Jacobus Leon Broodryk
Pretoria,ZA
Summary
I am an accomplished, knowledgeable and versatile Management Professional, offering more than 25 years' extensive experience in information technology operational maintenance and technology support services with program customization on various platforms and network installations, system integration and system communication, configuration and troubleshooting, successfully managing complex, critical and time-sensitive solutions as well as large scale technology projects from requirement phase, performance tuning, commissioning and maintenance. I leverage strong analytical thinking, communication, interpersonal and team leadership skills to effectively resolve problems and provide superior service. I am comfortable working in fast-paced, target-driven environments as part of a team or on an individual basis. I possess the ability to take initiative and manage time effectively. My diverse set of skills also covers excellent negotiation, planning and organizing. I consider myself a productive, innovative, determined, flexible and focused individual, who always strives to deliver more than expected. I am known for building strong working relationships and I am committed to being a confident and respected member in my environment.
Professional IT services expert with comprehensive experience in managing and optimizing IT operations. Strong focus on team collaboration and delivering impactful results. Adept in strategic planning, problem-solving, and adapting to evolving business needs. Known for reliability, effective communication, and fostering positive work environments.
Overview
36
36
years of professional experience
Work History
General Manager
Myko Transport
01.1989
Project Team Leader, Service Delivery Manager and Account Manager
IBM South Africa
01.1994 - 01.2021
- Team Leader Internal Customer Helpdesk and OS2 Support:
- Conducted problem diagnostics and repairs to IBM Notebooks and Desktops.
- Software support on all supported software.
- Team Leader Rollout Centre:
- Managed and coordinated the pre-loading of client desktops as per client requirements.
- Negotiated and consulted with clients on hardware and software solutions according to business or private requirements with ongoing liaison.
- Setup of Service Level Agreements and maintaining targets.
- Processed enquiries on products, providing client education, building and maintaining strong client business relationships and support.
- Customer improvement programs
- Team Leader PDP Centre Khulani Park:
- Conducted project coordination, managing and coordinating pre-loading of client equipment.
- Managed and supervised warehouse operations and stock and control.
- Consulted with clients on hardware and software solutions.
- Coordinated delivery of computer equipment and peripherals nationwide.
- Customer Engineer – Department Mineral and Energy:
- Managed and coordinated all desktop hardware and software maintenance.
- Conducted network installations and maintenance, printer repairs, peripheral repairs and maintenance, software diagnostics and solution implementation.
- Managed OEM Desktop and server problem diagnostics and repairs
- Customer Engineer – ABSA Contract:
- Managed and coordinated all Desktop hardware and software maintenance, ABSA peripherals repairs and maintenance, software diagnostics and solution implementation.
- Conducted network installations and maintenance, and printer repairs.
- Managed Dell Desktop and server problem diagnostics and repairs.
- Service Delivery Manager.
- Serving as the focal point for delivering contract services to clients
- Managing contracts relationships with business partners, other service delivery organizations and vendors, as appropriate.
- Develop New clients and client relationships to facilitate growth and identify new opportunities for cooperation and sales growth.
- Maintaining audit readiness
- Engaging appropriate teams and roles to deliver services defined in the customer and Provider agreements
- Participating in technical and business planning sessions to establish standards, architecture and project initiatives.
- Providing support for external financial audits as specified in the Services Agreements, and providing prompt response to these requests
- Maintaining escalation and notification contact list(s) including Third Parties such as vendors and service providers
- Participating in defining Services and standards for planning and analysis activities
- Working with Customers to enact Disaster Recovery plans and initiating tests, where appropriate
- Forecasting and engaging proper resources for the delivery of services
- Developing a Change order Management process that defines how to order a Change in Services or add new services
- Accurately reporting managing RU and Service Level Requirement (SLR) information
- Coordinating support teams to optimize service levels.
- Develop new opportunities and Statement of Work agreements.
- Client Desktop and Server infrastructure support:
- Client support Intel desktop and Server Environment
- Intel desktop and Server Environment project implementation
- Comprehensive remote and onsite support for clients, quality assurance, client service and support function.
- Utilize expertise and technical skills pro-actively to successfully handle projects, technical research projects, working plans, installations, implementations, technical services, maintenance and support
- Ensure Delivery Team meets and exceeds its obligations in service delivery with respect to all Service Level Requirements (SLR's)
- Ensure Delivery Team continues to deliver all required services under the outsourcing agreement to the highest quality
- Work with the Client's representatives to ensure the required services continue to support the Client's business needs
- Provide recommendations for new services and / or changes to existing services, which could benefit the Client in achievement of their business objectives.
- Coordinate all activities on behalf of Delivery Team ensuring a seamless single point of contact for all Delivery Team services
- Ensure all processes and procedures are kept up-to-date and accurately reflect
- Customer environments and requirements
- Liaise with all internal service delivery teams to ensure consistent high level of service Ensure the Client is notified as soon as possible of any possible disruption to services provided by Delivery Team under the outsourcing agreement.
