1. Private and Confidential
To ensure absolute confidentiality, no contact may be made with any Referee or Employer without the express
permission of the Candidate. In order to protect a Candidate’s personal data no CV’s may be forwarded to any
third party without our express written permission. All electronic copies of CV’s are to be securely stored (e.g.
password protected) with any printed copies secured as confidential information.
CURRICULUM VITAE
Introducing
Karen Backer
PERSONAL DETAILS
Full Name and Surname Karen Backer
Nationality South African
EE Profile White Female
Languages Afrikaans, English
Area of Residence Erasmuskloof, Pretoria
Date of Birth 29-05-1970
Contact Nr. 083 652 7347
Email backer.karen@yahoo.com
Availability Immediate
Position Required
Service Delivery Manager/Project Management -
(IT Department)

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QUALIFICATIONS
QUALIFICATION INSTITUTION DATE
Matric Boksburg Hoër Handel
 Afrikaans
 English
 Accounting
 Business Economics
 Typing
 Law
1988
Certificate in Project Management PPM7 Pretoria University
 Practices Principles and scheduling
 Financial principals and Project cost
management
 Legal aspects for Project management
 Project Management in business
context
 Project Procurement and contract
management
 Project Quality management
 Project risk management
 The people-side of project
management
2012 - 2013
COURSES AND TRAIN
INSTITUTION DATE
Impromptu Report Building Cognos 2008
Powerplay Cognos 2008
Transformer OLAP Modelling Cognos 2008
Lotus Millenium Keybase 1999
Lotus Notes Keybase 1998
Customer Relations& Personnel Development Dale Carnegie & Associates 1985
Lotus Note R5 Fundamentals I Digital Think 2001
Lotus Notes R5 Fundamentals II Digital Think 2002
Supporting Microsoft Windows NT 4.0 Microsoft 1999

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Information Systems I (INY1M1I) Technikon SA 2007
Word Processing and Spreadsheets (INY1M2I) Technikon SA 2007

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CAREER SUMMARY
COMPANY POSITION DATE
EDS / HP
Systems Administrator
Service Delivery Manager
Reference: Willem Germishuys
Contact nr: 083 326 7905
May 2000 – 2004
2004 - July 2012
BLYTH COLOURS
Stock Controller 1 Feb 1989 – 30th
June 1989
LTN WOODEN DOORS Data Controller 1 May 1990 – 30 April 1992
TRUKA PANVET
Order Clerk 1 May 1992 – 30 April 1993
RENOLD CROFTS
Data Capture and Operations 1 May 1993 – April 2000
EDS / HP
Systems Administrator / Service Delivery Manager May 2000 – July 2012
SUMMARY
Duties and Responsibilities:
PC Support
 Assist users with their PC Operating System, Application and Hardware problems. Troubleshoot
Operating system, Application and Hardware problems. Place support call with Dell when
troubleshooting on Pc or Laptop is completed for repairs. Database kept of all dell repairs and dell
purchases on PC and Laptops. Instruct users on the efficient use of PC hardware and software. Install
and configure PC’s and Laptops to run all required applications. Ensure that no pirate software exist on
any system. Ensure that all data is secured and that users only have access to what they are permitted
to have access to. Control database with all details relating to all PC and Laptops that are owned by
EDS. Ensure that all Laptops are accounted for and the Laptop assurance forms are signed by each
Laptop user. Replace broken hardware on PC and Laptops when sent from Supplier and return broken
hardware with courier back to Dell. Schedule backups on the Servers. Check that all backups have gone
through and all working correctly. Run Microsoft update patches.

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EDS / HP
Printers
 Troubleshooting on all Twinax and Laser Jet printers. Setting up PC to match Printers. Setup of Jet
direct of for parallel printers and loading of stationery for Oki Printers. Replacing of toner
cartridges/fuser kits and oil bottles. Troubleshooting and changes made to 4-in-one printer (faxing,
printing, copying and printing) for local and branch printers. Ensure that stand alone printers are
configured for the branches and that the printers can be shared by all users.
As400 / Server Support
 Log calls with Telkom with regards to diginet line faults and clear the calls. Troubleshooting has to be
done on the premises before placing the call. Sorting out Twinax cabling problems. Create new users
profiles on the AS400. Check night batch for backups and ensure all jobs completed normally. Recall of
Tapes from Metro file. Assist in planning of Disaster Recovery and procedures.
Movex
 Working with all aspects of the Movex system. Support users with all aspects of the Movex system local
and branches. User support on the Financial Modules on Movex.
Lotus Notes
 Lotus Notes troubleshooting on Lotus Notes when a user has a problem. New users request.
Maintaining of the address book for old and new users. Requesting new user id files. Updating user
certificates to the mail administrator. Install Lotus Notes on all PC and Laptops. User support. Training
given where needed, compiling of training manuals. Assist with Databases created and Access Control
on the databases.
F-Secure/E-Trust
 Ensuring all users has F-Secure/E-Trust installed. Ensure the F-Secure/E-Trust operates correctly on all
PC’s and Laptops at all times. Definition file updates for local and remote PC’s download. Virus
warnings etc. Troubleshooting done and removal tools downloaded to remove virus and unwanted spy
ware from systems. Remove AVB files from Operating System files and ensure that all viruses are
removed.
LAN/WAN
 Control of software installed on Server’s. Control software licensing database for all users’ software
loaded on PC or Laptop. Control of software installed on PC’s. User profiles maintenance and Security
Permissions. Policies etc. Ensure that all software licensing are up to date and that all software loaded
on machines has necessary licensing documents.
Purchasing
 Purchase all equipment needed locally and for branches, hardware and software. Place orders on the
Dell Premier Page after I have done the Quotation for the hardware that needs to be purchased.
SAP
 Raise the Purchase Scenario for all equipment that needs to be purchased. Raise Purchase Scenarios for
Maintenance agreements and repairs done to equipment. Follow up the orders and ensure that orders
are approved in a timeliest order. Receive the goods into the system as soon as received from Dell
(GRV’s). Keep database up to date with all PSC and goods received data.

