Phumeza Funa
Cape Town
Summary
Experienced IT professional proficient in IT Service Management, Network Engineering, and Software Testing. Adept at providing strategic and financial guidance, managing quality assurance, and supporting business operations. Excellent communication and technical skills with a strong foundation in various IT disciplines.
Overview
2024
2024
years of professional experience
Work History
Reporting and Cost Governance Lead
Budapest
01.2023 - 01.2024
- Managed large-scale implementations on platforms such as Time Management tool and Service Now Reporting.
- Ensuring that an organization maintains high standards in its financial reporting while effectively managing costs. This position requires strong leadership skills, extensive knowledge of financial regulations, and the ability to collaborate across various departments to achieve organizational objectives.
Treasury Lead
St Mary’s Primary School – SGB
- Providing strategic and financial guidance to ensure that the school’s financial commitments are met
- Developing all necessary policies and procedures to ensure the sound financial management and control of the school’s business, Payroll, School Budget
Business Support Executive Personal Assistant
Computacenter
01.2019 - 01.2023
- Manage Scheduling: Oversee the calendars of executives, coordinating business meetings, personal appointments, and travel arrangements.
- Communication Management: Act as the point of contact between executives and internal/external stakeholders, managing emails and phone calls efficiently.
- Meeting Coordination: Organize meetings by preparing agendas, taking minutes, and ensuring all necessary materials are available.
- Travel Arrangements: Book domestic and international travel for executives, including accommodations, transportation, and itineraries.
- Expense Management: Prepare expense reports and manage budgets related to travel and events.
- Event Planning: Organize corporate events or personal gatherings as required by the executives.
- Household Management: Assist in managing household staff or services when necessary, including scheduling maintenance or repairs.
- Personal Errands: Handle personal shopping, gift purchasing for special occasions, and other errands as needed.
- Project Management: Support various projects by conducting research, coordinating with vendors or contractors, and tracking progress.
Quality Assurance Manager for an IT Service Desk
Computacenter
04.2015 - 12.2018
- Ensure that corrective action is taken and that deviations are reported
- Record analysis and distributor quality-related statistical information
- Determine training needs of quality and production departments
- Conducting the required training.
Service Delivery Analyst
Serco Global Services – Cape Town
08.2013 - 02.2015
- Support the SMO and Service Delivery Managers in delivering services to customers.
- Participate in Major Incident Management by providing guidance during incidents.
- Identify opportunities for improving service quality and customer satisfaction.
- Create operational reports and support customer service reviews.
- Contribute to Service Management policies as part of Continual Service Improvement initiatives.
- Manage the Knowledge Database, ensuring it is updated with relevant information.
- Monitor support channels and ensure recommendations are implemented in knowledge articles.
- Build strong relationships with stakeholders to facilitate effective communication.
- Coordinate customer service escalations and manage root cause analysis for service outages.
Transport Coordinator
Serco Global Services
10.2012 - 02.2015
- See below Duties
- Ensure prompt payment to Dealers as per the plan
- Plan and schedule effective routes for transporters to follow
- Plan and monitor the delivery process from product sources to either the depot sites or processors
- Ensure product volumes are moved as per the agreed route schedule
- Ensure prompt reporting on all activities as agreed.
Service Delivery Analyst
Teleperformance – Cape Town
10.2012 - 08.2013
- I monitor the intra-day activities in operations and advise appropriate steps to address variations to the planned forecast and schedule, as well as ensure the workforce management system has accurate information for payroll purposes
- Duties Include: Intra-day monitoring of actual vs
- Forecasted call center volumes, Intra-day monitoring of absenteeism, Intra-day monitoring of schedule adherence, Flag and alert operations management on variances in planned and actuals and make suggestions on appropriate actions, Intra-day adjustment of schedule based on variance in actual vs
- Support the SMO and Service Delivery Managers in delivering services to customers.
- Participate in Major Incident Management by providing guidance during incidents.
- Identify opportunities for improving service quality and customer satisfaction.
- Create operational reports and support customer service reviews.
- Contribute to Service Management policies as part of Continual Service Improvement initiatives.
- Manage the Knowledge Database, ensuring it is updated with relevant information.
- Monitor support channels and ensure recommendations are implemented in knowledge articles.
- Build strong relationships with stakeholders to facilitate effective communication.
- Coordinate customer service escalations and manage root cause analysis for service outages.
- Forecasted volumes, Facilitate intra-day schedule adjustment approval, Effectively communicate intra-day schedule adjustments to all relevant stakeholders, Obtain reasons for absenteeism and schedule non-adherence and capture them in the system, Contribute to all processes leading to accurate payroll information at month-end
- Feedback to management on KPIs, Interaction with workforce planners and operations to identify issues and opportunities, Competencies: Real-time adherence and management, Workforce management system knowledge, Excellent analytical skills, Excellent problem-resolving skills, Excellent communication skills, Attention to detail
Data Consultant
Vodacom
10.2011 - 10.2012
- Assist customers telephonically with queries relating to Data Products and Services within the telecommunication industry
- Install, configure, test, maintain, and troubleshoot end-user workstation hardware, and networked peripheral software products
- Answer inbound calls according to the relevant Call Answer inbound calls from Subscribers
- Provide relevant information to ensure First Call Resolution
- Resolve queries
- Escalate faults that cannot be concluded on first contact
- Centre Measurement Criteria
- Ensure all customer details are captured accurately on Vodacom systems and applications
- Escalate customer queries to the relevant role players
HP UK Trainer
Teleperformance
12.2010 - 05.2011
- I went to the UK to train staff on HP Products Training Development:Design and develop comprehensive training materials, including manuals, presentations, and e-learning modules tailored to various learning styles.
