Roberto Jousten
IT LEAD CLIENT SERVICE DELIVERY MANAGER
Gauteng
Summary
Information Technology Operations Manager with 29 years of IT team management and user support, a highly effective, results-driven leader with a unique approach to designing and implementing business objectives that meet service delivery needs. Work effectively with people from diverse professional and cultural backgrounds, and able to communicate ideas in clear easy-to-understand terms. Proven ability at implementing initiatives that retain clients, improve morale, increase efficiency, promote teamwork, and increase inter-departmental cooperation. Demonstrated ability to effectively improve existing processes, identify strengths and weaknesses, and implement continued service improvement policies, standards, changes in operations, and systems to optimize productivity. Possess a very strong “Customer First” attitude toward both internal and external clients.
Skills
- IT Management and delivery
- Customer Relationships
- Cross-functional Leaderships
- Desktop Support,Print management and Call Centre
- Performance Improvements
- Project Management
- Strong Mentorship Skills
- Team Leadership
- Vendor relations
- Client relationship management
- Active listening and communication
Overview
29
29
years of professional experience
Work History
Outsourcing Manager\Account Manager
Technology Corporate Management(TCM) Outsourced to MTN
Gauteng
2014.02 - Current
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Led technology selection and rollout, focusing on organizational planning, provider contracts and supplier service-level agreements.
- Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Held weekly meetings with director to identify techniques to overcome sales and services obstacles.
- Interviewed, hired, trained and mentored [Number] staff by coaching daily, leading performance reviews and offering constructive feedback.
- Supervised staff to optimize brand expansion initiatives and productivity.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Built long-term trusted partner relationships to manage stakeholder expectations and meet revenue growth goals.
- Effectively supervised staff of 85 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Supervised operations of 24-hour customer service desk staffed by 30 team members.
- Oversaw IT department operations and training.
- Closely collaborated with project members to identify and quickly address problems.
- Managed on-site and off-site installation, repair, maintenance,on Desktops,Laptops and IBM\Dell including PC's,servers,laptops,screens,printers and terminals phone, photocopier, fax machine and other physical equipment.
- Closely collaborated with project members to identify and quickly address problems.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Participated in product innovation by identifying and representing customer needs and presenting new product capabilities.
- Developed and executed solutions to customer needs and drivers through hands-on engagement.
- Engaged in tool and process improvements to streamline customer success activities and services.
- Prepared cost estimates and bid documents by studying customer RFPs and consulting with project managers.
- Gained customer acceptance by demonstrating cost reductions and operations improvements.
- Contributes to sales engineering effectiveness by identifying short-term and long-range issues and recommending courses of action
Outsourcing Manager\Account Manager
Technology Corporate Management(TCM) Outsourced to FNB
Gauteng
2002.03 - 2014.02
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Maintained relevance and fluency on company offerings and industry trends.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Maintained proper staffing levels to guarantee timely and accurate deliveries..
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
- Managed third-party contracts to drive delivery of required services.
- Met with business leaders to better understand IT issues that negatively impacted businesses.
- Planned and managed full project lifecycles, from conception through final completion.
- Coordinated and led internal and external site team meetings.
- Implemented and supported Product and Service at client site.
- Attended staff and client meetings and served as liaison to manage operations for account.
Service Delivery Manager
Technology Corporate Management(TCM)
Gauteng
1999.05 - 2002.03
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Coordinated and led internal and external site team meetings
- Implemented and supported Product and Service at client site.
- Updated and maintained assigned machines per manufacturer specifications.
- Investigated and troubleshot product service issues weekly.
- Performed onsite installation, modification and maintenance of systems and equipment
Service Delivery Manager
Technology Corporate Management(TCM)
Port Elizabeth
1997.05 - 1999.04
- Maintained proper staffing levels to guarantee timely and accurate deliveries
- Coordinated and led internal and external site team meetings
- Implemented and supported Product and Service at client site.
