Manager Management

Mobile Cell: + ** (0-835******

Alt Cell: + ** (0-834******

E-Mail: **********@*****.***

LinkedIn: za.linkedin.com/pub/willie-prinsloo/52/b/60a

** ***** ******

D'Urbanvale

Cape Town

South Africa

7550

Willem Jacobus Prinsloo (known as Willie)

I D: 631**********

Date of Birth: 19 October 1963

Summary of

qualification Bloemfontein Technical College: N4 + N5 National Certificate

s (Electronics, Digital Electronics

Communications Electronics).(1987)

Olifantsfontein Trade Center: National Trade Certificate

Telecommunications Electrician. (1988)

Foster - Melliar: ITIL - Foundation Plus Certificate in IT Service

Management. (2001)

Nortel Networks: NNCAS - Nortel Networks Certified Account

Specialist. (2001)

IBM: IBM Desktop, Notebook and Server certification. (2005)

BMG University: Six Sigma Champion. (August 2005)

BMG University: Six Sigma Black Belt -DMAIC. (January 2006 to

November 2006)

Work

Experience Introduction:

I have more than 25 years IT and Telecoms Customer Service

experience. More than 12 years are in Management positions varying

from Technical Manager, Regional Manager, IT National Operations

Manager, Business Manager for Optimization and Business Operations

Management positions.

I am also a certified Six Sigma Black Belt in Process improvement.

During my last position at Gijima I managed the Western Cape Business

Unit for the Distributed Computing Services. The Business Unit

consisted of +- 180 Employees. I had 10 direct Managers and 4 Team

Leaders reporting to me. Services provided by my Business Unit

consisted of Desktop and End User Computing Services, Technical Bench

repair Services, Call Centre and Helpdesk Services, ATM repair

Services, AVL installation and repair Services, IT Logistical and

Procurement Services, Infrastructure Projects, Managed Printing

Solutions, Hardware Product Sales, Server and Network Support,

Transition Management as well as various other ad hoc services.

Human Resource management was part of my responsibilities in all my

Management positions. I was responsible for employee Performance

Management, Recruitment and Staff Retention, Disciplinary Procedures

(I chaired a number of disciplinary hearings), Skills and Personal

Development.

Financial management was also part of my responsibilities in all my

Management positions. This included Annual Budgets, Monthly

Forecasts, PBIT and outstanding Debtors. I also managed the IT

Logistical Warehouse in my Region, this included Procurement, Asset

Management and Stock control.

Part of my Middle Management Development training received at Gijima

included Financial Management.

During my various positions within Gijima as well as Comparex (BCX)

my responsibilities included the management of the offsite IT Call /

Service Centers and the employees working in the offsite Call

Centers. In my last position with Gijima the Distributed Computing

Services Business that I managed included on site IT Call Centre's at

the Western Cape Government, Sanlam, PetroSA, and off site for

Ackermans and Capitec. The Call Centre staff compliment was

approximately 50 Resources across the various Sites.

I am ITIL Foundation Plus certified and with my 20+ years of IT

knowledge have a clear understanding of the IT Call Centre

environment.

Call Centre Packages that I am trained and familiar with are HEAT and

BMC's Remedy.

For BMC Remedy I am trained in the Incident and Change modules.

Working for 2 of the Top 5 IT Companies in South Africa always

included the providing of Service Delivery to very large Corporate

Clients, for example: the Western Cape Government, Sanlam / Santam,

PetroSA, Ackermans, Capitec, FNB, ABSA, SARS, SAPS and various

others.

In my past positions I had to regularly engage with Clients at

various levels within their business, some of these Clients were met

with on a daily or weekly schedule. This included the IT Director and

Deputy IT Director for the Western Cape Government, the CIO, Service

Delivery Manager, Operations Manager and Infrastructure Manager at

PetroSA and the Brigadier for IT Services SA Police Services Western

Cape.

