Brian Andre Mark Thompson

Experience

• 

  Merchant Group SA

  Sept 2003 - Sept 2006

  Customer Service Advisor

  o First and second line Support o Inbound calls from clients in the UKo Assisting clients with Broadbando Troubleshootingo Resetting Passwordo Inbound call centre o Assisting America online customerso Assisting clients with billing queries o Assisting customers with securityo Resetting passwordso Collections of outstanding accounts o Point of contact (Team Leader)

• 

  EDS Group

  Jun 2006 - Oct 2007

  Helpdesk Coordinator

  o Monitoring resolved group calls queries (QA)o Weekly management reviewso 1st line helpdesk system and capturing of callso EDS helpdesk systems and route to correct resolver groupso Escalates issues as appropriate resolve groupso Interacting with support organizations to ensure restoration service.o Daily incident management reduction in average cost of incidents handlingo Correcting the GTS failed ticket o Redirecting of tickets in the C&D queries.o Inbound and Outbound Calls o Correcting the GTS failed ticket Show less

• 

  ALTECH NETSTAR

  Oct 2007 - May 2008

  Emergency Helpdesk

  o Handling and actioning of incoming signals and reports by subscribers of Stolen/hijacked vehicleso Carrying out subscriber signal test, etc.

• 

  Faritec

  Apr 2008 - May 2009

  Service Desk Agent

  o Logging of calls, Following up of calls logged and updating themo Escalation of problem and communication with customer users as to the status of the calls logged.o Manage calls according to set standards and procedures in line with the SLA agreements in place with various clients.o To Ensure that the delivery of Faritec services to the customers is consistent and within the SLA agreement.o Capture and Maintenance of all clients’ information and administration on the Marval system.o Provide required information to customers and staff duties alike o Logged incoming voice calls and log email calls into call-tracking databaseo Resolve all 1st line support calls as required by the clientso Reassign of calls as per the requirement of the cliento Ensure Marval copies are attended to and verified in Marvalo Ensure no calls is unattended to o Additional tasks as requested: 1. Daily reports on all calls logged for the day2. Weekly SLA report on all incidents3. Daily incident management reduction in average cost of incidents handling 4. Daily reviews of incidents and problem status against service levels5. Weekly management reviews6. Reduction in all incidents incorrectly assigned or categorized 7. First contact resolution reduction in incident backlog Show less

• 

  Gijima

  May 2009 - Sept 2012

  Be responsible for the effective administering of the warehouse and stock, and the maintenance and updating of the Financial & Logistical system on Syspro and SAP. In cooperation with the different internal client areas, the incumbent will be responsible to ensure that stock requirements are met, as well as for the control and delivery thereof according to internal audit practices. o logistical administrationo warehouse and stock safetyo receiving equipment o asset and stock controlo data capturing and correctionso data integrity on the Syspro and SAP systemo re-ordering of spares/equipment on minimum levelso stock quantities on hand vs. Stock Reportso stock taking – as per ISO System standardso order processing o SAP stock receiving and issues Show less o Assigning of calls to the FSE’s (Field Service Engineers) o Escalation of problem and communication with customer users as to the status of the calls logged.o Manage calls according to set standards and procedures in line with the SLA agreements in place with various clients.o To Ensure that the delivery of Gijima services to the customers is consistent and within the SLA agreement.o Capture and Maintenance of all clients’ information and administration on the Remedy7, Remedy 5 and Heat systems.o Provide required information to customers and staff duties alike o Daily stats report on Remedy7, Remedy 5 and Heat systems then export to excel spread sheet o Monthly stats report on Remedy7, Remedy 5 and Heat systems and export to excel spread sheet o Billable monthly report on Time and material o Trend Reports for the month stats.o Reassign of calls as per the requirement of the cliento Ensure third party Logs are attended to and verified and updated all three systemso Ensure no calls is unattended to on the three main systems Remedy7, Remedy 5 and Heato Additional tasks as requested: 1. Daily reports on all calls logged for the day on all three systems `2. Daily SLA report on all logs resolved by the FSE’s on the remedy system3. Process review meetings with the FSE’s4. Daily reviews of incidents and problem status against service levels5. Reduction in all incidents incorrectly assigned or categorized 6. First contact resolution reduction in incident backlog7. Third party Venda management 8. First Line Resolution - remote support 9. Attend on site as an FSE to assist Show less o Assigning of calls to the FSE’s (Field Service Engineers) o Escalation of problem and communication with customer users as to the status of the calls logged.o Manage calls according to set standards and procedures in line with the SLA agreements in place with various clients.o To Ensure that the delivery of GijimaAST services to the customers is consistent and within the SLA agreement.o Capture and Maintenance of all clients’ information and administration on the Remedy 7 system.o Provide required information to customers and staff duties alike o Daily stats report on Remedy 7 then export to excel spread sheet o Monthly stats report on Remedy 7 and export to excel spread sheet o Billable monthly report on Telephone ,De-installation ,Time and Attendance system and printerso Trend Reports for the montho Reassign of calls as per the requirement of the cliento Ensure third party Logs are attended to and verified and updated in Remedy7 systemso Ensure no calls is unattended to o Additional tasks as requested: 1. Daily reports on all calls logged for the day2. Daily SLA report on all logs resolved by the FSE’s on the remedy system3. Daily safety review meetings 4. Daily reviews of incidents and problem status against service levels5. Reduction in all incidents incorrectly assigned or categorized 6. First contact resolution reduction in incident backlog7. Third party Venda management 8. Daily safety review (Safety office for IT)9. First Line Resolution - remote support Show less