- Updated and maintained assigned machines per manufacturer specifications.
- Investigated and troubleshot product service issues weekly.
- Performed onsite installation, modification and maintenance of systems and equipment
Field Service Technician
Technology Corporate Management(TCM)
Gauteng
1993.09 - 1997.05
- Managed on-site and off-site installation, repair, maintenance and test tasks.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Executed diagnostics, troubleshooting and service to full range of ATM, Desktops,Laptops and IBM\Dell equipment,including PC's,servers,laptops,screens,printers and terminals, Servicing equipment on clients' premises
- Experienced with Compaq, Dell, Fujitech and Mecer equipment, among other makes
- Troubleshooting and repairs of Canon and Hewlett Packard printers (Dot Matrix, Laser, DeskJet and Bubble-jet), as well as Seikosha and Fujitsu impact printers
- Experienced with OS/2 Warp RPL clients and FAT clients, using Windows Terminal Server (CITRIX) for NT connectivity
- Full Roll-out of software on Servers and workstations, including TCP/IP setup and network configuration, Seagate Backup Exec installation and support and setting up of shares and user access on servers
- Completed job reports and logs immediately following service calls.
- Maintained quality assurance and customer satisfaction objectives.
- Meticulously tracked all parts and devices used on each service call.
- Organized work to meet demanding production goals.
Field Service Engineer
Datakor\Unidata\Unisys
Gauteng
1990.09 - 1993.08
- Executed diagnostics, troubleshooting and evaluations on Desktop\Laptop equipment.
- Completed job reports and logs immediately following service calls.
- Maintained quality assurance and customer satisfaction objectives.
- Meticulously tracked all parts and devices used on each service call.
- Organized work to meet demanding production goals.
Trainee Workshop Technician
Protea Data Systems
Gauteng
1989.10 - 1990.09
- Repairs to PCs printers , plotters, screens and keyboards to component level
Medical Field Engineer
Protea Electro Medical Wynberg
Gauteng
1988.12 - 1989.09
- Installations on X-Ray machines
- Repairs and maintenance
Trainee Electrical Engineer
Sasol II Secunda
Secunda
1987.09 - 1988.11
- Been trained to run sections of the plant, repair and re-wiring motors, and basically all-around maintenance
Education
No Degree - Management Information Systems
Personal Enrichment Services P.E.S
Gauteng South AfricaNo Degree - Project Management (Levels 1-3)
Monash University
Gauteng South AfricaNo Degree - System Engeneer
Microsoft
Gauteng South AfricaNo Degree - System Engineer
Novell
Gauteng South AfricaHigh School Diploma -
Westbury High School\HighVeld Technicon
Gauteng South Africa12.1985
Timeline
Outsourcing Manager\Account Manager
Technology Corporate Management(TCM) Outsourced to MTN
2014.02 - Current
Outsourcing Manager\Account Manager
Technology Corporate Management(TCM) Outsourced to FNB
2002.03 - 2014.02
Service Delivery Manager
Technology Corporate Management(TCM)
1999.05 - 2002.03
Service Delivery Manager
Technology Corporate Management(TCM)
1997.05 - 1999.04
Field Service Technician
Technology Corporate Management(TCM)
1993.09 - 1997.05
Field Service Engineer
Datakor\Unidata\Unisys
1990.09 - 1993.08
Trainee Workshop Technician
Protea Data Systems
1989.10 - 1990.09
Medical Field Engineer
Protea Electro Medical Wynberg
1988.12 - 1989.09
Trainee Electrical Engineer
Sasol II Secunda
1987.09 - 1988.11
No Degree - Management Information Systems
Personal Enrichment Services P.E.S
No Degree - Project Management (Levels 1-3)
Monash University
No Degree - System Engeneer
Microsoft
No Degree - System Engineer
Novell
High School Diploma -
Westbury High School\HighVeld Technicon
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