RIAAN VAN DER MERWE

I currently serve as the SLA Manager at Bidvest Protea Coin, delivering contracted services to Standard Bank

across multiple national head office and regional sites. My responsibilities include:

- Managing a team of 35 technicians, 5 chief engineers, and 5 senior site resources.

- Overseeing the Service Level Agreement between Bidvest Protea Coin and Standard Bank, ensuring service

delivery, compliance, and performance across all supported locations.

- Coordinating and supervising operations at Standard Bank sites nationwide.

Technologies and Services Managed

• Video Surveillance Systems: Milestone, HikVision, Saimos VMS, Dell/HPE Servers, Vivotek, Axis, HikVision

Cameras, IP Encoders, POE Injectors, Ethernet Cabling

• Access Control Systems: Honeywell EBI, ProWatch, Impro, HID Controllers, Morpho Biometric Systems,

Gunnebo Integration, Cabling

• Intercom Systems: Stentofon, Techring, Integration with CCTV and Access Control

• Software Services: Microsoft OS, SQL, GPS Telemetry, Acronis, Cybersecurity, Firmware Updates

• Technical Services: Diagnostics, Installations, Upgrades, Maintenance, SLA Compliance

Documentation and Project Duties

• Design Documentation: Conceptual Architecture, Detailed Design, Bill of Materials, Proposals and Quotes

• Project Implementation Documentation: Deployment Plans, As-built Documentation, IP Address Allocation

• Systems/Technology Support Documentation: Training Plans, Spares Plans, Hardware and Software Lifecycle

Management

Supplier Tasks and Actions per Campus/Site

• Video Surveillance & Access Control: Server reboots, Failover testing, Backup restoration, Disk usage checks,

Data retention monitoring, System file maintenance

• IP Intercom System: Managed jointly by Standard Bank and Bidvest Protea Coin

• Computing Hardware & Software: Servers, Workstations, Displays, Storage, Server Racks, Software Patch

Management

• Systems Configuration & Installation: Hardware/Software setup, Turnstile Integration, Cabling

Campus/Site Workstations and Product Services

• Desktop Applications Installation and Support: Standard software installation and maintenance

• Hardware Break/Fix Support: Troubleshooting and diagnosis

• Access Card Printer Support: Installation and troubleshooting

• Security Remediation: Monitoring and reporting of threats

• Product Application Support: Licensed software support and training

• Technology Training and Software Support: Group and special application training

• Procurement and Administration of Licensed Software: Tracking and maintenance

Campus/Site Server Administration

• Server Installation and Configuration: Hardware/software setup, OS installation, compliance review

• Server Maintenance and Support: Patch management, upgrades, troubleshooting

• Server Backup Management: Backup hardware/software management, daily backups

• Server Recovery Management: Restoration services, failover management

• Server Performance Management: Monitoring and reporting

• Security Remediation: Threat monitoring and reporting

• Procurement and Administration of Server Licensed Software: Tracking and maintenance

