Prathana Jenny Woogerchun

Experience

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  IBM

  Jan 2005 - Jan 2007

  Technical Trainee and IT Specialist

  Technical Trainee• Fault finding andRepairs on power supplies, Monitors, Magnetic stripe readers, Pin pads (Encryption devices), printers, desktop computers, Laptops (IBM ThinkPads).• Administration and inventory update.• Customer Contract maintenance and shipping of parts.• Customer and system update for ZA calls (RCMSA).• QA on repaired devices, network points and system peripherals• Compile customer quotations on repairs and follow-ups.• Customer assistance• Ensure ISO9001:2000 quality adherence within the team.• Chairing, note taking and update of departmental meetings.• Maintain the parts inventory within the repairs centre (re-order level, shopping lists completion, update shortages and follow-up on pending orders).• Overall technical responsibilities within the service centre.IT Specialist• Health checking on the windows 2000, 2003, NT, SQL, AIX and IIS platforms remotely• Updating the databases for Health checking• Administrative UserID Management for customers• Creating deviation Templates• Creating and closing CIRATs issues with regards to the deviations found on customer servers• Drawing up work processes• Configuration of Secaudit• Running secaudit on customer servers• Extraction of the results after the Tool is run Show less

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  Netsurit

  Jan 2007 - Jan 2008

  High-End Tier 2 Client Service Consultant

  • Client network Management – Windows 2003 and 2000 environments, exchange 2003• Client Site Security Management – ISA, Antivirus and risk management and maintenance• Technical Support – End user peripheral devices, Server support, network support, Cabling, Active Directory, 3G• Troubleshooting – MS windows 2000, 2003, xp, vista, MS Office and various hardware and software issues as per client requests• CISCO switch maintenance• Site Standardization - Creation, implementation and management of policies and procedures created for various clients.• Backup - Implementation, management and maintenance client backup (onsite and offsite). Used SEV and NetOPS• Project involvement at various clients• Client Asset management and maintenance• Standby for Client and Tier 1 and 2 consultants• SOX Controls for various clients sites• Group Leader for onsite consultants:• Reviewing the teams BSC (Balance Score Cards)• Leadership role within the onsite group (management, Administration, and creating and implementing BSC changes)• Escalation Point for Tier one and Tier two consultant with the onsite team Show less

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  Loophold Security Distribution

  Jan 2008 - Jan 2009

  Junior Network Security Specialist

  • Monitoring of sytems – Cacti, Nagios, Aventail, Sonicwall• Setting up of backup devices for clients – Sonicwall CDP• Sonicwall Firewall setup and configuration

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  Nedbank

  Jan 2009 - Jan 2012

  Tier 2 Server Support Engineer

  Change Review and authorisationProject lead for projects involving the server teamServer InstallationsWSUS ManagementAnti-Virus managementProactive Server SupportDecommissioning and Consolidating of ServersDR Planning, testing and reviewResolving requests within SLAEnsuring servers were as per the Nedbank policies and processStandby (rotational)System monitoring through Nedbank applicationsServer Security Management and maintenance

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  SUPIMA COMPUTERS

  Jan 2009 - Jan 2009

  Senior Consultant

  • Reactive consultant when needed• Attended to issues over the phone as well as onsite• Half day onsite consult for certain clients

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  ERG Africa (ENRC)

  Nov 2012 - Aug 2014

  Distributed Computing Systems Engineer / Project Manager

  • Operational Management for South Africa and Africa – Budgeting, Training Requirements, Technical planning, Forecasting• CMDB – Review of • Coached newly technical staff on advanced technical procedures• Assisted IT director with technical specs that reduced our turn around time on deployments by 24% (SCCM).This also contributed to a reduction in travel costs.• Project managed various technical projects locally and within Africa• Technical Specification and Interviews of new technical staff members (End User & Server Support)• Managing end user technical team of 25 supporting 10000 users locally and within Africa Show less

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  Innovation Group South Africa

  Aug 2014 - Aug 2017

  Client Services Coordinator

  • Controlled acceptance criteria and sign off for projects, implementationsAnd upgrades• Supervised a cross functional team of 15 – 20 individuals providing technological support to 3000 usersacross different business units• Designed, enforced and continually maintained IT policies, procedures and processes• Responsible for IT orientation of new staff members.• User training and documentation for all new IT implementations.

