Bronwyn Lyon

Experience

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  MultiChoice

  Jan 2001 - Feb 2003

  Customer Service Representative

  Customer Enquiries\serviceClient LiaisonAccount\Billing EnquiriesTechnical EnquiriesSales & Marketing

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  Accenture

  Mar 2005 - Jul 2006

  Service Desk Analyst

  • Respond to all calls via the call sequencer within the agreed time frame (SLA) (90 % of calls taken within 2 minutes) and logging all the calls accurately onto ARS • Ensure that call retention is maintained at 90 %• Assume accountability for the call centre e-mail logging process as required• Logging and resolving first line support calls• Logging calls that are received via the call centre voicemail box• Logging and resolution of calls logged to the call centre responsibility area within the agreed SLA times• Respooling of reports – within 8 working hours• Actioning of outstanding store transmissions – within 8 working hours• Logging of calls to 3rd party call centres and follow-up on resolution of calls• Ensuring that all calls are routed to the correct responsibility areas of ARS• Ensuring that the client receives quality customer service at all times• Taking part in initiating process improvements to the service• Working effectively as part of a team and seeks to support the team’s goals• Broadening own technical, functional and industry based skills• Engaging in formal and informal knowledge transfer Show less

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  BCX

  Jul 2006 - now

  Senior Systems Administrator at Accenture

  Avenew is the Edcon Store Solution. I have been assigned there to provide support for the Pilot\ existing stores. With the assistance of the developers and Business analysts we help with any problems that a store might experience. We work on Windows Point of Sale systems, with Windows store service. We use tools such as: PC anywhere\Remote Desktop Connection or Real VNC. In so doing we: install Printers assign Security Rights changed Connection Settings. I am daily involved in the re-deployement of terminals using Windows Deployment Manager. We will also help with the Roll out of the stores once needed. I have been actively working on SQL with SQL monitor, Replication of terminals, assisting with Setting up subscribers and re-initializing of terminals. I also work on the stores or terminal database via Microsoft SQL Server Management Studio. After leading an initiative to have facilities cross skilled to applications and vice versa I have gotten involved in PLU replication as well as checking and correcting promotional merchandise when stores have sales with up to 50% off.I have compiled a number of SPD's (Support process documents) in aid of this. Having known errors and their solutions continuously documented, makes the process of training so much easier. Show less

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  Accenture

  Aug 2012 - Sept 2013

  Database administrator

  As a Avenew DBA for Avenew you design and implement stored procedures, and tables. You also look after the Merge replication and Transactional replication. Store terminals are linked to the Store server Via Transactional Replication, and Store serversare linked to Central Via Merge Replication We are also running Service Broker to send the transactions up from the terminals to the central server. You also look after the Merge replication and Transactional replication and replicate data effectively across 23000 subscribers. Show less