chris maritz cv 2014

CURRICULUM VITAE

CHRIS MARITZ - 082 820 8564

SUPPORT PRACTICE MANAGER

SERVICE DELIVERY MANAGER

PRODUCTION MANAGER

SENIOR TECHNICAL ACCOUNT MANAGER

ECM/BPM SUPPORT MANAGER

ECM & BPM SPECIALIST

ECM/BPM PRODUCT SPECIALIST

PERSONAL INFORMATION

Name Chris Maritz

Identity number 7806125039084

Date of Birth 12 June 1978

Marital Status Married

Tel. Number 082 820 8564

E-mail address [email protected]

Postal Address PO Box 1258 Lonehill

Johannesburg2062

Nationality South African

Languages 1st: English (Read, write and speak)2nd: Afrikaans (Read, write and speak)

Criminal offences None

Health Excellent

PROFILE & ABILITIES

For the past 4 years I have had the great opportunity of running a business unit within Microsoft South Africa as

a Support Practice Manager.

I have been practicing Service Delivery Management for customers that were supported under Ovations,

Microsoft, IBM and Standard Bank of South Africa.

I recently had an opportunity to hone my skills within Service Delivery in the form of a Production Manager for

Standard Bank of South Africa.

I am an Information Technology Specialist, qualified Microsoft Certified Systems Engineer and FileNet product

specialist.

I have more than six years experience specializing in Electronic Content Management as well as Business

Process Management and incorporating these type Technologies for Corporate Clients in particularly financial

customers and Retail customers.

mailto:[email protected]

I’ve been working in Networking Solutions, group collaboration projects, FileNet Maintenance, 3rd Level Soft-

ware/Hardware Support of FileNet Production Servers, including FileNet Desktop Support as well as FileNet

Sales, Marketing, maintenance and Architecture. As well as managing these particular area’s as the department

manager.

QUALIFICATIONS

Certification Obtained Provider Year

MOF Foundation Certification Microsoft 2010

ITIL Foundation Certification Microsoft/Fox IT 2008

FileNet Certified Professional P8 Certified: Business Process Man-agement Administrator 1A IBM/FileNet 2006

FileNet Certified Professional P8 Certified: Content Management Administrator 1A IBM/FileNet 2006

FileNet Certified Professional P8 Certified: Content Management Solution Architect 1A IBM/FileNet 2006

FileNet Certified Professional P8 Certified: Image Management (Content Services) Solution Architect 1A IBM/FileNet 2006

FileNet Certified Professional P8 Certified: Image Management (Content Services) Technical Support 1A IBM/FileNet 2006

FileNet Certified Professional P8 Certified Image Management & Content Services Product Technical Support 2A IBM/FileNet 2006

FileNet Certified Professional Certified Administrator Panagon Content Services IBM/FileNet 2006

FileNet Certified Professional FileNet System Monitor Adminis-trator IBM/FileNet 2007

FileNet Certified Professional IBM/FileNet 2005

Microsoft Certified Systems Engineer NT4.0 Microsoft 2000

Microsoft Certified Professional + Internet Microsoft 2000

PC Engineer - Damelin Damelin 2000

A+ Damelin 2000

Chris Maritz Private and Confidential

N+ Damelin 2000

Forex Trader Forex IT international 2001

CAREER HISTORY

MICROSOFT SOUTH AFRICA

Position: Support Practice ManagerFrom Date: 01 June 2011– Current


Position: Senior Service Delivery ManagerFrom Date: 01/04/2010 – 01 June 2011

STANDARD BANK OF SOUTH AFRICA

Position: Production Manager Image and WorkFlowFrom date: 01/08/2009 – 31/03/2010

IBM SOFTWARE GROUP SOUTH AFRICA

Position: IM Brand Specialized Software Sales RepresentativeFrom date: 01/02/2009 – 31/07/2009


Position: Senior Technical Account ManagerFrom Date: 01/04/2008 – 31/01/09

OVATIONS

Position: SSO Manager and FileNet Product SpecialistFrom Date: 02/08/2004 – 31/03/2008

ECLIPSE NETWORKS

Position: Account Manager and Technical AdvisorFrom Date: 01/09/2003 – 30/07/2004

MRC

Position: ShareholderFrom Date: 01/02/2003 – to Date: 01/07/2003

C & E COMPUTERS

Position: Senior TechnicianFrom Date: 01/09/2001 – to Date: 31/01/2003

FOREX TRADER S.A HIGHVELD/ARC.4ITECH

Position: TraderFrom Date: 01/01/2001 – to Date: 31/08/2001


CURRENT EXPERIENCE SUMMARY


As a Premier Support Practice Manager I am responsible for the strategic positioning and successful deliv -ery of profitable high quality Premier Support services to Microsoft Enterprise customers. The Support Practice Manager is the only front line customer facing support manager position within the Services or -ganization responsible for the overall quality, growth, and satisfaction of a customer’s managed support relationship.

