Dean Naidoo

Experience

• 

  NBS/BoE

  Jan 1998 - Jan 2000

  IT Helpdesk Technician
• 

  Nedbank/BoE

  Jan 2000 - Jul 2003

  Wintel System Administrator
• 

  Nedbank

  Jan 2003 - Jan 2017

  Manage Contact Centre Infrastructure team’s Daily Operations from January 2013Monitor SLA’s on Incidents and New RequestsAssigned and Prioritize daily work to Team when required to ensure SLA’s are metManaging Operational escalations by Business units Liaise and manage Escalations with Support Vendors Liaise with other Support Areas within Nedbank to ensure quality solutions and service are maintainedResearch and Development on Contact Centre TechnologyManage Vendor Quotations, Scrutinize and Approve CostingChange Management ITIL Methodologies are followed by TeamEnsure all Systems are Operational and uptime is 100% through monitoring and maintenance updatesProvide Input and Mentoring on all Operation and Strategic Projects and oversee their delivery Project Management on Strategic InitiativesLiaise with Contact Centre Innovation, R&D and Project Teams regarding the Contact Centre Technology Liaise with Business Units regarding Road Map and Strategy planning with vendors and other teams with NedbankAvaya System Architecture 3rd and 4th Level Support on Nedbank Contact Centre TechnologiesProviding Business units with recommendations on Avaya Related Products and Multimedia ProductsStand-in to Senior Manager Mentoring and Tutoring of Junior StaffPerform Staff Performance Reviews and Disciplinary ActionsTechnical Lead/Consultant for Contact Centre Infrastructure Projects Tunjukkan kurang

  • Senior Technical Consultant

    Jan 2013 - Jan 2017

  • Senior Avaya Engineer

    Jul 2007 - Jan 2012

  • Server Engineer

    Jan 2006 - Jul 2007

  • Senior LAN Administrator

    Jan 2003 - Jul 2006
• 

  NTT

  Jan 2018 - now

  CCOE Avaya L3 Engineer at NTT

  • 3rd and 4th Level Support to NTT Collaboration Managed Services Clients for Avaya Core Components.• Ensure all Systems are Operational, and uptime is 100% through monitoring• Monthly CARE Reports for Customers• Maintenance updates and patching to NTT Collaboration Managed Services Clients• Research and Development on Avaya Core Components• Monitor and maintain SLAs on Incidents and Service Requests• Develop and Contribute to Knowledge Base articles• Mentor and Advise Engineers and customers• Customer Transitions to NTT Managed Services• Major Incident Root Cause Analysis• Consultation Role to NTT Collaboration Managed Services Clients for Avaya Components• Team Management when Operation Manager is unavailable• Genesys Cloud Comms Support Tunjukkan kurang