Deon de Villiers
Helpdesk And Support Manager
Johannesburg
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
3
3
years of post-secondary education
Work History
Helpdesk and Support Manager
X/procure
Sandton
01.2020 - Current
- Monitored employee and customer interactions to assess quality of service.
- Created, prepared and delivered reports to various departments.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Tracked and documented metrics, and evaluated trends.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Standardized office structures and processes to promote collaboration and increased performance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Supervised staff of 6 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Established team priorities, maintained schedules and monitored performance.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited and developed employees for the helpdesk department.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Technical Systems Administrator
Xprocure
Sandton
05.2017 - Current
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Worked with customers to understand needs and provide excellent service.
- Identified issues, analyzed information and provided solutions to problems.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Increased customer satisfaction by resolving issues.
- Delivered services to customer locations within specific timeframes.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Prepared variety of different written communications, reports and documents.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Helpdesk Supervisor
Xprocure
Sandton
01.2009 - Current
- Managing helpdesk team to the effect that en-users get support that meets the set standard
- Recruitment - Interviewing of potential candidates - Critically analyses calls / responses for quality, trends, abandoned calls, etc
- Accurately establish problem / need - Telephonic / field support to users by following the flow chart - Follow-up queries where applicable
- Scheduled staff and delivered training materials and information.
- Reviewed employee performance and surveyed customers to determine areas for improvement.
- Recruited, trained and supported help desk technicians and representatives.
- Responded promptly to incoming sales leads and requests for technical support.
- Maintained and updated customer service database.
- Coached and trained end-users on functions, features and basic troubleshooting of the Xprocure ordering platform.
- Performed tests of functionality, security and performance of different workstations and devices.
- Monitored problem management database and followed up with assigned personnel.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided on-call support for critical issues related to the Xprocure ordering platform.
- Provided basic end-user troubleshooting and desktop support.
- Wrote training manuals for Xprocure.
- Used ticketing systems to manage and process support actions and requests.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Compiled and accurately entered data for each customer encounter to record in system.
- Researched product and issue resolution tactics to address customer concerns.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Managed help desk consisting of 6 employees and conducted performance evaluations.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Wrote and presented reports on help desk activities.
- Assisted with updating technical support best practices for use by team.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
Application Support Consultant
Delta9
06.2016 - 06.2017
- SQL Support of the Hospital Management software.
Helpdesk Support Technician
X/procure Software
11.2007 - 01.2009
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
- Maintained and updated the Goldmine customer service database.
- Monitored systems in operation and quickly troubleshot errors.
- Provided basic end-user troubleshooting and desktop support.
- Patiently walked individuals through basic troubleshooting tasks.
- Performed tests of functionality, security and performance of different workstations and devices.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Identified potential sales and cross-selling opportunities and informed supervisor.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Compiled and accurately entered data for each customer encounter to record in system.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
Education
Diploma - General Management & Leadership
The Business School of South Africa
Johannesburg 04.2001 -
ITIL Foundation Certificate in IT Service Management - APMG International -
Pink Elphant
01.2015 - 12.2015
-JSIRITIL Intermediate Certificate in IT Service Operation - APMG International03930058-01-AYHV -
Pink Elelphant
Johannesburg 01.2016 - 12.2016
Matric - Matric
Hoërskool Waterkloof
Pretoria East 01.2004 - 12.2004
Skills
Helpdesk call support
undefinedTimeline
Helpdesk and Support Manager
X/procure
01.2020 - Current
Technical Systems Administrator
Xprocure
05.2017 - Current
Application Support Consultant
Delta9
06.2016 - 06.2017
-JSIRITIL Intermediate Certificate in IT Service Operation - APMG International03930058-01-AYHV -
Pink Elelphant
01.2016 - 12.2016
ITIL Foundation Certificate in IT Service Management - APMG International -
Pink Elphant
01.2015 - 12.2015
Helpdesk Supervisor
Xprocure
01.2009 - Current
Helpdesk Support Technician
X/procure Software
11.2007 - 01.2009
Matric - Matric
Hoërskool Waterkloof
01.2004 - 12.2004
Diploma - General Management & Leadership
The Business School of South Africa
04.2001 -
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