Campus/Site Database Services

• Database Planning and Advisory Services: Design assistance

• Database Installation and Configuration: Setup and data migration

• Database Maintenance and Support: Patch and upgrade management

• Database Backup and Recovery: Backup and restoration services

• Database Performance Management: Monitoring and anomaly reporting

• Continuously updated knowledge on industry best practices to ensure ongoing effectiveness in SLA management strategies.
• Improved service quality by consistently monitoring SLA compliance and implementing corrective actions.
• Negotiated favorable contract terms with external providers by leveraging expertise in vendor management techniques.
• Proactively identified potential risks that could impact service delivery and implemented appropriate mitigation plans.
• Collaborated with cross-functional teams to optimize the delivery of services in accordance with established SLAs.
• Reduced response times by implementing efficient ticketing systems, prioritizing urgent requests, and managing workloads.
• Implemented effective training programs to improve staff knowledge and skills related to SLAs management.
• Fostered a culture of accountability among team members by setting clear expectations around performance targets tied to SLA goals.
• Developed strong relationships with key stakeholders to ensure seamless collaboration and alignment of goals.
• Evaluated the effectiveness of existing SLAs and proposed revisions to better serve the needs of both internal and external stakeholders.
• Enhanced customer satisfaction by effectively addressing escalations and resolving issues in a timely manner.
• Provided expert guidance in the development of new service offerings, guaranteeing alignment with organizational objectives.
• Managed resources effectively to maintain optimal staffing levels while minimizing costs associated with workforce planning.
• Created detailed SLA documentation, ensuring clarity on expectations between the organization and its clients or vendors.
• Streamlined processes for increased efficiency, resulting from thorough analysis of existing workflows.
• Established comprehensive reporting mechanisms, allowing for clear visibility into team performance metrics.
• Optimized internal communication strategies to facilitate rapid resolution of client concerns or inquiries regarding SLAs adherence.
• Reviewed contractual agreements, verifying that all terms were accurately reflected in SLAs.
• Championed process improvements initiatives that led to enhanced operational efficiency within the department or organization as a whole.
• Organized and updated databases, records and other information resources.
• Created reports, presentations and other materials for executive staff.
• Cultivated strong relationships with vendors and partners supporting administrative operations.
• Created organized filing system to manage department documents.
• Coordinated office events, seminars and meetings for staff and clients.
• Negotiated and executed contracts on behalf of department.
• Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
• Built and managed processes for tracking and monitoring department performance.
• Identified opportunities to streamline processes and improve office operations and efficiency.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Improved office operations by automating client correspondence, record tracking and data communications.
• Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Built highly-efficient administrative team through ongoing coaching and professional development opportunities.

• The ESIM project was the most significant project I worked on at MTN, and I was fortunate to gain a lot of experience working on the same project for Vodacom. In my role at MTN Consumer Business, I oversaw the development, implementation, training, and support of the consumer business unit. I have taken charge of broad, cross-department teams in the implementation of organization-wide initiatives and projects. As a project manager, I oversee various projects directly, guiding a team composed of both internal staff and external vendors to provide business solutions. My responsibilities encompassed every facet of the projects, including managing development teams and overseeing legal, regulatory, and go-to-market aspects. This involved radio and television promotions, as well as campaigns in stores, on banners and billboards, and across social media platforms featuring influencers. I have managed all projects from ideation to delivery.
• Create roadmaps, program plans, and scrum boards
• Set up a calendar and facilitated cadence, agile events and shared measurable outcomes
• Facilitated economic decision making and managed budgeting
• Coached and empowered the team while providing transparency to the connection between measurable outcomes, plans, and delivered work
• Create project plans to fit stakeholder and customer needs and deliver with-in budget on desired outcomes; full accountability for project results
• Define project roles and responsibilities in close collaboration with the Customer, including project scope and objectives to ensure a cross-functional understanding amongst project members
• Perform project tracking through clear and concise status reports and time management reports; proactively identify potential issues and track project member progress against commitments
• Guided projects with internal/external teams, handled legal and marketing

• As part of my job at Vodacom Enterprise Business, I managed projects aimed at corporate customers in the business sector, delivering customized packages to meet their needs. The most significant project I worked on at MTN was the ESIM project. The eSIM is a digital SIM that is integrated into smartphones, tablets, and wearable devices. An eSIM allows you to utilize your phone number and data connection without needing a physical SIM card. Responsible for day-to-day execution to deliver a successful project, including project team and resource management.
• Chairs the weekly project meeting
• Coordinate internal resources and third parties/vendors for the flawless execution of projects
• Ensure that all projects are delivered on-time, within scope and within budget
• Developing project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Ensure resource availability and allocation
• Develop a detailed project plan to track progress
• Use appropriate verification techniques to manage changes in project scope, schedule and costs
• Measure project performance using appropriate systems, tools and techniques
• Report and escalate to management as needed
• Manage the relationship with the client and all stakeholders
• Perform risk management to minimize project risks
• Establish and maintain relationships with third parties/vendors
• Create and maintain comprehensive project documentation

