1. M--- Male
Married
One dependent
Code 08 Driver
English first language
Afrikaans second language
W O R K E X P E R I E N C E
Position IT Technical Project ManagerSystem Administrator (Service Now and Sharepoint)
Company RCS
Period 01 April 2016 – Current
Responsibilities
1: Responsibilities
 Co-ordinate project to accomplish the project objectives (delivery on time, within budget
and as per requirements) and the project sponsor and business owner’s expectations. This
might involve the management of multiple projects within medium to high complexity
 Responsible for facilitating the delivery of the full project scope by following the Strategic
Project Office methodology
 Pre-Project phase - Assist the relevant manger (if required) in the pre-project phase to
determine high level scope, preferred solution options and cost / benefit analysis; and to
ensure that there is an aligned understanding across the key stakeholders
 Project initiation
 Project Kick-off
 Project definition document
 Project plan (and budget)
 Project resources contracted
 Stakeholder analysis
 Project execution and control (manage delivery of deliverables as per plan)
 Analysis
 Design
 Build
 Test
 Implementation as per agreed scope
Implementation approach supported by detailed plans
Implementation, training and support as per plan
 Project closure
Post implementation review
Handover/ support documentation
 Assess and advise on an ongoing basis how the Strategic Project Office methodology should
be enhanced based on specific project feedback
 Promote the methodology through the RCS group Business Transition Management, i.e.
ensure that business change as a result of the relevant project(s) is managed in such a way
that the disruption to the business is kept to a minimum. Facilitated by the following:
 Stakeholder analysis
 Project structure and team agreed and contracted
 Communication plan
 Implementation approach incorporating activities that have direct impact on end users, e.g.
testing, training andactual implementation taking cognisance of the environment, etc.
Skill set and systems Service Now Enterprise Management Services, Microsoft Sharepoint, Project Management, System
Management and Administration
1
Ryan van Niekerk
Woodstock, Cape Town 7925
076 280 2921
Ryan20v@gmail.com

2. Position Service Management AnalystSystems Adminstrator (Service Now)
Company RCS
Period 01 Aug 2013 – Feb 2016
Responsibilities 1: Responsibilities
 Administration, Development, Documentation and Technical Support of Service Now
 Serve as an integration lead across the various ITSM, Resource, Project and Operations
modules
 Follow ITIL processes.
 Maintains in-depth knowledge of IS service offerings and business needs to ensure
recommended solutions are prescribed with the intention of increasing the efficiency and
effectiveness of those service offerings
 Test, analyze, collaborate and assists with translating business requirements into technical
requirements to ensure a smooth implementation of new enhancements, applications or
modules
 Utilizes best practices for development, conducts thorough testing, analysis, and
certification of changes to Service-now. Ensures all assigned project tasks required for the
implementation of Service-now are completed on schedule
 Adheres to Teradata change management policies and procedures, i.e. thorough testing of
changes, new applications and instance upgrades in a non-production environment prior to
being released in the production environment
 Updates & maintains a comprehensive testing protocol for Service-now instance upgrades
with the purpose of certifying all applications for use after the upgrade completes
 Logs technical support incidents, problems and requests into Service-Now. Monitors
incidents assigned to the Administrator. Provides succinct and pertinent updates to incidents
indicating acted upon resolution and communication to user. Participates in Problems and
Knowledge initiatives and other process improvements
 Provides advanced technical support to Teradata Support Teams utilizing Service-Now.
Escalates performance issues, unresolvable incidents and service interruptions to Service-
now technical support. Creates and updates incident records in Service-now’s tracking
system
 Monitors and tests for optimal system performance.
