C#
Etienne Boshoff
Support Technical Team Lead & Service Delivery Lead
Potchefstroom
Summary
As a Service Delivery Lead and Support Technical Team Lead, I bring critical skills in service delivery management and customer satisfaction to the table. With a customer-centric approach, I excel at overseeing and optimizing the delivery of services to ensure seamless execution of projects. I possess strong stakeholder management abilities, collaborating closely with clients and cross-functional teams to understand requirements, address concerns, and exceed expectations.
My leadership skills enable me to guide and motivate a service delivery team, fostering a culture of excellence and continuous improvement. I have a proven track record of successfully setting and meeting project timelines, managing resources effectively, and driving performance to achieve exceptional results.
With a keen eye for problem-solving, I identify and mitigate risks proactively, ensuring uninterrupted service delivery. I possess exceptional communication skills, allowing me to communicate effectively with clients, internal teams, and senior management, enabling smooth collaboration and alignment of objectives.
My analytical thinking enables me to analyze data and key performance indicators, leveraging insights to drive process optimization and enhance service delivery quality. I am dedicated to maintaining high standards of customer satisfaction, constantly seeking ways to improve service delivery and exceed client expectations.
Overview
10
10
years of professional experience
2
2
Languages
4
4
years of post-secondary education
Work History
Support Technical Team Lead
Sybrin
10.2023 - Current
- Implemented an internal knowledge base for quick access to troubleshooting resources, enhancing overall team efficiency.
- Offered assistance in implementing and developing training programs.
- Coordinated schedules for after-hours support coverage, maintaining availability during peak business hours without compromising work-life balance for employees.
- Assisted with updating technical support best practices for use by team.
- Conducted regular performance evaluations for team members, providing constructive feedback and guidance on professional growth opportunities.
- Proactively identified potential bottlenecks within the technical support process, taking decisive action to address and eliminate issues.
- Developed and implemented preventive maintenance procedures.
- Spearheaded efforts to improve response times, significantly reducing average time-to-resolution metrics.
- Established clear performance benchmarks, motivating team members to consistently exceed expectations.
- Monitored systems in operation and quickly troubleshot errors.
- Identified potential sales and cross-selling opportunities and informed management.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Provided ongoing mentorship and coaching to less experienced team members, fostering their professional development.
- Cultivated strong relationships with key clients by providing prompt and reliable technical assistance as needed.
- Fostered a positive work environment through open communication and proactive conflict resolution tactics.
- Collaborated with cross-functional teams to identify areas for system improvements and implement necessary changes.
- Managed daily operations of the technical support department, ensuring full compliance with company policies and procedures.
- Documented support interactions for future reference.
- Translated complex technical issues into digestible language for non-technical users.
Service Delivery Lead
Sybrin
06.2023 - Current
- Oversee the end-to-end service delivery lifecycle, from project initiation to completion.
- Negotiated and executed contracts on behalf of department.
- Collaborated with stakeholders to define service level agreements (SLAs) and key performance indicators (KPIs).
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Monitor and report on service delivery metrics to ensure adherence to SLAs and identify areas for improvement.
- Foster a culture of continuous improvement within the service delivery team.
- Lead and motivate a team of service delivery professionals, providing coaching and guidance.
- Develop and maintain strong relationships with clients, acting as their trusted point of contact.
- Coordinate with internal teams to address client concerns, resolve issues, and provide exceptional support.
- Conduct regular client meetings to gather feedback, understand requirements, and identify opportunities for upselling or cross-selling.
- Drive the implementation of service delivery best practices and ensure compliance with industry standards.
- Stay abreast of market trends, emerging technologies, and industry developments to enhance service delivery capabilities.
- Contribute to the development and execution of strategic initiatives to enhance overall customer satisfaction and retention.
- Proactively identify risks and implement mitigation strategies to ensure service continuity.
Application Support Engineer
Sybrin
12.2022 - 05.2023
- Diagnosed complex software issues with tenacity, resulting in significant improvements in client satisfaction.
- Brought a refined approach to incident management, enhancing the entire process to ensure seamless identification to closure. This translated into superior service efficiency and minimized disruptions to client operations.
