Sipho Kunene
Durban
Summary
Forward-thinking professional offering more than 15 years of experience working in fast-paced environments. Expertise in planning, installing and maintaining large-scale systems and infrastructures. Proven leader with success in building strong teams. Astute Systems engineer proffetional offers dynamic, diverse skillset developing and installing imperative systems. Over 15 career years, oversaw dedicated technical teams and researched necessary deployments to optimize organizational output. Experienced managing cloud products and services within over-arching technology infrastructure. Knowledgeable resource for mandated regulatory and safety procedures to maintain equipment and software effectiveness.
Overview
17
17
years of professional experience
6
6
years of post-secondary education
13
13
Certifications
Work History
CCI: Contact Center System Engineer
Nedbank Ltd
10.2012 - Current
- A Contact Center Engineer with over 10 years of experience within the Call Center Infrastructure; a small team with proven ability to manage SLAs for SEV tickets and deliver on concurrent projects on time and within budget in a fast-paced environment
- A team that supports different business clusters within Nedbank, over 7500 clients
- We also support in all aspect of Multimedia, Voice recording Solutions; DataVoice and Nice System
- Workforce management (WFM), RTM, Voice Bio matrices etc.
- Led a team of international engineers to develop a new recording solution that reduced compliance risk by increasing compliance assurance on the cloud - reducing total ownership
- Resolved complex technical issues through effective problem-solving techniques and root cause analysis.
- Created comprehensive documentation for system configurations, procedures, and best practices to facilitate knowledge sharing among team members.
- Reduced downtime for critical systems through proactive monitoring and maintenance tasks.
- Managed multiple projects simultaneously, meeting tight deadlines while maintaining high-quality deliverables.
- Verified compliance with applicable performance metrics and compatibility expectations.
EUC: Support Engineer II
Nedbank Ltd
06.2012 - 10.2012
- This position assists our clients (Nedbank staff) with technical support of desktop computers, applications, and related technology
- Support includes specification, configuration, installation, and testing of computer systems and peripherals within established standards and guidelines
- Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems
- The position utilizes one-on-one, telephonic, and remote-desktop consultancy to end users
- We also assist in the maintenance and testing of network servers and associated equipment like assigning IP addresses
- The position's responsibilities require independent analyses, communication and problem solving
- Work is performed with little supervision and requires initiative, judgment to provide diligent, prompt, and courteous responses to end users' questions or PC issues
- Most of all, this position provides customer service experience, which to me is the core of our service.
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Improved customer satisfaction by promptly addressing support tickets and providing accurate solutions.
- Maintained high levels of customer satisfaction, even during peak times or high-volume ticket periods.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
- Diagnosed and troubleshot hardware, software and network issues.
- Reduced response times by prioritizing urgent requests and escalating issues when necessary.
- Participated in post-mortem reviews after major incidents, identifying areas for improvement and implementing changes accordingly.
- Ensured compliance with industry best practices and company policies throughout all support activities undertaken by the team.
SAP Integration Consultant
Nedbank
02.2009 - 06.2012
- Worked on three major projects: SAP EHP5, Securitisation and Globus Migrating to SAP
- Perform ongoing project plan maintenance
- Make use of MS Project Office to report on project status.
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Supported clients with business analysis, documentation, and data modeling.
- Created and managed project plans, timelines and budgets.
Avaya Engineer
Dimension Data
02.2008 - 01.2009
- Site engineer for Avaya IP Office; troubleshoot and solve VoIP problems over the Network
- Install and configure Avaya IP Office systems
- Configures Avaya IP Office using Avaya Communication Manager
- Project team Member for the Medscheme VoIP Recognition Project - responsible for project documenting and system checks.
