richard bateman

Responding to customer requests for bills to be sent to them, either via post or email Ensuring all data protection checks are complete and accurate when assessing the customer’s request Accurate logging of progress in Vodafone CRM software Brought a backlog of more than 14,000 requests for copy bills back into SLA and maintained service levels

* Implementing and maintaining SAP queries, enhancing the departments reporting capabilities * Maintaining Excel spreadsheets to track and log a projects progress, later migrating all the details into SAP * Using extensive VBA coding I created and maintained an automated weekly high level report * Performed technical analysis for projects being rolled out and other continuing projects * Connected to user’s sites to perform various tests, and installations * Maintained records of testing and rollout progress * Worked on existing and new documents with the aim to refine and improve them where appropriate

* Performed technical support for Windows 95, Windows 98, Windows NT and OS/2 * Managed the inflow of logged incidents to the NWSM department * Assigned incident reports to the technical staff * Performed service management functions and assisted trouble-shooters to reach and maintain SLA levels * Conducted service data analysis and trend analysis * Managed support issues and resolution feedback with clients and managers * Defined new processes and updated existing processes for system users

* Operated support desk supporting hotels with their day-to-day IT operations * Resolved IT/technical issues for users * Installed CLS system at Hatfield HIGC along with senior technical staff

Intec College South Africa offers distance learning where I was able to obtain my MCSD through dedicated self study at home, while further pursuing my interests in information technology. My certification track at the time focused on Visual Basic 6 coding and SQL Databases design and setup.