During my position with Gijima as Business Unit Manager for

Optimization, my key deliverables were conducting Internal Branch

Audits for compliance to all Company Policies and Procedures and ISO

9001:2008 Quality standards. I also provided training to the Regional

and Branch Managers as well as the Call Centre and Logistical staff

on the aforementioned. Included in the training was Systems training

on the Heat Call Management System as well as the Syspro Logistical

and Financial System.

July 2012 - Current (Unemployed)

I was retrenched from my previous Employer at the end of June 2012.

The retrenchment was due to a national cost saving exercise through

the reduction in Employee headcount, mainly at Middle to Senior

Management level.

I have been actively pursuing new employment opportunities since my

retrenchment.

I am at present still unemployed and therefore immediately available.

(March 2013 - July 2013 Independent Optimization Consultant - Gijima

Namibia )

I was contracted on an ad hoc basis by Gijima, my previous Employer,

as an Independent Consultant to assist Gijima Namibia with a general

optimization initiative.

The key deliverables of the optimization was to implement processes

and procedures for the IT Logistics, Call Desk and Field Support and

to improve the overall Service Delivery to their Clients.

I compiled new processes, standard operating procedures and work

instructions for the support of the various Client Service Level

Agreements. The Logistical and Call Desk systems also required

changes in order to perform optimally with the new processes. I

engaged with the suppliers of each system to configure their system

in alignment with the new processes.

I provided training to all the employees on the new processes,

procedures and the changes to the systems.

Additional task that I performed during this period was a general

cleanup of the branch especially in the Logistics environment. I

unpacked shipping containers that were used over a period of 10 years

for additional storage space for old and redundant equipment. I also

conducted a complete Logistical Warehouse audit whereby all stock was

counted, labeled and stored in the various storage locations and I

disposed of all the old redundant equipment by means of "Green IT"

disposal Vendors in Namibia.

February 2011 - June 2012 (Company name changed back to Gijima)

Gijima Western Cape - Business Operations Manager and

DCS Regional Business Unit Manager

Financial responsibility for the Distributed Computing Services

Business Unit in the Western Cape Region i.e. forecasting, ensuring

the Region meets the budget target and deliver sound operational

solutions to our clients within the Gijima Policies and Procedures.

Managed the DCS workforce team consisting of 180 employees varying

from, 8 direct report Line Managers, Team Leaders, Field Support

Engineers, Service Desk Coordinators, Logistical Coordinators,

Project Coordinators.

The Business Unit consisted of Field Services for the End User

Computing, IT Service Desk, IT Logistics, Product Sales and IT

Infrastructure Project Office.

Interacted with executive clients and ensured relationship management

and contract governance.

Validated and established the strategic market positioning of support

and logistics offerings in collaboration with the BU Executives.

Facilitated the optimal functioning of the Field Support, Project and

Logistics environment.

Achieved the financial targets with respect to sales, profitability,

return on capital and productivity in area of responsibility.

Ensured service delivery and client satisfaction.

Ensured the attainment and maintenance of the requisite process,

quality and technology accreditations.

Managed the Field Support, Project and Logistics Business process

including sub- contractor management, systems management, logistics

management and stock control in the environment.

Established a disciplined, performance driven client service

delivery.

Responsible for the recruitment, training and development and

retention of ICT professionals

Facilitated resource utilization and optimization

I was a "Change Agent" during the change from being a Product Centric

Company to a Client Centric Company.

Additional Responsibilities for Gijima Western Cape Region

SHEQ Management Representative

Established and deployed and ensured best practices, standards,

methodologies and processes to deliver the necessary services

Ensured that the Business Toolkits are kept up to date i.e. Managers

Toolkit, & Client specific documentation and processes.

Scheduled, managed and executed regular internal audits to ensure

that all employees comply with the company's Quality Policy as

described in the Quality Management System

Managed Continuous Improvement by means of innovation.

