Highlights:- Led major incident and escalation management for global CargoWise customers, including triage and criticality evaluation using PAVE, ensuring rapid and structured resolution of high-impact issues. - Resolved complex connectivity, configuration, and integration issues, leveraging SQL queries, XML analysis, and Postman message delivery to diagnose and fix customer-critical problems. - Owned full UAT/QA cycles for new features and enhancements, including test strategy, test case design, regression testing, and evidence documentation across multiple platforms such as Salesforce and Azure. - Documented processes and wrote requirements/specifications, collaborating closely with development teams to improve product stability and user experience. - Mentored and coached technical teams, conducting performance appraisals, leading daily stand-ups, and developing staff capability across product and technical domains. - Managed large-scale IT infrastructure environments, including network monitoring, server support, Active Directory migrations, Exchange administration, and national network security implementations. - Delivered successful software implementations and client engagements, serving as the main point of contact for IT-related requests and training both staff and clients on new systems. - Drove operational improvements through trend analysis and reporting, strengthening incident prevention and service quality across enterprise environments.

Skills:Product Support, Troubleshooting, UAT/QA, Regression Testing, Test Cases, SQL, XML, Incident Management, Escalations

Goal:To grow as a senior Product Specialist who drives product quality, customer success, and technical excellence across global environments. I aim to deepen my expertise in incident management, integration analysis, and UAT/QA, while contributing to product improvements through structured troubleshooting, clear requirements documentation, and strong cross-team collaboration. I seek opportunities to mentor others, influence product direction through data-driven insights, and help customers achieve stability and efficiency by resolving complex configuration, connectivity, and workflow challenges.

Certification:Programme in Business Management (SAIM) CargoWise Certified Professional

Global Product Support 03/2019 - current
WiseTech Global, Katy, Texas United States
Industry: IT
Product Specialist with strong incident leadership and technical troubleshooting skills, supporting global CargoWise customers. Experienced in UAT/QA, XML and integration analysis, SQL-based validation, and Postman testing. Skilled in documenting requirements, collaborating with development teams, and guiding daily stand-ups while mentoring team members.
• Resolve complex product, configuration, and connectivity issues for global CargoWise customers. • Lead major incident management, triage, and escalations using PAVE prioritization. • Perform UAT/QA for new features and enhancements. • Analyze XML messages for carrier integrations; use Postman for message delivery. • Write and execute SQL queries for troubleshooting and data validation. • Document processes, create requirements, and collaborate with development teams. • Mentor team members and lead daily stand-ups.--
Network Monitoring (Temporary) 05/2012 - 05/2012
MIS Velocity, Johannesburg, Gauteng South Africa
Industry: IT
IT Support professional experienced in network monitoring, patch and antivirus management, and event log analysis. Skilled in resolving client issues, maintaining secure and stable environments, and ensuring reliable system performance through proactive monitoring and structured troubleshooting.
Network monitoring, patch management, antivirus management Event log monitoring and client support--
Implementation Manager / Software Tester 06/2012 - 02/2019
MiX Telematics, Johannesburg, Gauteng South Africa
Industry: Transport
Experienced Implementation Manager and Software Tester skilled in delivering complex software solutions, leading client engagements, and driving quality across the full lifecycle. Strong in process documentation, cross-team coordination, and full testing ownership, with technical strengths in SQL, Azure, Salesforce integrations, and connectivity troubleshooting. Known for clear communication, structured problem-solving, and reliable delivery in Agile/Scrum environments.
Implementation Manager Project management and client engagement Documented as-is/to-be processes Main point of contact for IT-related requests Staff and client training Software implementation and enhancements Connectivity and configuration troubleshooting Jira for Scrum adherence Software Tester Full testing lifecycle ownership Test strategy, test case design, execution, and regression testing SQL queries and Azure administration Salesforce end-to-end and integration testing Test evidence documentation Daily stand-ups and cross-team collaboration--
Senior Systems Engineer 04/2010 - 03/2012
KISS Technologies, Johannesburg, Gauteng South Africa
Industry: IT
Experienced IT leader skilled in infrastructure planning, upgrades, and maintenance, with a strong focus on system reliability and operational continuity. Adept at staff performance monitoring, team leadership, and driving accountability across technical teams. Proven ability to manage incident resolution and escalations, supported by structured trend analysis and reporting to prevent recurrence and improve service quality. Competent in staff training and mobile device management, ensuring secure, efficient, and well-supported user environments
Infrastructure planning, upgrades, and maintenance Staff performance monitoring and leadership Incident resolution and escalation management Trend analysis and reporting Staff training and mobile device management--
Infrastructure Manager (South Africa) 04/2008 - 03/2010
Kuehne & Nagel, Johannesburg, Gauteng South Africa
Industry: Freight Forwarder
IT leader experienced in infrastructure planning, upgrades, and maintenance, with a focus on system reliability and operational continuity. Skilled in staff performance monitoring, team leadership, and managing incident resolution and escalations. Strong in trend analysis and reporting to drive service improvements, supported by expertise in staff training and mobile device management
Infrastructure planning, upgrades, and maintenance Staff performance monitoring and leadership Incident resolution and escalation management Trend analysis and reporting Staff training and mobile device management--
IT Manager 03/2006 - 03/2008
Intellichain (PTY) Ltd, Johannesburg, Gauteng South Africa
Industry: IT
IT professional experienced in network monitoring across WAN/LAN environments, SQL-based reporting, and structured change control and configuration management. Skilled in supporting Exchange, Active Directory, and Terminal Server environments, with hands-on experience implementing national network security standards. Adept at vendor management and procurement, ensuring reliable service delivery and cost-effective technology operations
Network monitoring, WAN/LAN, SQL reporting Change control and configuration Exchange support, Active Directory, Terminal Servers National network security implementation Vendor management and procurement--

UNISA 01/2007 - 12/2007
, , South Africa
Degree: Professional Degree
Major:Programme in Business Management (SAIM)
The South African Institute of Management seeks to promote and advocate for world-class management standards in South Africa. The aim of this programme is to equip managers and aspiring managers with requisite management skills and competencies.

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