Connwell Cooper

Responsibilities:

• Understanding customers' diverse, specific business needs and applying product knowledge to meet those needs
• Provide input to strategic direction of technology investments for Airports Company South Africa
• Recommend and participate in activities related to design, development, and maintenance of Enterprise Architecture (EA) practice
• Conduct Stakeholder Analysis/Map and Management
• Facilitate JAD Requirements Gathering Sessions
• Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
• Develop High-Level and Detailed Project Plan of solution delivery and execution to manage stakeholder’s expectations
• Prepare and Develop Business Cases and Scope of Works for IT technology solutions
• Develop and complete gap analysis, business and functional requirement artifacts
• Develop and deliver progress reports, proposals, business requirement documentation
• Prepare tender documents, RFP/RFI/RFQ for submission to ACSA Supply chain department.
• Recommend and participate in development of architecture blueprints for related technology systems.
• Recommend and participate in analysis, evaluation and development of enterprise long-term strategic and operating plans to ensure that EA objectives are consistent with enterprise long-term business goals.
• Develop and Manage Test Case Packs which includes diagrammatic use cases, narrative use cases, user testing, functional testing, system testing, etc.
• Participate in design and implementation of IT service management standards, tools and methodologies
• Adhere to ITIL change, release and configuration management process when handing over completed projects to IT operation
• Developed Information Communication Technology Policy, Procedures and standards in line with ITIL and Cobit best practice framework
• Maintain effective communication with internal business partners and vendors to ensure business needs are met
• Adhere to SDLC and PMO (Prince2) Methodology when initiating, planning, implementing and closing project
• Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies
• Planned, designed, and scheduled phases for large projects
• Developed and implemented strategic project plans to meet business objectives

Responsibilities:

• Capture and collate all JRA IT “As Is Network Environment
• Develop reports regarding JRA IT Network problems
• Responsible for PEGA/Phakama (Hansen Workflow Management System and SAP)
• Responsible for JRA Broadband
• Responsible for Joint Command Centre Connectivity
• Assessment of JRA Hardware Infrastructure state (routers, switches, and wireless devices)
• Elicit and Compile business and functional requirements
• Partner with technology resources to translate requirements into technical requirements
• Document technical, functional and operational impacts to JRA and customers
• Provide expert knowledge on assigned tasks, functionality and organisational process
• Perform feasibility analysis, scope projects, prioritise deliverables, recommend alternative solutions and project strategies, and engage in negotiations
• Responsible for high-level implementation plans, data and process models, cost estimating, cost-benefit analysis, and return on investments
• Evaluate and implement methods and techniques in improving operational efficiency
• Facilitation of Workshops
• Conducted interviews with key business users to collect information on business processes and user requirements
• Performed gap analysis to identify areas of improvement
• Improved efficiency and effectiveness of performance and management of processes across departments

Consulting at Department of Labour (DOL)

• Identify key business areas impacted in solution design.
• Working in JAD sessions with International Resource in validating and producing best practice, business model process standards for Workers Compensation Public Sector
• Compiling of test case scenarios for development of system prototyping and showcasing
• Define, Outline As-Is Business Processes and key pain areas
• Define, elicit and understand User/Business functional requirements (functional, non-functional, information requirement)
• Evaluate and conduct feasibility analysis in line with Business expected To Be Process
• Develop, plan and design business process solution accordance and in line with SAP best practices for public sector (Workers Compensation)
• Process Design using Visio BPMN notation
• Implementation of Solution using SAP ASAP Methodology
• Development of Process Design, Process Mapping, Dataflow, and Narrative Case modelling
• Implementation and administration of projects for SAP Business Suite using SAP Solution Manager
• Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems
• Developed diagrams to describe and lay out logical operational steps

Responsibilities:

• Ensure MTN Knowledge Base reflects latest business and operational processes (eGain Suite).
• Identify issues in processes and escalate for correct company policies.
• Planning, facilitating and developing supporting material for Knowledge Base processes (Visio, Casewise, and other 3rd party systems)
• Elicit requirement using interviews, document analysis, requirement workshops, surveys, site visits, business process descriptions, use cases, scenarios, tasks and workflow analysis.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to general understanding, and distinguish user request from true underlying needs.
• Web-Based Knowledge in J2EE Environment, HTML, JavaScript and VBScript
• Perform Use Case and domain object model analysis, business rules
• Defines, develop and implement quality assurance practices and procedures, end user test plans and other QA assessments
• Perform and document system gap analysis
• Interpret customer needs and translates them into application and operational requirement
• Drafting and compiling of Business Cases, Business Requirement Specification and functional Specification documents against business service standard and practices
• Business model incorporating process and data models
• Engineer new and existing processes that consider best practice diagnosis and resolutions
• Process Channel Design – Facilitate, design and develop best practice diagnosis and resolution for all channels customer centre, web and IVR.
• Re-engineering process taking into account policy decisions and feedback from Marketing, CRM, TSD and the Customer Centre (CSA’s > Operations Managers).
• Process Design – Facilitate process design workshops with Subject Matter Experts
• User Groups – Facilitate user groups to understand usability and ensuring Knowledge Base is ‘easy to use’ from user’s perspective.

