Helpdesk Manager

I am very keen to work in the Oil Industry and I am aware that I will need to start at the entry level. I have a lot of IT experience to take with, but i am keen to get back into Engineering which is my first passion.

Company: Osiris Trading
Dates February 2004 - Present
Positions: MOM Administrator/Helpdesk Manager/Helpdesk Technician/Call Centre Team Leader/Call Centre Agent
Responsibilities
Helpdesk Manager
(May 2006 – Present)
• Manage a team of 8 technicians
• Develop and maintain formal procedures for consistency and increased productivity
• Hardware and software procurement
• Implement methodologies to improve first call resolution, manage user perceptions, and build strong internal relationships
• Choose appropriate technology and other resources to maximize help desk effectiveness
• Build a qualified help desk team through innovative hiring and training techniques
• Implement innovative staffing and scheduling models for guaranteed coverage at the lowest possible costs
• Twenty-four hour standby
• Develop a customer care philosophy that ensures customer satisfaction

• Was given full rein over deploying Microsoft Operations Manager (April 2007)
Helpdesk Technician
(January 2006 - May 2006)
• Assisting Desktop Support technicians with user support
• Monitoring internal and external infrastructure
• Testing of new products
• Dealer liaison and ordering
Call Centre Team Leader
(October 2005 - December 2005)
•Escalations are followed-up with and resolved according to the SLA
•Any Adhoc tasks received from a Floor Manager, TQM or Head Of Department are actioned according to the discussed requirement
•Time is spent training and developing agents according to the requirements of the line manager and TQM
Call Centre Agent
(February 2005 - October 2005)
•Provide front line to support to inbound queries via Telephone, Email and Live Chat
•Troubleshoot client connectivity issues
•Testing of new products
•Assisting with customer service enquiries
Reason for Leaving
I am looking to expand my experience and work towards System Administration
Company: View-A-Vision
Dates December 2001 to June 2003
Position: IT Manager
• Start up IT department
• Testing and procurement of hardware
• Installation of PC’s and support
• Client support
• Training and twenty-four hour standby
• Sales

EDUCATION
High School Christian Brothers’ College
Matric — 1992
Subjects:
• English
• Afrikaans
• Mathematics
• Accounting
• Geography
• Science

Tertiary Education Orange Free State Technicon
SI and S2 Mechanical Engineering. 1994
Subjects:
• Mathematics
• Strength of Materials
• Fluid Dynamics
• Technical Drawings
• Mechanics
• Computer (User Level)
• Communications (English)

Dynamic Training Solutions
A+ Certification — 1998
Subjects:
• Computer Hardware
• Computer Software

Business Presentation Skills
Customer Care Course - 1999
Subjects:
• Customer Relations
• Communications
• Personality Traits
• Customer Service

Damelin
Manager Development (Completed December 2006)

Dynamic Training Solutions
A+ Certification — 1998

Damelin
Manager Development (Completed December 2006)

I have completed my medical, Sea Familiarization course and I have a SAMSA log book.
My medical also states that I am fit to handle food.

Computer Literacy Level of Expertise
Microsoft Window 95/98/NT/2000/XP Advanced
Microsoft Office 2000/XP/2003 Intermediate
Microsoft Server NT/2000/2003 Intermediate
Active Directory (Server 2003) Intermediate
Microsoft Exchange 2003 Intermediate
Microsoft SQL Beginner
Microsoft MOM\SMS Beginner
Microsoft Sharepoint Intermediate