Anton Andre Pretorius
Client Application Delivery Specialist
Roodepoort
Summary
Professional with robust experience in delivery management. Skilled in optimization, customer service, and inventory control. Strong focus on team collaboration and achieving results, adapting flexibly to changing needs. Reliable problem-solver with excellent communication and organizational skills.
Overview
14
14
years of professional experience
1
1
year of post-secondary education
1
1
Language
Work History
Client Application Delivery Specialist (L1)
NTT Data
Johannesburg
04.2023 - Current
- Responsible for client satisfaction by ensuring that services are delivered according to agreed service definitions and Service Level Agreements and other contracts
- Engage proactively and collaboratively with Clients and Support team to resolve incidents, problems, or unsatisfactory performance
- Develop and manage an annual operating budget and work with the Commercial Team, ensure that monthly and pass-through billing happens
- Consult the Legal Representatives within NTT and ensure that all contract escalations are addressed with contract governance
- Review all proposals delivered to the client and managed approval and implantation
- Contribute to pre-sales processes by providing information, determining the effort required to deliver, and generally providing advice on the most optimal way to approach the client or filter out what is not relevant to the client
- Collaborate and engage with a variety of stakeholders, including the Business , the monthly Account Forum with the respective Business Units and the Steering Committee to ensure the delivery of services against the agreed Service Level Agreements
- Drive service delivery excellence by motivating the team members and inspiring outstanding performance against Service Level Agreements
- Negotiates and resolves contractual issues, including failure to meet contractual obligations
- Partner with the organization to attract the right talent and ensure that the team is staffed according to requirements and that all team members are fully utilized
- Managed team workload and approval of hours on Request , Incidents and changes
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
Service Desk and Innovation Manager
Dimension Data
Braynston
03.2017 - 04.2023
- Incident and Request Management
- Oversee Service Desk Co-Ordinate's and Team Leader in Resolution and effective Updating of all Incident and Requests
- Managing if escalated incidents if they cannot be resolved within the agreed service levels
- Review survey results, reports, and dashboards
- Priority 1 and Major Incident Management
- Problem Management
- Managing the lifecycle of all Problems
- Ensure documentation of Known Errors and Workarounds
- Prevention of recurring indents
- Service Level Management
- Reporting (Weekly and Monthly)
- Alerting on all thresholds exceeded, and alert processes
- Participate in fine-tuning thresholds to operational partners - Technical, Functional, and Business
- Application Managed Services, Cloud Service ,HEC - Hana Enterprise Cloud ,PCOE - SAP Partner Center of Expertise , Oracle , Microsoft Dynamics ,Infrastructure Managed Services
- Resource management
- Governance, Risk and quality management with Security team
- Audit and Quality
- Process reviews and improvements identified for Operational Manuals and Service Portfolios
Operations Manager - L1
Dimension Data
Johannesburg
05.2015 - 03.2017
- Incident and Request Management
- Oversee Service Desk 24x7 First call Resolution and RMS monitoring
- Managing if escalated incidents if the cannot be resolved within the agreed service levels
- Priority 1 and Major Incident Management
- Service Level Management
- Reporting (Weekly and Monthly)
- Alerting on all thresholds exceeded, and alert processes
- Ensure the call abandonment rate is less than 5% for your account by actively monitoring the CSM system
- Provide the Service Desk Manager with regular feedback on SIPs being undertaken on your account
- Escalate any non-performance issues pertaining to corrective/preventative action/s to be taken, to the Service Desk Manager
- Co-define the daily, weekly, and monthly operational Service Desk reports that must be produced in order for the Service Desk Manager to analyze such reports and implement appropriate action/s
- Managing of Afterhours First Call Resolution Service
- Active Directory support
- Network Support
- Resource Management
- Process reviews and improvements identified for Policies, Process and Working Instructions
- Participate audits - Internal and External Quality ISO
- Develop - Effectively clarifying performance, committing to employee's development, and understand the requirements of coaching
- Engage - Ability to communicate regularly and effectively, provide daily guidance and demonstrate commitment against the Dimension Data values thereby gaining employee commitment
- Retain - Ability to motivate and retain key talent within the organization through fair, accurate and informative feedback and management of employees
- Attract - Successfully define jobs, selecting the right people into the right positions and onboarding them into the team and organization
- Monitor and action telephone queues
- Ensure policies for Service Desk Quality Assurance are complied with
- Calibrate agent as per Service Desk Quality Assurance assessments
- Ensure calls are logged (classified and assigned) correctly through conducting weekly audits on calls logged for the week
- Provide each Service Desk Agent with a daily aux-report and action any anomalies daily
- Transitions
- Assisting Quality & Transition Manager and Senior Operations Manager in transition duties
- Setting up equipment
- Ensuring transition task are being tracked and updated
- Planning of transition tasks
- Planning and implementing of floor plan
- Coordinating telephone setup (Hunt groups, Routing, Reporting and IVR setup)
Service Desk Super User 24/7
Dimension Data
06.2014 - 05.2015
Service Desk Operator (Call Manager)
Dimension Data
02.2013 - 06.2014
Call taker
Dimension Data
06.2011 - 01.2013
Education
Certificate - ITIL Foundation V4 Certified
Netcampus
Johannesburg 05.2022 - 05.2022
Certificate - SAFe Foundational
SAFe 4
Johannesburg 02.2019 - 02.2019
Certificate - ITIL IT Planning, Protection And Optimization
Fostermelliar
Johannesburg 10.2017 - 10.2017
Certificate - A+ Comptia
Damlin
Mogale City, South Africa 04.2010 - 06.2010
High School Diploma -
High School Bastion
Roodepoort 01.2009 - 12.2009
Skills
Professionalism and punctuality
Documentation accuracy
Self-motivation and discipline
City and non-city driving
Accomplishments
- Be Great Winner, 10/01/12
- Be Great Award Winner, 12/01/13
- Be Great Award Winner, 08/01/16
- Xtreme Leader, 11/01/16
- Xtreme Leader, 12/01/16
- Dimension data Key Talent, 01/01/15
- Dimension data Key Talent, 01/01/16
Basic Information
ID - 9107105054088,
Email - AndreP0710@gmail.com
Contact Number - 0795295884,
linkedin.com/in/andre-pretorius-42a02a84
Timeline
Client Application Delivery Specialist (L1)
NTT Data
04.2023 - Current
Certificate - ITIL Foundation V4 Certified
Netcampus
05.2022 - 05.2022
Certificate - SAFe Foundational
SAFe 4
02.2019 - 02.2019
Certificate - ITIL IT Planning, Protection And Optimization
Fostermelliar
10.2017 - 10.2017
Service Desk and Innovation Manager
Dimension Data
03.2017 - 04.2023
Operations Manager - L1
Dimension Data
05.2015 - 03.2017
Service Desk Super User 24/7
Dimension Data
06.2014 - 05.2015
Service Desk Operator (Call Manager)
Dimension Data
02.2013 - 06.2014
Call taker
Dimension Data
06.2011 - 01.2013
Certificate - A+ Comptia
Damlin
04.2010 - 06.2010
High School Diploma -
High School Bastion
01.2009 - 12.2009
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