 Provide training to end users
 Liase with 3rd party support vendors
 Manage the system end to end in its entirety
Skill set and Systems Service Now system support, HTML, Glide language, ITIL Process (Service Strategy, Service Desgin,
Service Transition, Service Operations and CI), System documentation, Incident, Problem, Change
management, Project management, IT catalogues maintenance, implementations, system testing,
system training
Position Senior Service Desk Analyst Service Delivery Manager (2ICStand In)
Company RCS
Period 01 Nov 2010 – 01 Aug 2013
Responsibilities 1: Responsibilities
 Co-ordinate operational activities with 3rd Party Service Providers
 Communicate to all stakeholders
 Manage request fulfilment process to completion
 Investigate incidents by conducting 2nd line support on all queries or incidents logged for
further investigation
 Perform daily checks of environment status to proactively identify any service incidents
 Make sure the service desk log Incidents, Problems, Requests and Changes into the IT
service management tool with accurate information
 Monitor the status of all calls and service requests
 Manage and action escalated calls from Service desk
 Escalate calls to Incident Manager
 Escalate and manage callsto 2rd party vendors
SDM Stand in (2 IC)
 Manage relations with Vendors
 Implement and maintain system processes using ITIL as a guideline
 Manage Service Desk
 Manage HIGH Priority Incident
 Root Cause Analysis
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3.  Reporting on service desk incidents and performance monthly
 Hosting of morning incident daily meetings
 Hosting CAB daily meetings
 Managing IT Services to business
 Managing and implementing IT processes for service desk
Creating and maintaining an IT knowledge for Service Desk
Skill set and systems Heat Call Logging, Sharepoint Intranet, Active Batch,
ServiceNow , All platforms of windows, All PROD
systems used by RCS eg.AlphaPlus,CSM,VisionPLUS,
Active Directory etc. Beetil Call Logging
Position Technical Systems Support 2nd/3rd Line
Company TSG STA Travel (Teleperformance)
Period 01 April 2009 – 30 October 2010
Responsibilities
1: Responsibilities
 Secondthird line technical support for all centrally located BLUEe applications
 Proactive health check activities and house-keeping
 Reactive response activities in line with clearly identified priority definitions
 Change, release and upgrade activity in line and conjunction with Change and Release
Manager
 Working with Data centre hosting partner in the UK, for all logical database support
 all backup and
 Restore activity, all LAN, firewall and WAN connectivity issues (coordinating with third
party), Working with Wide Area Network (WAN) partner for connectivity between 400
locations around the world
 Support Internet links and the enterprise Virtual Private Network (co-ordinating with third
party), Counterpart for software vendors and resellers
 Responsible for ensuring the maximum availability of the system and service to the end
users, as well as responding to all incidents routed through to the TSG
Responsible for root cause and corrective action taken to prevent re-occurrence of problem, Creation
of relevant documentation
Skill set and systems SQL, Active Directory, IIS, Linux, Citrix, Terminal
Services, Java, Unix, Reddot CMS, HTML, ZXTM
Position Technical 1st Line Support
Company Sun Microsystems (Teleperformance)
Period 01 November 2007 – 31 March 2009
Responsibilities
1: Responsibilities
 System support, diagnosing problems reported on Linux and Windows Servers
 Analyzing incident then notifying customer, escalating issues, creating onsite visits for
engineers, Troubleshooting network issues, following cases till completion cases till
completion
 General 1st level Technical support
 Managing team in certain situations. Making decisions for team when management are not
available, Training of new staff members.
 First level technical support for Unix/Windows server systems experiencing problems in a
wide range of areas
 Handling a variety of system warning alarms and inbound calls from customers and
incoming alarms via email from various systems
 Providing solutions to customers’ technical queries using the databases/tools provided
 Carry out administrative tasks relating to the provision of alarm handling, e.g. compiling e-
mails, validating faults and categorizing the severity of the alarm
Ensuring that the alarms are escalated or passed to the appropriate departments
Skill set and systems Unix, Linux, Sun Solaris, Windows Servers,Citrix
Position 1st and 2nd Support
Company Adept Software
Period Jun 2007 – Nov 2007
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4. Responsibilities 1: Responsibilities
 Administrator queries
 Software support via remote access
 Customer liaison
 IT Technical Support to all clients
Skill set and systems VNC, Windows, Linux, Putty, Support of Parcel Perfect software
Position IT Technical Support(HardwareSoftware)
Company Quickeasy Software
Period November 2005 – June 2007
Responsiblities 1: Responsibilities
 Administrator work in the office
 Call centre support via phoneemailskype
 Onsite client servicing and visits as well as onsite support
 Software support and troubleshooting
 Onsite software training
 IT Support
 Networking – setup, install, support
 Webpage designing and support
 Email setup and support
 Build, Implement, InstallConfigure Linux Servers with new network setups

Skill set and systems Linux, Windows 98 – XP, Servers and desktop support, Network installations and support, Software
support 1st line to 3rd line, knowledge base kept up to date, User traning, User support, Onsite
demo’s, installations, sales, support
E D U C A T I O N
Matriculated 2000 School Attended Zonnebloem NEST High
Subjects English, Afrikaans, Mathematics, Design & Technology, Computer Studies, Science
C O U R S E S
Course Name Institute
ITIL v4 Torque IT
Service Now Systems Administrator Service Now
Operational Support and Analysis Clearspace
Consulting
Sharepoint 2013 Site Collection and Site Administrator Torque IT
Linux +
A+ World Online
Integrated Business Administrator (IBA) CMTC
R E F E R E E S
Contact person Amanda Henkel (RCS)
Relationship Manager
Phone Number 021 597 4244 Email address AmandaH@rcsgroup.co.za
Contact person Deon Louw (TSG Teleperformance)
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5. Relationship Manager
Phone Number 021 408 0590 Email address
Contact person Heinrich (Quickeasy Software)
Relationship Manager
Phone Number 086 122 5573 Email address heinrich@quickeasysoftware.com
Contact person Siraaj Khan (Sun Microsystems)
Relationship Supervisor
Phone Number 072 686 4881 Email address
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6. Relationship Manager
Phone Number 021 408 0590 Email address
Contact person Heinrich (Quickeasy Software)
Relationship Manager
Phone Number 086 122 5573 Email address heinrich@quickeasysoftware.com
Contact person Siraaj Khan (Sun Microsystems)
Relationship Supervisor
Phone Number 072 686 4881 Email address
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