3. 1. INTRODUCTION
Thank you for taking the time to review my CV.
Iam ahighlyproficient, astuteand well-balancedindividual with28yearsof experience inthe ICTOperations,
3RD
Party Client Relationship and Telephony world, managing both internal and external 3RD
Party
relationshipscoupledwith excellentinterpersonalandcommunicationskills.Ihave aflairforbeingacreative
(lateral) thinkerandtoupkeep continuousservice improvement and innovation is always on TOP of mind.
I am currently employed at the Department of Public Works as a National Call Centre Manager and my role
includes:
To oversee and manage the Real Estate (day to day) maintenance of the largest state owned Asset Registry of
(110 000) sites as well as the ICT Operation for all regions, Change Control and Risk Compliance (HVAC) for
the Department of Public Works. To source and implement the latest industry trends and benefits of IOT, IOE,
MDM (Mobile Device Management) is fascinating and this comes with a vision to institute conditional
assessment checks of the Real Estate Asset aided by using Telemetry solutions (drones) to enhance the
efficiencies of the National Call Centre and Department of Public Works. I play a pivotal role on enforcing SLA
measurement, incurring penalties on SEV breaches and maintain the 3RD Party relationship for the Department
of Public Works both internal and external clients.
Background
A mind boggling career path and achieving a milestone of 28 years that still keeps my passion for the ICT and
Real Estate world. I was employed at Standard Bank for 25 years and the exposure has proved to be invaluable
to my career. In 2012, under section 187, the Bank outsourced the IT Telephony solution to Dimension Data.
At Dimension Data, I managed the ICT operations and the 3RD
Party Relationship Manager as part of the IT
Outsourced Managed Service to Standard Bank Telephony services.
In December 2015, Dimension Data Outsourced the Telephony component as part of their cost saving
initiatives that led to my retrenchment.
Forging ahead, my KEY strengths led me to the Department of Public Works where I currently employed.
Current
The Department of Public Works has 11 regions countrywide and the regions are aligned to a 3 tier Data Centre
and Call Centre solution. My portfolio has a complement of 106 staff of Agents, Interns, Supervisors and
Managers reporting into me
I hold the position of National Call Centre Manager and am responsible to oversee System engineers servicing
the Exchange (2013), CISCO, JABBER, Video Conferencing, SCCM, ANTI VIRUS, EUC, Warehouse, BCP and to
keep service optimal and high availability. In my short stay, I enabled Voice recording and stopped a syndicate
from soliciting Call Centre Agents to bribes and to create fictitious Application. I brought in stricter Change
Control disciplines, daily health care system checks in place and daily operation meetings using VC for all IT
Field engineers and regional managers to highlight day pain and monitor performance. The Call Centre now
benefits with wall board/ dashboard (real time) views and can examine Agent behaviour and measurement.
Amongst roles I play Change Control Manager to assess and mitigate risks for new solutions, review
architectural design, assess space and infrastructure and do a final assessment on, sign off (test cases)
4. Vision
I believe the greatest value add to most Corporate revolves around cost saving and more importantly to retain
existing clients and source new clients to sustain growth. This can only be achieved using best practice models
of ITIL coupled with sound governance processes and to ensure Change compliance is adhered to.
The FOCUS must be Client centric and on cost saving initiatives, to reduce overheads on storage and space
planning. My vast experience in the Real Estate, Telemetry, IOT, IOE and ICT Operations (RISK Management
and process governance) gives me the edge and makes me an asset and ideal candidate to the success and
growth of most leading Corporate Companies.
To use the latest DRONE technology and am very much passionate to introduce in Telemetry (IOT, IOE) and
the Internet of Construction (IOC) using 3D Printer technology solutions for maintenance and to limit costs
and to prevent theft of Assets and Contractors stealing time and material (quotes).