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EDS / HP
Vantive/Problem Portal
Create cases in problem portal and ensure that cases are completed in time set for SLA’s. Follow up and close
cases when case has been completed and resolved. Ensure that all cases logged with the Helpdesk are met with
in the SLA’s, no read cases allowed.
Project Management:
 Planning of Local Projects for Servers/LAN and all PC related upgrades, from start to completion and signoff
by client.
 Ensure that Dudiligians is done to ensure that all aspects of the upgrade are being covered, regarding
equipment installations.
 Risk management and Change management documents must be done and agreed by clients.
 Ensuring that the correct people are in the team for the project according to skill level and time
management skills, to ensure that the project runs as planned.
 Procuring the correct equipment for the project and that all specs and requirements are met to meet the
SLA and MSA that was set by the client.
 Ensure that cut of dates for the project is met timorously and that signoffs are done by the client that all
requirements have been met.
Service Delivery Managers Responsibilities (SDM):
 Day-to-day client relationship management for delivery activities in a region
 Is responsible to the Regional CDE and the Regional SDE for the successful day-to-day delivery of services
stated in the Master Service Agreement (MSA) in a region
 Acts as the single point of contact and provides oversight for service delivery in a region
 Service Excellence - Achieving Service Level Agreements (SLA / metrics) and day-to-day services as stated in
the Master Service Agreement (MSA) in a region
 Problem resolution, escalation and performance trending in a region
 Supporting growth opportunities in a region
 Productivity improvement plans in a region
 Identifying leverage and standard offering opportunities in a region
 Follow and/or comply with the EDS SKF QMS Quality System processes
 Is responsible for regular monitoring of the third-party service performance in a region where no other
responsibility is defined in the Global Delivery Units that overrides this responsibility.
My Focus
 My focus is being the person of first contact where most of the problems will be resolved. Where I will
be able to decide which course of action needs to be take, to be familiar with all support structures
both internal (Management and other persons of knowledge) and external (Supplier,
support/maintenance contracts and warranties) and to act upon the problem. I must be able to use the
support structures at hand. Projects are handled from start to sign off in an appropriate manor
depending on the Project at hand. The responsibility lie with me to ensure that the project is
completed and that all areas from planning, financials, risk management, quality and purchasing has
been covered with in the team and that all MSA and SLA are met in a timeously manner. Furthermore, I

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EDS / HP
must be able to take ownership when appropriate. The emphasis is on user ownership of the systems
with very good support structures. The user must at all times be informed of progress with regards to
problems or requests. Building Customer relations, and insure the customer is happy with the service
delivered.
Reason for Leaving Voluntary Retrenchment
RENOLD CROFTS (PTY) LTD
Data Capture and Operations May 1993 – April 2000
SUMMARY
Duties and Responsibilities:
 Operate the computer in such a way to ensure maximum uptime. Liaise with Information System Manager
regarding job scheduling and target deadlines. Plan and schedule computer job in the most efficient
methods to meet deadlines. Maintain security standards for the computer facility ensuring that all security
procedures in terms of locking computer room, safe custody of diskettes files and weekly saves.
 Supply help to users as instructed from time to time.
 Run computer backups Weekly Monthly and Yearly.
 Apply software updates on As400 mainframe. Do configuration changes when requested by Information
System Manager.
 Run month end and year end closure procedures which invariably results in working long after hours and
weekends.
 Capturing data: Branch Invoices, Credit notes, GRV’s, Stock Transfers, Stock Adjustments, Production cards,
Creditors Reports, Financial Journals, Stocktake records and any other data capture operations that may
arise from time to time.
 Training of branch staff in the use of terminal equipment and remote operations of application systems.
 Maintenance on Printers which need cleaning twice per week. The tape drive heads that need regular
cleaning.
Reason for Leaving Better Opportunity
TRUKA PANVET
Order Clerk May 1992 – April 1993
SUMMARY
Duties and Responsibilities:
 Taking of telephonic orders.
 Capturing of orders, printing of delivery notes, invoicing and back orders.
 Capturing of stock
 Printing sales figures

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TRUKA PANVET
 Client services
Reason for Leaving Better Opportunity
LTN WOODEN DOORS/BRUPLY
Data Controller May 1990 – April 1992
SUMMARY
Duties and Responsibilities:
 Data capturing (sales order, invoicing, credit notes and debit notes)
 Printing of delivery notes, Lotus notes 1-2-3 (capturing of schedules for loads and delivery note sequence
control)
 Capturing of stock take variance reports and stock confirmations.
 D/Base capturing trip sheets, Backups and printouts.
 Journal Adjustments, Stock transfers, Receipt and Issues
 Month end Backups and procedures.
Reason for Leaving Better Opportunity
BLYTH COLOURS
Stock Controller Feb 1989 – June 1989
SUMMARY
Duties and Responsibilities:
 Switchboard
 Capturing of orders, invoicing
 Making out job cards, capturing of stock
Reason for Leaving Better Opportunity