Collaborate with subject matter experts to ensure content accuracy and relevance.
Tier 1 Sun Engineer
03.2009 - 12.2010
- I worked for Sun Microsystems I worked as a remote support technician, where we supported Unix server systems experiencing problems and handled a variety of system warning alarms, carried out administrative tasks relating to the provision of alarm handling, e.g
- Compiling e-mails, diagnosing faults, and categorizing the severity of the alarm and ensuring that the alarms are escalated or passed to the appropriate departments, handle inbound calls from customers and provide solutions to customers' technical queries using the databases/tools provided and the candidate's knowledge and update customers via phone, e-mail, and fax to keep them informed about their problem status and escalations
- Reason for leaving: Retrenchment
Helpdesk Support Team Leader
Teleperformance – SA
03.2008 - 03.2009
Switchboard Operator
Sappi Cape Kraft
12.2006 - 03.2007
- Duties: Transferring all incoming calls to the desired destinations
- During the period of more than 2yrs I have gained recognizable experience and license in Hyster/forklift, Overhead Crane, Front end loader, and Pallet truck operation, I have also obtained a certificate in the Occupational Health and Safety Act, i.e
- OSHACT
Dry End Assistant
Sappi Cape Kraft
04.2005 - 03.2007
- Performing numerous tests on paper samples, such as the Cobb and Burst on liner papers only, Flat Crush, and water floatation on fluting papers, other duties included assisting the dry end operator with the run of the dry end and maintaining good housekeeping
Noodle Plant Operator
Sappi Cape Kraft
11.2003 - 03.2005
- Duties: Making sure the plant runs smoothly that the stock is consistently supplied at a specific consistency, and that the noodle is produced on the floor
Wet Lab Assistant (Production Student)
Sappi Cape Kraft
03.2003 - 10.2003
- Duties: Testing of municipal effluent water, various pulp samples, starch samples, and other numerous water and chemical samples
- Calibration of Lab instruments (pH meter, Conductivity meter, and oven i.e., at specific temp 103-107
Education
ITIL V3 Foundations
Torque IT
Cape Town, South Africa04-2016
IT
IT Business Campus
Cape Town01-2005
Skills
- PC Hardware and Software
- Problem Solving
- Collaboration
- ITIL Process
- Technical Support
Academic Details
Oscar Mpetha High -School, Matric (1997) Matric certificate,
Subjects: Maths, Physical Science and Biology,
College of Cape Town, N3 Water and waste treatment/ pulp and paper making, 2004, Completed,
IT Business Campus, Network / PC Engineering, 2008, Completed, A+ hardware, A+ Practical, A+ Operating Systems, N+, Linux Server+, CISCO CCNA,
APMG International, ITIL Foundation Certificate in IT Service Management, 2016, Completed,
Torque IT, Project Management, 2017, Certificate of Attendance,
Udemy, Software Testing Jira and Agile with SQL, 2020, Certificate of completion,
Udemy, The complete Web Developer Course 2.0, In progress,
First Aider level 5, Fire Marshal, EE Committee
Contact Numbers
0734444402
Health
Excellent
Driving License
Code 10
Own Transport
Yes
Notice Period
Calendar Month
Personal Information
- Date of Birth: 06/13/80
- Gender: Female
- Nationality: South African
- Marital Status: Divorced
References
- Amanda Van Vuuren, Computacenter, 021 957 4900
- Precious Langa, Serco Global, 0671258277
Hobbies and Interests
Playing Rugby and listening to music
Skills
MS Office (5), computer Hardware/ Software (5), SQL, Web Development, Software testing Jira, Notepad ++, HTML, Python, Advanced Excel, Power BI, Public speaking, Presentation skills
Timeline
Reporting and Cost Governance Lead
Budapest
01.2023 - 01.2024
Business Support Executive Personal Assistant
Computacenter
01.2019 - 01.2023
Quality Assurance Manager for an IT Service Desk
Computacenter
04.2015 - 12.2018
Service Delivery Analyst
Serco Global Services – Cape Town
08.2013 - 02.2015
Transport Coordinator
Serco Global Services
10.2012 - 02.2015
Service Delivery Analyst
Teleperformance – Cape Town
10.2012 - 08.2013
Data Consultant
Vodacom
10.2011 - 10.2012
HP UK Trainer
Teleperformance
12.2010 - 05.2011
Tier 1 Sun Engineer
03.2009 - 12.2010
Helpdesk Support Team Leader
Teleperformance – SA
03.2008 - 03.2009
Switchboard Operator
Sappi Cape Kraft
12.2006 - 03.2007
Dry End Assistant
Sappi Cape Kraft
04.2005 - 03.2007
Noodle Plant Operator
Sappi Cape Kraft
11.2003 - 03.2005
Wet Lab Assistant (Production Student)
Sappi Cape Kraft
03.2003 - 10.2003
Treasury Lead
St Mary’s Primary School – SGB
ITIL V3 Foundations
Torque IT
IT
IT Business Campus
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