Manager Management

CURRICULUM VITAE - GERHARDUS HERMAN LUBBE

PERSONAL PROFILE

NAME: Gerhard Lubbe

CONTACT DETAILS: 082-***-****

*******@*****.***

ADDRESS: Kempton Park

LANGUAGE: English, Afrikaans (Read, write and speak)

NATIONALITY: South African

ID NUMBER: 690***-****-***

DRIVERS LICENCE: Codes 08 and 15

AVAILABILITY: Immediate

RELEVANT TRAINING

Course: Foundation Certificate in IT Service Management

Institute: ISEB (Information Systems Examinations Board)

Course: ITIL

Institute: Foster-Melliar

Course: Business Leadership

Institute: Corporate Legends FRCC

Course: Effective Communication and Conflict Resolution

Institute: Corporate Legends FRCC

Course: Master of Education (Major English)

Institute: University of Renfrew

Institute: Workgroup Institute

Course: COBIT

Institute: Pink Elephant

Course: Microsoft Certified Professional - ID 467809

Institute: Microsoft

Course: Help Desk Management

Institute: Getronics

Course: FSC Systems Engineer

Institute: New Horizons

Personal Attributes:

. Loyal, ethical, punctual, dedicated and committed to staff, customers and

business needs

. Mature leader and motivator of people, self motivated, confident,

enthusiastic and energetic

. Ability to work and deliver, manage stress and conflict in a highly

pressured environment

. Able to anticipate internal and external market and customer trends and

needs

. Sound understanding of technology, marketing, operations and sales being

a strategic thinker

. Diplomacy and patience whilst maintaining a high level of integrity and

confidentiality

. Strong ability to be innovative, agile and flexible in all areas of the

environment

. Possess a "can do attitude" and are results driven

. Ability to prioritise multiple responsibilities/projects

. Able to communicate at all levels with strong interpersonal skills

including conflict management & negotiation

. Resilient and adaptable organising skills plus sound analytical,

planning, consulting & facilitating skills

. Ability to use initiative and adapt to a changing environment. Strong

supported understanding and practical knowledge of network and

infrastructure systems and supporting technology

. Sound time management skills and the ability to function in team

environment

. Posses strong team Management and Leadership skills

EMPLOYMENT PROFILE

Company: FirstRand Bank

Period: August 2011 to present

Position Held: IT Business Applications, Operations and MS Team

Manager

DIVISION FRCC IT

Roles and responsibilities: -

Event Management

Process Objective: To make sure CIs and services are constantly

monitored, and to filter and categorize events in order to decide on

appropriate actions.

Request Fulfillment

Process Objective: To fulfill Service Requests, which in most cases

are standard changes or requests for information.

IT Operations Control

Process Objective: To monitor and control the IT services and their

underlying infrastructure. The process IT Operations Control executes

day-to-day routine tasks related to the operation of infrastructure

components and applications.

Application Management

Responsible for managing MS and business applications throughout their

lifecycle.

Responsibilities:

Improve the operational systems, processes and policies in support of

organizations mission -- specifically, support better management reporting,

information flow and management, business process and organizational planning.

Manage and increase the effectiveness and efficiency of Support Services (HR,

IT), through improvements to each function. Coordination and communication

between support and business functions.

Play a significant role in long-term planning, including an initiative geared

toward operational excellence.

Engage with Administrators regarding technology documents.

Regular meetings with senior management around fiscal planning.

Manage, maintain and monitor all MS and Business systems and procedures,

recommend, implement improvements and consolidation to/of IT systems.

Assist with annual audit compliance and be a liaison with all outside vendor.

Organizational Effectiveness

Increase the effectiveness and efficiency of Support Services through

improvements to each function (HR, IT,) as well as coordination and

communication between functions.

Drive initiatives in the team and organizationally that contribute to

long-term operational excellence.

Providing consulting services on matters related to business area.

Organizational Leadership

Contribute to short and long-term organizational planning and strategy as a

member of the management team

Risk Management

Addressing security issues e.g. policies, partnerships, licensing etc.

Assist with IT organizational policies.