Reviewed the effectiveness of health and safety measures;

Identified potential hazards and potential major incidents at the

workplace;

In collaboration with employer, examined the causes of incidents at

the workplace;

Investigated complaints by any employee relating to that employee's

health or safety at work;

Made representations on general matters affecting the health or

safety of the employees at the workplace;

Inspected the workplace, including any article, substance, plant,

machinery or health and safety equipment at that workplace with a

view to the health and safety of employees, at such intervals as

agreed upon with the employer: Provided that the health and safety

representative shall give reasonable notice of his intention to carry

out such an inspection to the employer, who may be present during the

inspection;

Participated in consultations with inspectors at the workplace and

accompany inspectors on inspections of the workplace;

In my capacity as a health and safety representative attended

meetings of the health and safety committee

Visited the site of an incident at all reasonable times and attend

any inspection in loco;

Attended any investigation or formal inquiry held in terms of this

Act;

In so far as is reasonably necessary for performing my functions,

inspected any document which the employer is required to keep in

terms of this Act;

Participated in any internal health or safety audit.

Ensured the sustainability of Gijima's Safety, Health, Environmental

and Quality Management System on behalf of the Western Cape;

Assisted in the effective implementation of the ISO9001:2008,

ISO14001:2004 and OHSAS18001:2007 requirements;

Reported on the Western Cape legal compliance;

Assisted with audits as per the Internal Audit Programs as required

by ISO9001:2008, ISO14001:2004 and OHSAS18001:2007 standards in the

Western Cape;

Coordinated, monitored and reported on incident, corrective and

preventative actions to the Regional Manager and Gijima SHEQ

Management Representative;

Reported to Gijima SHEQ Management Representative on the performance

of the ISO9001:2008, ISO14001:2004 and OHSAS18001:2007 for the

Western Cape;

Assisted and ensured cooperation with certification body auditors

during external audits.

August 2009 - January 2011

GijimaAst - DCS Western Cape - Operations Manager:

Service Level Management

Ensured service delivery and client satisfaction

Ensured good governance

Managed service delivery in support of all contractual agreements

Proactive in intervening and taking decisions on behalf of GijimaAst

to ensure compliance in service delivery

Involved in the training, mentoring and guidance of staff into the

correct use of the operational supporting systems/applications

Initiated any actions required to maintain or improve service levels

Managed performance of operational service delivery on a daily basis

to ensure that the Region delivered upon the required SLAs.

Took necessary corrective actions regarding service delivery

deviations and negative customer perceptions.

Facilitated the optimal functioning of the Field Support and

Logistics environment.

Ensured the attainment and maintenance of the requisite process,

quality and technology accreditations

Established and maintained a disciplined, performance driven client

service delivery.

Resource Management

Facilitated resource utilization and optimization

Maintained a motivated workforce appropriately trained to perform

their functions in line with good HR practice and customer business

needs

Ensured that client and OEM specific accreditation is kept up to date

(HP, Dell, Lenovo etc.)

Conducted systems training for HEAT and Syspro.

Financial Management

Achieved the financial targets with respect to cost effective service

delivery, return on capital and productivity in the operations area.

Monthly Forecast and cost per call optimization.

Constructed and managed annual Operations Budget for the Region.

Logistical Management

Managed the Logistics Support and Logistics Business process

including bench repair, sub- contractor management, systems

management, logistics management and stock control in the Region.

This includes Cape Town Regional stores, ABSA stores and FSE Boot

warehouses, George, Sanlam / Santam and PetroSA.

Inventory Management to internal and external clients

Planned medium and long term material requirements for strategic

accounts

Estimated material costs for new business, proposals, and customer or

supplier technology changes

Approved regional stock ageing write offs

Define, monitor and reviewed inventory levels e.g. reorder points,

order quantities by item and location.

Determined equipment, storage and material handling requirements and

methods

Reviewed and select logistics infrastructure and suppliers e.g.

warehouses, couriers, etc.

Tracked performance indicators e.g. inventory performance, supplier

performance, courier performance and internal productivity.

Risk Management

Ensured that stock control is done as per client and company

requirements.

Adherence to Warehouse safekeeping rules.

