Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
CustomerServiceRepresentative

Yumnah Abader

IT Service Manager
Cape Town

Summary

With two decades of service management experience I have been ensuring that business and systems processes are followed rigorously. I have developed an innate ability to anticipate problems and to resolve them timeously, before they escalate. As such, I have developed exceptionally strong relationships with both internal and external stakeholders and have a reputation for excellence in relationship management. I have a strong work ethic and take pride in being the "go to" person in the resolution of challenging problems. I am a critical thinker and am able to address issues from all angles, ensuring that solutions are found that are acceptable to all stakeholders concerned.

Overview

23
23
years of professional experience

Work History

ITS Service Manager (Networks & Infrastructure)

Woolworths
Cape Town
03.2019 - Current
  • Manage and co-ordinate the delivery of IT services across multiple business units
  • Responsible for implementing IT service management policies and procedures
  • Identifying opportunities for service improvement and facilitating the implementation thereof
  • Responsible for driving incident and change and problem management
  • Measure, monitor and report on SLA's and OLA's
  • Co-ordinate disaster recovery testing across multiple business areas
  • Applied effective time management techniques to meet tight deadlines.
  • Resolve problems, improved operations and provided exceptional service

Service Operations Manager

Lexmark International
Cape Town
03.2012 - 02.2019
  • Manage and maintain strategic relationships to ensure customer’s objectives are met
  • Monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
  • Ensuring SLA’s are achieved, service quality expectations are met
  • Coordinate with relevant stakeholders to resolve issues and escalations
  • Identify, scope, access and manage all risks associated with service contracts or service issues
  • Lead and drive the completion of projects between Lexmark and 3rd party vendors
  • Team Management: ensure that individuals work together as an effective team in driving delivery excellence
  • Service Improvement: proactively identify and drive opportunities for service sales and improvement
  • Identify new service business opportunities, and deliver quotes
  • Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
  • Met with customers to discuss service needs and develop effective and practical solutions
  • Monitored team performance, adhered to service level agreements (SLAs)
  • Met with customers to discuss service needs and offer available solutions

Oracle Corporation

Service Account/Delivery Manager
Cape Town
10.2006 - 04.2012
  • Accountable for maintaining customer satisfaction goals
  • Responsible for Service Level Management and ensuring that agreed services are delivered
  • Develop Operating Level Agreements with other services delivery teams
  • Provide comprehensive proactive services with fault reviews/information and guidance on all service offerings
  • Strategic planning and documenting of standard operating procedures for customers
  • Project manage new hardware installations, hardware refreshes and all related upgrades
  • Manage the problem management process responsible for investigating and identifying trends on system failures and outages
  • Manage and coordinate support engineers and systems specialists to address support issues in the field
  • Provide recommendations for site/issue management to the appropriate members of the virtual team
  • Act as an agent for process improvement to achieve customer satisfaction
  • Developed and maintained courteous and effective working relationships
  • Identified issues, analyzed information and provided solutions to problems

Customer Service Executive

Sun Microsystems
Cape Town
09.2000 - 10.2006
  • Single point of contact for non-strategic accounts who have an active support or maintenance contract
  • Manage and support contract queries and contract renewals
  • Serviced approximately 200 non-strategic accounts
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems
  • Described product and service details to customers to provide information on benefits
  • Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled contracts

Education

High School Diploma -

Wynberg Girls' High School
Cape Town
04.2001 -

Skills

    Service-oriented mindset

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Accomplishments

  • Documented and resolved a Microsoft Teams networking and infrastructure company wide issue which led to being awarded the CIO Award for 2022
  • Achieved "The Woolworths Difference Award" by collaborating with multiple cross-functional teams to resolve a company wide outage
  • Recognised by OPSCOM for embodying Woolworths' service culture in dedicated service to the IT infrastructure team as well as providing and contributing focus to the planning and testing phases of the Palo Alto Firewall migration project

Timeline

ITS Service Manager (Networks & Infrastructure)

Woolworths
03.2019 - Current

Service Operations Manager

Lexmark International
03.2012 - 02.2019

Oracle Corporation

Service Account/Delivery Manager
10.2006 - 04.2012

High School Diploma -

Wynberg Girls' High School
04.2001 -

Customer Service Executive

Sun Microsystems
09.2000 - 10.2006

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Yumnah AbaderIT Service Manager