As a Support Practice Manager I must demonstrate expertise on market forces affecting our customers and generate customer insights in the Practice that drive our business forward. The ability to effectively manage cross-team collaboration with other Microsoft internal organizations and external partners is an important competency. As a Support Practice Manager I have acquired the business acumen necessary to be a change agent in driving the strategic use of Microsoft Support services with customer executives and Microsoft Leadership.

A key requirement of my role is a demonstrated ability to attract, retain, and develop high performing, motivated teams. As an SPM I am responsible for recruiting, career development, and performance man-agement of Technical Account Managers responsible for the delivery of support services that exceed cus -tomer expectations for delivery excellence and business value. I lead this team by example in articulating the business value of our support Services in a manner that is relevant to customers’ priorities.

Some of the responsibilities as a Support Practice Manager includes resource optimization, contract con-sumption, contribution margin, operational expense management, revenue for Premier, and ensuring that all legal, fiscal and personnel policies are honored.

I am currently responsible for 10 TAM’s, over 80 customers. My current Customer satisfaction score is 92%

The current size of the business I am responsible for over $7 000 000.00

This role requires strong communications skills and imaginative, bold thinking in all situations.


RECENT WORING EXPERIENCE SUMMARY


ROLE: TECHNICAL ACCOUNT MANAGER

As a Service Delivery Manager I was dispatched into the Retail sector at my own request after spending 6 years in the financial sector. My customers assigned to me are SuperGroup, EDCON as well as Investec.

I achieved great success early on at all three customers but especially SuperGroup because of their culture and willingness to accept dispensed advice which came into play when we had 24 hours to restore their system (non-Microsoft software) and we managed to deploy our own solution within 24 hours, a project that would normally take 6 weeks. These efforts were rewarded by receiving a Gold Star Award.

I also managed to restore the trust in SCOM at EDCON as the product was close to be discontinued and man-aged to change the customers perception that the product is working as designed and managed to implement the correct usage methodology which secured the future of SCOM within the customers long term roadmap.

For Investec I managed to renegotiate the Investec Premier contract and partnership with Investec Bank on the back of a very dissatisfied customer.

As a stretch commitment I took on the task of the Premier Growth Team Leader. This initiative was started from scratch and the ‘ask’ was that the team should help grow the Premier footprint in South Africa. The team was founded and one of the first initiatives was to create a Heat Team who would be tasked to evangelize our Premier offering to new customers and ultimately help grow Premier. We have had success with this initiative and assisted the SE’s in securing their Net-New targets as a direct result of the Heat Teams efforts.

RECENT WORING EXPERIENCE SUMMARY

STANDARD BANK OF SOUTH AFRICA

ROLE: PRODUCTION MANAGER & FILENET P8 JOURNEY MANAGER

I fulfilled the role of a FileNet P8 Journey Manager for Standard Bank South Africa. I assisted the bank in nega-tions with IBM on price and product as well as overall strategy regarding their Electronic Content Management & Business Process Management journey.

I was also involved with Architecture design, FileNet Product usage and fit, as well as assisting SBSA structuring the deal with IBM as the vendor to negotiate the best deal for SBSA which at the time as more than 250 million Rand.

In my role as Image and Workflow Production Manager, I was responsible for maintaining the SLA that we had with our sponsors as well as business partners. I supported business critical applications for Vehicle and Asset Fi-nance (Stannic), Home loans, StanLib, SBSA CIB, PBB Afica as well as SBSA Insurance Brokers. These critical appli-cations included systems such as; FileNet with the subsequent Workflow systems, Business Process manage-ment and custom applications that would in turn complete the entire IT offering as an end solution. This enor-mous task was made possible by managing a full complement of 18 staff whose skill ranged from FileNet Admin-istrators, Developers and SME’s. This group manages to maintain the 99.00% SLA for the above mentioned busi-ness units, and therefore this production area is known as the Image Center of Excellence which speaks to the quality of the group and their members.

IBM SOUTH AFRICA


ROLE: SSSR = SPECIALIZED SOFTWARE SALES REPRESENTATIVE FOR THE INFORMATION MAN -AGEMENT BRAND

My key focus is on the Information Brand within Software Group.My territory is focused on the Financial sector and the three core banks in South Africa; Standard Bank of South Africa, ABSA Bank and Nedbank.I am responsible to sell all components and products that make up the IM brand to our FSS customers. As part of this process I show value add for the product in question, complete RFI's as well as arrange and man-age POC's.I am involved in the entire sales lifecycle for all IM products to FSS customers. For these customers I complete account plans and work closely with the IBM Account Executives, Software Group Account Executives as well as IM Brand Managers for each of the three Banks. Within this role I am responsible to represent the IM brand and as such my challenge was to learn each of the products and the value they would present to the potential customer very quickly.