Company: Inegr8IT

Period: March 2007 to August 2011

Position Held: Operations Manager

Roles:

. Managing and controlling of the Nerve Centre (Service Desk).

. Managing and controlling of the Manages Service Team.

. Managing and controlling of the Roaming team / Field Engineers.

. Managing and controlling of the Stores.

. Directing of Revenue; billing; resource allocation.

. Support the HR Function.

. Business Development and vendor relations in throughout SA and Sub-Sahara

African Countries.

Main Responsibilities: -

. Directing of Revenue; billing; resource allocation.

. Support the HR Function.

. Business Development.

. Resource Management.

. Provide client with single service interface and point of escalation.

. Interaction with Operational Services' managers to optimize resolution

of operational issues.

. Manage team of onsite technical staff.

. Ensure that service delivery meets SLA expectation.

. Ensure that projects are delivered in a holistic fashion and are

properly handed over into support.

. Identify new service opportunities and communicate to Account Manager

/ Business Development.

. Manage vendor interface into customer with regards to services.

. Participate in customer satisfaction survey - achieve Customer

Satisfaction targets.

. Action Corrective process to achieve above.

. Best practice advocate from a services perspective.

. Conduct continual improvement studies in the environment.

. Manage escalation updates to customer and internally in vendor.

. Sign off on services proposal.

. Tender input and bid management.

. Input to account plan and strategy.

. Ongoing education of Customer on solutions and service products.

. Follow ITIL processes and improve specific processes for the client

. Coordination and Supervision - Coordinate, manage and monitor the

workings of various departments in the organization.

. Financial - Review financial statements and data. Utilize financial data

to improve profitability. Prepare and control operational budgets. Control

inventory. Plan effective strategies for the financial wellbeing of the

company.

. Best Practices - Improve processes and policies in support of

organizational goals. Formulate and implement departmental, and

organizational policies and procedures to maximize output. Monitor

adherence to rules, regulations and procedures.

. Human Resources - Plan the use of human resources. Organize recruitment

and placement of required staff. Establish organizational structures.

Delegate tasks and accountabilities. Establish work schedules. Supervise

staff. Monitor and evaluate performance.

. Production - Coordinate and monitor the work of various departments

involved in production, warehousing, pricing and distribution of goods.

Monitor performance and implement improvements. Ensure quality of

products. Manage quality and quantity of employee productivity. Manage

maintenance of equipment and machinery. Provide technical support where

necessary.

. Communication - Monitor, manage and improve the efficiency of support

services such as IT, HR, Accounts and Finance. Facilitate coordination and

communication between support functions.

. Sales, Marketing and Customer Service - Manage customer support. Plan and

support sales and marketing activities.

. Strategic Input - Liaison with top management. Assist in the development

of strategic plans for operational activity. Implement and manage

operational plans.

Reason for leaving: I was offered the position at FirstRand Bank

Company: Lightedge Technologies

Period: October 2003

Position Held: Manager

Duties and responsibilities: -

I was employed to Manage, develop, and set basic procedures and systems in

place for the departments mentioned below. Each department supervisor had

the responsibility to report to me so that the correct procedures and

systems are put into place. I have to do project planning for onsite

installations and negotiate SLRs, compiling SLAs and Maintenance Contracts

with new and existing customers and underpinning contracts with our

suppliers. I also have to meet potential customers with the corporate sales

department for future business.

Managing:

. Account Management

. Assembly Line

. Workshop

. Manufacturing line

Onsite Maintenance and Onsite Installations

Research and Development

Reason for leaving: Company went insolvent

Company: NSS

Period: July 2001 October 2003

Position Held: IT Service and Operations Manager

Duties and responsibilities: -

. Managing services between external and internal suppliers with the

organisation.

. Customer liaison and managing customer expectations.

. Determining the level of quality appropriate to the achievement of the

organisation's objectives.

. Delivering these services at the lowest level of cost possible.

. Responding with agility to the changing demands of the customer's

business needs.

. Aligning IT services to business objectives by reaching a ROI through a

managed and measured service.

. Assisting the business and the customer in defining their requirements

and negotiate targets, both internal and external.

