Jaco Heyneke
IT Field Coordinator
Cape Town
Summary
Experienced IT Field Coordinator with a proven track record at TekkieTown, specializing in project management and resource allocation. Excelled in enhancing operational efficiency and team productivity, managing over 400 stores. Proficient in MS Office and adept at staff management, significantly reduced logistical errors, showcasing leadership and innovation abilities.
With nearly 17 years in Retail IT, possesses a deep understanding of the business and store operations necessary for optimal performance.
Overseeing the Field Technicians and the Support Desk has equipped with a multitude of skills. Hands-on professional, actively engaging in the field to understand and address needs effectively.
Overview
22
22
years of professional experience
Work History
IT Field Coordinator
TekkieTown
Cape Town
03.2019 - Current
- Managing 13 Technicians Currently, 4 Helpdesk Support Agents, 8 Field Technicians, and 1 Hardware Support Technician/Stock Room Assistant.
- Reduced logistical errors through meticulous planning of transportation schedules and inventory management practices.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Managed budgets skillfully by tracking expenses diligently and allocating resources appropriately based on priority needs.
- Contributed to business growth by identifying opportunities for process improvement and recommending actionable solutions.
- Manage Team Budgets and Expenses.
- Our Team is responsible for over 400 Stores.
- Plan and Manage Projects and meet deadlines set.
- Plan and Manage all Store Actions, New Stores, Closures, and Revamps.
- Manage Spares with the Stock Room Assistant and identify what would be needed.
- Procurement of Equipment, Identify ageing equipment and plan hardware roll-out.
- Identify new technologies for the Business.
- Manage Assets and ensure correct disposal of assets by sale or E-Waste.
- Monitor the Network, Failover and Offline Stores and the get better last-mile alternatives.
- Manage Data and other expenses.
- Managed budgets effectively, tracking expenses and identifying opportunities for cost savings.
- Provide Weekly and monthly feedback to the Head of IT and Operations Teams.
- Coordinated training sessions for new employees on relevant topics.
- Responded to telephone calls and emails from customers or clients to answer questions or resolve problems.
- Communicated effectively with internal staff members as well as external vendors to resolve issues quickly and efficiently.
- Managed multiple projects simultaneously while meeting tight deadlines.
- Provided administrative support in scheduling appointments, organizing documents, and preparing reports.
- Worked with supervisors or project managers to develop schedules, monitor deadlines and coordinate resources.
- Handled administrative tasks for team members, helping projects run smoothly.
- Communicated with clients and supervisors regarding project status and changes in scope of work.
- Conducted bi-weekly staff meetings to communicate program needs and get feedback from the Teams.
- Enhanced team productivity with effective delegation and clear task assignment.
IT Field Technician
TekkieTown
KZN / Gauteng
04.2012 - 02.2019
- Manage hardware and software maintenance operations.
- Coordinate hardware and software setup for new store openings.
- Provide remote support to stores outside of regular business hours, including weekends.
- Supervise hardware and software functions across the entire KwaZulu-Natal region. (Relocated to Pretoria in 2013)
- Possess experience as a Retail Manager and in stock control.
- Handle stock control and related issues.
- Plan and schedule regular stock takes for Gauteng and surrounding areas.
- Prepare for stock takes.
- Acted as area manager in KwaZulu-Natal for a period.
- Developed solutions to customer issues promptly while maintaining a high level of service quality.
- Provided technical support for hardware and software installation, maintenance, and troubleshooting of Windows-based operating systems.
- Provided remote desktop support to resolve technical issues quickly and efficiently.
- Performed system upgrades, repairs, installations, configuration, and testing for various IT systems including PCs and laptops.
- Troubleshoot computer hardware problems such as memory, hard drives, monitors, printers, and scanners.
- Installed and configured Local Area Networks and Wide Area Networks.
- Deployed new computers to end-users by configuring settings according to company standards.
- Boosted user satisfaction by providing timely remote support for software installation, configuration, and troubleshooting.
Software Support Engineer
CEB RSS
KZN
05.2006 - 03.2012
- Provide software and hardware support for Metcash.
- Maintain and troubleshoot UNIX servers.
- Manage RetailX point of sale software.
- Overseeing multiple desktop PCs, including servers and perform routine maintenace.
- Offer support and troubleshooting for Windows, Office, Lotus Notes, and Linux machines (Ubuntu).
- Ensure smooth network operation and conduct necessary network troubleshooting.
- Provide remote support using VNC and Team Viewer.
- Conduct new installations for store openings and relaunches. Offer telephonic support to clients.
- Manage point-of-sale software for multiple clients.
- Completed formal training in Retail Office operations, specializing in point-of-sale software.
- Provide comprehensive software support to clients for both POS software and Microsoft products.
- Offer hardware assistance to clients for their point-of-sale machines.
- Provide support to clients for back-office operations and server infrastructure.
- Helped maintain network infrastructure components such as routers and firewalls.
- Analyzed existing software products to identify areas of improvement or potential problems.
- Guided best practices related to software usage for customers.
- Installed and configured computer hardware operating systems and applications for customers.
- Collaborated with internal teams to resolve complex technical issues quickly and accurately.
- Provided technical support to software users, troubleshooting and resolving issues promptly.
- Trained end users on how to use newly installed applications or systems effectively.
- Resolved customer queries via phone, email or other communication channels promptly.
- Set up equipment for employee use, performed and ensured proper installation of cables, operating systems, and appropriate software.
- Installed and performed minor repairs to hardware, software and peripheral equipment, following design, and installation specifications.
IT Technician
Tshwane North College
Pretoria
03.2003 - 02.2006
- Conducted regular preventive maintenance on hardware equipment, prolonging lifespan while minimizing unexpected failures.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Reduced system downtime by proactively monitoring and addressing potential issues in timeously.
- Managed inventory of hardware and software assets, ensuring proper allocation and maintenance throughout their lifecycle.
- Developed and documented standard operating procedures for consistent IT service delivery across organization.
- Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members.
- Maintained office PCs, networks and mobile devices.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
Education
High School Diploma -
PRETORIA COLLEGE (T.N.C)
Pretoria 04.2001 -
Skills
Resource Allocation
Project Management
Information Collection
Schedule Management
MS Office
CRM Software
Staff Management
Travel Coordination
Budget Administration
Multitasking and Organization
Asset Managment
Planning and Execution
Manage Cost
Google Workspace
Airtable
Problem-solving abilities
Timeline
IT Field Coordinator
TekkieTown
03.2019 - Current
IT Field Technician
TekkieTown
04.2012 - 02.2019
Software Support Engineer
CEB RSS
05.2006 - 03.2012
IT Technician
Tshwane North College
03.2003 - 02.2006
High School Diploma -
PRETORIA COLLEGE (T.N.C)
04.2001 -