Colleen Pepper is an experienced team leader in application support, recognized for her achievements including a business excellence award for setting up a flagship application support team for Vodacom’s M-Pesa. She has a strong background in telecoms and IT infrastructure, with notable roles in operations and team management across various companies. Colleen seeks a permanent position that leverages her skills in operations, team building, and process documentation, aiming for a salary between R400,000 and R600,000 per annum.

1. Resume of Colleen Pepper
Achievements: COLLEEN PEPPER
Team Leader Application Support
 Received the Internal Bytes Universal Systems Business ExcellenceAward in
2015 for the setup off Flagship ApplicationsSupportTeam for Vodacom’s
new MPESA BankingService.
545 Reitz Street
Sunnyside
 Received Nomination for Bytes Universal Systems Siyabonga Award in 2014
for Operational contribution within theApplications SupportTeams
Pretoria
0002
 Received Nomination for Altech ISIS Operations Award in 2013 for
Operations contribution within the Applications SupportTeams
South Africa
+27769642990
 Received Internal Dimension Data Acknowledgement for runningof the
Engineering Deployment Rollouts for the South African Hosted Cricket World
Cup 2003
colleentaylor.10@gmail.com or
colleentaylor_10@hotmail.com
Birth Date: 19th June 1981
What will I contribute to the team:
 I have a sound background in creating, buildingand streamliningOperations
teams.
Nationality: South African,
White Female
 I have a sound knowledge of Telecoms Networking and IT Infrastructure Identity Number: 810619 0033 081
 I have a sound knowledge of Telecoms products and Services Code B with License Number:
600200042C84 I have one year’s exposure in the BankingIndustry
Strong Working Traits: Industries: Information Technology;
Telecommunications;
Training& Support
Restraint of trade neg.
 Organisational Skills
 Start up and Team building
 Ability to develop Team members so that they can perform optimally Desired Positions: Operations TL or
 Ability to shelter Team from external influences so that the work can be
completed as needed
TM, Operational/System/Business
Analyst,Release Management
 Creation of Standard OperatingProcedures
 Creation of TrainingMaterial Desired Salary Bracket: R400 000 –
R600 000 per annum Creation of Process Documentation
 Workingwithin SDLC and ITILand PCI Environments Availability: May 2016
 Self-motivated individual who learns new systems efficiently
Employment Preference:
Motivational Words: Permanent
If I have not learnt anythingtoday, my day is not complete. With learningcomes
Growth and the better understandingof your environment you arein. The more you
know the better you can perform.
Personal/Work References:
Mias du Toit, +27823217148
Masedi Ramorola,+27764558672
MBTI Profile Results: INTJ
I : Introvert
N : Intuition
T : Thinking
J : Judging
INTJ excels at creatingand implementing innovativesolutions to analytical problems.They naturally seepossibilities for
improvement within complex systems and areorganized and determined in implementing their ideas for change. They are
comfortable with abstraction and theory but gain the most satisfaction fromturningtheir ideas into reality.They often enjoy
working independently or with a small team, taking measured, strategic steps to implement change. INTJs enjoy workingwith
logical systems thatthey can understand in depth. They enjoy the challengeof comprehending complex ideas,and want to
understand how they can improve the way things work. The ideal work environment for an INTJ is logical,efficient,
structured, and analytical,with colleagues thatarecompetent, intelligent, and productive. The ideal job for a Mastermind
allows them to use their analytical skills to problem-solvein a challengingenvironment, and to take responsibility for
implementing their ideas to create efficient, innovativesystems.

2. Environments worked in:
Database:OracleDatabaseuser and MS SQL Databaseuser and Siebel Databaseuser
Programming: Java and .NET Environments
Server: MS SQL DatabaseServer, MicrosoftServer, UNIX
Soft Skills:
Quality Assurance Training,Facilitation and Assessors Skills
Customer Relations Team Leading
Education:
BSc Informatics, University of South Africa,started 2015 and current.
Supervisory Management Certificate, Altech Academy, November 2012.
Assessors Skills Training Certificate,People Development Africa,October 2009.
Coach the Learner Certificate, Maccauvlei Training& Conference Centre, May 2005
Best Practices for the Leader Manager, KT Hansen Consultancy,April 2005
Information Technology Introduction to Cisco Networking, Dimension Data, September 2003
PC Engineering Diploma,Imperial Underwood Campus College, December 2000
Senior Certificate, Table View High School 1999
Work History:
January 2015 to Present: Application SupportTeam Leader, Vodacom MPESA Department, Bytes Universal Systems,
Johannesburg, Gauteng Province,South Africa:
Returned to previous position dueto Retrenchment process.
August 2015 to December 2015: Quality AssuranceAnalyst,Quality AssuranceDepartment, Bytes Universal Systems,
Johannesburg, Gauteng Province,South Africa:
Create, maintain and manage Tests sets. Assistwith Integration Testing within the QA and/or UAT Environment in order to
establish and assistwith resolution of bug fixes.
August 2014 to July 2015:Application SupportTeam Leader, Vodacom MPESA Department, Bytes Universal Systems,
Johannesburg, Gauteng Province,South Africa:
remedial action plans. Dealingwith Releasemanagement and input into the SDLC PCI ITIL Environment. Full Application and
IncidentService Management includingall hours Escalation Support.Creation and setup of Support Team. Creation and setup
of Process and Procedure Documentation.
Mid-October 2009 to July 2015:Application SupportTeam Leader, Operations Department, Bytes Universal Systems,Cape
Town, Western Cape Province,South Africa:
Manage Applications SupportTeam of up to 8 members, includingPerformancediscussions,Trainingand coachingand
remedial action plans. Dealingwith Releasemanagement and input into the SDLC ITIL Environment. Full Application and
IncidentService Management includingall hours Escalation Support.Creation and setup of Support Team. Creation and setup
of Process and Procedure Documentation.
November 2007 to October 2009: Senior BillingAdministrator,Billingand Administration Department, Vodacom, Cape Town,
Western Cape Province,South Africa:
IncidentManagement, includingStandby and SpecialistTelecoms BillingSupport.Creation of Process and Procedure
Documentation.
July 2006 to October 2007: Team Coach, TrainingDivision,The Phone House, Cape Town, Western Cape Province,South
Africa:
Team coach for up to 30 agents dealingwith performance reviews, quality assurance.LearningBank Team Coach for up to 10
newly recruited Call Centre Agents. Creation and presentation of Workshops and creation of new Learning Material.
August 2005 to June 2006: Customer Services Assistant,ITSupport Team, PilbeamRSA, Cape Town, Western Cape Province,
South Africa:
Administrativeand Technical ArchitectAssistant.Pre-sales research and quotations includingDealer and 3rd party Liaison.
Mid-September 2003 to mid-August 2005:Training& Support Specialist,Call CareDepartment, Glocell ServiceProvider
Company, Cape Town, Western Cape Province,South Africa:
Trainingand Support Specialist.Managingup to 5 members as the FirstLine Management of the Contract Customer Care
Department. Creation of New and Upgrade Deals and co-ordination of New Projects. Liaisingwith Dealers and 3rd Parties.
March 2001 to mid-September 2003: Network MonitoringAgent: IT Support Team, Dimension Data, Cape Town, Western
Cape Province,South Africa:
IncidentManagement and Network Monitoringfor Clients. Assisted with Engineering Coordination of field technicians. Given
the role of Special Projects Co-ordinator.