5. 2. PERSONAL DETAILS
Name Mohamed Jhamaney
3. SUMMARY OF SKILLS
Administration Sales Acumen, forging relationship for long term sustainability, frequent performance review
SKILLS
Call Centre Specialist 3rd Party Relationships Effective speaking
Tough negotiator Persuasive Writing Persuasive Speaker
Qualified Mediator Conflict Management Assertive Skills
Matured and Lateral – win-win ITSM & governance SLA & Penalties
Supply Chain Management ITIL 5 Advanced Project - PMO
TECHNOLOGIES
ASPECT DIALLER Change Control – REMEDY ESX VM clustering and other
GENESYS IVR Cisco Technologies Infrastructure CISCO Gateways & Switches
AVAYA B5800 Network Engineering CRM Telephony PMO DC – Data Centers
6. Disaster Recovery Management WINTEL AVAYA NICE
4. SCHOOL
Highest Standard Passed Matric Institution Laudium Secondary School YearPassed 1982
5. TERTIARY
BSc. Engineering
Institution Wits University
6. COURSES COMPLETED
COURSE
CIO Professional Certification Wits Business School September 2016 to end Dec 2016
AVAYA Advanced Implementation
Conflict Management
GlobalLeadership
Assertive Skills
MarketingandResearch – risks/initiatives
Strategic Planningand Risk mitigation
ITIL Bridge Advanced
Avaya – VOIP
Nice Perform
GENESYS Admin VER 7.6
UNISON Dialler Specialist (legacy)
Dale Carnegie Course
How to Speak Effectively & Influence
People – Human Relations
Dale Carnegie Academy Never expires
ASPECTUIP Dialler ver. 6.7-(Roadmap–
2016 – UIP ver. 7.3), to be deployed to
production 2ndQ2016
AVAYA B5800 gateway rollout– across 640
branches (2013) -successfully Introducedthe
IVR Speech Banking (ARS / SV / VVS / TTS)
functionality to StandardBank(2006).
Dimension data – IT Outsource March 2013 to Dec 2013
7. TECHNICAL PROFIENCY
LEVEL OF EXPERTISE
1= Course / Training only
2= Limited Practical Experience
3= Solid Practical Experience
4= Well Versed, Extensive Experience
5= Expert Level
PC PACKAGES LEVEL PC PACKAGES LEVEL
7. PC PACKAGES LEVEL PC PACKAGES LEVEL
Red Hat Linux 4 3RD Party stakeholders (Relationships) 5
8. EMPLOYMENT SUMMARY
Company Name Position Held Duration of Employment
Department ofPublic Works National Call Centre and ICT Operations Manager 01/05/2016 -Present
StandardBank
Telephony – 3RD Party Engagement & Optimization (SME –
Telephony)
01/10/2009 – 30/08/2012
StandardBank Voice Engineer 1998 - 2008
StandardBank NetworkEngineer 1987 - 1998
9. RESPONSIBILITIES
Company Dimension Data
Period (month &year) Start Date 01 September 2012 End Date Current
Position Held 3rd Party Manager – Operations andRiskManagement – Enterprise Services
Summary of Responsibilities
Manageandprovide Continuous Service Improvement to keep the overall Call Centre
operation (VOICE/NETWORK/RIGHTFAX/SERVICEDESKat optimumlevelof availability andto
further manage both theexternal vendorandinternal stakeholderrelationship,assess risks
prior to delivery,BCP governance andlend expertise to PMO on new competitive
(infrastructure/ design) solutions.
This includes ensuringnew designsandsolutionsareunderstoodbetween the Businessand 3rD
Party stakeholdersand that potentialrisksare assessedandcorrect decisions(best practice) are
made for project delivery and implementation within stipulated budget and timelines
Achievements Be Great Award – 2014
Company Standard Bank
ExtensivePM experience > 5 years
Effectivewritten / communications skills
MANAGE high levelinvestigation-until closure.Take charge
Actively participateandprovide best practice methodsto Retail business. Adopt frequent
risks analysis and produce weekly/monthly (MIS) REPORTS to initiate action plans andto
mitigate risks.
Regulatefeedbackto SM/Directorate on impact/gapanalysisandcustomer experiences
Achievements ExcellenceAward– ServiceDelivery -September 2015
8. Company Standard Bank
During2005 – 2008, I was promotedto PM/TECHNICAL on HO andregional sitesandthe
AVAYA, GENESYS, DIALERS,NICE,TMS andVoiceMail(ISDX/AVAYA UNITY) were now under
my direct supervision
Company Standard Bank
Position Held NetworkEngineer
10.REFERENCES
References Position Contact Number
JacquesSchoeman Head– StandardBank IT Networkand Voice 011 636 6974 or 083 307 6974
Lawrence Jawe Head– StandardBank AfricaNetworks 011 636 9111 or 083 285 6590
JacquesNel DD CCPM– Enterprise Services 011 575 1781 or 083 643 3952
