PAULSEN COOPSAMY
IT Service Manager
Gauteng
Summary
Results-driven IT Manager with 18 years of experience in the IT industry, demonstrating a consistent track record of directing projects from inception to execution. Known for strategic resource allocation and delegation to ensure on-time, on-budget delivery. Adept at managing technical resources, troubleshooting issues to identify root causes, and implementing solutions to prevent reoccurrence. Recognized as a process champion with a history of enhancing operational efficiency and controlling costs through the implementation of new processes and technologies.
Overview
18
18
years of professional experience
10
10
years of post-secondary education
Work History
Business and Escalation Manager
Multichoice
3 2020 - Current
- Escalation and Incident Management
- System Monitoring
- Reporting
- Problem Resolution and In-Country Management
- Deployment of new Solutions, Changes, bugs
- Applications and systems
- Secondment to Ethiopia as acting HOD for Customer Experience and Care(2023)
- Secondment to Showmax as acting HOD for Customer can Care Teams (2024)
- I led the strategic direction and execution of customer centric initiatives within the organization
- Working closely with cross functional teams, I implemented comprehensive strategies to enhance the overall customer journey and satisfaction.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Managed and motivated employees to be productive and engaged in work.
- Controlled costs to keep business operating within budget and increase profits.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Championed diversity and inclusion efforts within the workplace, resulting in an inclusive environment that fostered creativity and innovation among employees from various backgrounds.
Snr IT Manager
Bayport Financial Services
06.2019 - 02.2020
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Guided organizational technology strategy and roadmaps.
- Customized and repaired technology based on staff requests.
- Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
- Understood key product management roadmap objectives and requirements to develop product technology strategy.
- Liaised with other departments to minimize network interruptions and possible downtimes.
- Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
- Implemented and maintained technology and software budget.
- Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Managed life cycle replacement of hardware and software.
- Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
- Assisted in development of long-term strategies to grow department and resources.
- Created and terminated user's accounts from start to finish in business applications.
Service Manager
First National Bank
03.2016 - 01.2019
- As a IT Service Manager I reported to Head of Service Support within one of the largest banks in SA, Managed a team of 30 whom supported all ATM and Branch infrastructure within the bank
- Manage yearly departmental IT Budget
- Review and sign of all changes within POP IT
- Act as SPOC for Internal and External Audits
- The proactive identification of beneficial system enhancements and amendments
- Identifying Improvement through trend analysis and data mining
- Oversee all stages of the Project from Inception to completion
- Vendor and Contract Management across all 3rd Party vendors supporting POP
- SLA Monitoring and reporting
- Monitor conformance to the Banks process and procedures as well as POPI
- Completed
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Met with customers to discuss service needs and develop effective and practical solutions
- Met with customers to discuss service needs and offer available solutions
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Developed detailed plans based on broad guidance and direction
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Evaluated employee performance and conveyed constructive feedback to improve skills
Mutual and Federal
01.2014 - 02.2016
- Incident and Problem & Service Delivery
- As an Incident and Problem Manager I reported to Head of Infrastructure within one of the largest Broker insurance companies in SA, I managed 2 portfolios being Incidents and Problem Management not only taking the lead in managing all impact incidents and ensuring that a RCA was published, I also ensured availability of all key systems
- Ensure Incident Problem and Change Processes are adhered to
- Deliver Reporting on Service Delivery across all Systems that feed into Manco
- License Management
- Act as SPOC for Internal and External Audits
- Capacity Management as well as Monitoring for critical systems
- Project Management for Infrastructure Projects
- Effective communication to key role players when a Major Incident is raised.
