Carl De Jager
Gauteng
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
IT Manager
High Tech Medical PTY (LTD)
03.2020 - Current
- Design and development of internal applications with Microsoft Excel, Macros, Access, VBA, SQL, Office 365, and Google Sheets to streamline processes
- Designing applications to improve the use of data to enhance booking, ordering, and management of products
- Currently designing an in-house CRM using React.js, Node, SQL and Axios
- Redesigned the website and logo using WordPress and Photoshop
- Provide support for the transportation of medical equipment, including arranging shipments, completing documentation, and ensuring compliance with regulatory requirements
- Designing marketing campaigns using Adobe Photoshop and SendingBlue email marketing
- Providing general IT and Desktop support, including installation and maintenance of hardware, software, networks, and printers
- Remotely providing day-to-day support to 4 branches across South Africa, including technical assistance across software and hardware issues (Anydesk and Teamviewer)
- Updating website and social media platforms with the latest news and products
- (LinkedIn and Facebook) Database design, implementation, and administration (SQL, MS Access)
- Problem-solving and troubleshooting
POCUS Ultrasound Technician
SONOSITE
- Servicing, repairing, problem-solving, troubleshooting, and maintaining portable Fujifilm ultrasound machines
- Providing customer support and training.
IT Support and Web Developer
Freelance
05.2019 - 03.2020
- Conducted business analysis to elicit client requirements and improve their social media interfaces
- Designed and developed eCommerce websites using platforms such as WordPress, WooCommerce, Shopify, and Photoshop
- Provided remote, telephonic, and on-site support and services for clients
- Conducted installation, repairs, and maintenance of PCs, laptops, printers, and software
- Conducted hardware and software sales.
Customer Service Manager / Help Desk EMEA
Feedonomics (Contract)
06.2018 - 05.2019
- Reviewed performance data to monitor and measure productivity, goal progress, and activity levels
- Received superior customer service satisfaction scores for 4 consecutive quarters
- Set, enforced, and optimized internal policies to maintain efficiency and responsiveness to demands
- Worked with the engineering team to find, analyze, and resolve client issues and communicated the root cause to clients in non-technical terms
- Worked with SQL and Microsoft Excel 365 to import data (CSV and XML) and optimize attributes for marketplaces such as Google, Bing, Amazon, Rakuten, and Facebook
- Worked with in-house Feedonomics software for optimizing website rankings and reporting
- Streamlined office operations through Excel Macros and Office VBA, realizing significant improvements in support functions
- Oversaw a team of service professionals focused on technical and desktop support, setting up client accounts in Google Merchant Center, Bing, Amazon, Rakuten, and Criteo
- Worked with Google Analytics and Google AdWords and monitored team performance to ensure adherence to service level agreements (SLAs)
- Provided on-the-job training to team members and worked together with support teams in Australia, the UK, and the USA to resolve issues with products and services
- Enhanced operational success through effective staffing, strong training, and timely customer service, and held weekly meetings with managers and directors to identify techniques to improve support
- Worked with ZOHO ticket
Data Analyst / Product Owner for Firstshop Online Store
First Technology (Contract)
01.2017 - 06.2018
- Evaluated Google Analytics and social trends to understand competitive environments and assess current strategies
- Used some ETL processes
- Data Extraction, Data Transformation, Data Loading
- Wrote custom scripts to automate processes
- Data Mapping, Testing and Validating, Scripting and Automation
- Produced monthly sales reports using advanced Excel spreadsheet functions
- Developed database objects, including tables, views, and materialized views using SQL
- Worked with .XML Files
- Created reports with SQL queries and Excel for dashboards
- Created Excel and SQL dashboards to assist with pulling metrics data for online products on the e-store (Firstshop.co.za)
- Investigated and addressed system issues to enhance usability and improve functionality
- Controlled and set up products for Firstshop online eCommerce store
- Coordinated statistical data analysis, design, and information flow of the online store
- Designed the new online store in Nopcommerce (Website platform)
- Worked with ASP.Net customizing the Nopcommerce for the new Firstshop site
- Installed and maintained Azure.
Business Analyst
SOFTEQA (Mobile and web App development) (Contract)
02.2016 - 01.2017
- Scoped solutions together with the client
- Documented client environment and revised specifications
- Created functional and system design specifications
- Provided technical and desktop support to clients
- Communicated with stakeholders for approval on project objectives and represented the client for the organization's interests
- Provided advice on project management
- Organized various professionals to carry out work on projects
- Carried out risk assessments
- Ensured all requirements of the project were timeously met and quality standards were met
- Used Asana software to keep track of people and progress
- Oversaw accounting, costing, and billing
- Wrote business reports
- Planned and organized meetings with clients on the progress and timelines of projects.
Business Analyst
Isometrics
02.2014 - 01.2016
- Scoped solutions with clients for risk, governance, safety, health, environment, quality, and compliance software (client-facing)
- Built software solutions using Isometrix and implemented Isometrix software, usually with SQL and ISS
- Documented client environments, revised specifications, created functional and system design specifications, and performed quality assurance
- Conducted software testing and used Visio software and UI design tools (HTML, Photoshop, and jQuery) to design user interfaces/dashboards
- Built reports and created formulas in jQuery for Isometrix clients and created custom SQL scripts for automation and error handling
- Developed Qlikview dashboards
- Worked with clients such as Sephaku Cement, Anglo Ashanti, South 32, Petra Diamonds, and Barloworld Logistics.
