Lorenzo Leaner

Experience

• 

  Sanlam

  Jan 1993 - Jan 2000

  • Financial assistant - IT Training Department

    Jan 1993 - Jan 2000

  • Financial assistant - IT Training Department

    Jan 1993 - Jan 2000
• 

  CS Holdings

  Jan 2001 - Jan 2004

  Project Administrator
• 

  Datacentrix

  Jan 2012 - Feb 2014

  Specialist

  Quality AnalysisProcess AnalysisReporting AnalysisRelease Management Training AnalysisCustomer liaising (New Service Requirement)TrainingProcess DocumentationQuality AuditsSpecification Performance Profile (SPP) AuditsKnowledge Content Management including Project Administering the development of a Knowledgebase Interfaceas well as managing the content elicitation and delivery process (Project done)Established an Executive Profiling solution with regards to Enterprise Solutions Support for the client (evaluationof service is on-going)Service Level managementStaff managementPerformance management Show less

• 

  StorTech

  Mar 2014 - Apr 2019

  IT Helpdesk Supervisor

  SLA Monitoring•Staff Performance Management•Staff Quality Management•Responsible for staff process adherence•Re-enforcing team culture•On the job couching of team members•Conflict resolution•Weekly team meetings•Punctuality and absenteeism reporting•Productivity monitoring and reporting•Organise and prioritise workflow•Deal with high level escalations•Provide Adhoc training as required

• 

  2U

  May 2019 - now

  Responsible for all service delivery aspects of the end user computing support environment within 2U with main focus on first line support. The role also includes the implementation of service improvement plans as well as meeting/ exceeding the customers’ expectations.- Ensure operational efficiency through the daily measurement of direct report productivity.- Ensure timeous response and resolution of customer tickets which are logged and assigned to individual analyst.- Ensure all calls are acknowledged and customer feedback is provided on a regular basis.- Ensuring adherence to Operational Standards- Driving the efficiency and effectiveness of the incident management process- Ensure adherence to all policies, process, and procedures for all resources in the Service Desk environment.- Operational Reporting i.e., performance, capacity, and availability reports- Escalation Management – Act as the single point of escalation for the Service Desk environment- Drive operational projects to ensure timeous completion as per client requirements.- Resource planning and scheduling, ensuring a full complement of staff is available to provide services.- Skills integration – Upskill operational staff in new services, applications, and equipment.- HR management for all onsite resources- Perform continuous business improvement to optimize and increase the value of the process. This includes:• Process reviews• Procedure Reviews- Investigate, implement, monitor, and measure areas for service improvement.- Review customer satisfaction surveys to identify service improvement areas. Show less •Aligning IT Support strategic vision with organisational strategic goals•Driving efficiencies through continual service improvement plans•Continual review of departmental process and procedures•Implemented customer feedback survey•Implemented departmental environmental reports and dashboards•IT Assets and Logistics Management•Staff Performance Management•Staff Quality Management•Responsible for staff process adherence•Re-enforcing team culture•On the job couching•Conflict resolution•Bi - weekly team meetings•Productivity monitoring and reporting•Deal with high level escalations Show less

  • Sr. Manager - Helpdesk & IT Support (Global)

    Nov 2022 - now

  • IT Support Manager

    May 2019 - Nov 2022