• In my role as group IT Manager at MicroMega, I was tasked with overseeing the company's comprehensive IT strategy across various departments and business units. This involved managing IT teams, creating and executing technology roadmaps, ensuring system stability, handling budgets, and aligning IT initiatives with broader business objectives. Essentially, I acted as the leader of the company's entire IT infrastructure and operations across different groups.
• Defining the overall IT vision and strategy, identifying technology needs, and aligning them with business objective
• Managing and developing IT teams across various departments, including recruitment, performance evaluations, and staff development.
• Overseeing the IT budget, allocating resources efficiently, and ensuring cost-effectiveness.
• Initiating, planning, and executing major IT projects like system upgrades, migrations, and infrastructure improvements
• Monitoring the performance of all IT systems, networks, and applications to ensure smooth operations and identify potential issues.
• Implementing and maintaining robust IT security protocols to protect data and systems from cyber threats.
• Evaluating and managing relationships with IT vendors, negotiating contracts, and ensuring service quality.
• Ensuring IT operations adhere to relevant industry regulations and compliance standards
• Facilitating communication between IT teams and different business units to understand their needs and align IT solutions accordingly.
• Staying updated on emerging technologies and assessing their potential impact on the business to identify opportunities for improvement.

• In my role as group IT Manager at MicroMega, I was tasked with overseeing the company's comprehensive IT strategy across various departments and business units. This involved managing IT teams, creating and executing technology roadmaps, ensuring system stability, handling budgets, and aligning IT initiatives with broader business objectives. Essentially, I acted as the leader of the company's entire IT infrastructure and operations across different groups.
• Defining the overall IT vision and strategy, identifying technology needs, and aligning them with business objective
• Managing and developing IT teams across various departments, including recruitment, performance evaluations, and staff development.
• Overseeing the IT budget, allocating resources efficiently, and ensuring cost-effectiveness.
• Initiating, planning, and executing major IT projects like system upgrades, migrations, and infrastructure improvements
• Monitoring the performance of all IT systems, networks, and applications to ensure smooth operations and identify potential issues.
• Implementing and maintaining robust IT security protocols to protect data and systems from cyber threats.
• Evaluating and managing relationships with IT vendors, negotiating contracts, and ensuring service quality.
• Ensuring IT operations adhere to relevant industry regulations and compliance standards
• Facilitating communication between IT teams and different business units to understand their needs and align IT solutions accordingly.
• Staying updated on emerging technologies and assessing their potential impact on the business to identify opportunities for improvement.

• At MWEB Business I was responsible for managing projects for the MTN Business customers.
• Manage all end-to-end clients and infrastructure projects within organization by working closely with all stake holders.
• Manage different vendors (Sub contractors and service providers) and suppliers providing service to organization
• Generate reports on weekly and monthly basis
• Follow-up with all stake holders on their deliveries related to projects.
• Plan and implement all client projects with details shared to all stake holders including client
• Plan implementation and resource planning for all Infrastructure projects within organization
• Follow on all project's activities with respective stake holders to make sure they are completed within time agreed time frame.
• Arrange for kick off meetings accordingly based on projects
• Ensure all projects are implemented within Budget, time, quality, risk and scope
• Manage 3rd parties and contractors
• Create master project plan for whole and produce weekly and monthly report on progress and challenges and way forward
• Create STs for new sales order and liaise with NOC and service delivery to make sure orders are closed in time and revenues are recognized in time.
• Monitor and control the progress of projects at strategic level, in particular reviewing the business case regularly
• Act as an interface between Support, Network Operation Centre, CAM, Accounts, and Sales and logistic on matters needing their attention
• Ensure KPIs of Project are met.

