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CV MJM Cromhout2

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Marthie Cromhout
Marthie Cromhout

Marthie Cromhout is a senior Business Process Analyst with over 18 years of experience in business process improvement in the ICT industry. She has a proven track record of improving efficiency through process optimization, which has resulted in improved employee morale, reduced costs, and successful project transitions. Her skills include process analysis, improvement, reengineering, stakeholder engagement, and project management. She holds several professional certifications and has extensive experience managing IT service desks and leading process improvement initiatives.

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Email: Cromhout.m@gmail.com Mobile: +64 22 165 7357 | 1 Marthie Cromhout ¨C 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
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 ¨C Managed Services Duration: October 2008 ¨C 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 ¨C 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
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 ¨C Managed Services Duration: June 1997 ¨C 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 ¨C 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
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
Marthie Cromhout Mobile: +64 22 165 7357 5 REFERENCES Anette Erasmus, Direct Manager Lyn Collie, Colleague ¨C System support Anette.erasmus@t-systems.co.za lyn.collie@t-systems.co.za +27(83)3045767 +27(83)6017554
Marthie Cromhout Mobile: +64 22 165 7357 5 REFERENCES Anette Erasmus, Direct Manager Lyn Collie, Colleague ¨C System support Anette.erasmus@t-systems.co.za lyn.collie@t-systems.co.za +27(83)3045767 +27(83)6017554

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CV MJM Cromhout2

  • 1. Email: Cromhout.m@gmail.com Mobile: +64 22 165 7357 | 1 Marthie Cromhout ¨C 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 ¨C Managed Services Duration: October 2008 ¨C 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 ¨C 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 ¨C Managed Services Duration: June 1997 ¨C 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 ¨C 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 ¨C 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 ¨C System support Anette.erasmus@t-systems.co.za lyn.collie@t-systems.co.za +27(83)3045767 +27(83)6017554