Herschel Singlee
Hawkes Bay
Summary
With over 15 years of experience in the IT field, I have developed strong skills in system support and team management. As a Branch Manager at an Automotive Diagnostic Sales store, I honed my managerial abilities while also providing in-house technical support. Prior to that, I spent 12 years at the South African Traffic Department, leading teams and providing IT support for the eNaTIS system and Live Capturing Eye Test units used in driver license renewals in the Western Cape. These experiences have shaped me into a reliable team player and leader, emphasizing the values of hard work and integrity. I have a natural inclination to go the extra mile to ensure the job is done right and thrive in adapting to new environments and challenges. Skilled Branch Manager with demonstrated success in coordinating team and financial activities. Friendly and adaptable professional with remarkable leadership and program management skills.
Overview
16
16
years of professional experience
Work History
Branch Manager & Technical Support
New Source Imports
01.2021 - 11.2023
- In my role as a technical professional and branch manager, I really thrived when it came to customer support, machine repair, and account management
- I focused on achieving operational excellence and promoting business growth
- Technical Support and Maintenance: I created standard operating procedures (SOPs) for software updates, Wi-Fi printing, and email client installations on diagnostic machines
- I offered remote support to customers who might not be very tech-savvy and handled daily customer assistance
- My job also involved repairing diagnostic machines, which included tasks like replacing touch screen panels and internal batteries, and installing software updates
- Account Management: I managed reseller accounts, kept them informed about new products and stock replenishments, and built strong relationships to help the business grow
- Branch Management: I oversaw daily operations, mentored a team of professionals, and worked towards achieving branch targets
- I constantly looked for opportunities to improve processes, develop employees, and grow the business
- Building and nurturing relationships with clients was also a big part of my job, leading to increased business opportunities and revenue growth
- Operational Excellence: I successfully drove operational excellence in our branch, which led to my promotion to Branch Manager in July 2023
- This achievement shows my ability to improve processes and boost team performance
- Customer Satisfaction: I provided exceptional technical support and customer service, which significantly increased customer satisfaction
- Efficiently assisting customers and resolving their issues quickly is a major highlight of my career
- Business Growth: I effectively managed reseller accounts and built strong relationships, contributing to significant business growth
- My interpersonal skills and strategic planning played a key role in creating new business opportunities and increasing revenue
IT Field Support Technician
8Cor
11.2018 - 01.2021
- As a Field Support Technician at the Western Cape Traffic Departments, I responded to an average of 10 maintenance calls a day & juggled administrative duties, and tackled hardware, software, and networking issues
- The role had me traveling quite a bit, submitting tenders, and ensuring the smooth operation of the Live Capturing Units in the region
- Maintenance and Administration: I managed daily maintenance calls following set Service Level Agreements (SLAs), handled administrative duties, ordered necessary hardware and software items, and deployed new equipment at various sites
- Technical Troubleshooting: I tackled troubleshooting, software (Windows, eNaTIS, Live Capturing Unit, HP Drivers), hardware (HP PCs & Printers), and networking issues (Cisco Routers, HP Switches, Krone Patch Panels & Cables)
- This also included repairing network points and reimaging PCs to fix operating system problems
- Travel and Tender Submissions: I travelled to various sites in the Western Cape (South Africa) to attend to maintenance calls and occasionally completed tender submission documents on the Central Supplier Database website and various local municipal tender websites
- Efficient Maintenance Management: I successfully managed daily maintenance calls according to set Service Level Agreements (SLAs), ensuring everything ran smoothly and customers were highly satisfied
- Technical Proficiency: I demonstrated strong technical skills in troubleshooting software, hardware, and networking issues
- This led to reduced downtime and improved system performance
- Tender Submissions: I effectively completed documents for tender submission on various platforms, contributing to the procurement of essential resources and services for the department
- Streamlined operations by implementing and maintaining inventory tracking systems for IT equipment.
- Developed detailed documentation for IT processes and procedures, improving overall departmental organization and communication.
- Improved system performance by troubleshooting and resolving hardware, software, and network issues.
- Enhanced customer satisfaction by providing timely and efficient technical support for various IT-related problems.
- Provided a high level of customer service by consistently resolving technical issues within established timeframes, resulting in positive feedback and increased client loyalty.
- Collaborated with team members to develop and implement IT infrastructure upgrades, ensuring optimal functionality.
Digital Technician/RFID H.O.D
International Trimmings & Labels
11.2017 - 10.2018
- As the head of the RFID printing & encoding bureau, I led a team of 9 staff members across two shifts
- My responsibilities included troubleshooting Zebra printers, Trotec Laser engravers/cutters, and Roland vinyl printer & cutter
- I also created standard operating procedures (SOPs) for RFID and printers/encoders used within the company and trained new employees
- On top of that, I managed stock levels of RFID labels, handled the purchasing of necessary hardware and software, vetted resumes for recruitment, and ensured smooth workflow and on-time delivery to customers according to SLA agreements
- Technical Troubleshooting: I handled troubleshooting for thermal transfer Zebra printers, Trotec Laser, and Roland vinyl printer & cutter
- Team Management and Training: I managed a team of 9 staff members across two shifts (day and night), and took charge of training new employees in the department
- Operational Management: I created Standard Operating Procedures (SOPs) for RFID and printers/encoders used within the company
- I also managed stock levels of RFID labels, purchased necessary hardware and software, and ensured smooth workflow and on-time delivery to customers according to SLA agreements
- Operational Efficiency: I successfully created Standard Operating Procedures (SOPs) for RFID and printers/encoders used within the company, which improved operational efficiency and standardization across all international branches
- Team Leadership: I effectively managed a team of 9 staff members across two shifts, ensuring smooth workflow and on-time delivery to customers according to SLA agreements
- This highlights my leadership and project management skills
- Inventory Management: I successfully managed stock levels of RFID labels imported from France, showcasing my ability in inventory management and international logistics
- Contributed to a positive work environment by providing constructive feedback and actively participating in team discussions.
