Kurt Davids

Experience

• 

  Dimension Data Middle East and Africa

  May 2007 - Dec 2014

  • Deliver 2nd level support for Genesys and Cisco IPCC contact centers.• Manage 1st level engineers with the daily tasks assigned as well as assist engineers and management from a 2nd level engineering perspective.• Log new and update existing vendor tickets. (Genesys, Avaya, Cisco and NICE).• Adhere to the incident management process• Continuously making sure that the incident process is driven from end to end.• Continuously checking and contributing to the Daily open issues list and following up with the 1st level engineers.• Adhere to agreed Service Level Agreement standards set out by Dimension Data at all times thus maintaining and increasing customer service levels.• Completion of Incident Reports and delivered to client within 36 hours.• Continuously restore and resolve all client issues within the shortest possible time as per SLA agreement • Build effective working relationships with colleagues in different functions or businesses in the company in order to achieve goals• Take ownership of the clients concerns and problems to ensure clients satisfaction. • Adhering to weekly and monthly client visits.• Focusing on delivering value to the client and always suggests and adopts ideas to improve client service.• Manage and support all Cisco IPCC customers single handedly due to limited Dimension Data skilled engineers.• Support AVAYA solutions. Show less • Deliver 1st level support for Cisco IPCC contact centers.• Log new and update existing vendor tickets. (Genesys, Avaya, Cisco and NICE).• Adhere to the incident management process• Continuously making sure that the incident process is driven from end to end.• Adhere to agreed Service Level Agreement standards set out by Dimension Data at all times thus maintaining and increasing customer service levels.• Completion of Incident Reports and delivered to client within 36 hours.• Continuously restore and resolve all client issues within the shortest possible time as per SLA agreement • Build effective working relationships with colleagues in different functions or businesses in the company in order to achieve goals• Take ownership of the clients concerns and problems to ensure clients satisfaction. • Adhering to weekly and monthly client visits.• Focusing on delivering value to the client and always suggests and adopts ideas to improve client service. Show less • Install, upgrade, support and troubleshoot XP and Microsoft Office 2007 and any other authorised desktop applications. • Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorised peripheral equipment. • Performed general preventative maintenance tasks on computers, laptops, printers and any other authorised peripheral equipment. • Performed remedial repairs on computers, laptops, printers and any other authorised peripheral equipment. • Customized desktop hardware to meet user specifications and site standards. • Performed work in compliance within specified warranty requirements. • Returned defective equipment/parts to maintenance inventory, documents customer repairs, maintains and restocks assigned parts inventory to insure proper spare parts levels. • Safely package equipment for branches and arrange for the transport of the equipment.• Responsible for monitoring, operating, managing, troubleshooting and restoring to service any terminal service client, personal computers (PC) or notebooks that has authorized access to the network. • When the restoration was beyond the scope of the computers, laptops, printers and any other authorised peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member. • Develop trends by monitoring and analysing incoming calls, problems and support requests. Show less

