Vic S. Labuschagne

• Produced monthly reports using advanced Excel spreadsheet functions.
• Used statistical methods to analyze data and generate useful business reports.
• Improved decision-making processes with accurate data analysis and visualization techniques.
• Utilized data visualization tools to effectively communicate business insights.
• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
• Collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
• Enhanced business efficiency by identifying trends and patterns in complex datasets.
• Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
• Managed large-scale databases to ensure timely access to critical information for key stakeholders.
• Integrated multiple sources of disparate data into cohesive datasets using ETL processes, improving overall analytic capabilities.
• Developed custom algorithms to optimize data mining, increasing the effectiveness of analytical insights.
• Implemented robust control measures to improve analytical output reliability.
• Enabled more personalized customer experiences by analyzing behavior patterns and preferences.
• Optimized data collection methods to enhance quality and volume of data captured for analysis.
• Enhanced data accuracy by automating data cleansing processes, significantly reducing manual errors.
• Developed and maintained data pipelines for seamless flow of information, ensuring timely availability for decision-making.
• Conducted comprehensive data analysis to support strategic planning, leading to more informed decision-making.
• Improved data visualization techniques, making insights more accessible to non-technical stakeholders.
• Leveraged advanced analytics to identify trends, enabling proactive business strategy adjustments.
• Conducted ad-hoc analysis to address urgent business questions, facilitating rapid response to market changes.
• Streamlined reporting processes, resulting in faster turnaround times for monthly performance reports.
• Facilitated knowledge sharing by creating centralized data repository accessible to all relevant parties.
• Reduced data redundancy with effective data modeling, ensuring optimal use of storage resources.
• Facilitated cross-departmental data integration, enhancing overall data coherence and utility.
• Analyzed data to identify root causes of problems and recommend corrective actions.
• Developed customized reports, summarizing and presenting data in visually appealing format.
• Utilized data visualization techniques to present and explain complex data sets.
• Created dashboards to monitor and track key performance indicators.
• Created data models to support decision-making processes.
• Developed complex dashboard and reporting tools to track business performance metrics.
• Provided technical support for troubleshooting analytics and reporting issues.
• Generated standard and custom reports to provide insights into business performance.
• Designed and developed data pipelines to acquire, clean and process data.
• Implemented business intelligence solutions to increase operational efficiency.
• Deployed predictive analytics models to forecast future trends.
• Generated ad-hoc reports to evaluate specific business requirements.

• Evaluate, test, and advice, train and support I.T
• Related projects
• Working closely with the client to ensure projects completed on time
• Coordination of project team will ensure everyone is doing the right thing at the right time
• Agree timescales, standards to be met, and monitoring these throughout the project
• Adjusting the plans where needed
• Evaluation of each project stage and once completed
• SAFETY2 legal Appointee
• Chair Annual Safety meetings
• Conduct Safety inspections
• Incident investigation
• COMMUNICATIONS/INTERPERSONAL CONTACTS
• Work and communicate with a wide range of people – peers, vendors, the public, staff members including program leadership, and others
• Consistently demonstrate professional, positive, and approachable attitude/demeanour and discretion
• Demonstrate sensitivity in handling confidential information
• Formulate and clearly communicate ideas to others
• Fluency in English and the primary language of the country or region supported.
• Improved service desk efficiency by streamlining processes and implementing best practices.
• Streamlined communications between Service Desk teams to reduce duplication of effort in addressing similar incidents or requests.
• Initiated regular audits of incident tickets to identify recurring issues warranting root cause analysis.
• Implemented an effective knowledge management system for quicker issue resolution and increased productivity.
• Developed a high-performing team by providing coaching, mentoring, and regular performance feedback.
• Increased first call resolution rate through comprehensive staff training and development programs.
• Implemented a robust incident management process for effective tracking, escalation, and resolution of service-related issues.
• Optimized resource allocation by regularly reviewing team workload and adjusting schedules as needed.
• Created a positive work environment through transparent communication, employee engagement initiatives, and accessible leadership style.
• Enhanced customer satisfaction with timely issue resolution and effective communication skills.
• Resolved customer complaints in professional and timely manner.
• Implemented strategies to increase customer service satisfaction ratings.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Monitored service staff performance and provided feedback for improvement.
• Developed and maintained positive relationships with customers to build rapport and trust.
• Hired, trained and supervised team of service staff members to meet business goals.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.

