Willem Olivier

• Proactively monitor and drive service delivery to clients from CSD
• Manage client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers in CSD
• Work with client advocacy teams to evaluate regional client reviews to ensure proactive incident management at client sites
• Ensure that the standard client information repository related to technology, operations manuals, etc is current and accurate
• Create and maintain a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
• Run the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes
• Provide operational support and continuous service Improvement post client handover from TS (or other) teams
• Plan and implement training and development initiatives for direct reports
• Review training requirements for service operations teams
• Engage with clients for technical operations as part of routine operations
• Plan and implement key service Improvement priorities based on a continual service improvement approach
• Feed continual service Improvement priorities into the automation team
• Lead the team in the implementation of strategic initiatives
• Measure, analyses and improve team's delivery capabilities
• Ensure that tracking and monitoring of the performance of service delivery through all channels (human, digital, self-service, automated) is carried out, metrics and reports are analyzed, and issues are resolved
• Responsible for resource planning and work allocation to meet agreed service levels
• Identify opportunities for continuous service
• Improvement
• Engage with clients for technical operations as part of routine operations

Currently in the market, due to the financial position of the client.

• Act as the overall IT representative towards the
business sales functions in coordination with the
integration team Support client integration from
presales until
completion
• Manage Dev/Technical local team to deliver
according to KPI`s
• Working on JIRA , Integration Tools and Platforms,
Web Services, Corporate Systems and Platforms
(ERP/Transport/Warehouse Management)
• Continues support to Customers and Business
• Resolve & Coordinate issue resolution with central
teams
• Support the root cause analysis process to identify
possible solutions/improvements to avoid issue
• Business relationship management.
• interacting with the relevant IT functions (IT
Governance / IT Productivity / IT Architecture / IT
Service Delivery) with the end goal of delivering IT
solutions to the regional products (Marketing and
Sales).

Reason for leaving: Career growth opportunity

• Implement ERP, CRM system
• Business drive into new technologies MS Teams, Online booking solutions, Sharepoint and Azure
• Support the Group in all new implementation and infrastructure designs
• Maintain IT budget and do cost savings
• Manage local team and implement KPI's
• Move business to VOIP and centralize connectivity
• Managing all hardware and software vendors
• Reporting to business regarding SLA
• Business relationship management
• Office 365 and VM implementations
• Vendor management
• Setup SLA and contract discussion with Vendors
• Budget and contract management
• Business case studies 5 year goal planning

Reason for Leaving: Career advancement

• Managing Global and SA Teams - 10 direct reports SA
• Managing staff and Apps budgets
• Design of global systems Infor WMS
• Integration Support and management - Tibco
• Working with global Partner HCL - Managing resources for projects and support
• Working on Major international projects implementing sites and system support
• Maintaining a 99.9% uptime of systems
• Planning of Client requirements, implementing solution of integration plan
• Managing all hardware and software vendors
• Reporting to business regarding SLA and budgets
• VMWARE managements
• Vendor Managements
• Maintaining a 95% SLA Adherence
• Maintain a 99% uptime on all Infra components
• Product Owner of WMS Infor10
• Manage vendors
• Tibco Dev Support
• Application lifecycle

• National Infrastructure Maintenance Support and Design
• Senior support to all site engineers in CL
• Managing coastal and inland team
• Exchange, Active Directory, ISA
• Integration Servers, IIS Servers, File Servers, Application Servers
• Infrastructure Project Manager: Nashua, Volvo, Fiat, Land Rover, Jaguar, Core Group, Robert Bosch, Adidas, More Sports, Nike, BAE Systems, FFW, Brandhouse, GMSA, Merck Chemicals
• Working with ISP Internet Solutions on design of solution eg VPN IPSEC
• This includes implementation of the new warehouses, meeting with clients, discuss technical layout and meeting client requirements
• Managing all hardware and software vendors
• Owning project budgets for Infrastructure requirements
• Technical design of new operations
• Managing Exchange 2008 - 600 Users
• Managing Pix firewall
• Backup exec

• Onsite support for Stallion security managed network / servers with 400 users
• Onsite support for PG Glass / GSA South Africa
• Telephonic / remote support for clients
• Maintaining servers and daily back-ups
• Support on the following Exchange 2003
• Active Directory
• MS Server 2003
• ISA
• Reason for Leaving: Career advancement; opportunity to be employed in a more senior role

• Warranty support on the Acer account
• Warranty support on the Sahara account
• Software support for Santam (onsite)
• 2nd line support for South African Reserve Bank
• 2nd line support for Impala Platinum mine
• Hardware / software installations on servers and desktops and application support
• Reason for Leaving: Seeking a position with more exposure

• Ordering of spares
• Installations of networks
• Web designing
• Upgrading of computers
• Maintaining PC's
• Reason for Leaving: Company closed down

• Client services
• Ordering of spares
• Handling incoming calls
• Advising customers over the phone
• Reason for Leaving: Seeking a position more focused in IT