Douglas Van Tonder
George
Summary
Results-driven technology leader with progressive experience spanning technical support, systems administration, and project management. Proven track record of leading cross-functional teams, managing complex technical projects, and providing strategic IT solutions. Combines strong technical expertise with exceptional client relationship management and team leadership capabilities.
Overview
11
11
years of professional experience
Work History
Technical Project Manager
Amoeba TSC
05.2024 - Current
- Served as technical liaison for various enterprise level customers.
- Monitored and tracked project progress to support timely completion.
- Partnered with project team members to identify and quickly address problems.
- Developed project plans and managed project scope using methodologies to guide projects from conceptualization to implementation and maintenance.
- Wrote, updated and maintained project documentation.
- Managed customer escalations.
- Worked closely with operational support team to identify and resolve issues.
- Identified and proposed upsell and renewal opportunities and communicated value proposition to churn results for enterprise customers.
- Gained extensive knowledge of products and services to provide best-in-class sales engineering solutions.
Technical Support and Systems Administration
DataTill
05.2022 - Current
- Utilized ticketing systems to manage and process support actions and requests
- Conducted numerous software installs and data migrations on Ubuntu servers
- Upgraded existing software install scripts and system packages for compatibility with newer versions of Ubuntu
- Ensured all software dependencies on Ubuntu were regularly updated for security reasons
- Provided 24/7 on-call support to customers, ensuring prompt issue resolution
- Configured and maintained servers with 3000+ end users, ensuring smooth operations
- Managed backup and disaster recovery through strict data control and retention policies
- Personally handled recovery tasks during critical situations
- Interacted directly with users to diagnose and correct major system issues and address concerns
Support Consultant
DataTill
07.2021 - 05.2022
- Managed and maintained multiple MySQL replication servers for efficient data handling
- Resolved a diverse range of technical issues across multiple systems and applications for customers
- Monitored networks and network devices to quickly resolve technical problems
- Translated complex technical issues into understandable language for non-technical users
- Tuned system performance to optimize the efficacy of new and existing hardware components
- Monitored employee and customer interactions to assess service quality
- Developed and maintained customer relationships, enhancing overall satisfaction
- Provided technical support, troubleshooting issues, and delivering effective solutions
- Utilized ticketing systems for efficient support action and request management
- Assisted customers in identifying and resolving issues to restore service functionality
- Listened attentively to customer questions, providing prompt and accurate responses
- Employed crisis management techniques to offer corrective solutions and maximize satisfaction
- Resolved customer complaints by prioritizing and reporting technical issues
- Contributed ideas and practical solutions to support process improvement efforts
- Conducted research to identify and implement solutions for technical problems
Barista and Coffee Shop Manager
Koffihuys
06.2020 - 06.2021
- Created a wide variety of hot and cold drinks, consistently achieving positive customer satisfaction scores
- Controlled lines and crowds with quick, efficient service
- Trained new team members using positive reinforcement and respectful, encouraging coaching
- Maintained regular and consistent attendance, demonstrating punctuality
- Interacted pleasantly with customers during hectic periods, promoting a fun, positive environment
- Listened attentively to customer requests, crafting personalized, delicious beverages that improved sales
- Successfully completed daily cash audits to accurately balance drawers at the end of shifts
- Memorized recipes for specialty coffee, ensuring consistent quality
- Trained new employees, sharing knowledge and expertise in coffees, teas, and merchandise
- Ordered supplies, coordinated receiving, and oversaw storage in compliance with health code requirements
- Recruited, hired, and trained baristas to handle workload with quality service
- Inspected the coffee shop regularly for safety, health code, or maintenance concerns
- Verified prepared food met standards for quality and quantity before serving to customers
- Purchased food and cultivated strong vendor relationships
- Maintained facility compliance with health codes, sanitation requirements, and license regulations, avoiding potentially heavy fines
- Inspected equipment and machinery for proper working condition, directing staff to clean and repair as needed
Barista
Beans About Coffee
02.2017 - 02.2020
- Cleaned counters, machines, utensils, and seating areas daily to ensure a hygienic environment
- Memorized recipes for specialty coffee beverages and seasonal offerings
- Recommended products based on a solid understanding of individual customer needs and preferences
- Maintained regular and consistent attendance, demonstrating punctuality
- Monitored supply levels at the counter, ensuring customer areas met typical demands
- Promoted additional items with beverages, effectively increasing store sales
- Used POS system to accurately enter orders and process payments
- Minimized spoilage with proper use of first-in-first-out stock procedures
- Prepared specialty drinks such as cappuccinos, lattes, and mochas
- Assisted management in maintaining an adequate supply by promptly notifying them of shortages
Construction and Renovations
Bestmade
01.2014 - 12.2016
- Worked on tasks ranging from demolition to restoration of old homes
- Demonstrated proficiency in using a variety of hand and power tools to perform tasks such as cutting, shaping, and assembling building materials
- Adapted quickly to new tasks and responsibilities, showcasing flexibility and a willingness to learn
- Painting walls
- Restoring old wood decks
- Paving
Education
High School Diploma -
Oudtshoorn High
12.2016
Skills
- MySQL replication
- Technical issue resolution
- Network monitoring
- Technical translation
- System performance tuning
- Service quality assessment
- Customer relationship management
- Technical support
- Troubleshooting
- Ticketing systems
- Crisis management
- Process improvement
- Research
- System monitoring
- Hardware knowledge
- Server Management
- System architecture
- DevOps principles
- Technical leadership
- Project leadership
- Project management
- Schedule management
- Team management
- Performance testing
- Cross-selling
- Active listening
- Solution selling
- Self motivation
- Goal setting
- CRM software
- Technical consultation
Languages
English
Afrikaans
Hobbies and Interests
- Regular Home Maintenance
- Guitar Restorations and setups
- Home painting
- Gaming Computer Building
- PC Gaming
- DIY
- Writing music and playing musical instruments
- Staying up to date with latest gaming trends and computer hardware
Timeline
Technical Project Manager
Amoeba TSC
05.2024 - Current
Technical Support and Systems Administration
DataTill
05.2022 - Current
Support Consultant
DataTill
07.2021 - 05.2022
Barista and Coffee Shop Manager
Koffihuys
06.2020 - 06.2021
Barista
Beans About Coffee
02.2017 - 02.2020
Construction and Renovations
Bestmade
01.2014 - 12.2016
High School Diploma -
Oudtshoorn High
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