• Server maintenance
• Server Support
• VPN
• 365 Licensing
• Microsoft 365 Tenant Management
• Microsoft 365 Support
• KPI Management of team
• Syncro management
• Cloud hosting and support / Cloud Servers
• Team Management and reporting on Targets
• Mothly reports on Power Bi (7 Years)
• Mentored staff members on best practices, fostering a culture of continuous improvement within the organization.
• Implemented innovative solutions to address operational challenges, leading to increased efficiency and reduced costs.
• Increased customer satisfaction with consistent quality control measures and proactive issue resolution.
• Improved team productivity through effective communication, training, and performance evaluations.
• Successfully managed change initiatives by effectively communicating expectations clearly among affected individuals or groups.

• Advising organizations on IT solutions that will best help them grow and perform more efficiently Work with companies from beginning to end, outlining the most effective resources and oversee projects through design, development to completion
• Monthly reports to Measure SLA, Project Stats, Leave management, Productivity, Procurement, Company Assets, Site Training, Aged Calls
• Effectively manage the operational activities executed by internal and external vendors, suppliers and partners in line with SLA’s and OLA’s
• Providing these services in an effective and efficient manner, will ensure maximum access to the implementation of technology services and resources
• Having excellent time management, confidentiality & communication skills
• Acts as the primary point of communication between Workspace Secunda and operating, business and functional units
• Having strong IT, commercial, planning skills
• Recommending and implementing improvements and efficiencies
• Keeping management and clients updated on progress
• Maintaining documentation of changes regarding users, functions & systems
• COMPLEXITY/PROBLEM SOLVING
• Lease with management team/clients to find out what they want and to advise them objectively on where IT might make a difference to the business
• May act as a resource to others to solve problems
• Duties may require non-routine analysis, research and follow-through
• Interpret guidelines and analyse information to adapt or modify processes in response to changing circumstances
• Analyse situations, evaluate alternatives, and implement solutions within standards (where applicable.
• Created weekly and monthly reports and presentations for management team.
• Maintained records and logs of work performed and materials and equipment used.
• Managed subcontractors, ensuring quality workmanship and adherence to project timelines and specifications.
• Monitored, coached, and supervised team of 40+ employees in 7.
• Oversaw employee attendance record, handled payroll, and ordered new materials for sites.
• Oversaw all daily office operations and equipment maintenance.
• Resolved issues between employees and customers using company policies.
• Conducted regular site meetings with team members, fostering open communication channels for efficient problem-solving and progress updates.
• Developed strong relationships with clients through consistent communication of project updates and prompt resolution of concerns or issues.
• Complied with safe operating practices and assessed operational procedures against best practices.
• Implemented cost-saving measures, identifying areas for improvement in material procurement and labor utilization.
• Improved client satisfaction with timely project completion through effective communication and coordination among team members.
• Assumed responsibility for personnel deployed to work site.
• Established clear lines of communication among various departments involved in the construction process to ensure seamless collaboration toward shared objectives.
• Reduced safety incidents by conducting regular site inspections and enforcing strict adherence to safety protocols.
• Inspected cleanliness of common areas and offices.
• Maintained detailed records of all site activities, providing valuable data for future planning efforts and analysis of best practices in site management techniques.
• Evaluated performance metrics to identify areas for improvement in both individual employee performance and overall project management strategies.
• Kept sites compliant with OSHA, state, and local regulations to prevent unnecessary risks.
• Interviewed, hired, and trained new workers.
• Coordinated site investigations, documented issues, and escalated to executive teams.
• Conducted thorough risk assessments to proactively address potential issues before they escalated into costly problems.
• Conducted comprehensive training programs for new hires, ensuring high level of competency and adherence to safety standards.
• Achieved project milestones ahead of schedule, through meticulous planning and proactive issue resolution.
• Developed and executed robust quality control procedures, elevating standard of workmanship.
• Facilitated stakeholder meetings to align project objectives with business goals, ensuring expectations were met or exceeded.
• Conducted thorough risk assessments for each project phase, implementing mitigation strategies to avoid potential delays.