- Conducted quality control checks on digital assets, ensuring adherence to client specifications and standards.
- Reduced equipment downtime with regular maintenance checks and timely repairs.
- Trained team members on the proper use of digital equipment, increasing overall productivity.
- Enhanced digital workflow efficiency by implementing new software tools and processes.
- Provided technical support, troubleshooting hardware and software issues to minimize disruptions in daily operations.
Senior IT Field Support Engineer
Imvusa Trading
10.2007 - 10.2017
- As a Field Support Engineer at the Western Cape Traffic Departments, I had a vital role in maintaining and installing the eNaTIS & LCU (Live Capturing Unit)
- My responsibilities ranged from handling daily maintenance calls of about 10+ calls and performing administrative duties to troubleshooting software, hardware, and networking issues
- I also took care of toner sales, trained new employees, and conducted site visits and audits for hardware installation
- Maintenance and Installation: I managed daily maintenance calls, ensured compliance with set SLAs, and took care of installing and maintaining eNaTIS & LCU (Live Capturing Unit) throughout the Western Cape
- Technical Troubleshooting: I troubleshot software issues (Windows, eNaTIS, Live Capturing Unit, HP Drivers), hardware problems (HP PCs & Printers), and networking issues (Cisco Routers, HP Switches, Krone Patch Panels & Cables)
- Team Management and Training: I managed and allocated maintenance calls to team members at the Cape Town & George offices, trained new employees, and conducted site visits and audits to prepare for installing or upgrading sites with new hardware equipment
- Operational Efficiency: I successfully managed daily maintenance calls and performed administrative duties, ensuring smooth operations and high customer satisfaction
- Technical Proficiency: I demonstrated strong technical skills in troubleshooting software, hardware, and networking issues, which led to reduced downtime and improved system performance
- Team Leadership: I effectively trained new employees and managed a team across different offices, showcasing my leadership and project management skills
- The role required extensive travel across the Western Cape, highlighting my commitment and adaptability
- Promoted a positive work environment within the team, sharing knowledge and assisting colleagues as needed.
- Improved customer satisfaction ratings by consistently delivering timely and efficient on-site technical assistance.
- Boosted company reputation for quality support by maintaining up-to-date knowledge of industry trends, products, and best practices.
- Enhanced team productivity with thorough documentation of service calls, repairs, and recommendations for future actions.
- Expedited issue resolution by diligently identifying root causes and implementing appropriate corrective measures.
- Increased equipment uptime by providing swift and effective troubleshooting and maintenance support in the field.
- Maximized resource utilization within the team by effectively managing work schedules and prioritizing support tasks based on urgency.
- Walked clients and internal staff through troubleshooting steps to resolve common software issues.
- Collaborated closely with engineering teams to provide feedback on product design improvements based on field observations.
Education
Windows Server 2016 - Implementing Group Policy
LinkedIn
Online05.2024
Windows Server 2012 R2 - Configure and Manage Active Directory
LinkedIn
Online05.2024
Essential Lessons for First Time Managers -
LinkedIn
Cape Town, South Africa05.2024
IT Service Desk Service Management -
LinkedIn
Online05.2024
Microsoft Office 365 Admin -
Udemy
Online05.2024
Microsoft Azure AZ-900 Fundamentals -
Udemy
Online11.2023
CompTIA A -
Torque IT
Cape Town, South Africa04.2016
Skills for Effective Managers -
Corporate, Business & Management
Cape Town, South Africa02.2010
Step by Step, Business Focused Guide to Project Management -
Corporate, Business & Management
Online02.2010
High School Education - Gr.10
Rylands High
Cape Town, South Africa12.1998
Skills
- Creating SOP's
- Microsoft Windows
- Microsoft Office
- PC Hardware
- MS Office 365 Admin
- MS Azure
- MS Active Directory
- Branch Operations Management
- Customer Relationships
- Excellent Time Management Skills
- Team Supervision
- Team Player
- Strong Interpersonal Skills
- Staff Management
- Staff Training
- Friendly
- CRM
Hobbies and Interests
- DJ-ing
- Learning about new technology
- Cars
- 3D Printing
Timeline
Branch Manager & Technical Support
New Source Imports
01.2021 - 11.2023
IT Field Support Technician
8Cor
11.2018 - 01.2021
Digital Technician/RFID H.O.D
International Trimmings & Labels
11.2017 - 10.2018
Senior IT Field Support Engineer
Imvusa Trading
10.2007 - 10.2017
Windows Server 2016 - Implementing Group Policy
LinkedIn
Windows Server 2012 R2 - Configure and Manage Active Directory
LinkedIn
Essential Lessons for First Time Managers -
LinkedIn
IT Service Desk Service Management -
LinkedIn
Microsoft Office 365 Admin -
Udemy
Microsoft Azure AZ-900 Fundamentals -
Udemy
CompTIA A -
Torque IT
Skills for Effective Managers -
Corporate, Business & Management
Step by Step, Business Focused Guide to Project Management -
Corporate, Business & Management
High School Education - Gr.10
Rylands High
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