Renaldo Vilonel
Berwick,Australia
Summary
Dynamic Service Delivery Manager at Phocas Software with a proven track record in enhancing service quality and reducing costs through effective project management and stakeholder engagement. Adept at coaching teams and implementing robust ETL processes, I thrive on fostering cross-functional collaboration to drive continuous improvement and achieve exceptional results.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
Phocas Software
Melbourne, Australia
10.2022 - Current
- Monitored performance metrics and conducted regular reviews to identify areas for improvement
- Implemented continuous improvement processes to reduce costs and improve service quality
- Provided technical guidance and training to the team members on new tools or technologies used in the organization's services
- Established relationships with external stakeholders to support service delivery operations
- Coordinated with cross-functional teams to ensure timely and successful project execution
- Oversaw daily operations of service delivery team, enhancing productivity and efficiency
- Collaborated with internal teams to develop best practices for service delivery processes
- Monitored team performance, identified areas for improvement, and provided feedback and coaching.
- Managed service delivery expectations
- Resolved escalated customer issues in a timely manner according to established procedures
Senior Consultant
Phocas Software
Melbourne, Australia
11.2018 - 09.2022
- Designed, developed and implemented ETL processes for data integration from multiple sources
- Collaborated with cross-functional teams across departments such as sales, marketing, finance
- Collected business intelligence data from industry reports, public information or purchased sources
- Created and designed business intelligence databases, spreadsheets or outputs
- Provided technical assistance for ETL development, including coding, testing and debugging
- Migrated existing legacy applications from various sources into a single platform via ETL processes
- Worked closely with stakeholders and subject matter experts to understand their reporting needs
- Implemented best practices for creating robust and scalable ETL pipelines using SQL and NoSQL databases
- Mentored junior colleagues, improving team proficiency
Senior Solutions Consultant
Cura Software
Melbourne, Australia
07.2018 - 10.2018
- Cultivated lasting relationships with clients to identify upselling opportunities
- Executed preparation of migrated datasets through meticulous ETL management
- Engaged in requirements gathering and methodology development to meet client needs
- Served as the intermediary for technical teams and business stakeholders, fostering effective communication
- Performed in-depth technical and business evaluations to guide project direction
- Delivered targeted training sessions improving user experience
- Defined deliverable expectations and ensured successful project completion
- Provided mentorship and assistance to junior colleagues, enhancing their capabilities
Solutions Manager
Cura Software
Cape Town, South Africa
06.2014 - 06.2018
- Assigned and reviewed work of IT project managers, systems analysts and developers.
- Established strong relationships with clients through providing superior customer service experience.
- Provided technical support for customers with issues related to software products and services.
- Met with stakeholders to collaborate and resolve problems.
- Coordinated with cross-functional teams to ensure successful implementation of projects.
- Coordinated tasks with business and technology units to keep deliveries and milestones on schedule.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed and maintained a portfolio of key accounts, fostering long-term relationships.
Report Writer
Micromine
Johannesburg, South Africa
02.2012 - 05.2014
- Assessed the effectiveness and accuracy of new data sources and data gathering techniques.
- Generated ad-hoc reports based on specific user requests.
- Provided end-user support on Crystal Reports related issues such as report design, formatting and viewing options.
- Developed and implemented Crystal Reports to automate the generation of summary reports for management review.
- Optimized queries by analyzing query plans using SQL profiler tool.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Wrote and submitted reports on industry trends, prompting managers to develop business plans.
Report Writer/Consultant
Cura Software
Johannesburg, South Africa
04.2011 - 01.2012
- Developed and delivered comprehensive Crystal Reports for Internal Audit module
- Advised on GRC methodologies, executing the implementation of Cura Software solutions
- Converted business requirements into technical specifications
- Created report templates for management and executive level stakeholders in SSRS.
- Tested and debugged stored procedures, functions, views and triggers in T-SQL.
- Liaised with business leaders to foster timely resolution of client challenges.
Report Writer
Anglo Gold Ashanti
Fochville, South Africa
03.2008 - 03.2011
- Developed SSRS and Crystal Reports for Meditech healthcare application, improving data accessibility and analysis.