- Proved my leadership skills as the Acting Team Lead for the IDP solution at Hollard. Here, I was responsible for leading team efforts and refining the solution to match the specific needs of our clients.
- My collaboration with development teams was instrumental in streamlining software releases. We established a rigorous testing procedure and upheld high-quality standards before each deployment, effectively reducing post-release complications.
- My initiative led to several process enhancements, and I was responsible for comprehensive documentation. These improvements not only reduced downtime but also elevated the user experience.
- A vital part of my role was mentoring. I fostered an environment of continuous learning, enhancing team competency, and promoting industry best practices.
- I took charge of enriching our knowledge base, creating and updating technical articles and procedures. These efforts directly improved resolution times and overall service efficiency.
- I developed custom applications for automating support notifications and environment changes. These were posted on our MS Teams channels, significantly improving intra-team communication.
- Collaborating with stakeholders, I automated SLA reporting in PowerBi. This involved daily incident reports and ticket reports, enhancing efficiency and promoting transparency.
- My commitment and contributions amplified our capabilities, application performance, and user satisfaction. My work served as the foundation for my promotion to Service Delivery Lead.
Software Developer
Signify Software
02.2021 - 11.2022
- Updated old code bases to modern development standards, improving functionality
- Collaborated with project managers to select ambitious, but realistic coding milestones on prerelease software project development
- Designed customized solutions for proposals to potential customers
- Designed reusable and reliable code for use within distributed cloud environments
- Discussed issues with team members to provide resolution and apply best practices
- Introduced agile methodologies and development best practices to division to enhance product development
- Collaborated on stages of systems development lifecycle from requirement gathering to production releases
- Planned and developed interfaces that simplified overall management and offered ease of use
- Developed clear specifications for project plans using customer requirements
- Integrated constructive programs into cohesive product
- Coordinated with project management on database development timelines
- Documented technical workflows and knowledge to educate newly hired employees
- Pursued learning opportunities to advance knowledge and take on leadership positions.
- Participated in software field testing to verify performance of developed projects.
- Contributed to team success by completing jobs quickly and accurately.
- Translated customer requirements into written use cases.
- Served as primary point of contact for support relating to owned solutions and products.
- Analyzed issues to identify troubleshooting installation methods needed for quick remediation.
- Communicated with stakeholders to share critical technical information and deliver project updates.
- Met with team personnel to share details of systems discovered issues and recurrent custom complaints.
- Advised senior personnel on potential process
improvements to increase support quality and Technical Analysis
expedite ticket fulfillment. - Explained technical information in clear terms to promote better understanding for non-technical users.
- Maintained response times to support business continuity.
- Contributed to whitepapers, blogs and videos for marketing, sales and training.
- Researched new tactics to better hone responses and shorten remediation times.
Performed root cause analysis of reported issues to enact corrections. - Documented faults and bugs for referral to development staff for use in updates.
- Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
- Facilitated communication and coordination between employees and management to keep parties informed.
Student Instructor
North West University
01.2019 - 12.2020
- Supported student learning objectives through personalized and small group assistance
- Prepared class materials and graded assignments to keep courses on-track and promote student learning
- Reported back to instructor to receive day-to-day tasks and responsibilities
- Provided support to help students with special needs learn and grow
- Searched at library and in scholarly databases to locate necessary information for research projects
- Completed clerical tasks such as filing, copying and distributing mail
- Completed range of simultaneous job tasks to support professor's academic, research and operational needs
- Communicated effectively with faculty and staff and accepted critiques and suggestions for areas of improvement
- Prepared learning materials, helping teachers prepare for daily instruction
- Shared important information with students concerning upcoming assignments and tests
- Taught courses under guidance of senior instructors
- Copied, organized and distributed classroom assignments or other paperwork
- Mentored and tutored individual students needing additional help
- Developed materials for classroom teachers to support instruction or in-class activities
- Conducted tutorial services for students to provide academic support in computer programming
- Developed team communications and information for meetings.
