I am a dynamic, resourceful, individual who is willing to take on any given task or assignment ensuring a successful end result. Interacting with the public calls for a friendly disposition, a confident and knowledgeable approach to procedures and to be beyond reproach in function, all of which have now become second nature to me when providing excellent client service & a job well done!

I enjoy working as a team, but am capable to perform as an individual and accept leadership when it is called for. I am diligent and never make a promise I cannot keep

PERSONAL DETAILS

Full Name Elmerien Louw

Phone 082*******

E-mail adur1h@r.postjobfree.com

Date of Birth 17/02/1983

Nationality South African

Marital Status Married

HOME LANGUAGE : AFRIKAANS

(read/write/speak)

OTHER LANGUAGES : ENGLISH

(read/write/speak)

HOBBIES : Freelance Photography

Nature Walks

Reading

Drivers License : Yes – Code 8

EDUCATION

LAST SCHOOL ATTENDED : BIRCHLEIGH HIGH SCHOOL

1997 – 2002

HIGHEST STANDARD PASSED : Grade 11

SUBJECTS : ENGLISH

AFRIKAANS

BIOLOGY

HOME ECONOMICS

TYPING

BUSINESS ECONOMICS

Certificates Obtained during Employment

Strategies for Outstanding Service and Support Completed 08/2008

Institution: 6 degrees

360 degree leader Completed 2007

Institution: Hebron Change Enablement Services

Microsoft excel Completed 12/2008

Institution: In house training

Introduction to computers Completed 12/2008

Institution: Faritec In house training

Programs worked on:

MS Word 2003 SalesForce

MS Excel 2003

PowerPoint 2003

Microsoft Outlook

Internet

SMS (Faritec in house CC system)

Marval

EMPLOYMENT HISTORY

IT Ex Gratia

To Date: 2018/current

Position: Procurement Officer & Office Administrator

Reason for leaving: Desire to take on more responsibility

Reference: Annel Rademan – 083-***-****

GENERAL DUTIES:

Procurement / Sales:

•Daily invoice report updates on SalesForce

•Making out of Purchase Orders

•Liaising and negotiating with suppliers to agree on prices

•Handling all invoices for payment and filing document accordingly on SalesForce

•Responsible for preparing Request for Quotation forms and summaries on SalesForce

•Following up on suppliers for delivery of goods and services

•Managing of stores and stock control

Office Administrator:

•Daily invoice report update

•Keep stock of office supplies and place orders when necessary.

•Welcome visitors and providing assistance as needed.

•Support department managers, staff, and CEO

•Organize catering, coffee, or other refreshments as needed

•Coordinate building and maintenance issues for general repair and updates

•Monitor incoming and outgoing mail; receive and sign for mail/packages from couriers and deliver to proper recipient

•Prepare correspondence, documentation, or presentation materials

Choice Sourcing – Based at Aon

To Date: 2012/2017

Position: Service Desk Support/Team leader/Procurement

Reason for leaving: Retrenchment

Reference: Mike Maree – 082-***-****

Service Desk:

•First line support

• Basic troubleshooting

• Manage Escalations

• Complaint Handling

• Software Installs

• Phone & Online Support

Service desk Team Leader:

Supervised both the on-site and off-site Help Desk team.

Implemented changes and monitored them to Help Desk services.

Interacted with customers and completed troubleshooting of issues.

Provided end-to-end management of all reported problems.

Procurement:

Daily invoice report update

Making out of Purchase Orders

Liaising and negotiating with suppliers to agree on prices

Handling all invoices for payment and filing document accordingly

Responsible for preparing Request for Quotation forms and summaries

Following up on suppliers for delivery of goods and services

Managing of stores and stock control

MTN cell phone and 3G card allocations

Vodacom cell phone and 3G allocations

EOH

To Date: 2010/2012

Position: Service Desk Agent/Team leader

Reason for leaving: No growth

Reference: Aveesha Olivier – 076-***-****

Service Desk:

Update all client Requests

Manage Escalation E2E End to End

FPOC (First Point of Contact) for Escalations

SPOC (Single Point of Contact) for requests

Knowledge transfer and training to peers

Training of business units on Service Desk processes

Resolving Conflicting situations

Compiling of Service Desk processes in alignment with ITIL

Supervisor to Call Centre agents and performing all relevant duties.

Compiling and maintaining shift rosters

Manage backup tapes

FARITEC Holdings (Pty) Ltd

To Date: 2005/2010

Position: Service Desk Agent/Team leader

Reason for leaving: Liquidated

Reference: Corne Fourie 082-***-****

GENERAL DUTIES

Update all client Requests

Manage Escalation E2E End to End

FPOC (First Point of Contact) for Escalations

SPOC (Single Point of Contact) for requests

Knowledge transfer and training to peers

Training of business units on Service Desk processes

Resolving Conflicting situations

Compiling of Service Desk processes in alignment with ITIL.

Supervisor to Call Centre agents and performing all relevant duties.

Compiling and maintaining shift rosters

Manage backup tapes

SMG (Service Management) DUTIES

Incident Management

Coordinate Priority 1/Priority2 Incidents E2E as per client SLA assigned

Initiate and coordinate IRs (Incident Reports) to a workable resolution

Setup business critical meetings for IRs (Incident Reports)

Problem Management

Coordinate problems residing from Incidents

Compiling RCAs (Root Cause Analysis)

Coordinate/liaison for CAB (Change Control Board) meetings integrating with RCA reports

Establish effective communication with the clients

Change Management

Coordinate/liaison for CAB (Change Control Board) meetings

Manage Configuration and Release management integration

Management of hardware/software release documentation

Manage engineers pertaining to the Release or Change

Management and approving of low business impact changes in line with business policies and procedures.

Reports analysis

compiling of reports for clients and business units as specified

Proactive Duties

SLA maintenance on Priority 1- Priority 4 Incidents

No calls out of the SLA (Service Level Agreements) unexplained – client specific

Attending CAR (Critical Analysis Report) meetings on reoccurring Incidents

Coordinate lessons learnt and known errors and recording thereof in the KER (Known Error Reports)

Third party management according to the Business requirements

Conducting Customer Satisfaction Surveys

COMPANY : SBV SERVICES

PERIOD : JANUARY 2004 – May 2005

POSITION HELD : TELLER

REFERANCE : MR NAUDE, 011-***-****

COMPANY : STOLCOR

PERIOD : APRIL 2004 – JANUARY 2005

POSITION HELD : ADMIN & P.A

REFERANCE : MR STOLS, 082-***-****

COMPANY : CAFÉ DI ROMA

PERIOD : SEPTEMBER 2003 - MARCH 2004

POSITION HELD : MANAGER

REFERANCE : JUANITA, 082-***-****

COMPANY : SADDELS

PERIOD : JANUARIE 2001 - JUNE 2003

POSITION HELD : BAR LADY/WAITRESS

REFERANCE : MARUIS, 082-***-****

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