Responsibilities:

• First line and Second Line Support for Avaya Product Line
• Media Servers, Media Gateways Installation and Preparation of Contact Centre Systems
• Administration of Call Centre system through Avaya Site Administration and Multi-Site Administration Software and Gateway Installation Wizard
• TMS (Telephonic Management System) and CMS (Call Management System) System Administration
• Design of Call Flow structure accordance to client requirement.
• Developed Call Routing Process Models for customer.
• Administration of Database Using Oracle Enterprise Management
• Conducted Training and Compiled User Manuals

Responsibilities:

• First line and Second Line Support for Advertising and Design Agencies System
• Installation and Maintenance of Database SQL 2005/2000 and Servers
• Integration of Software Application with Accounting Packages (Sap, Pastel, Comtu, Quickbooks, etc.)
• Integrating Chase into Accounting Packages to export Cost Sheet, Invoices, Supplier Purchase Orders, Cost Variance to sum Balance Sheets, Bank Recon within Accounting Packages.
• IIS Services, FTP Services Setup and Configuration and Transact-SQL Scripting

Responsibilities:

• First line and Second Line Support for Africa Clients; Tanzania (TTCL, Celtel)
• Presales on Cisco Product Line and Fine Tuning of Cisco products
• Third line support for Windows Server 2000,2003 Server and ISA Server
• Routing and IP Forwarding on router
• Project Planning, Site auditing for regional client offices and head office
• Network Design infrastructure through Microsoft Visio 2000
• Documenting configuration specifications, functional specifications and developing user manuals and test cases.
• Mail (SMTP and POP3) and Network configuration
• Setup, Configuration, and troubleshooting of NAT, DHCP, etc. on ADSL router and Symantec Firewalls
• Redline Installation at client side (laser and microwave frequency)
• Compiling release Notes and Incident Reports on problems Rectified
• Documenting Change Request and Quoting
• Converting high-level requirements into functional specifications

• Responsibilities:
• Onsite administration, Till Maintenance and also Maintaining their printers
• Maintenance of Desktop Services and Support, Mail (POP3, Exchange)
• Creating of Backup files, ARG, Batch format files for Point of Sale (POS) system at Photo Connections branches
• Maintaining and Support Active Retail Systems at Incredible Connection Branches.
• Administration of Service Manager Program and Printers
• Setting up, Support and configuring of ADSL Gateway Firewall Routers (Cisco 837, Router, Linksys, Netgear, Billion). Line Testing and fault finding
• Configuring and Implementing MS Windows 2000 Pro, Windows XP, Windows NT
• Supporting Windows 2000,2003 Server and ISA Server
• MS Office Suite applications and PC hardware
• Provide first and second level support to clients
• Design and implement software solutions based on client needs and Product suite.
• Design and implementation of business processes and workflows
• Ensure compliance to change control procedures
• Ensure systems comply with security standards.

• Responsibilities:
• Developed Database and Intranet for NGO: MS Access and MS SQL Technology Platforms
• Compiled Project Charter, Project Plan and End Product
• Developed Intranet using Technology Platform such as: HTML, JavaScript, VBScript, ASP, XML
• Developed User and Training Manual
• Implemented product adhering to best practice Network Security protocols
• Implemented security measures to protect vital business data
• Conducted tests to identify issues and make necessary modifications
• Evaluated, designed, implemented, and modified databases and database applications
• Coordinated with project management on database development timelines
• Wrote and maintained technical and functional specifications to document database intentions and requirements
• Identified issues within databases, performed troubleshooting and implemented effective solutions

Responsibilities:

• Defining User Requirement
• Development of Data Dictionary and Normalization of ERD
• Exposure on Progress RDMS
• Improved software efficiency by creating automated scripts and tools
• Created databases, data entry systems, web forms, and other applications for diverse uses