  • Logistic coordinator

    May 2011 - Sept 2012

  • Service Coordinator

    Aug 2008 - May 2011

  • Call coodinator

    May 2009 - Oct 2010
• 

  MS Designs and Projects

  Jan 2011 - now

  Marketing and Sales Manager

  •Instilling a marketing led ethos throughout the business•Researching and reporting on external opportunities •Understanding current and potential customers •Managing the customer journey (customer relationship management)•Developing the marketing strategy and plan•Management of the marketing mix•Managing agencies•Measuring success •Managing budgets•Ensuring timely delivery•Writing copy•Approving images•Developing guidelines•Making customer focused decisions Show less

• 

  Canon OEP

  Jul 2012 - Oct 2012

  Premium Support ( Escalations Agent )

  Responsible for the effective prompt service rendered, by administering of the Premium clients and stock requested from logistics. The maintaining and updating of the Financial & Logistical system on OMD and MWA. In cooperation with the different internal client areas, the incumbent will be responsible to ensure that stock requirements are met, as well as for the control and delivery thereof according to internal audit practices. o logistical administrationo warehouse and stock safetyo receiving equipment o asset and stock controlo data capturing and correctionso data integrity on the OMD and MWA systems o re-ordering of spares/equipment on minimum levelso stock quantities on hand vs. Stock Reportso stock taking – as per ISO System standardso order processing o SAP stock receiving and issues Show less

• 

  Canon OEP

  Jan 2014 - now

  Responsible to assist project sponsors, managers and teams by providing a framework for them to operate within. The framework typically includes processes, standards, coaching /education.My function usually employs experienced project practitioners, who have a thorough understanding of the way projects have to be run to be successful.I’m often working on large projects, where there is a substantial amount of documentation and formal communications, such as project meetings. I’m required to co-ordinate project resources such as people, information, rooms and equipment.o Ensure the project is running in compliance with the Organization’s requirements o Provide guidance to project teams o Maintaining and integrating projects plans o Tracking & reporting overall progress o Administering the Project documentation o Planning & scheduling resources for the teamso Monitor resource utilization o Perform quality reviews • Establish and maintain the project documentation library • Sign all contractor time sheets clamed to the company • Verify claims made to the company are correct before being approved Show less As A Project Leader I have the authority to run the project on a day-to-day basis on behalf of the Project Board within the constraints laid down by the board under the mentorship the senior Project manager.As a Project Leader/Manager my prime responsibility is to ensure that the project produces the required products, to the required standard of quality and within the specified constraints of time and cost. Specific Responsibilities• Manage the production of the required products. Direct and motivate the project team. Plan and monitor the project • Produce the Project Initiation Document • Prepare Project, Stage and, if necessary, Exception Plans in conjunction with Team • Managers and appointed Project Assurance roles and agree them with the Project Board • Manage the risks, including the development of contingency plans • Liaise with programme management if the project is part of a programme • Liaise with programme management or related projects to ensure that work is neither overlooked nor duplicated • Take responsibility for overall progress and use of resources and initiate corrective action where necessary • Be responsible for change control and any required configuration management • Prepare and report to the Project Board through Highlight Reports and End Stage Reports • Liaise with the Project Board or its appointed Project Assurance roles to assure the overall direction and Integrity of the project • Agree technical and quality strategy with appropriate members of the Project Board. • Prepare the Lessons Learned Report • Prepare any Follow-on Action Recommendations required. • Prepare the End Project Report • Identify and obtain any support and advice required for the management, planning and control of the project • Be responsible for project administration • Liaise with any suppliers or account managers• May also perform Team Manager and Project Support roles. Show less

  • Project Administrator (MPS)

    Jan 2013 - now

  • Project Leader (Manager)

    Jan 2014 - Sept 2014
• 

  Smart Office Connexion(

  Sept 2014 - now

  Project Manager

  Principle tasksDesign and apply an appropriate Project Management framework for the Project.Plan and Monitor the Project.Manage Project risk,Manage human resources,Manage communication with stakeholders, clients and team member’s,Manage Project administration,Manage internal operations and Close ProjectDaily FunctionsDesign and apply an appropriate Project Management framework for the Project•Effectively establish delivery milestones,Regularly create, execute and revise project work plans in order to meet changing needs and requirements,Effectively plan for and assemble appropriate resources,Select appropriate project management tools before embarking on a projectPlan and Monitor the Project,Clearly identify resources needed and assign individual responsibilities,Effectively manage the day-to-day operational aspects of a project,Regularly review deliverables prepared by team before passing them on to the client,Clearly direct and organise output of project. Ensure effective and open communication, as well as wide participation in decision making. Effectively manage all processes to ensure that all the various disciplines and elements of the project are properly coordinated.Successfully lead the project team's planning efforts.Clearly identify individual as well as team tasks and responsibilities Delegate, motivate and evaluate the project at regular intervalsConstantly manage responsibility and task interfaces Manage Project riskEffectively solve problems that arise during the course of a project as they occurEffectively minimize any and all risk and exposure to BCX on a projectManage communication with stakeholders, clients and team member’sSuccessfully document all processes through minutes of meetings, progress reports, project plans and appropriate information collection, storage and transferring to ensure all stakeholders are up-to-dateEnsure that processes and milestones are well documented Show less