Summary
Overview
Work History
Education
Skills
Certification
References
Interests
Timeline
BusinessAnalyst
LOUIS KOTZE

LOUIS KOTZE

Business Analyst
Centurion,Gauteng

Summary

Dynamic and highly motivated IT professional specializing in Avaya solutions, with extensive expertise in contact center implementation, system integration, and stakeholder management. Passionate about driving business outcomes through technology and effective collaboration. Experienced in requirements analysis, project documentation, and training—key skills for a transition into business analysis. I recently completed multiple LinkedIn Learning courses in Business Analysis, including using AI to accelerate the creation of Business Analyst deliverables. I am committed to leveraging my technical foundation, analytical mindset, and communication abilities in a Business Analyst role.

Overview

24
24
years of professional experience
3983
3983
years of post-secondary education
6
6
Certifications
1
1
Language

Work History

Avaya Technical Consultant

Avaya Inc.
Johannesburg
11.2022 - Current
  • Conducted security audits and installed OS hotfixes for compliance.
  • Led VOIP and contact center implementations (Avaya Aura, POM, Experience Portal).
  • Integrated CTI solutions, managed Avaya Control Manager, executed certificate renewals.
  • Managed full cycle of installations: requirements analysis, planning, configuration, documentation, QA/UAT, and client handover.
  • Gathered user requirements for system customizations and led training sessions for clients and engineers on new technologies.
  • Assisted with project management, stakeholder meetings, and vendor coordination.

Avaya Implementation Engineer

Dimension Data
Johannesburg
09.2018 - 10.2022
  • Installed and supported contact center solutions, Avaya IP Office server editions, and Experience Portals.
  • Diagnosed and resolved technical issues using VoipMon and other tools.
  • Trained clients, handled pre-sales analysis, and produced lab-tested documentation.
  • Participated in vendor meetings to align technology initiatives with business objectives.
  • Collaborated closely with cross-functional teams to ensure seamless integration of new systems into existing infrastructure.
  • Assisted in the design and development of innovative technical solutions, resulting in increased profitability for the company.
  • Inspected changes before client performed user acceptance testing.
  • Continuously expanded knowledge base through professional development opportunities, staying up-to-date on industry trends and best practices related to implementation engineering.
  • Developed customized solutions tailored to each client''s unique needs, boosting user experience while driving results-oriented outcomes.
  • Served as primary point-of-contact for troubleshooting inquiries from both internal team members and clients.
  • Managed multiple complex projects simultaneously, proving adept at prioritizing tasks to maximize time efficiency without sacrificing quality or attention to detail.
  • Conducted thorough testing and validation of implemented solutions, ensuring optimal performance and minimizing potential issues.
  • Reduced downtime and improved overall system performance by conducting regular maintenance checks and implementing necessary updates.
  • Ensured regulatory compliance across all implemented systems by diligently reviewing relevant guidelines and legislation throughout project stages.
  • Developed strong relationships with clients, leading to high customer satisfaction rates and repeat business.
  • Streamlined project management for successful on-time and within budget delivery of client projects.
  • Improved system efficiency by implementing new software solutions and optimizing existing processes.
  • Proactively identified areas for improvement within current processes, leading to enhanced operational efficiency and productivity.
  • Facilitated smooth transitions between legacy systems and newly-implemented technologies.
  • Maintained clear communication channels between team members, fostering a collaborative work environment that encouraged innovation and problem solving.
  • Provided expert guidance during all phases of system implementation, contributing to project success and client satisfaction.
  • Configured and executed system software changes.
  • Supported clients throughout the post-implementation phase, addressing any concerns or issues quickly and effectively.
  • Assisted clients with monitoring all software implementation lifecycles.

Operations Team Leader

Atio
Durban
07.2012 - 08.2016
  • Install and Maintain VOIP PABX
    Install and Maintain IPO 9 and AACS
    Install and Maintain Contact Center (CC6/AACC 6.4)
    Train Clients and Engineers on Product
    Monthly meeting with vendor to discuss technology trends and direction
    Provide 3rd level Support
    Assist with Project Management and Documentation (QA Docs, UAT and Low Level Design
    Pre-Sales Role
    Lab Testing of new Products
    Managing 5 Engineers (Day to Day coordination and management of team tasks)
    Ensure SLA are attended to within time frame
    Planning, coordination and execution of project plans
    Trend analysis of problems and incidents
    Change control management
    Safeguards voice infrastructure against accidental or unauthorized modification, destruction, or dispute.
    Determines implementation of Voice and network policies in accordance with the management intentions of business
    Ensure regular audits are performed
    Assess risks.
  • Trained, coached and managed 5 person team of IT professionals.
  • Managed daily operations, ensuring smooth workflow and timely completion of tasks.
  • Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
  • Implemented quality assurance measures that led to improved product consistency.

Principal Network Engineer

Business Connexion
Johannesburg
03.2001 - 07.2012
  • Delivered 3rd level support and managed a team of five engineers.
  • Coordinated day-to-day team activities and client deliverables.
  • Project managed new implementations—requirements documentation, risk assessment, and incident trend analysis.
  • Mentored junior engineers in advanced networking concepts and techniques, fostering an environment of continuous learning and professional development.
  • Oversaw a team responsible for providing Tier 3 support covering after-hours escalations from both internal staff members as well as external customers.
  • Continually updated personal knowledge of industry trends, emerging technologies, and best practices through ongoing professional development activities such as attending conferences, participating in webinars, and completing relevant certification courses.
  • Optimized network security by developing comprehensive policies, procedures, and access controls that safeguarded sensitive data.
  • Reduced downtime for critical systems through proactive monitoring and troubleshooting of network devices.
  • Collaborated with cross-functional teams to ensure seamless implementation of new infrastructure projects, resulting in improved efficiency and productivity.

Education

N6 Electronic Engineering Diploma - Mathematics N6, Communication Electronics N6, Industrial Electronics N6, Digital Electronics N6

Technical College Doornfontein
Doornfontein Technical College
09.1995

Matric - Mathematics, Science, Accounting

High School Pionier
Vryheid
11.1986

Skills

Certification

Avaya Certified Product Specialist

References

P., Dobson, Support Services Manager, +27 31 560 9100, Business Connexion

Interests

Technology trends, AI in business, music, family, camping, motorcycle trips

Timeline

Avaya Technical Consultant

Avaya Inc.
11.2022 - Current

Avaya Implementation Engineer

Dimension Data
09.2018 - 10.2022

Operations Team Leader

Atio
07.2012 - 08.2016

Principal Network Engineer

Business Connexion
03.2001 - 07.2012

N6 Electronic Engineering Diploma - Mathematics N6, Communication Electronics N6, Industrial Electronics N6, Digital Electronics N6

Technical College Doornfontein

Matric - Mathematics, Science, Accounting

High School Pionier

Similar Profiles

CREATE PROFILE
LOUIS KOTZEBusiness Analyst