Incident Manager
T-Systems
03.2010 - 12.2013
- As an Incident Manager I reported to the Team Lead of Service Support within T-Systems
- As an Incident Manager I was based at the Client Organization and was responsible for all high impact incidents as well as daily management of all incidents logged and monitor and escalate all incidents which violated SLA
- Accept the leading role in the management of high impact incidents by ensuring efficient resolution of high impact incidents within the service lines, as well as effective escalation as appropriate
- Effective communication to key role players when a Major Incident is raised
- Provide support and coaching to the Service Desk Agents to effectively execute the Incident Management Process
- Effective integration and handover of incidents to Problem Management as defined by existing processes
- Manage the SLA pro actively with the different support areas
- Attending Virtual Team sessions with the Accounts in order to optimize and improve the current service offerings
- Driving the efficiency and effectiveness of the Incident Management process
- Producing management reports and submit trending on the standard Incident
- Identifying Improvement through trend analysis and data mining
- Monitor conformance to the process, provide necessary training where required and escalate accordingly.
Customer Services Manager
MIT
08.2008 - 03.2010
- As the Customer Service Manager I reported to the Head of the Call Centers
- I maintained relationship with Customers and the key personnel within their organization
- Ensured that all escalated issues was managed efficiently and measures where implemented to prevent re-occurance.Conducted business reviews to ensure clients are satisfied with the products and services offered at MIT ensuring that any opportunities was passed onto the sales team for further sales.
Quality Assurance Team Lead
IBM
01.2006 - 07.2008
- As the Quality Assurance Team Lead I reported to the Manager supporting an International Pharmaceutical Company
- I was responsible for monitoring, reporting and improving the quality of the Service Desk staff.
Education
International Diploma - Information Technology
Oval International
Durban 01.2001 - 01.2003
IBM ITIL V3 Foundation - Information Technology
IBM
Sandton 01.2008 - 08.2008
ITIL Operational Support And Analysis - Information Technology
Foster Melliar
Sandton 09.2011 - 10.2011
SAFe 5 Product Owner/Product Manager - Information Technology
Agile
Sandton 08.2022 - 08.2022
Management Advancement Programme - Business Management
Wits Business School
Johannesburg 01.2022 - 12.2022
Information Technology
Pink Elephant
Sandton 07.2014 - 08.2014
Agile Fundamentals
Agile
Johannesburg 07.2018 - 07.2018
ITIL Service Operation
FOXITSM
Sandton 06.2016 - 07.2016
Care And Growth Leadership
Beyond Change
Johannesburg 01.2018 - 12.2023
Skills
Strategic planning
Policies and procedures
Staff Management
Coaching and mentoring
Schedule optimization
Improvement initiatives
Negotiation
Business administration
Operations management
Contract Management
Key Performance Indicators
Verbal and written communication
Financial Management
Business planning
Additional Information
- ACTIVITIES AND HONORS , Employee of the Month Multihoice Africa 2023 Outstanding Achievement Award IBM 2007
Timeline
SAFe 5 Product Owner/Product Manager - Information Technology
Agile
08.2022 - 08.2022
Management Advancement Programme - Business Management
Wits Business School
01.2022 - 12.2022
Snr IT Manager
Bayport Financial Services
06.2019 - 02.2020
Agile Fundamentals
Agile
07.2018 - 07.2018
Care And Growth Leadership
Beyond Change
01.2018 - 12.2023
ITIL Service Operation
FOXITSM
06.2016 - 07.2016
Service Manager
First National Bank
03.2016 - 01.2019
Information Technology
Pink Elephant
07.2014 - 08.2014
Mutual and Federal
01.2014 - 02.2016
ITIL Operational Support And Analysis - Information Technology
Foster Melliar
09.2011 - 10.2011
Incident Manager
T-Systems
03.2010 - 12.2013
Customer Services Manager
MIT
08.2008 - 03.2010
IBM ITIL V3 Foundation - Information Technology
IBM
01.2008 - 08.2008
Quality Assurance Team Lead
IBM
01.2006 - 07.2008
International Diploma - Information Technology
Oval International
01.2001 - 01.2003
Business and Escalation Manager
Multichoice
3 2020 - Current
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