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Work Background
Bonitas Medical FundManager: Information, Communication & Technology
Nov. 2022City of Johannesburg, Gauteng, South Africa- Lead technology strategy development and implementation.
- Manage digital technology investments and budgets.
- Ensure compliance and SLA adherence with external
stakeholders.
- Implement digital solutions to enhance member satisfaction.
- Evaluate digital technology channels and solutions.
- Manage compliance and risk management initiatives.
- Manage Stakeholder and Vendor Relationships.
- Develop and Drive Continuous Improvement Initiatives.
Nuron Africa Holdings (Pty) LtdFounder and Director: IT
Oct. 2021City of Johannesburg, Gauteng, South Africa- Developed company strategy
- Developed and implemented technology strategies.
- Managed budgets and financial management.
- Maintained compliance and risk management.
- Implemented end-to-end monitoring for applications and
infrastructure.
- Developed and Implemented Service Management and
Governance Frameworks.
- Developed and Implemented Continuous Improvement
Initiatives.
Hollard InsuranceIT Service Delivery Manager
Jul. 2020 - Sep. 2021Johannesburg, Gauteng, South Africa- Manage IT Operations.
- Implemented infrastructure and application support standards.
- Managed SLA development, Implementation, Monitoring
and Reporting
- Incident and Problem Management.
- Develop and Implement Disaster Recovery and Business
Continuity processes.
- Managed business risks and audit findings.
FNB Wealth and InvestmentsIT Service Delivery Manager
Jun. 2019 - Jun. 2020Sandton- Incident and Problem Management.
- SLA Development, Implementation, Monitoring and Reporting.
- Change and Release Management.
- Ensured optimal availability and performance.
- Managed the Service Desk
FNB Wealth and InvestmentsSystems Specialist | Owner
Sep. 2016 - May. 2019SandtonApplication Management
• Analyse systems to determine overall effectiveness of the solution. Identify any functional or non-functional gaps, inefficiencies and problems and recommend solutions. • Coordinate and conduct problem solving sessions related to assigned system and projects • Prepare documentation including project reports, process and user manuals, presentations, strategic and technical plans and other related information • Prepare time and cost estimates for completing projects • Consult with vendors regarding system functionality • Take ownership of the entire solution end-to-end including, custom components, packaged components, integration components, system interfaces, system customization and reporting. • Establish relationships with third party vendors and ensure compliance to procurement processes • Day-to-day management of third party vendors • Provide technical guidance & support for production & development activities. • Ensure that process and system documentation are aligned and up-to-date. Change and Release Management
• Ensure releases are properly tested and signed off before being promoted to Production environments. • Ensure all changes are properly logged, documented and presented and approved at CAB IT Risk and Auditing
• Assist auditor team with information as evidence and samples they require for testing controls.
• Ensure that all audit findings are fixed, implemented
• Ensure exceptions are properly applied for and approved by the relevant exceptions committee. IT Service Delivery:
• Ensure that all incidents, problems, requests and changes are properly logged and prioritized.
• Ensure that all incidents are investigated and resolved within SLA.
• Conduct incident reviews and RCA to ensure non re-occurrence of issues. Business Continuity and IT Disaster Recovery Management
• Ensure Disaster Recovery measures are in place
• Participate in the annual DR test to ensure DR is in place • Ensure that our BCP is in place.
FNB Wealth and InvestmentsApplication Support Analyst
Mar. 2016 - Aug. 2016SandtonApplication Deployment and Maintenance:
• Install and configure vendor applications in all environments (DEV, INT, QA, Pre-Prod and Production) • Deploy in-house developed applications in all environments (DEV, INT, QA, Pre-Prod and Production) • Manage all releases into all environments and ensure that the environments are always in sync. Change management
• Log and track new change requests and enhancements on Service Desk.
• Represent changes at the CAB (Change Advisory Board). Applications and technical support:
• Provide support for all core applications.
• Escalate any unresolved incidents to the resources responsible for 3rd level support.
• Escalating vendor system incidents and bugs to the respective vendors. • Perform regular checks on core applications to ensure that all critical systems are up and running and that all critical batch processes complete successfully.