Professional Services Consultant / Business Analyst
Cura Software (Risk, Governance, and Compliance software)
06.2011 - 02.2014
- Worked closely with clients to scope solutions and assess their needs
- Utilized standard methodologies to build solutions, including assessments, controls, reports, domains, and dashboards, using Delphi, SAP, and SQL
- Implemented Cura software, primarily utilizing SQL and ISS, both onsite and remotely
- Also performed active directory and LDAP setup and configuration
- Integrated Cura software with existing network environments, including virtual and physical machines
- Documented client environments and revised specifications, updating the internal knowledge base for training and reference
- Created work orders for client approval prior to implementing and integrating Cura software
- Created forms, surveys, reports, and dashboards within the Cura software for clients, as well as notifications using in-house software
- Provided desktop and technical support to clients
- Conducted in-house training on beginner, intermediate, and advanced usage of Cura software
- Worked with clients including Transnet, Eskom, Anglo Gold, Standard Bank, Lonmin, and Anglo American Platinum.
Owner and Director
C-Drive Solutions
08.2002 - 06.2011
- Identified opportunities for technology-related improvements based on benchmark data and performed high-level cost-benefit analyses
- Conducted daily client liaison, including planning and problem-solving
- Installed, implemented, and maintained SQL and Active Directory
- Installed, implemented, and maintained networks (Fiber, TCP/IP, Cat5, Cat6, Wireless Networks, Servers, and Routers)
- Sold solutions across all product ranges, with a primary focus on LAN and WAN opportunities
- Developed future growth plans, providing vision, direction, and leadership
- Managed a team of three staff members and performed daily administrative and financial management tasks
- Conducted hardware and software repairs on PCs, notebooks, and printers
- Proficient in working with various databases (such as Access and MySQL), Linux operating systems, Delphi programming language, MS Exchange, and Visual Basic development environment
- Provided desktop support and helpdesk services
- Prepared technical documentation
- Worked with VMWare and Hyper V
- Provided training to clients on MS Office and Windows
- Installed and configured accounting packages, including Pastel, Quickbooks, and Accpac
- Installed and configured antivirus software, including Norton, McAfee, and F-secure
- Designed and implemented network infrastructures
- Designed webpages using HTML, Flash, Photoshop, and Dreamweaver
- Created Visio diagrams of the current infrastructure and the solution for presentation to the client
- Clients included: Look & Listen Music Stores, West LB German Bank, Walker Mare Quantity Surveyors, Ampath Laboratories, E-Lab, Peltex Textiles, Elite Chauffeur Services.
Education
BSC Computing -
UNISA
Isometrics -
Business Analyst
01.2016
Principles of Professional Business Analysis -
Faculty Training Institute (FTI)
01.2014
Maintaining a Microsoft SQL Server 2008 Databases -
DYNAMIX LEARNING SOLUTIONS
01.2013
PRESTIGE COMPUTER DIPLOMA (MCP) -
ALLENBY CAMPUS
01.2001
Skills
- Adobe Photoshop
- Adobe Flash
- AnyDesk
- Asana
- ASPNet
- Azure
- Balsamiq Wireframes
- Bing /Microsoft Ads
- CSS & HTML
- Coreldraw
- Delphi
- Dreamweaver
- E-commerce
- Google Analytics & Adwords
- IIS
- HyperV & VMWare
- JavaScript
- JQuery
- LAN & WAN
- Microsoft Office 365
- Microsoft Visio
- NopCommerce
- Nodejs
- QlikView
- React
- SQL
- UI Design
- VBA
- Visual Basic
- WordPress
- Windows servers (2008, 2008 R2, 2012, 2012 R2)
- XML
Languages
Afrikaans
English
Personal Information
- Health Status: Excellent
- Criminal Record: None
- Date of Birth: 06/22/78
- Driving License: Code B + Own Vehicle
References
- Jason Nicol, Vice President at Feedonomics, +1 661 289 0944
- Wayne Panaino, Business Manager at First Technology, +27 67 926 3701
- Jean Van der Berg, Project Manager at Cura, +44 7387 309 764
Timeline
IT Manager
High Tech Medical PTY (LTD)
03.2020 - Current
IT Support and Web Developer
Freelance
05.2019 - 03.2020
Customer Service Manager / Help Desk EMEA
Feedonomics (Contract)
06.2018 - 05.2019
Data Analyst / Product Owner for Firstshop Online Store
First Technology (Contract)
01.2017 - 06.2018
Business Analyst
SOFTEQA (Mobile and web App development) (Contract)
02.2016 - 01.2017
Business Analyst
Isometrics
02.2014 - 01.2016
Professional Services Consultant / Business Analyst
Cura Software (Risk, Governance, and Compliance software)
06.2011 - 02.2014
Owner and Director
C-Drive Solutions
08.2002 - 06.2011
POCUS Ultrasound Technician
SONOSITE
BSC Computing -
UNISA
Isometrics -
Business Analyst
Principles of Professional Business Analysis -
Faculty Training Institute (FTI)
Maintaining a Microsoft SQL Server 2008 Databases -
DYNAMIX LEARNING SOLUTIONS
PRESTIGE COMPUTER DIPLOMA (MCP) -
ALLENBY CAMPUS