Manager Customer Service

Curriculum Vitae

of

Derick Karan

PERSONAL DETAILS

FULL NAME: Derick Karan

CELL PHONE NUMBER: 083-***-**** / 072-***-****

EMAIL: ab91s1@r.postjobfree.com

ADDRESS: ** ***** ******, ******** ****, Alberton

ID NUMBER: 730-***-**** 08 8

SEX: Male

NATIONALITY: South Africa Indian

LANGUAGE: English

OTHER LANGUAGES: Afrikaans, Zulu

MARITAL STATUS: Married

DEPENDANTS: 2

VALID DRIVERS LICENSE: Code 8 - Own Transport

I have been working for financial institutions for the past 7 years; I am a

strong leader and a hard worker and what I have to offer a future employer

is integrity, a warm and friendly personality, and total dedication and

commitment to your company.

My experience has taught me how to build strong relationships with multiple

departments at the organisation. I have the ability to work within a team.

I have solid work ethic and have the desire to excel as well as meet

deadlines while enjoying a fast paced environment.

I am prepared to learn and accept any challenge to prove myself. I am the

type of person who does not dwell on problems; instead I try to find a

solution while still adhering to company policy and regulations. I tend to

have an 'outside the box' way of looking at things which brings about good

results.

My courses in finance and business have given me solid base upon which I

plan to build my career. In addition to extensive office experience I have

a strong communication, customer service and administrative skills. My

broad background makes me an excellent candidate for any office position.

Thank you for your consideration and I look forward to hearing from you.

EDUCATIONAL DETAILS

Secondary School Education

. Umzinto Secondary School - Matriculated 1990

. Qualifications: Matric

. Subjects: English, Afrikaans, Biology, Metalwork, Geography and

Business Economics

Other Education

. Courses done through Telkom:

. Health & Safety

. Occupational Safety

. Buddy Aid

. First Aid Level 1

. Alcatel Dect 4cpe

. Line Test System

Logics:

. Principles of Electricity in Electronics

. Quality Management

. Cable Jointing

. ISDN

COMPUTER LITERACY

. Efficient in the following: MS Office (Word, Excel,)

Internet Explorer

Outlook

STRENGTHS AND COMPETENCIES

. Enthusiastic

. Dedicated

. Punctual

. Sociable

. Proficient with computers

. Written and Verbal Communication

. Team work

. Leadership

. Attention to Detail

. Good With Figures

. Analytical Thinking

. Planning and Organising

. Adaptability

. Commitment

WORK EXPERIENCE

1. Name of Company: ABSA

Contact: Vincent Mamagogo - 011-***-****

Period: July 2008 to February 2012

Position: Mainframe Operator

My Responsibilities/ Skills included:

. Ensure all systems are available by the required Service

Level Agreements (SLA), which is 7:00 am

. Escalation of critical problems as per set procedures

. Problem determination and resolution

. Ensure that all IPL operations are done effectively

. Update all problem reports according to ABSA's standards

. Effective shift handovers must be given - All cockpit

checks must be completed, all problem reports be updated

and ensure that all problems were escalated to management

. Good JCL skills to assist application standby

. Monitoring of Automated UNIX batch jobs on the mainframe

. Monitoring of file store usage, database errors and

reloading of mainframe

. Diagnosing of printer faults

. Ensure that batch processing is not delayed unnecessarily

. Ensure that all monitoring tools are logged on at all

times and monitored effectively

. Sound knowledge of mainframe operating environment

. All tapes be mounted in a reasonable time, ensure batch is

not delayed due to resource problem, ensure that all

starter tasks are up and running. e.g., OMS, IMS, CICS,

XCOM, HSM

. At all times have a professional approach towards ABSA

and its clients

. Communication and telephone skills are important, as there

is constant communication between management and

application support

Position: ATM Monitor

My Responsibilities/ Skills included:

. Monitoring of ABSA ATM's countrywide

. Report offline ATM's

. Do the necessary fault determinations and attend to

equipment on site

. Reporting of ATM's to vendors - Telkom, custodians etc

. Follow up every 2 hours with vendors

. Compiling of ATM reports

. Monitoring of the branches

. Monitoring of the ATM networks

. Monitoring tools used - Service desk, Console log, Telkom

Portal Gasper, Networks sessions

. Reporting directly to my line manager with any failures

and sending out the necessary SMS when required

Second in Charge (2IC) Duties:

. Manage that all alerts presented by the monitoring tools

are auctioned by the relevant operators and communicate

to the relevant technical person within 5 minutes of

any problem occurring

. Manage and ensure that all escalations received from

external users are followed-up by the operators and

communicated to the technical team within 5 minutes of the

problem occurring

. Manage that all the SLA's are met and address non-

performance immediately, to ensure adherence to the SLA's

. Ensure that the re-active monitor systems are checked, by

ensuring that all staff complete the check-lists on an

hourly basis for their shift on application and provide

feedback to the Operation / Duty Manager

. Manage the relationships with vendors to ensure maximum

uptime on all services at all times

. Manage that all services are monitored on a pro active

basis and all processes are followed when the services

are monitored re-actively

. Monitor and perform the Disaster Recovery (DR) duties at

alternate sites, to ensure that the current Command Centre

functions can be performed from the DR site

. Manage that the number of problems due to operator errors

is kept to zero, by ensuring that staff follow the set

Operating Procedures

. Monitor that all discrepancies and out of date procedures

are addressed and updated and inform the Operations

Manager of the changes to the updated procedures

. Keep updated with all the activities within the Command

Centre in order to stay abreast of any issues and

problems to provide resolution

. Manage the shifts on a day to day basis and ensure that

all relevant communication is filtered to all levels

. Monitor and manage that the Command Centre and

surrounding areas are kept tidy at all times and are in

a presentable manner

. Manage all production schedules on all platforms to

start at the required time and that all outages / delays

are reported to standby

3. Name of Company: Standard Bank

Contact: Mr. V Moonsamy - 011-***-****

Period: December 2005 to August 2008

Position: Monitor

My Responsibilities/ Skills included:

. Compilation of statistical information regarding system

availability,

. Assisting network centers countrywide with communication

issues regarding ATM's

. Creating incident reports for downtime experienced with

ATM's

. Interacting with ATM custodians regarding ATM faults

Second in Charge (2IC) Duties:

. Servicing of ATMs

. Checking level of stationery

. Loading of cash

. Attending to faults

. Processing of deposits from ATMs

. Liaising with client discrepancies

4. Name of Company: Telkom

Contact: Mr. K Bhimsen - 011-***-****

Period: July 1998 to November 2005

Position: Telephone Technician

My Responsibilities/ Skills included:

. Installation and maintenance of different types of

telecommunication equipment and attachments

. Upgrading of Telkom networks

. Dect Inter Liaison Officer

. Dect installations

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