.Efficient in CRM, VIP, CISCO/Avaya, VMware, SQl, Micros Products E7, 3700, 9700 & Symphony.Finished GIBS PMD 2017 Show less • Managing SLA's• Dealing with high level escalations• Special projects• Analyzing trends• Monthly performance statistics• Improving support standards, processes and procedures• Reporting monthly and weekly• Attending all monthly client SLA meetings• Changing procedures and structures within the support desk• Quality assurance• Creating strategies to better my environment• Monitoring call queues with Cisco and Avaya• Scheduling ongoing training programs and development• Leading supervisors, support technicians, specialists and incident managers• Mentoring employees• Development of employees• Scheduling a 24 hour support desk, ensuring capacity and availability• Efficient in CRM, VIP, CISCO/Avaya, VMware, Sql, Micros Products E7, 3700, 9700 & Symphony Show less Specializing in Micros Res Products - e7, 3700, 9700 and Simphony. Also in stock management.3rd Line Troubleshooting - on call every second weekend for technical support. Loading of servers and making sure the servers are prepped with all relevant information. Servers loaded with Win 2008 and windows 7. Creating virtual environments for testing. Training new support people. Running complete boot camps for all new employee's.Testing and repairing Dell and HP servers/desktops. Show less

    • Adapt IT Holdings Proprietary Limited

      Dec 2019 - now
      Operations Manager F&B

  • Licenses & Certifications

    • ITIL Foundation

      APMG International

  • Volunteer Experience

    • Volunteer

      Issued by Freeme
      FreemeAssociated with Don Cockcroft