1. Email: Cromhout.m@gmail.com Mobile: +64 22 165 7357 | 1
Marthie Cromhout – CV
PERSONAL OVERVIEW
I am a senior Business Process Analyst, with 18 years+ experience in the Information and Communication Technology
Industry on business process improvement.
Inefficient processes constitute to waste which equates to money. The word “waste” does not exist in my vocabulary. I am
always looking for opportunities to improve efficiency through process and/or system optimisation. By taking this
approach, I have experienced:
improved employee morale, service level performance and customer satisfaction ratings
reduction in penalty payments
self-satisfaction
successful transitioning of services
Over the course of my career, I have gained a lot about business improvement requirements, as well as team collaboration
in project environments, and I believe that this acquired knowledge and experience can be leveraged by my future
employer to the benefit of the organisation.
MAIN SKILL SET | SPECIALIST SKILLS
Transition Manager
Analysis (requirements, process, data)
Process improvement & re-
engineering
Requirements gathering
Change Control
Stakeholder engagement
Project Management
Facilitation & Elicitation
Problem solving
Documentation (including
training manuals)
Presentation
QUALIFICATIONS & EDUCATION
Status Qualification Qualifying Body
Completed Diploma Business Analysis IIBA (supported)
Completed ISO/IEC20000 Foundation APMG
Completed Prince2® Practitioner APMG
Completed COBIT Foundation ISACA
Completed 6 Sigma Black Belt T-Systems, Germany
Completed ITIL® Version 3 Foundation ISEB
Completed Management Development Programme University of Pretoria, RSA
Completed Senior Certificate Transvaal Education Department, RSA
In Progress Certified Scrum Master® Scrum Alliance
COMPUTER LITERACY & PROFICIENCY
1 = limited 2 = some 3 = good 4 = very good 5 = excellent
Product Last Used Years used Proficiency level at
last used
BMC Remedy ARS 2008 11 5
HP Service Manager 2015 6 4
CA Service Desk 2015 4 4
MS Suite Current 20 5
MS Visio / BPMN 2015 18 5
MS Projects 2015 17 4
ARIS 2014 1 2

2. Marthie Cromhout Mobile: +64 22 165 7357 2
Product Last Used Years used Proficiency level at
last used
MS Access 2014 6 months 2
Moodle Elearning 2015 2 4
EMPLOYMENT
Company: T-Systems South Africa
Industry: ICT – Managed Services
Duration: October 2008 – June 2015
Latest Job Title: Business Process Analyst
Roles:
IT Service Desk Subject Matter Expert / Transition Manager
Provide input to tenders
implementing and transitioning of service desk projects (100 – 60000 end users) including but not
limited to:
Processes (ITIL), Procedures, Work Instructions
Service Desk SLA / KPI reporting requirements
Resource readiness (e.g. process training, soft skills training, customer awareness training)
Operational handover
Perform Team Leader activities
Establish Knowledge management governance, implement processes & provide training
Implement customer satisfaction surveys
Continuous improvement activities:
Data analysis and process analysis for identification of process improvement opportunities
Facilitate improvement workshops
Project manage improvement activities
Apply best practice methodologies/tools such as Lean Sigma, Gartner, HDI, Erlang
Business Process Analyst
Lead process improvement initiatives across business units to deliver efficiencies and benefits to
internal and external customers applying lean and best practice methodologies for e.g.:
Service Desk
Incident Management
Problem Management
Change Management
Service Asset & Configuration Management
Present and communicate findings and recommendations to sponsors, process owners and
stakeholders
Facilitate and provide specialist process improvement advice to business units via targeted workshops
to identify and resolve specific issues that are critically impacting business outcomes and require
urgent resolution
Proactively identify, scope and prepare business cases for opportunities to improve processes in
conjunction with process owners/managers
Promote and develop a continuous improvement culture across the business
Utilise a structured approach to business process improvement.
Identify improvement opportunities and manage improvement requests from the business
Coach and support project team members in use of tools and methodologies
Document and monitor business processes, business rules, metrics and standard operating procedures
as a result of improvement initiatives.
Data and trend analysis to identify areas of improvement
Deliver process improvement training to staff
Monitor post process improvement implementation activities
Project manage improvement and transitioning projects
Establish knowledge management governance
Establish training (e-learning) governance