• Leading a team of 42 Field support technicians for Contracted services and Projects to Clients within a geographical area of Sasol Secunda for over 10000 Clients at the Primary and Secondary areas as per contracted SLA
• Ensure adherence to operational policies, procedures, guidelines and processes through effective resource management
• Create a conductive environment that facilitates employee satisfaction
• Improve and maintain customer satisfaction in conjunction with SDM
• To ensure quality service delivery and customer satisfaction by achieving and manage the execution of personal development plans thus ensuring the correct level of competence of performers
• Conduct performance reviews and performance appraisals quarterly to measure performance and take corrective actions where necessary
• Conduct performance contracting including Performance Plan and Personal Development Plan within allocated time frames that will facilitate performance against deliverables
• Manage Quality according to global best practice standards
• Achieve the objectives and deliverables of SLA's within client base
• Conduct Weekly Team Meetings and supply feedback to operational manager
• Team leader for “In Warranty”, “out of Warranty” Dell and HP Hardware repairs and Replacement
• Effectively manage the operational activities executed by internal and external vendors, suppliers and partners in line with SLA’s and OLA’s
• PROJECT MANAGEMENT
• Evaluate, test, and advice, train and support I.T
• Related projects
• Working closely with the client to ensure projects completed on time
• Coordination of project team will ensure everyone is doing the right thing at the right time
• Agree timescales, standards to be met, and monitoring these throughout the project
• Adjusting the plans where needed
• Evaluation of each project stage and once completed
• Conduct annual Performance revives with one on one sessions
• Foster a spirit of team work
• Offer guidance and help were possible
• Maintain employee work schedules including assignments, job rotation, training, vacations and paid time off, telecommuting, cover for absenteeism, and overtime scheduling
• Maintain transparent communication
• Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal communication
• Work with advocacy staff to develop strategies and plans to enhance client services, improve user effectiveness, and foster innovation
• Manage IT staff, including hiring, training, evaluation, guidance, discipline and discharge
• Develop the IT staff to meet the changing needs of users, groups and offices; new projects and technologies; and varying staff strengths
• Oversee provision of end-user services, including help desk and technical support services
• Keep current with the latest technologies and determine what new technology solutions and implementations will meet business and system requirements
• Conduct performance reviews and performance appraisals quarterly to measure performance and take corrective actions where necessary
• Performs local administration and operations functions as appropriate in accordance with standards, policies and procedures
• Provides new staff with PC/account setup and orientation
• TRANING
• Training and consultation, and recommendations about future planning and development of resources
• Coach, mentor and develop staff, including overseeing new employee on boarding and providing career development planning and opportunities
• Provide oversight and direction to the employees in the operating unit in accordance with the organization's policies and Procedures
• SUPPORT / FUNCTIONS
• Assist with complex Problems
• Advise and lease with Recourse scheduler to produce the most favourable outcome for the client
• Assist with complex clients to understand the needs and assist where possible
• Conduct Resource planning on a daily basis.
• Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
• Conducted team member meetings and updated members on best practices and continuing expectations.