Military Intelligence Analyst
SANDF: SA NAVY
01.2014 - 12.2015
- Developed recommendations to assist clients and agencies with efforts to advance intelligence gathering and interpretation in multiple theaters of operation
- Created useful and timely intelligence products to support field operations
- Screened and interpreted all-source intelligence information
- Applied new and advanced tools and techniques to intelligence cycle, addressing complex challenges with emphasis on big data analytics and data visualization
- Collected information about enemy strengths, movements and activities
- Produced multi-source intelligence reports and products for different agency customers
- Reported on incidents, suspensions and other concerns to supervisory personnel
- Upheld code of conduct and maintained professionalism in stressful situations
- Responded to reports of irregular activities and notified dispatcher for required emergency units
- Served in on-call capacity for last-minute or late-night taskings from leadership
- Completed A-Level Intelligence program upon receipt of Seaman as part of leadership development
- Attended required training sessions and seminars
- Trained in conflict resolution among subordinates, equals and superiors.
- Advised on operations, intelligence and risk assessments in daily briefings.
- Prepared and submitted personnel, ordnance and operational reports.
- Wrote training manuals for Namibian Defense Force employees according to strict company guidelines and Security protocols.
- Developed lesson plans, instructional materials and written practice tests for Shipping Information Display and Analysis (SIDAS) Operators and SIDAS training courses.
Assistant Floor Manager
Dingo Cycles CC
01.2009 - 12.2012
- Managing of personnel and all day to day responsibilities
- Handling of all customer enquiries and requests
- Receiving and pricing of incoming stock
- Planning and organizing of displays
- Quality control of repairs from the workshop
- Ordering of fast-moving stock
- Cashing up at the end of each day and banking
- Assisted management with activities to plan and oversee events and programs.
- Answered phones to process requests, transfer calls or relay messages to appropriate personnel.
- Participated in strategic planning to execute in best interests of plan goals.
Education
Bachelor of Science - Information Technology
North West University
Potchefstroom, South Africa 07.2017 - 12.2020
Certificate: A Level Intelligence -
SANDF: South African Defense Intelligence College
Pretoria, South Africa 05.2014 - 06.2014
Certificate: MTR1 Basic Military Training -
SANDF: SA NAVY
Saldanha, South Africa 01.2013 - 07.2013
Certificate: NBCD -
SANDF: SA NAVY
Simonstown, South Africa 01.2013 - 07.2013
High School Diploma -
Potchefstroom Gimnasium
Potchefstroom, South Africa 01.2007 - 12.2011
Skills
Customer Service
Service desk oversight
Client Relationships
Service Level Agreement Management
Daily Operations Management
Dependable and Responsible
Analytical Thinking
Incident Management
Staff Supervision
Version Control Management
Quality Control Processes
Problem-Solving
Multitasking Abilities
Cultural Awareness
Self-Motivated
Conflict resolution
Data Interpretation
Policy Development
Training and Development
Telephone Etiquette
Task Prioritization
Project Management
Active Listening
Continuous Improvement
Technical Analysis
Team building
Software Best Practices
Risk Mitigation
Technical Support
Critical Thinking
ITIL Framework
Effective Communication
Attention to Detail
Time Management
Contract Management
Software
Net
JavaScript
T-SQL
Java
Timeline
Support Technical Team Lead
Sybrin
10.2023 - Current
Service Delivery Lead
Sybrin
06.2023 - Current
Application Support Engineer
Sybrin
12.2022 - 05.2023
Software Developer
Signify Software
02.2021 - 11.2022
Student Instructor
North West University
01.2019 - 12.2020
Bachelor of Science - Information Technology
North West University
07.2017 - 12.2020
Certificate: A Level Intelligence -
SANDF: South African Defense Intelligence College
05.2014 - 06.2014
Military Intelligence Analyst
SANDF: SA NAVY
01.2014 - 12.2015
Certificate: MTR1 Basic Military Training -
SANDF: SA NAVY
01.2013 - 07.2013
Certificate: NBCD -
SANDF: SA NAVY
01.2013 - 07.2013
Assistant Floor Manager
Dingo Cycles CC
01.2009 - 12.2012
High School Diploma -
Potchefstroom Gimnasium
01.2007 - 12.2011