GijimaAst stock management with approximate value of R1.5m.

Client stock management with approximate value of R2m.

Ensured compliance to ISO9001:2008 Quality and SHE standards and

ensured that the Business

Unit adheres to these standards.

Reporting

Monthly Service Level reporting.

Monthly Operational Performance reporting Cost per call.

Operations Management packs.

FSE Productivity, calls per FSE

Call Coordinator Efficiency, calls per Call Coordinator.

Syspro job closure trend reporting

Syspro open Purchase Order reporting

Monthly Stock count, consolidation and variance reporting to National

Logistics.

Stock ageing reports.

May 2008 - July 2009

GijimaAst - Cape Town - Operations Manager: PetroSA

Transferred to Cape Town on request from the Managing Executive for

Managed Services to optimize the service delivery on the PetroSA

account.

I was responsible for the overall Service Delivery and Operations

Management on the outsourced account at all PetroSA sites. The main

sites being the PetroSA HQ in Parow and the Refinery in Mosselbay.

The services also extended to a number of off shore facilities such

as the FA Platform and offices in foreign countries.

I was responsible for the Gijima team's adherence to all PetroSA

policies, procedures and SHE standards. This required very strict

adherence to the SHE standards especially in the Refinery

environment. All Gijima employees that attend to service call outs on

the FA Platform needed to be trained in basic survival skills.

Managed the onsite IS support teams consisting of the following:

IT Service Desk

Desktop Support Engineers

Network and Data Centre Support Engineers

IT Logistics and Procurement services including on site Warehousing

IT Monitoring and Event Management team

SAP Basis Support team

All third party Vendors contracted by Gijima to deliver IS support

services on the PetroSA account. This varied from the MES Refinery

systems, access control systems as well as proprietary in house

system.

I managed all the third party Vendors contracted by Gijima to deliver

support services on the PetroSA account.

Service provider for the environmental equipment such as

Air-conditioning and Fire detection systems.

Service provider for the MES Refinery system and Refinery Access

Control.

Various other Vendors such as Microsoft, MCafee, Telkom, etc.

I was a member of the CCB (Change Control Board) and attended weekly

CCB meetings. No Changes to the IT environment were allowed to be

implemented unless approved by the CCB.

I also managed various Project teams that delivered on site projects

for Gijima at PetroSA. This varied from IT Hardware and Software

Audits, IT Hardware and Software rollout projects, Office decant and

equipment relocation project during building renovations.

July 2007 - April 2008

GijimaAst Centurion - Availability Services - Business Unit Manager:

Optimization

I was responsible for training the Availability Services Regional and

Branch Managers on the Systems and Business Processes.

Responsible for analyzing and optimizing the Availability Services

Systems and Business Processes.

Assisted all the Availability Services Branches with their Operations

and Service optimization.

Responsible for the systems integration and processes for the Heat

Call Management system.

Responsible for the training on the HEAT and Syspro systems and for

compiling the

relevant training material, processes and standard operating

procedures.

January 2006 - June 2007

GijimaAst Samrand - Business Optimization - Six Sigma Black Belt

What is Six Sigma? It is a quality and process improvement

methodology that focuses on

getting processes to deliver within customer expectations 99.99967%

of the time. If a process is

able to perform at a 6 Sigma level then there will only be 3.4

defects for every million opportunities

In conclusion, Six Sigma Terminology is designed to get people

thinking about how their

businesses and products work. It is about improving customer

satisfaction and making better

products and services at a better cost.

This will benefit both the business and the customers in the long

run!

The Black Belt is a Six Sigma Professional that practice

daily leadership skills, leading teams and creating ways for

employees in a company to work

together to implement plans and strategies.

The Black Belt is an individual who possess the following

characteristics:

Have technical and managerial process improvement / innovation

skills.

Has a passion for Statistics and Systems Theory.

Understands the psychology of individuals and teams.

Understands process improvement tools and methods.

Has excellent communication and writing skills.

Works well in a team format.

Can manage meetings.