• Provided Tier 3 support to clients and ensured that all Service Support and Service Delivery processes are in place to meet the business needs. Managed all client projects from cradle to grave and documented all process and procedures Support
• Ensuring that all IT equipment complies with industry standards.
• Analyzing and resolving faults, ranging from a major system crash to a forgotten password
• Assess current network design and report on “bottlenecks”
• Test LAN for optimal network connectivity against best practice
• Test VOIP compatibility
• Performed routine network maintenance, patch management, backups.
• Investigate network switch configuration and architecture
• Disaster Recovery Plan, testing and rollback
• Wireless Access Points setup, SSID, security, MAC authentication, Wireless bridging
• TCPIP management for all subnets on LAN/WAN/GAN
• Setup/Configure Server 2008 Hyper-V and all virtual servers
• Installing, Configuring and rollout of Active Directory, DNS, DHCP
• LAN, WAN, GAN support (Mauritius, Nigeria)
• Manages all system backup and restore
• Monitoring network usage
• Bluecoat Case study on behalf of client to assist with decision making data.
• Install all new hardware, systems, and software Server/Client
• Blackberry Enterprise server install, configure and support Documentation
• Ensure IT policy compliance assessed quarterly
• Backup procedures
• Analyze and document current processes and workflow.
• Managed Infrastructure Standards & Policies documentation and process flow.
• IP transformation on complete WAN, all software-based application, hardware, servers, routers, switches, printers IP/Subnet change and document all processes in ITIL
• Drawing up all VISIO diagrams and keep up to date and share on SharePoint Portal
• Service Level Management
• Take part in the policy formulation of the company, especially as it affects the area of service delivery
• In charge of delivery service planning but subject to evaluation and approval
• Ensure that policies and plans formulated are in line with the organization's goals
• Ensure that policies formulated are fully implemented to achieve policy objectives
• Assist in hiring and training the members of the service delivery team
• Educate the members of the service delivery team on new policy plans and implication on service delivery
• Assess the individual and collective performance of the team members
• Organize and head meetings with the service delivery team
• Prepare periodic reports and present such reports to the senior management
• Attend important meetings on behalf of the service delivery team or appoint representatives
• Make recommendations for policy or technological change
• Collate data and information on client satisfaction, inquiry, and complaint
• Develop new strategies to maintain or improve on the quality-of-service delivery
• Develop strategies to increase profit and minimize cost incurred on service delivery
• Carry out research regularly and attend seminars to learn improved service delivery procedures and processes.

• At Gajima AST I was responsible for the global rollout of Microsoft Advanced server 2000 and client PC safe house project.
• Demote/promote all Microsoft NT servers.
• Backup all servers, capture server configuration, note server role and configuration.
• Install and configure Microsoft Advanced Server 2000.
• Promote servers to domain controllers.
• Setup Microsoft Active Directory, import user accounts or create manual.
• Setup all DNS zones, DHCP scopes (reservations, exclusions etc.).
• Setup and tested all network equipment with static IP address.
• Network access right procurement.
• Liaison with external suppliers and service providers for cabling etc.
• Provide end-user training on new systems, drive mappings, printer setup etc.
• Basic Network Support after rollout.
• System Administration functions such as backups, application testing etc.
• Configures, tests, and maintains LAN/WAN equipment and related services
• Identifies, diagnoses, and resolves network problems
• Create and maintain comprehensive documentation for all implemented networks
• Provide pre-sales and post-sales technical support
• Assist in preparation of proposals and solution presentations
• Maintain and support company's LAN/WAN environment
• Windows and Linux systems, business applications, antivirus protection, email, and authentication administration
• Daily maintenance and problem resolution, operating system patches and software upgrades, and routine hardware configuration
• Participate in 24x7 on-call rotation
• Obtain and maintain required certifications for partnership with key vendors
• IT Projects Coordination and Administration
• Windows NT domain to Windows 2003 domain team lead.
• ABSA safe house project team lead