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Work Background
MultiChoiceSupply Chain Support Specialist
Mar. 2016South AfricaAs a Supply Chain Support Specialist at Multichoice, I am responsible for the functional refinement of requirements, focusing on epics and user stories. My role encompasses various key functions that contribute to the seamless operation of the Stock and Distribution solution, including SAP, ICC, Clarity, and CRM. Key Responsibilities:
• Process Design and Customization: Contribute to the design and customization of defined processes within the Stock and Distribution solution. Ensure alignment with business requirements and objectives.
• Implementation Support: Support the implementation of new enhancements, facilitating the go-live process, and ensuring stabilization of the system.
• Testing: Develop and execute test scripts, actively participating in user acceptance testing (UAT). Assist in the preparation and planning of UAT, ensuring proper facilities, test data, and participant identification.
• Daily System Support: Provide first-line user support for the entire Stock and Distribution solution. Analyze and resolve ad hoc queries within defined SLAs.
• Defect Resolution and Continuous Improvement: Identify and resolve defects, actively contributing to innovative solutions for continuous business improvement.
• Training: Develop training materials for various modules (CS, MM, and SD).
• Conduct end-user training sessions, both in classrooms and on a one-on-one basis.
• Stakeholder Engagement: Engage with different stakeholders to identify business training needs. Liaise with second-line support, development teams, and IT to administer user locations and functionalities.
• Interface and Integration Management: Analyze and resolve issues related to S&D interfaces and integration messages. Clear failed transactions and provide relevant reporting to management.
• Business Process Refinement: Assist in defining and refining business processes for Stock and Distribution. Participate in UAT, working closely with business users and project teams.
MultiChoiceConfiguration Analyst (IBS5.4 and ICC6.2)
Oct. 2011 - Mar. 2016South AfricaAs a Configuration Analyst at Multichoice, I played a crucial role in analysing and troubleshooting Africa IBS (Integrated Business Solutions) configuration requirements. My responsibilities covered a broad spectrum of tasks aimed at delivering operational excellence and enhancing business processes. Key Responsibilities:
• Analysis and Troubleshooting: Analysed and troubleshooted Africa IBS configuration requirements, ensuring alignment with business objectives.
• Operational Incidents and Enhancements: Delivered on the day-to-day operational incidents and enhancements of IBS configuration resolution, handling complexities ranging from low to high.
• General Support and Reporting: Provided general support to User Acceptance Testing (UAT) and all Africa Business Units. Scheduled and provided weekly/monthly reports on configuration activities.
• Tailored Configuration Solutions: Configured solutions tailored to the Multichoice Africa environment to solve and enhance business problems and processes.
• Training and Knowledge Transfer: Provided hands-on learning of configuration and associated components to junior and intermediate staff in Africa Systems Support. Actively engaged in knowledge sharing, including training sessions, documentation, and clear presentations.
• Alternative Solutions: Proposed alternative IBS-related solutions to dynamic Africa business requirements, ensuring adaptability and flexibility.
• Africa Support and Communication: Provided support and participation for Africa, including after-hours support and effective communication of problems and resolutions to the Africa Systems Support team and Business.
• Business Requirement Analysis: Assisted with business requirement analysis, actively engaging with logged requests to understand and address business needs.
• Project Participation: Actively participated in and delivered on Africa IBS Configuration project milestones according to project plans.
MultiChoiceBusiness Systems Support
Mar. 2011 - Oct. 2011South AfricaAs a Business Systems Support professional at Multichoice, I played a pivotal role in providing comprehensive support to the organization's User Acceptance Testing (UAT) efforts and ensuring the seamless functioning of various business systems. Key Responsibilities:
• UAT Support: Provided support to User Acceptance Testing (UAT) on relevant projects, ensuring a smooth testing process and successful project outcomes.
• Configuration Services: Configured services as required by the Business, aligning configurations with business objectives and needs.
• Configuration Support for IBS Databases: Provided configuration support for all Africa IBS (Integrated Business Solutions) databases, ensuring data integrity and optimal system performance.
• User and System Support & Maintenance: Offered user and system support, addressing maintenance needs to ensure uninterrupted business operations.
• Configuration Application: Applied configurations for enhancements, defects, and features, contributing to the continuous improvement of business systems.
• Support for 3rd Party Applications: Provided support for 3rd Party applications, collaborating with external vendors to resolve issues and enhance system functionality.
• Assistance with Data Integrity Checks: Assisted with 3rd Party data integrity checks, ensuring accuracy and reliability of data within the business systems.
• Assistance with 3rd Party Processes/Updates: Collaborated in assisting with 3rd Party processes and updates, ensuring seamless integration with existing systems.
• User Training Needs Identification: Identified key areas where user training was required and escalated these needs to the Training department for effective knowledge transfer.
• End-to-End Troubleshooting: Assisted Service Desk and UAT with end-to-end troubleshooting, promptly addressing and resolving system issues.
MultiChoice GroupFranchise Ops Support Rep
Jan. 2009 - Mar. 2011South AfricaAs a Franchise Ops Support Representative at Multichoice, I played a central role in ensuring the seamless activation and support of services for franchises across various satellite platforms. My responsibilities spanned a wide range of tasks aimed at providing technical assistance, resolving queries, and fostering strong relationships with departments and franchises in Africa. Key Responsibilities:
• Service Activation: Activated services for new subscriptions, renewals, and add-ons, ensuring timely and accurate processing.
• Franchise Queries: Responded to franchise queries via fax and email, addressing concerns and providing relevant information.
• Package Knowledge: Demonstrated in-depth knowledge of all packages on various satellite platforms, offering comprehensive assistance to franchises.
• Technical Assistance: Provided technical assistance to agencies and franchises, resolving issues related to decoders and other satellite equipment.
• Customer Account Reconciliation: Reconciled customer accounts, ensuring accuracy and resolving discrepancies in billing.
• Decoder Testing: Tested faulty decoders, identifying issues and implementing solutions to restore functionality.
• Xtraview Training and Troubleshooting: Assisted with the training and troubleshooting of Xtraview, ensuring optimal performance for customers.
• Collaboration with Departments: Worked closely with various departments, including Production Support and ITD, to address technical and operational challenges.
• Building Relationships: Built strong relations with various departments and franchises in Africa, providing information on products and programming.
• IBS Business System: Demonstrated knowledge of the IBS (Integrated Business Solutions) Business System, utilizing it effectively in daily operations.
• Team Leadership: Acted as a team leader, providing guidance and support to team members to meet department standards.
Space TelevisionSales Counter
Jan. 2007 - Dec. 2008South AfricaSales Counter
MultiChoice GroupAgency Administrator
Mar. 2004 - Dec. 2006South AfricaAgency Administrator
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