- Delivered extensive assistance for Meditech, maintaining uninterrupted functionality for numerous users.
- Served as the main communication conduit between Anglo Gold and BCX, ensuring seamless IT service provision.
- Created software solution with VB.Net and ASP.Net used by physicians for data analysis.
Field Engineer
NetConnect
Cape Town, South Africa
05.2006 - 04.2008
- Managed IT infrastructure for renowned corporate clients such as Canal Walk, Toyota, and 7-Eleven.
- Conducted thorough on-site server maintenance to maintain peak performance of Domain Controllers and Exchange Servers.
- Participated in on-call shifts for holidays and weekends in case of system or network-related emergencies.
- Maintained documentation on configurations and maintenance using component labeling and technical diagrams.
- Assisted with the installation, configuration, and troubleshooting of networking equipment such as routers, switches, hubs.
- Upgraded existing systems with new releases of operating systems and applications.
- Troubleshot and resolved server hardware and software issues.
- Configured user accounts, permissions, and access rights.
Site Manager
TSS MS
Bloemfontein, South Africa
07.2005 - 04.2006
- Spearheaded a major project to upgrade the Department of Justice's technology infrastructure across South Africa.
- Managed migration projects tailored to specific sites ensuring smooth transitions.
- Led a skilled team of technicians at various sites, enhancing teamwork.
- Managed departmental downtime, reducing operational interruptions.
- Tailored infrastructure blueprints to align with each site's specifications.
- Managed installation and configuration of servers per company standards.
- Ensured meticulous documentation and achieved departmental signoffs for compliance with project specifications.
- Accelerated Internet upgrades at DOJ sites by utilizing high-level telecom connections.
Education
Diploma in IT - Business Applications
University of South Africa
South Africa03.2010
High School Diploma -
Hennenman High
South Africa12.2003
Skills
- Coaching and mentoring
- Leadership
- Performance evaluations
- Decision-making
- Cross-functional teamwork
- Resource allocation
- Key performance indicators
- Stakeholder engagement
- Communication
- Empathy and Understanding
- Delegation
- Conflict Management
- Project Management
- ERP System Acumen
- Business Analysis
- Commercial Proficiency
- Project management
- Data analysis
- ETL processes
- Customer relationship management
- Complex Problem-solving
Personal Information
- Visa: Citizen
- Date of Birth: 01/05/85
- Nationality: Australian South African
- Driving License: Full
Certification
Certificate | Mining for Non-Miners
Training Certificates: January 2009
- Business Etiquette – Communicating in today’s workplace
- Change Management
- Microsoft Word Fundamentals
- Microsoft Project Fundamentals
- Financial Management – Budgeting Essentials
Microsoft Certificate – Implement and maintain SSRS 2005 June 2008
ICDL International Computer Driving License November 2007
Languages
English
Native/ Bilingual
Afrikaans
Native/ Bilingual
References
- Tarun Grandhi, Cura Software (Australia), TarunG@CuraSoftware.com, +61 491-610-070
- Muhammed Bhamjee, Cura Software (South Africa), muhammed.bhamjee@gmail.com, +27 72-842-3284
- Chris Higgins, Micromine (Australia branch), chiggins@micromine.com, 04-2211-1001
- Sello Khame, AngloGold Ashanti Health, Skhame@anglogoldashanti.com, +27 18-700-1043
Timeline
Service Delivery Manager
Phocas Software
10.2022 - Current
Senior Consultant
Phocas Software
11.2018 - 09.2022
Senior Solutions Consultant
Cura Software
07.2018 - 10.2018
Solutions Manager
Cura Software
06.2014 - 06.2018
Report Writer
Micromine
02.2012 - 05.2014
Report Writer/Consultant
Cura Software
04.2011 - 01.2012
Report Writer
Anglo Gold Ashanti
03.2008 - 03.2011
Field Engineer
NetConnect
05.2006 - 04.2008
Site Manager
TSS MS
07.2005 - 04.2006
Diploma in IT - Business Applications
University of South Africa
High School Diploma -
Hennenman High
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