  • Senior Support Engineer

    Dec 2011 - Dec 2014

  • Genesys Support Engineer

    Feb 2008 - Dec 2011

  • Desktop Support Engineer

    May 2007 - Feb 2008
• 

  Lufthansa InTouch

  Jan 2015 - now

  Manage all the activities of the Advanced IT Services department and set goals for each team member to ensure timely project or feature delivery.Develop team members continuously by conducting regular feedback sessions and providing feedback on performance and improvement opportunities.Keep abreast of latest developments in Genesys and Cloud technologies, in order to provide insights that will influence our technology-driven corporate omni channel IT strategy.Expand the digital service platform by evaluating new & upcoming Genesys & Cloud features, then test and promote the concepts that will add value to business or customer experience.Drive continuous improvements and efficiencies of existing IT services, by following the Agile methodology of Develop, Test, Release, Feedback & Improve.Design, develop, code, test and debug new Genesys interaction flows.Develop & maintain integrations between Genesys and 3rd Party software or Cloud services.Monitor, evaluate and ensure the completion of tasks and projects.Keep up to date with the latest development software & Cloud services.Report development progress to Head of IT Enterprise Architecture.Ensure proper documentation of applications, features and integrations released into production.Maintain a rigorous release management process.Review and conduct system unit tests and participate in user acceptance tests.Scope, review and refine proposals that will go out on RFP to external vendors.Support IT projects within Lufthansa InTouch as trusted technical advisory.Act as 3rd line support for Genesys & Cloud platforms.Provide input into annual budget process for Genesys and Cloud services.Represent the Advanced IT Services department in meetings.Cooperate with main stakeholder within Lufthansa InTouch being e,g. IT Operations, Senior Management, Business Development and Operations management.Any other IT development and support related topics and duties. Show less • Manage, maintain and support the global HBA solution;• Identifying and acting on opportunities to improve and update HBA systems and software;• Ensuring Service Level Targets / Service Level Objectives within the SLA is met with vendors as well as the internal helpdesk;• Developing and implementing HBA policy and best practice guides;• Conducting regular system audits;• Ensure that the HBA Standard Operating Procedures (SOP) are executed and reported on;• Oversee change management within the HBA environment;• Project manages new and changing HBA IT infrastructure from inception to completion based on a defined project management methodology provided by the Group IT Project Management Office (PMO); This included existing solutions in Canada and Europe and any future HBA concepts;• Implement, configure and test feasible solutions;• Own and manage the HBA IT Budget;• Provide comprehensive reporting:o HBA user list;o Monthly HBA report;o YTD IT Budget;o SOPs;• Ensure compliance with Lufthansa InTouch ICT standards (inc PCI) and processes at all times;• Keeping up to date with technical and industry developments;• Travel as needed to remote satellite or HBA locations;• Perform standby duties within agreed rotation;• Manage vendor relations;• Other duties consistent with the position; Show less • Provide multiple recommendations on how to improve the business processes/workflow. Act on a consultative role to provide resolutions to complex problems. Strong customer relationships and good understanding of how the Lufthansa InTouch Group operates;• Critically evaluate information gathered from multiple sources to develop logical recommendations. Conduct requirement analysis, prepare and present specific proposals for modified or replacement systems;• Assist in writing requirements, design, testing and/or initiation of projects to help provide solutions for Lufthansa InTouch Group customers. Translating client requirements into highly specified project briefs. Break (system implementation) projects into logical tasks appropriate for IT Specialists to implement;• Manage and prioritize multiple tasks with competing deadlines;• Implement, configure and test feasible solutions.• Project manage new and changing IT infrastructure from inception to completion based on a defined project management methodology;• Ensure that project budgets are adhered to and deadlines met;• Provide weekly, monthly and quarterly reporting based on project life-cycle;• Mapping and documenting interfaces between legacy and new systems, systems and stakeholders. Visualize interaction and design of system;• Ensure compliance with ICT/IT standards and processes at all times;• Supporting users on change control and system updates;• Keeping up to date with technical and industry developments;• Second and third tier customer support, troubleshooting and providing solutions for the front line and first line support staff;• Work with service providers to resolve complicated problems;• Diagnose and document workarounds and known errors, end-user feature improvements, and operations feature improvements;• Work with customer employees and service providers, including business managers, project managers, software engineers, security analysts, data center engineers, and customers. Show less • Provide multiple recommendations on how to improve the business processes/workflow. Act on a consultative role to provide resolutions to complex problems. Strong customer relationships and good understanding of how the Lufthansa InTouch Group operates;• Critically evaluate information gathered from multiple sources to develop logical recommendations. Conduct requirement analysis, prepare and present specific proposals for modified or replacement systems;• Assist in writing requirements, design, testing and/or initiation of projects to help provide solutions for Lufthansa InTouch Group customers. Translating client requirements into highly specified project briefs. Break (system implementation) projects into logical tasks appropriate for IT Specialists to implement;• Manage and prioritize multiple tasks with competing deadlines;• Implement, configure and test feasible solutions.• Project manage new and changing IT infrastructure from inception to completion based on a defined project management methodology;• Ensure that project budgets are adhered to and deadlines met;• Provide weekly, monthly and quarterly reporting based on project life-cycle;• Mapping and documenting interfaces between legacy and new systems, systems and stakeholders. Visualize interaction and design of system;• Ensure compliance with ICT/IT standards and processes at all times;• Supporting users on change control and system updates;• Keeping up to date with technical and industry developments;• Second and third tier customer support, troubleshooting and providing solutions for the front line and first line support staff;• Work with service providers to resolve complicated problems;• Diagnose and document workarounds and known errors, end-user feature improvements, and operations feature improvements;• Work with customer employees and service providers, including business managers, project managers, software engineers, security analysts, data center engineers, and customers. Show less

  • Advanced IT Services Manager

    May 2022 - now

  • HBA IT Manager

    Dec 2018 - Jun 2022

  • GroupIT Business Systems Analyst

    Nov 2016 - Dec 2018

  • GroupIT Systems Analyst

    Jan 2015 - Nov 2016