Christo

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SERVICE DELIVERY MANAGER

Apr 2020 - Current (5 years 4 months)

Inovo Value Added Services My employment covers the following aspects: * Management of Service Delivery for the Company * Management of Support individuals and provide day to day guidance to support individuals. * Ongoing performance reviews of support staff including the creation of employee development plans for support staff. * Ongoing Assistance with the implementation of ITIL. * Ensure SLA's are achieved and client expectations are met (or exceeded), * To build service relationships with clients. * Ensure quality and profitable services are performed to the agreed SLA, * To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of se

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SERVICE DELIVERY MANAGER FTTB

EOH Company

Sep 2017 - Mar 2020 (2 years 7 months)

(Fibre to the Business) Hymax - an EOH Company My portfolio covers the following aspects: * Client retention. * Upselling of services. * Signing up of new customer contracts. * Stock control, stock management and stock movements. * Management of a small channel partner sales team. * Monitoring and maintaining client SLAs. * Managing all customers with fibre, wireless and telephony connectivity. * Pre and post sales management. * Work closely with the Projects Department regarding new client roll-outs. * Monitoring all logged calls via CA service desk manager. * Escalating issues to higher levels of management when necessary. * Liaising with different levels of client management. * Building positi

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SERVICE DELIVERY MANAGER

Smart Office Connexion

Jul 2015 - Aug 2017 (2 years 2 months)

My role covered the following aspects: * Management of all priority premium clients. * Monitoring and maintaining client SLAs and managed escalations. * Ensuring the quality of services. * Managed customer relationships. * Acted as a single point of contact. * Maintained the device fleet sheet. * Monitored customer print volumes vs their targeted volumes. * Advised on print volume trends and made suggestions to better the service. * Monitored and managed all logged calls with the service desk. * Monitored and maintained the SLA trend on a monthly basis to better our services. * Maintained the customer damaged device list. * Watching repair costs vs monthly revenue returns. * Owning monthly customer r

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SERVICE DELIVERY MANAGER

Aug 2013 - Jun 2015 (1 year 11 months)

Datacentrix Managed Print Services My role covered the following aspects: * Management of the ICT Service Desk and Desktop Support teams. * Managed remote onsite engineers. * Hosted client's monthly SLA meetings. * Provided monthly customer reports. * Performed pre sales audits on customer sites. * Assisted in the project management processes. * Assisted with the customer model requirements. * Managed and maintained spare printer hardware. * Monitored and maintained toner spare stock. * Monitored the "Just in Time" orders and their deliveries. * Attended HP workshops on an annual basis regarding new product lines. * Single point of customer escalations. * Managed customer expectations. * Escala

SENIOR PRINTER TECHNICIAN

Red Bull

Feb 2009 - Aug 2013 (4 years 7 months)

Datacentrix Managed Print Services My role covered the following aspects: * Diagnosing and resolving of technical hardware and software issues. * Acting as the key contact on the customer help desk as well as supporting end users. * Client liaising and manage escalations. * Managed and performed toner stock orders * Performed local (Western Cape) Printer installations * control toner spare stock * Performed weekly toner stock audits * Management of all logged calls using Unicentre Service Desk (CA). * Assisted end users via phone and offered 1st line support (remote and hands on).

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IT SUPPORT TECHNICAN

Company Liquidated

Aug 2008 - Dec 2008 (5 months)

My role covered the following aspects: * Offered IT support to Cape Town, George, Pretoria and Johannesburg branches. * Adhoc stock takes of timber and hardware as well as forecasting of these items. * Software and hardware support, PC and server maintenance and desktop and printer support (setting up email accounts, assisting with wireless issues, etc.).

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IT SUPPORT

BOUND

Feb 2008 - Aug 2008 (7 months)

Teleperformance My role covered the following aspects: * Support for HP desktops (PC and Mac), HP notebooks, HP printers, HP Camera's as well as wireless and Ethernet connectivity. * Assisted UK based clients via telephone.

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GRAPHIC DESIGNER | PHOTOGRAPHER

IT Personnel

Nov 2007 - Feb 2008 (4 months)

Cape Rush Magazine My role covered the following aspects: * Creating adverts for clients who had none as well as updating existing adverts. * Creating magazine layouts. * Taking photos at events, car shows and for the featured stories for the magazine. * IT maintenance for the office computers. * Acting as a client liaison.

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