3. Marthie Cromhout Mobile: +64 22 165 7357 3
6 Sigma Black Belt / Master Black Belt
Identify & prioritize improvement projects (>NZD50K saving per year)
Implement projects according using DMAIC
Train Lean Sigma principles internationally (Europe)
Create 6 Sigma awareness within company (South Africa)
Change communication
Perform Manager/ Team Leader activities
Team Leader
Team Management
Performance management
Capacity management
Determine training requirements
Coaching & mentoring
Service level / KPI management
Chair team meetings
Customer & Employee satisfaction surveys
Business Analyst
Exposure to Waterfall and SCRUM methodologies
Requirements gathering
Facilitation and elicitation workshops
Document BA artifacts such as BRS, FRS, Use Cases, Test Cases, Training documentation, Project Plans
Change communication
Stakeholder management
Project management
Project surveys
Type of projects:
Customer Service Catalogue (Server & Desktop)
Configuration Item Verification
Customer Portal
Standby Roster
Company: GijimaAst
Industry: ICT – Managed Services
Duration: June 1997 – Sept 2008
Latest Job Title: Transition Manager
Roles:
IT Service Desk Subject Matter Expert/Transition Manager
Provide input to tenders (Service Desk, Incident-, Problem- and Change Management)
implementing and transitioning of service desk projects (100 – 60000 end users) including but not
limited to:
Processes (ITIL), Procedures, Work Instructions
Knowledge management governance
SLA / KPI reporting requirements
Data analysis (where available) for IVR routing
Resource readiness (e.g. process training, soft skills training, customer awareness training)
Perform Team Leader activities
Continuous improvement activities:
Data analysis and process analysis for identification of process improvement opportunities
Facilitate improvement workshops
Project manage improvement activities
Apply best practice methodologies/tools such as Gartner, HDI, Erlang

4. Marthie Cromhout Mobile: +64 22 165 7357 4
Business Process Analyst
Responsible for continuous improvement activities for local and international customers e.g. Kone
Identify process improvement opportunities by analyzing data (tickets, knowledge, SLA/KPI
performance), processes and related reporting requirements by applying lean and best practice
methodologies for:
Service Desk
Incident Management
Problem Management
Change Management
Service Asset & Configuration Management
Knowledge Management
Facilitate workshops
Reengineer and document processes, training material, work instructions
Data-, SLA, KPI and process analysis
Change communication
Provide training and monitor results
Project manage improvement and transitioning projects
Establish knowledge management governance & monitor
Establish training (e-learning) governance & monitor
Perform Team Leader activities
Team Leader
Resource management (Service Desk & Process Improvement Team)
Performance management
Capacity management
Determine training requirements
Coaching & mentoring
Day to day service level / KPI management
Operational (internal and external) meetings
Customer & Employee satisfaction surveys
Business Analyst
Requirements gathering
Facilitation and elicitation workshops
Document BA artifacts such as BRS, Test Cases, Training documentation, Project Plans
Change communication
Stakeholder management
Project management
Projects involvement:
Change Management system implementation (alignment to business process)
Service Desk Agent (1st
level support)
Call answering
1st
level desktop support
1st
level mainframe support
Incident Management
Quality Management
References available on request
INTERESTS
Part-time musician (bassist & vocalist), Reading, Hiking, Cycling, Photography

5. Marthie Cromhout Mobile: +64 22 165 7357 5
REFERENCES
Anette Erasmus, Direct Manager Lyn Collie, Colleague – System support
Anette.erasmus@t-systems.co.za lyn.collie@t-systems.co.za
+27(83)3045767 +27(83)6017554

6. Marthie Cromhout Mobile: +64 22 165 7357 5
REFERENCES
Anette Erasmus, Direct Manager Lyn Collie, Colleague – System support
Anette.erasmus@t-systems.co.za lyn.collie@t-systems.co.za
+27(83)3045767 +27(83)6017554