Martin Bosch

Experience

• 

  Standard Bank Group

  Jan 1996 - Mar 1996

  Savings Clark

  Had to open up new saving accounts, and give out statements.

• 

  Ethniks Systems

  Apr 1996 - Aug 1997

  PC Support Engineer

  Assembling PC’s Supporting HP PrintersInstallations of Operations systems & office applications Duties: Installation and Administration of Microsoft Windows 95,Windows for Workgroups and Windows 3.1 and 3.11. Installation, Administration and Support of the above mentioned Operating Systems in a Networked as well as Single user Environment

• 

  Bytes Technology Group

  Jun 1997 - Jul 2001

  Setup, Installation, and configuration of Cisco routers.Setup, Installation and configuration of Bay routersSetup, Installation and configuration of Passport 6480/6440’sSetup, Installation of bay dialup’s 5399/8000 seriesMaintaining the ISP’s BackboneDuties: Network Administration & Router Administration Support work with Modems as well as work with NT, Windows 95,also MacOS. Problem resolution of any software that was 'internet' related.Duties: 1st line Customer Support, Problem resolution, and troubleshooting. To resolve problems and trouble shoot possible problems across a wide range of operating systems and hardware products. NMS department was just created. Putting documents in place to look after and support the following clients;• SA-Eagle• Nestle• PPS• RTT• Tsogo Sun These duties included looking after all Telkom lines for all these clients.Report the lines if they fail. If a router failed, dispatch a Network engineer.Write month end reports to each of the clients to what happened on the network.Giving in to detail what was wrong, and the resolution and total downtime.

  • Network Engineer- BTG Net (Internet)

    Mar 1998 - Jul 2001

  • Customer Support Representative - GIA

    Sept 1997 - Dec 1998

  • NMS Agent

    Jun 1997 - Feb 1998
• 

  Bytes Systems Integration

  Aug 2001 - Aug 2007

  • Coordinate a fully integrated IT Service Desk to ensure the delivery of the industry's best level of service to all customers (both internally and externally)• Ensure efficient management of all the Call Centre processes• Monitor and improve service levels• Manage and maximize team performance and development• Management and customer reporting• Establish and improve a service culture• Monitor and improve administrative processes for timeous and accurate processing while conforming to service levels• Internal and external escalations • Conform with IT Services Best Practice • Different cultures within the call centre• High volume / low error rate• Escalations 24 x 7• HR matters with staff and HR department• Investigations of technology to minimize cost and maximize return• Identification of appropriate training skills required to skill our staff to world class standards• Benchmarking activities against similar activities in other businesses in order to obtain world class standards• Incentive scheme design and implementation• Setting of departmental (internal SLA’s)• Capex and budget preparation in conjunction with service delivery manager• Project management and involvement• Maintenance of client relationships (internal and external)• Crisis management (i.e. variances in workload, staffing, specific customer demands, technology failures, power failures etc.) – Ensure service continuity• Capacity planning• Staff meetings• Ongoing review meetings with direct goals• Appraisals• Branch visits• Presentation on department products and procedures to both internal and external customers• Customer focus workshops• Proactive approach to service and support provisionOther duties • Health and safety representative for BTG Midrand – Started 15th July 05• Have been privileged to join the Alton Young President’s club – started 4th April 07 Show less Setup, Installation, configuration and maintaining of Nortel Passport 6000 series6420’s, 6440’s & 6480’sSetup, installation, configuration and maintaining of Cisco equipment as per the list below;• Routers• Switches• Cache Engine• Wireless Bridges• Wireless Access points. Duties:• Was outsourced to look after the Nortel backbone for SAA. August 2001 – July 2003• Maintaining Fuel Groups Back Bone. July 2003 – April 2005• Maintaining AEL’s LAN• Maintaining JHB Waters LAN• Maintaining IHD’s LAN• Backup Engineer for;o SA- Eagleo Sandown Motorso Group 5o HSBCo Reuters• Looking after Moneyweb’s network February 2004 – August 2004o And many more adhoc clients Show less

  • Call Center Manager

    Mar 2006 - Aug 2007

  • Field Service Manager

    Apr 2005 - Mar 2006

  • Senior Network Engineer

    Aug 2001 - Apr 2005
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  SITA

  Aug 2007 - now

  1. To manage Telecommunications ( WAN) communications within South Africa for the SAA outsourcing project 2. Controlling logical network security as well as change control pertaining to these areas. 3. Fault diagnosis and resolution on all Network related issue within pre-defined and agreed SLA's, including Internet and compiling and submitting RCA reports.4. To manage LAN infrastructure across the globe for the SAA outsourcing project.5. Manage 3rd party suppliers such as BCX , Internet Solutions, Neotel, Vodacom, etc Show less

  • Manager Service Operations - Networks

    Jan 2021 - now

  • Senior Specialist & Infrastructure Operations

    Aug 2007 - now