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  InfyStrat Software Services

  Sept 2017 - Aug 2019

  IT Service Manager - Liberty Coporate

  • Implementation of onsite consultant which led to a 87.6% reduction in turn around times of sev 4 calls and 15% reduction for sev 3 calls• Identified and facilitated permanent resolution for problems which led to a reduction in adhoc costs by 42%• Facilitated sprint planning, reviews and stand-ups to monitor progress and report to stakeholders. This lead to a 52% productivity improvement for the development team. • Improved data accuracy on Remedy for more accurate analysis output• Manage relationship between IT and various business units through SLA and OLA development and management and regular alignment meetings Show less

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  IndFused Group

  Aug 2019 - Feb 2020

  IT & Customer Service Manager / Marketer

  • Supervised teams of 6 to 20 individuals for events and catering.• Provided technical (hardware & Software) support for all devices and systems.• Designed the menu which led to INDFused winning best dish for 2019 at the Curry and Craft Festival.• Created and streamlined the POS system to conduct daily, weekly and monthly analysis of sales vs stock while ensuring events don’t clash. System worked off mobiles devices.• CRM, BRM and PRM management and negotiations

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  NTT Ltd.

  Nov 2020 - Jan 2023

  1st Line Network Manager / Major Incident & Problem Manager

  • Client Service Deliveryo Liaison between the different internal and external teamso Daily, Weekly, Monthly, Quarterly and Yearly Reportingo SLA Management as per agreed contracto Validation for equipment purchased• Incident Managemento Management of all communication – internal and external (technical and non technicalo Setup and chaired Post review meetingso Creation and communication for all RCA’so Managed all preventative actionso Ensure processes are setup and adhered to as per ITIL standardso 24/7 incident and escalation managemento Manage all communication and escalations with vendorso Facilitate discussions for complex issues, incident work arounds, preventative measures, problems and possible riskso Incident analysis and prioritization • L1 Network Team Management:o KPI’s o Task Managemento Training, Motivation and Growtho Standby Rotation and Overtimeo Management of claims loggedo Adhoc duties and assigned project taskso Project Management o Event Managemento Monthly Client BSC Score card reporting (rating of teams performance)Achievements• Started as an incident manager and took over the management of the L1 network team. I excelled and received various compliments from clients• Facilitated the realignment of the processes which lead to a 60% drop in the amount incidents logged since• My team and I achieved 70% improvement on agreed SLA’s• Implementation of proactive event management led to a reduction in incidents logged• Improved relationship building led to clients being contacted within 15 minutes of a call logged• Realignment with vendors led to improved quality of root cause reports • Got out team to a point were people came to me for personal advice. We created a family environment. This led to a massive improvement in in client service• Team motivation which led to various promotions Show less

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  Logicalis

  Jan 2023 - Oct 2024

  Service Delivery Manager

  • 24/7 escalation point for all allocated clients• Service Delivery as per contracts signed by each client• Develop and maintain relationships all internal teams and external delivery partners• Facilitate problem management• Manage incidents from the time its logged until permanent resolution• Risk identification and management until resolution or risk acceptance sign off• Manage customer process with the ITIL framework• Ensure projects are delivered as per client expectations and initial project kick off meeting• Regular service delivery Audit of Processes and SLA’s• Ensure issues are resolved within agreed upon timelines• 3rd Party vendor management as per vendor aggregation agreements• Setup and chair Monthly Service Reviews• Complete Monthly Reporting for all assigned clients. Each report to include:o SLA’s for Incidents and Requestso P1 incidentso Event Managemento Backup Managemento Projectso Riskso Problems• Maintain Customer relationships• Address Issues and improve customer service in line with CSIP principles• Assist with development and improvement of Client IT Strategy and drive all action items until completion Show less

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  Conosco

  Nov 2024 - now

  Information Technology Support Team Lead