Has a pleasant personality and is fun to work with.

Communicates in the language of the client and does not use technical

jargon.

Has a customer focus.

My Six Sigma Black Belt career

Successfully completed the Six Sigma Black Belt certification in the

DMAIC methodology.

My Six Sigma training and Black Belt role was fulfilled during the

same period as my role as

National Operations Manager.

Provided leadership and direction to cross-functional teams empowered

to execute Six Sigma

strategy for process improvement.

Delivered breakthrough levels of improvement in process capability,

producibility of designs and

business processes to reduce defects and attain levels of quality

through the

Six Sigma philosophy, theory, and application of tools eg: Minitab.

Applied Six Sigma tools and techniques to Define, Measure, Analyze,

Improve and Control

processes.

Prepared detailed plans to track Six Sigma project performance and

assured timely completion and achievement of quality and savings.

Reported on project progress to Champion and other appropriate

leadership levels on a monthly basis.

Was the Six Sigma Black Belt on the Company Order to Cash

optimization project.

Assisted on the Call Management implementation project for the NEC

Philips BU.

Assisted with the ABSA contract Service Delivery optimization.

December 2005 - December 2006 (Company name changed to GijimaAst)

Gijima Support Services Centurion - National Operations Manager

I was promoted and transferred to the Centurion Office as National

Operations Manager for

Gijima Support Services.

Was responsible for interaction with executive and operations

management within the

client environment in terms of service delivery.

Was responsible for development and implementation of an efficient

and cost effective business

model in collaboration with the BU Executive GSS, suited to the

client environment, with

specific focus on growth and increased profitability.

Was responsible to achieve the financial targets with respect to

profitability, return on capital

and productivity in area of responsibility.

I was responsible for all the HR, Training, Logistical and Helpdesk

aspects of the

regions reporting to me.

Responsible to establish and enforce policies, processes and

procedures in line with best practices

and ITIL through a disciplined work force.

Was responsible to direct, manage and facilitate the optimal

functioning and interaction of the

Remote Support, Field Support, Logistics and Sub Contractor

environment.

I was responsible for all Customer contracts and SLA's in the

regions.

I was responsible for Quality Management in the regions.

August 2002 - November 2005

Gijima Support Services Bloemfontein - Regional Manager Freestate

and Northern Cape

I was responsible to establish the Gijima Regional Office in the

Freestate and Northern Cape region.

Managed the Freestate / Northern Cape region with all Employees

reporting to me.

Was responsible for all the Financial, HR, Training, Logistical and

Helpdesk aspects of the region.

Was responsible for all Customer contracts in the region such as

SAPS, FNB, UCS etc.

Was responsible for adhering to Customer SLA's.

Was responsible for Quality Management in the region.

Was responsible for managing contractors and SMME's in the region.

Was responsible for Vendor management in the region.

Training received at Gijima Support Services

Advanced HR and Risk Management workshop - (Van Zyl and Rudd) during

2003.

Presentation Skills course - (Just Dominique) during 2003.

HEAT Call system - (Gijima Internal) during 2002.

Syspro Financial and Logistical system - (Gijima Internal) during

2002.

ISO9001:2000 Standards& Process Mapping - (Gijima Internal) during

2004.

Bid Management - (Gijima Internal) during 2007.

Remedy 7 Incident and Change management - (Gijima Internal) during

2006.

SAP - (Gijima Internal) during 2006.

MMDP - Middle Management Development Program ( Gijima and Towerstone

Discover)

during 2010.

March 2001 - July 2002

Comparex Africa Bloemfontein - Regional Manager Freestate and

Northern Cape (Company name changed to BCX)

Managed the Freestate / Northern Cape region with all Employees

reporting to me.

Was responsible for all the Financial, HR, Training, Logistical and

Helpdesk aspects of the region.

Responsible for all Customer contracts in the region.

Responsible for adhering to Customer SLA's.

Responsible for Quality Management in the region.

Training received at Comparex Africa

Managing Employee Relations. (Comparex internal) during 2001 to 2002.