• Lead a team of 13 Field Support Technicians and over 10000 clients
• Create a conducive environment that facilitates employee satisfaction
• Manage the execution of personal development plans thus ensuring the correct level of competence of performers
• Implemented a cost effective and more productive way of work by splitting the site into areas of responsibility, this assisted in bringing down to average calls down from 200 per day to a manageable 80 per day
• Cost effective delivery and compliance with all SLAs Manage Quality
• Manage Quality according to global best practice standards
• Achieve the objectives and deliverables of SLA's within client base
• Ensures that the asset team could give the expected service levels
• Allocate tasks to direct colleagues, Monitor on completion, ensures the equable strain on team
• Recourse Planning
• Takes part in cost planning of the given work team, responsible for keeping the plan
• Sets performance goals, and evaluate colleagues
• Ensures the successful use of the integrated company tools, handles the appropriate way of processes and standards
• Communicate the operational and other relevant business information to the team
• Ensures the team’s well-being, helps improving the teamwork and manages conflicts
• Participates in the recruitment process, makes proposals for hiring and layoff
• Escalation management
• Tracking transition progress and performance, as well as status reporting
• Working with 3rd party providers when required, to ensure agreements are in place, services are performed, and delivered as contracted in a timely manner
• Facilitating meetings to ensure effective communication and coordination of deliverables
• Documenting project and IT asset management processes utilized for the procedure manual
• Assisting with the set-up of asset reporting
• Coordinates with management to select and supervise training of new employees for asset management
• Management or asset management functions
• Developing an Asset Database to keep track of assets.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.

• Configuring and Support on, Products
• Upgrading of Hardware and configuring Software data transfers
• Support on multiple software Packages like (Minx, Sap, Midas, AutoCAD, Dos 6.22, Windows NT, Telemetric Systems, Thermal Cam Software, COMPASS, meridium, Coral draw, Micro station and Aspen.)
• Maintaining an individual SLA of 99%
• Attend Weekly Operational meetings
• Setting up and configuring Compaq Thin Clients
• Support on Financial Systems
• Unix, Microsoft and Support
• Remote Support with VNC
• Setup of Profiles, Applications, Data, Software, PDA, Outlook and Printing
• Setup and configuration on Plotters and printers both Local and Network.
• Advanced personal skill set through ongoing professional development opportunities, staying current with emerging technologies.
• Walked clients and internal staff through troubleshooting steps to resolve common software issues.

• Capture problem on system developed by me to track and analyse trends
• Created over 50 user’s id’s per week for clients on the network
• Administrator of Financial system on AS400
• Remote support to 2000 clients on all INGWE Mines (Matla, Kutala, Middelburg, Koorenfontein, Douglus
• Ensure proactive system maintenance and process documentation updates
• User id administration, creation and deletions on Microsoft Server
• Backup administration on all major servers on Ingwe Mines.

· Field Support INGWE Mines (Matla, Kutala, Middelburg, Koorenfontein, Douglus. Over 2000 Clients

· Responsible for backups solution on severs.

· Support on Microsoft Server.

· Supporting Multiple 3rdparty software Vendors.

· Assembling and configuring Desktops, laptops and Docking Stations.

· Network installations and configuring.

· Backups on multiple Servers

· DHCP Administration

· Support on AS400 system and administration.

• Field Support on Matla mines with over 200 clients
• Responsible for Backup solution on Microsoft server and Financial system
• Supporting Multiple 3rd party software Vendors
• Assembling and configuring Desktops, laptops and Docking Stations
• Backups on AS400 System
• AS400 Administration
• Server Administrator and backup administrator.
• Streamlined workflow processes, implementing best practices in field support operations.
• Enhanced customer satisfaction by providing timely and efficient field support services.
• Managed work orders, inventory, and documentation, maintaining accurate records for all field support activities.
• Increased customer satisfaction by providing timely and efficient field support for equipment installations, repairs, and upgrades.
• Enhanced field support efficiency by streamlining communication channels and providing timely updates.

• Assembling and configuring of Desktops and Laptops
• Ordering of stock
• Computer sales, Advice and after service
• Stock Control
• Improved user satisfaction by promptly addressing IT issues and providing effective solutions.

• Assembling of Desktops hardware install and configure Software
• Building and configuring of Desktops and Laptops
• Client Support, sales advice, Graphic Designs, Network setups and configurations
• Trouble Shooting and repairs.
• Served as a liaison between customers, sales representatives, and engineering teams to ensure seamless communication throughout the project lifecycle.