Heidi B.

Project Manager / Problem Manager • Planning, executing and finalising projects according to strict deadlines and within budget by: Planning: • Defining the Project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders • Planning resource requirements and timelines required on projects, by meeting with technical staff and clients to determine expectations and logistics • Drafting and submitting project proposals, budget proposals and recommending subsequent budgetary expectations • Acquiring resource requirements that fit into the business functions and allocating the correct equipment, people and skills according to the project’s needs • Ensuring the client’s environment is suitably prepared and all equipment is available before a project commences • Submitting project plans to clients • Taking of meeting minutes and distributing to relevant parties • Escalate urgent items to appropriate parties • Follow-up on ETA’s on specific client requirements to ensure smooth progress and that deadlines are met • Ensuring that all projects, proposals and quotations includes an onsite go-live resource • Ensuring detailed quotations and proposals includes brochures, explanations and labour Executing: • Coordinating the team members and third-party contractors in order to deliver projects according to plan • Managing the projects from beginning to end • Overseeing quality control throughout the project’s life cycle • Delegating tasks and responsibilities to appropriate personnel • Feeding back to clients regarding the progress of the projects, and effectively communicating projects expectations to team members and stakeholders in a timely and clear fashion • Liaising with project stakeholders on an ongoing basis, tracking project milestones and deliverables, continually managing project expectations • Ensuring optimal communication between helpdesk staff and clients, ensuring client requirements are met and ongoing client satisfaction • Identifying and resolving issues and conflicts within the project team • Developing and delivering progress reports, proposals, requirements documentation, and presentations • Determining the frequency and content and content of status reports from the project team, analysing results and troubleshooting problem areas • Managing changes in the project scope, identifying potential problems and devising contingency plans Finalising: • Ensuring sing-off documents for completion of project are prepared according to project requirements • Compiling and creating documentation for invoicing to ensure correct documentation is submitted to clients • Conducting project post mortems • Create a recommendation reports in order to identify successful and unsuccessful project elements • Developing best practises and tools for subsequent projects execution and management Problem Management: • Being continuously aware of any potential problems in the environment via daily interaction with helpdesk staff and client feedback • Monitor client’s helpdesk calls to resolve problems quickly and efficiently • Meeting with clients at their premises to discuss and resolve problems • Responsible for the overall direction, coordination, implementation, execution, control and completion of specific problems and ensuring consistency with company strategy, commitments and goals • Proactively identify and resolve problems through resources before they are escalated by client • Ensuring customer satisfaction, by means of meetings, surveys, telephonic and email communication with clients • Provide weekly feedback to General Manager • Helpdesk Management: • Responsibilities included managing and scheduling new and existing support contract clients • Managing and ensuring that Helpdesk is operating optimally at all times • Managing and ensuring that the majority of free hours are converted into billable hours. Increasing annuity revenue. • Ensuring optimal communication between helpdesk staff and clients • Ensuring client requirements are met and ongoing client satisfaction • Improving technical efficiencies within the helpdesk department • Project revenue in terms of Account Management and Project Management • Provide weekly feedback to General Manager • Introducing Online Backups to existing and new clients as the need arises • Ensuring Customer satisfaction, by means of meetings, surveys, telephonic and email communication • Ensuring detailed quotations and proposals includes brochures, explanations and labour