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Artur Lopes Da Silva
General Manager
Johannesburg,GP
If you can’t feed a team with two pizzas, it’s too large
Jeff Bezos
Summary
Customer-oriented and enthusiastic General Manager with 15+ years of experience focused on increasing operational efficiency and revenue. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen offering creative problem solving.
Overview
2
2
Languages
2
2
years of post-secondary education
16
16
years of professional experience
Work History
General Manager
Afrihost
Johannesburg, Gauteng
01.2008 - Current
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Managed budget implementations, employee reviews, training and contract negotiations.
- Supported regulatory compliance by verifying protocol adherence.
- Launched Self Help portal to reduce contact centre volumes - attracting over 70 000 users monthly.
- Launched WhatsApp business chat to reduce telephone contact volumes.
- Saved Network Transit costs by over 500% by deploying CDNs.
- Developed and maintained relationships with key clients and suppliers through continual communication.
- Improved internal processes and inconsistencies by applying automation.
- While maintaining company culture, set and optimized internal policies to improve operational quality and team efficiency.
- Defined clear targets and objectives and communicated to other team members.
Technical Support Manager
Afrihost
Johannesburg, Gauteng
05.2006 - 01.2008
- Managed customer contact center with 50 support representatives.
- Ensured client satisfaction by tracking NPS scores.
- Implemented training and development initiatives for new hires.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Reviewed client feedback and customer support tickets to identify pain points.
- Managed internal operational standards and productivity targets for technical support department.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance on quarterly basis and conveyed constructive feedback to improve skills.
- Applied strategies to promote exceptional customer service and create positive environment for employees and clients.
- Managed Domain Registrations, transfers and renewals.
- Managed IIS and SQL servers and assisted with management of Linux servers.
- Created support documentation that empowered and enabled client community to extend skills, leverage system features and find resolutions to questions without intervention from support team.
Technical Support Representative
Afrihost
Johannesburg, Gauteng
03.2005 - 05.2006
- Provided technical support via email and telephone.
- Handled Domain Registrations, transfers and renewals.
- Diagnosed website, database and email server related problems.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted customers with product selection based on stated needs, proposed use and budget.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Used Kayako ticketing systems to manage and process support actions and requests.
- Handles between 60-80 cases per day.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
Education
CISCO CCNA: Routing And Switching - Information Technology
06.2019 - 11.2019
PC Engineering - Information Technology
01.2003 - 12.2003
- Coursework in Comptia A+, Server Technologies, Comptia N+, VOIP, and TCP/IP
High School Diploma -
01.2002 - 12.2002
Skills
Creative problem solving
Verbal and written communication
Work independently
Effective leader
Decision-making
Business Development
Staff training/development
Collaboration
Organization and Time management
Critical thinking
Analytical skills
Planning and Coordination
Conflict resolution
TCP/IP
Routing and Switching
LAMP
Interests
Travelling
Gaming
Technology
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Managed South Africa's largest ISP network
- Reduced transit costs by establishing network peering agreements and deploying CDNs in our network, including Netflix, Google, Facebook and Akamai
- Lead client satisfaction metrics and network operations earning Afrihost the ISP of the Year award four years in a row
- Successfully implemented Sandvine network solutions
- Launched WhasApp chat support and Self Help
Timeline
Pearson VUE - CISCO CCNA: Routing And Switching, Information Technology
06.2019 - 11.2019
General Manager - Afrihost
01.2008 - Current
Technical Support Manager - Afrihost
05.2006 - 01.2008
Technical Support Representative - Afrihost
03.2005 - 05.2006
Damlein SA - PC Engineering, Information Technology
01.2003 - 12.2003
Zingisa High School - High School Diploma,
01.2002 - 12.2002