Experience

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  Boxer superstores

  Dec 2004 - Apr 2024

  o A business partner and IT project manager for IT supply chain projects, assessing areas of risk and implementing necessary processes to meet business unit requirements.o Coordinated resources to deliver new and process improvement projects with excellent business and customer services.o Mentored and motivated IT teams to support key business objective delivery.o Researched and implemented emerging technologies, hardware and software.o Worked flexibly to meet out-of-hours IT coverage and disaster recovery.o Created and delivered tailored roadmaps, enhancing the business unit’s technical capabilities and performance levels.o Integrated new business systems swiftly and accurately, building momentum for technical project opportunities.o Reported weekly and monthly updates and progress reports to group executives and the group's head, displaying consistent ability to meet project needs.o Managing 3rd party SLA and vendor relationshipsReason for Leaving: Current job. Show less Key Duties and Responsibilities:o Addressed and resolved SLA issues promptly using an incident management system.o Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.o Managed daily data batch processes to support the group’s business functions.o Managed a team of 5th-level escalation points for the service desk teams.o Participate in in-person meetings with stakeholders to assess and diagnose application problems.o Documented, actioned and managed defects in business applications and worked with developers to facilitate timely resolutions.o Managed and trained a team of 5 junior team members in quality service delivery to the end-user group.o Wrote and updated end-user manuals as an enabler for the user group’s self-learning.o Managing 3rd party SLA and vendor relationships.o Managed and implemented new store rollout projects.Reason for Leaving: Promotion. Show less Key Duties and Responsibilities:o Supervised helpdesk activities to keep company systems operational, and available to the groups national end-user groups.o Provided clear and concise step-by-step technical support to guide clients.o Create in-depth reports, detailing help desk objectives, end-user wait time and ticket resolutions.o Reviewed current processes and successfully identified improvement opportunities.o Facilitate prepare, setup, and installation of new employee workstations for employees, providing network access and related training.o Using remote desktop software, such as VNC and TeamViewer to remotely access end-user computers without difficulty.o Conducting training sessions with stakeholders to demonstrate software updates, new systems, and hardware.o Supported diagnosis and repair needs for software, hardware, and network issues, working remotely and with end-users to establish resolutions.o Responded to stakeholder emails, calls and incidents on software and hardware malfunctions and issues to fix remotely.Reason for Leaving: Promotion Show less Key Duties and Responsibilities:o Used support tickets to track and speed up incidents.o Helped stakeholders set up new systems, applications, and software.o Installed and set up applications for clients, including anti-virus software and Microsoft Office.o Provided clear and concise step-by-step technical support to guide clients.o Addressed and resolved SLA issues promptly using an OTRS system.o Participate in in-person meetings with stakeholders to assess and diagnose hardware problems.o Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.o Managed daily server backups on computers to avoid data loss from computer malfunctions.o Logged and completed reports to submit technical details to management.o Used remote access to navigate and link to stakeholder computers.o Backed up servers regularly to reduce data loss.Reason for Leaving: Promotion. Show less Key Duties and Responsibilities:o Provided clear and concise step-by-step technical support to guide clients.o Addressed and resolved SLA issues promptly using an incident management system.o Helped end-users set up new systems, applications, and software.o Installed and set up applications for clients, including anti-virus software and Microsoft Office.o Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.Reason for Leaving: Promotion. Show less

  • IT Project Manager

    May 2016 - Apr 2024

  • IT Systems Support Supervisor

    Dec 2011 - Jun 2016

  • IT Helpdesk Supervisor

    Mar 2007 - Nov 2012

  • Help Desk Analyst

    Mar 2005 - Feb 2007

  • Technical Support Graduate

    Dec 2004 - Feb 2005
• 

  Derivco

  Feb 2024 - now

  Project manager