- Manage and drive all Delivery Team services through adoption and implementation of ITIL processes and procedures minimize risk to both and the client.
- Assist the Client's execution of their IT strategy through the selling of the Delivery Team lines of business
- Assist the Client's IT executives and other senior Management as appropriate in their planning activities as required
- Provide assistance to the Client in researching new and / or emerging technologies to ascertain their potential benefits to the Client
- Coordinate with the Client regarding the holding of Steering Committee Meetings, and participate in the meetings as required
- Provide technical assistance/guidance to colleagues when requested
- Set clear expectations and manage accordingly
- Work effectively and harmoniously in Team environment
- Develop and maintain technical and personal development plans Maintain personal marketability, technically and professionally Participate in performance appraisal reviews
- Maintain personal Skills Matrix and Personal Profile documents
Branch Manager / Sales Manager
Hyperama Computers
01.1991 - 01.1994
Transport Manager / Yard Manager
Dairy Belle
01.1990 - 01.1991
Branch Manager / Sales Manager
Quality Tyres
01.1989 - 01.1990
Sales Truck and Earth Mover
Quality Tyres
01.1988 - 01.1989
Transport Supervisor
Dairy Belle
01.1985 - 01.1988
Education
Information Technology Infrastructure Library (ITIL) -
Foster-Melliar
JHB01.2006
National Diploma - Transport Management
Rand Afrikaans University
Johannesburg01.1989
Grade 12 National Senior Certificate -
St Oliver Plunkett School
01.1982
Skills
- IT Management
- Customer Account Management
- Sales and Implementation Management
- Transition management
- Project Management
- Project Delivery Management
- Service Delivery Management
- Service Level Management
- Service Desk Management
- Account Management
- Customer Relationship Management
- Change Management
- Architectural Standards Management
- Availability Management
- Escalation Management
- Incident Management
- Asset Management
- Financial Management
- Problem Management
- Capacity Management
- Hardware and Facility Management
- Operation Management
- Performance Management
- Desktop and Server Infrastructure Support
- Team Leadership
- IT and Network Solutions
- Various Software Platforms and Software Packages
- Client account management
- Problem resolution
- Leadership and team building
- Customer relationship management
- Performance improvement
- Employee development
- Performance improvements
- Expense control
- Business development
- Cost reductions
- Account management
- Risk management
- Contract negotiations
Accomplishments
Key Accounts : Last 18 years. 50 Mil + Accounts
1. Fluor Global : International Services Management
Account : Account Manager/DPE
2. South African Revenue Services
Service Delivery Manager
3. Telkom SA
: Project Exec , SDM, Project Manager
4. Visteon SA Account Manager.
5. Vodacom SA
Project Delivery Manager
- Documented and resolved [Issue] which led to [Results].
- Resolved product issue through consumer testing.
- Managed team of 40 staff members4 .
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
References
I will gladly furnish personal and professional references on request.
COURSES COMPLETED
- Hardware:
- IBM Storage
- X-Server Hardware and Software Implementation
- 3270 Emulators
- IBM Desktop Repairs
- Dell Server Repairs
- Dell Desktops
- Printer Repairs
- IBM Switches
- Basic Linux
- MS Windows 95/98/NT/XP Support
- TCPIP
- NVDM Skills
- General ThinkPad Problem Determination and Repairs
- Network Setup with IBM Token Ring and Ethernet
- Local Area network (LAN) Services/Distance
- OS2 Support
- Management:
- IBM SA In-House Courses Attended Over the Period 2003 to 2021
- Network Fundamentals
- Linux RedHat Basic
- X-Series Support and Implementation
- Project Management Financials
- Project Management I
- Project Management Fundamentals
- Project Delivery
- Sales negotiation.
- General Data Protection - GDP
- ITIL Foundation V2
- Agile – Scrum
- ITIL Service Delivery V2
- Professional Project Delivery Management
- ITIL Service Support V2
- Service Management Global delivery
- Client Relationship Management
- Customer Service Management I, II and III
- Contract Pricing
Timeline
Project Team Leader, Service Delivery Manager and Account Manager
IBM South Africa
01.1994 - 01.2021
Branch Manager / Sales Manager
Hyperama Computers
01.1991 - 01.1994
Transport Manager / Yard Manager
Dairy Belle
01.1990 - 01.1991
General Manager
Myko Transport
01.1989
Branch Manager / Sales Manager
Quality Tyres
01.1989 - 01.1990
Sales Truck and Earth Mover
Quality Tyres
01.1988 - 01.1989
Transport Supervisor
Dairy Belle
01.1985 - 01.1988
Information Technology Infrastructure Library (ITIL) -
Foster-Melliar
National Diploma - Transport Management
Rand Afrikaans University
Grade 12 National Senior Certificate -
St Oliver Plunkett School
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