Education
Matriculated -
Thuto Ke-Maatla Comprehensive High School
Baccalaureus Scientiae - Computer Science & Statistics - Application developmentSoftware EngineeringHuman Interface DesignComputer NetworksStatisticsSAS programmingDemographyApplied MathematicsFinancial Mathematics
University of The Western Cape
01.2004 - 04.2006
Baccalaureus Scientiae - Computer Science Hons - Project Management in Information and TechnologyAdvanced Network AdministrationAdvanced Software EngineeringCompilersOperating System
University of the Western Cape
01.2007 - 04.2007
Certificate - Foundation Management Development Programme - undefined
Golden Institute of Business Science (GIBS)
Masters in Business Administration (MBA) - undefined
University of KwaZulu-Natal (UKZN)
01.2017 - 04.2018
Doctoral candidate (PHD) - undefined
University of KwaZulu-Natal (UKZN)
01.2023 - 04.2025
Skills
Pascal
Java
Perl
PHP
JavaScript
HTML
FrontPage
Assembly Language
SQL
MySQL
SAS
Maple
Microsoft
SAP
Telecommunication Technologies
Call Center Infrastructure
Analytical Skills
Project Management
Risk Management
SQL
Customer Service
Microsoft
SAP
Telecommunication Technologies
Call Center Infrastructure
Analytical Skills
Project Management
Risk Management
SQL
Customer Service
Comfortable presenter
Customer Excellence and Professionalism
Planning and vendor negotiation
Interpersonal and Assertiveness skills
Mentoring and tutoring
Problem solving skills
Ability to work independently with minimum supervision in a fast-paced environment
Build working relationships and network easily with people and sustains relationships
Cooperative and Flexible individual
Keen interest in technology
Analytical and strategic thinker
MS Project Office
MS Visio
Avaya CM
CMS
NICE
Data Voice
SAP Solution Manager
SAP Business Objects
HP Service Manager
Crystal Reports
SAP FS210-Loans
BPM100 - Business Process Management Methodology
BPM130 - SAP Business Architect
System Engineering
Configuration Management
Strategic Planning
Business Administration
Cross-Functional Teamwork
Verbal and written communication
Staff Training and Development
MS Office
Decision-Making
Positive Attitude
Work Planning and Prioritization
Good Judgment
Operations Management
Performance Management
Project Planning
Team Player
Process Improvements
Process Automation
Team Oversight
Certification
CCNA1
Social
Golden Key International Honour Society, Relations Officer, Methodist Student Society UWC Branch 2005-2006, Vice President, touch a Life - Nonprofit organization, established in 2010
Businessadventures
- Layini Digital, Founder and Director, Layini Digital is private enterprise established in 2007 from university. In a world, so vibrant, where time is going fast than ever, LLC aim to free up civilians by technology by providing better means of Communications, Applications designs, Convenient and Fun.
- LIMCHEM, Sales Manager, LIMCHEM is a South African private enterprise established in 2005 with the purpose to pursue interests in chemical distribution, water chemistry solutions and water & chemical analysis services. It is 100% Black owned, with 80% female share.
- AFRIPET, Co-founder, AFRIPET is an energy private enterprise. AFRIPET aim to preserve our environment by making use of solid waste to provide reliable decent quality grade Bioethanol to the petroleum and pharmaceutical industry for blending.
Ethnicity
Zulu
Personal Information
- Date of Birth: 03/16/85
- Nationality: South African
Languages
Zulu (native)
English (fluent, write, read)
N Sotho (speak)
Xhosa (fluent, write, read)
siSwati (fluent, write, read)
References
- Masogo Ramokoka, Specialist: Auto and Tele Solutions, MasogoR@Nedbank.co.za, +27102345758
- Darion Mannie, IT Manager, darionman@nedbank.co.za, +27645344892
- Sebe Zama, SAP Functional Manager, SebeZ@Nedbank.co.za, +27112943448
- Lulamani Ian Mabaso, Operations Director of LIMCHEM, info@limchem.co.za, +27835580286
Quote
"We become what we think about"
Timeline
Doctoral candidate (PHD) - undefined
University of KwaZulu-Natal (UKZN)
01.2023 - 04.2025
Masters in Business Administration (MBA) - undefined
University of KwaZulu-Natal (UKZN)
01.2017 - 04.2018
CCI: Contact Center System Engineer
Nedbank Ltd
10.2012 - Current
EUC: Support Engineer II
Nedbank Ltd
06.2012 - 10.2012
SAP Integration Consultant
Nedbank
02.2009 - 06.2012
Avaya Engineer
Dimension Data
02.2008 - 01.2009
Baccalaureus Scientiae - Computer Science Hons - Project Management in Information and TechnologyAdvanced Network AdministrationAdvanced Software EngineeringCompilersOperating System
University of the Western Cape
01.2007 - 04.2007
Baccalaureus Scientiae - Computer Science & Statistics - Application developmentSoftware EngineeringHuman Interface DesignComputer NetworksStatisticsSAS programmingDemographyApplied MathematicsFinancial Mathematics
University of The Western Cape
01.2004 - 04.2006
Matriculated -
Thuto Ke-Maatla Comprehensive High School
Certificate - Foundation Management Development Programme - undefined
Golden Institute of Business Science (GIBS)