• Creating and maintaining a knowledge base of major incidents and their resolution. Service level agreement (SLA) maintenance:
• Manage and maintain customer service level agreements (SLA) for the resolution of open/logged incidents. Project Delivery:
• Involvement in the operational handover of all projects.
• Deployment and setup of applications in the INT, QA, PRE-PROD and PROD environments. IT Service Delivery:
• Ensure timely and effective responses to all applications related incidents, problems, requests, tasks and queries associated with both service support and solution delivery.
• Ensure optimal availability, scalability and performance of systems through adequate applications checks. Relationship and partnership management:
• Liaising with the internal teams and vendors regarding the resolution of related incidents.
• Coordinating project and support related activities with the desktop support team.
Liberty Group South AfricaTechnology Specialist
May. 2014 - Feb. 2016BraamfonteinResponsibilities:
• Performing daily morning checks to ensure optimum system availability.
• Providing Second line Technical support for incidents logged by the call centre on Blueprint professional, for Liberty, STANLIB and SBFC (Standard Bank Financial Consultancy) users.
• Interacting with teams of systems that integrate to Blueprint Professional, like Liberty Quotes, Electronic Proposal, Biztalk, SRS, FMS and Astute.
• Updating incident information on the Remedy incident management system and ensuring they are within SLA.
• Perform impact analysis before Blueprint professional upgrades and system enhancements.
• Performing system configuration for Blueprint Professional in accordance with User and Business requirements.
• Constant interaction with the vendor regarding escalated issues and applying fixes. Business Analysis
• Blueprint Professional Reports Subject Matter Expert (SME)
• Gather requirements and draft BRS
• Design new or enhance current financial planning reports in accordance with Business requirements, e.g. New products, FAIS and PoPI legislation requirements. Change management
• Log and track new change requests and enhancements on Remedy.
• Draft release documents changes, including full details on the Business justification, Business impact and Risk mitigation factors. • Represent changes at the CAB (Change Advisory Board).
• Draft and coordinate the implementation plan implementation. Project Management
• Business and Impact analysis on proposed changes and business requirement.
• System configuration and Reports changes in accordance with requirements.
• Systems testing post implementation.
IRESSSoftware Support Engineer / Technical Account Manager
Apr. 2010 - Apr. 2014Bryanston• Pre-Sales and On boarding • Deployment, configuration and support of client Solutions to ensure Optimised Service
• IT Service Management
• Project Management
• Manage, build and maintain relationships • Constantly acquire knowledge and be Product specialist for products that are assigned to me so as to maximise Customer Satisfaction
• Transfer knowledge on my product to other members of the team
• Daily responsibilities include; Installation of new and upgraded software at clients Regular client training on the software deployed Technical Support, Troubleshooting and thorough investigation of software, network and related issues Coordinate with the FIX Team on new client setups, Technical Support and Troubleshooting Initiation of recovery action after system failures Management of a Service Management system Interaction with development, QA and other departments with regard to getting issues resolved and solutions rolled out Regular feedback to clients on outstanding issues, new initiatives and other relevant information
Mokgabo Print and CommunicationsFounder & IT Business Development Director
Jun. 2003 - Mar. 2010Free State• Consulting
• Business Development
• Account Management
• Relationship Management • Project Management
• Needs Analysis of Client's IT and Business Resources
• Provide adequate advice and recommendations on new systems (Through Report Writing and Preparing & Conducting Presentations to Management), and converting into sales.
• Strategy formulation, development and implementation
• Business plan development
• IT Hardware configuration and maintenance
• Software installation, monitoring and upgrading
• LAN configuration and administration
• Training Clients on New Systems & Software and Provide Training to Junior Consultants
• Policy development and implementation
• Draw up of Service Level Agreements
• Development of Weekly and Monthly Reports
TelkomCall Centre Agent
May. 2001 - Feb. 2003Bloemfontein Area, South Africa• Provide First Line Technical Support
• Report Line Faults
• Data capturing
• Tele-Sales of Talk-Plus Facilities
Sethembekile (Pty) LtdTutor and Computer Lab Assistant
May. 1999 - Oct. 2000Durban Area, South Africa• Supervise the Computer Lab
• Tutoring 2nd and 3rd year at Technikon Natal (Microsoft Office ’97, 2000 and Pastel Accounting)
• Invigilate and mark Tests and Examinations
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