. Assist in writing and compiling Service Level Agreements based on the

best practice framework found in the IT Infrastructure Library (ITIL)

focusing on providing practical input on the design and implementation of

an end-to-end Service Level Management process

. Ensuring that SLRs, SLAs and Underpinning Contracts are met at all times

and the adverse impact on the business is kept to a minimum. At the same

time ensuring that these agreements and contracts are fair and just.

. Monitor and report on SLAs and conducting SLA review meetings.

. Assist in creating Operational Level Agreements aligned to SLAs and

Underpinning Contracts

. Applying best practice disciplines to consistently improve service

quality and reduce costs.

. Handling rapid change and unforeseen events, constantly meeting business

requirements.

. Identifying the IT services required and resourcing the systems used to

deliver and support those services, then identifying whether they are

adequate and best used.

Reason for leaving: Company was sold

Company: Getronics

Period: June 2000 to June 2001

Position Held: Help Desk Manager at Anglo American

Duties and responsibilities: -

. Assisting technical staff if incidents reported to the helpdesk cannot be

resolved

. Call tracking and reporting time line of resolutions, escalations etc.

. Ensuring service levels are met.

. Ensuring work orders are generated for onsite calls and that e-mail

resolutions are sent to customers requesting assistance via e-mail.

. Ensuring support staff resolves customer problems telephonically and at

the same time building a known error knowledge base from all problems and

resolutions previously logged on the help desk system.

. Reporting to analyse the efficiency of the Help Desk personnel.

. User Management - Firewall Authentication Manager, User Manager, Server

Manager, creating users and resolving incoming 1st line queries.

Reason for leaving: Technical team transferred to Micro Pro under

company name NSS

Company: Micro Pro

Period: October 1997 to May 2000

Position Held: Technical Manager

Duties and responsibilities: -

Managing of the following departments was part of my responsibilities:

. Helpdesk

. Workshop

. Internal Network

Pre-staging

Re-work Centre

Onsite Maintenance

Research and Development

. Training

It was also my responsibility to negotiate SLRs, compiling SLAs and

Maintenance Contracts with new and existing customers.

Reason for leaving: Technical team was transferred to Getronics

Company: National Data Systems (NDS) (AT & T - NCR)

Period: August 1995 to September 1997

Position Held: Project Co-ordinator - 3rd Party Maintenance

Duties and responsibilities: -

. Writing and developing documents supporting SLAs, general customer needs

. Drawing up contracts according to client's requirements

. Designing and maintaining services pricing

. Information Distribution

. Quotes and Tenders

Reason for leaving: No career path for the future.

Company: Technicare

Period: September 1994 to July 1995

Position Held: IT Technical Adviser

Roles and responsibilities

. Product evaluation

. Design and maintain Price List

. Information Distribution

. Warranty Administration

. Price Evaluation

. Quotes and Tenders

. Site Audits

Reason for leaving: Higher position offered by NDS

Company: Logic Leasing

Period: January 1991 to August 1994

Position Held: IT Field Technician

Duties and responsibilities: -

. Diagnosing of software and hardware faults onsite and telephonically.

. Pre-staging of computer and network equipment.

. Rollouts of new computer equipment and LANs.

Reason for leaving: Retrenched

Company: SA Correctional Services

Period: December 1986 to December 1990

Position Held: Warden and Financial Administration

Duties and responsibilities: -

. 1st year - Prison Warden

. 2nd year - Head of rehabilitation for juveniles

. 3rd and 4th year - I requested a transfer to the accounts department.

Responsibilities include management of all medical accounts for prisoners

at Johannesburg Prison from various hospitals and institutes, with

regards to the updating of all medical files for the prisoners as well as

ensuring that these accounts were settled on time to the various medical

institutes.

Reason for leaving: Completed Military Service

References:

Jan Roux MD at Integr8IT 082-*******

Rob Sussman CEO of Integr8IT 082-***-****

Hamish Haddow (Head of Operations) Integr8IT 076-***-****

Aldo Truter FirstRand Bank Management 071-***-****

Contact this candidate