Financial Management. (Comparex internal) during 2001 to 2002.

Contract Management. (Comparex internal) during 2001 to 2002.

Project Management. (Comparex internal) during 2001 to 2002.

Winning Complex Sales (Infoteam Sales Process Consulting) during

2002.

October 1995 - February 2001 Company name changed to Comparex Africa

PQ Africa Bloemfontein -Technical Operations Manager

I was responsible for the installation, repair and maintenance of all

relevant Networking, Mainframe and PC equipment.

I was responsible for the Persetel Bloemfontein store.

On request of Persetel Mainframes, I was responsible for the support

on a Hitachi 9/93CMOS Mainframe in the Region.

Managing the daily operations of all the Engineers in the region,

this included all their training, leave, standby and financial

aspects.

Liaised with Customers.

Managed Projects.

Training received at PQ Africa

Bay Routers and Hubs.

Cray FPX Switches, Routers, Hubs and RPCS.

Cascade STDX.

NCR Comten 56xx range of FEP's and RCP's.

Motorola Routers.

Acer and Compaq PC Products.

Data General Products.

Various Modems and Networking devices.

Hitachi 9/93 CMOS Mainframe - including Storage devices and Printers.

Microsoft Operating Systems.

CISCO ICND (Torque IT) during 2001

ARS Remedy system.

April 1993 - September 1995

TCM Systems Bloemfontein - Customer Engineer

Responsible for the installation, repair and maintenance of all IBM

equipment.

Internal training received at TCM Systems

IBM System 36.

IBM AS 400.

IBM PS/2.

July 1988 - March 1993

Maintek Bloemfontein - Customer Engineer

Responsible for the installation, repair and maintenance of all

computer equipment and peripherals in the Freestate and Northern Cape

region.

I was responsible for the office administration as well as the stores

of the Bloemfontein office.

Internal training received at Maintek

Personal Computers - IBM PC & PS/2.

PC Dos/ MS Dos Techniques Version 3 X.

SNA Concepts.

BSC Communication Protocol.

Data General Terminals and Printers.

Data General I/ O Controllers.

Data General N/E I/O Bus.

Data General M V Adex.

Data General MV 2000.

NCR Comtens and FEP's.

Customer Satisfaction Skills.

Modems.

Cabling.

Test Equipment- CTS 3 and HP Data Scope.

July 1984 - June 1988

Transtel Bloemfontein - Telecommunications Electrician

I completed the Telecommunications Trade Test and qualified as

Telecommunications Electrician.

Was responsible for the installation, repair and maintenance of

various telecommunications equipment including Carriers,

PABX's, Switchboards and all types of Cabling.

Training received at Transtel

PABX

Carriers

Basic Telecommunication principles 1 to 3

Tele printers

Switchboards

Cabling

General During 1998 I received the PQ Africa (BCX) Freestate and Northern

Cape region Employee of the year award.

During September 2001 I received the Comparex Africa (BCX) Peritus

Quorum Platinum award for service excellence and outstanding

performance and was awarded with an overseas trip to Mauritius.

I am a conscientious individual who has very high standards for

accuracy and has a good record for meeting deadlines and always being

on time. I enjoy an environment where I can apply my specialist,

technical skills to achieve practical, tangible outcomes. I am driven

for results and to complete tasks well. I can be relied on to work

exceptionally hard and is very loyal to any organization.

Other Interests

Motor cycling.

Outdoor excursions.

Playing Golf.

Pets.

References Me. Isolde du Plessis (Gijima WC Financial Manager).

Tel: 021-*******

Cell: 083-***-****

Email: ******.****@******.***

Mr. Ian van Staden

Tel: 021-*******

Cell: 083-***-****

Email: ***.*********@******.***

Mr. Anton de Beer (Six Sigma)

Cell: 082-***-****

Email: ************@*****.***

Mr. Ian du Plessis

Cell: 083-***-****

Email: ***.*********@*****.***

Contact this candidate