ROLE: SENIOR TECHNICAL ACCOUNT MANAGER

My responsibilities were to look after one of their biggest accounts in the form of Standard Bank of South Africa.

Part of my role as a Senior Technical Account Manager is to be the trusted advisor to my Premier Support cus-

tomers providing valuable guidance around operations and optimization of their IT infrastructure.

I was ultimately accountable for the operational health of the IT organizations I represent.

I established relationships by being the main point of contact for their success with deployed Microsoft products

and ensuring the productive use.

I worked with the senior Operations individuals and ensured their success by understanding their IT organiza-

tions' impact on overall business, their IT goals, and their pain points. I used this information along with knowl-

edge of how their products were configured, operated, and were performing, to effectively advocate for my cus-

tomers within Microsoft to all appropriate parties and provide them with the best possible solution to ongoing

IT needs.

This established a trusted long-term business relationship with my customers and I routinely highlighted the

specific value this type relationship provides.

I recommended and managed service delivery solutions to meet the customers' IT goals.

I built a recommendation and a plan and obtained agreement and commitment from my customers.

I proactively initiated, managed, and closed service delivery engagements and sales.

I regularly updated yearly plans and checked that I reconciled against on-going progress and completed work to

ensure success towards meeting our shared goals.

I assisted the customer during contract renewal, reviewing the value delivered during the life of the contract

and assisting the account team in proposing the appropriate level of contract based upon customers' plans for

the upcoming year(s) and prior historical usage.

SUCCESS AS A TAM:


During my time at SBSA the customer had not logged a single ‘Severity A’ call with the premier help desk. I be-lieve this was achieved by us as a premier team being proactive and assisting the customer in troubleshooting and fault finding before ‘Severity A’ calls were logged. To have accomplished this I had to know who the best person would be to assist with specific issues and outages therefore reducing time wastage and assisted in Pro-duction outages being handled properly. Because so few production outages were experienced and none of them being ‘Severity A’, it’s my belief that I helped grow the Microsoft Brand in stature.

I received a “VSAT” rating from both CSSR as well as the dept director Leon Gerber, Moira Bannister & Veneta Attanasova during my time onsite.

We reached the ‘Trusted Advisor’ status in a very short time due to us having worked hard to help SBSA attain their Production SLA and by receiving the VSAT rating, I soon were invited to attend meetings within SBSA that weren’t primarily focused on Microsoft products only, but provided me with an opportunity to show SBSA the true value of Premier Services.

By assisting the Production team within SBSA to reach their SLA and not being in a CRITSIT scenario we helped build the Microsoft Brand as well as killing the perception that sometimes exist around MS productsBecause of my ECM experience I often lobbied SharePoint against FileNet products within SBSA as an alternative to the IBM solutions.

We managed to fix the SharePoint production issues in a short space of time as well as identified that SBSA needed to commit more skilled resources to manage SharePoint in the Production support area. As SharePoint (implemented just before I joined SBSA as the TAM) had a lot of production outages and was perceived as not being stable enough to be used within SBSA as a solution.

We lobbied within SBSA and encouraged the user community in SBSA to use SharePoint once all the SharePoint issues were ironed out. The SharePoint awareness was ongoing by the time I had departed.

I assisted the SBSA MSSQL DBA to grow awareness of MSSQL within SBSA against big names like Oracle and DB2 and proposed MSSQL as the preferred Database to be used with all new projects in SBSA. To accomplish this it meant that I needed to build proposals, high level architecture, pricing models etc for all new projects as well as detailing what benefit MSSQL would deliver against other Databases.

On behalf of Microsoft I helped grow the Microsoft Brand and Suite of Products within SBSA (e.g. SharePoint and MSSQL.) by assisting in marketing events within SBSA

PREVIOUS WORK EXPERIENCE SUMMARY

OVATIONS - FILENET SSO MANAGER/PRODUCT MANAGER, & SPECIALIST/PROJECT MANAGER

ROLE: SSO MANAGER

My responsibilities involved strategic planning for SSO budget and future planning of the Department. As well

as being in charge of the operational side of service delivery in terms of support, successful project implementa-

tion of FileNet across all suites at all our FileNet customer base.


My team consisted out of 18 individuals whom relied on me for guidance on both technical and operational is-

sues.

Customers supported, and benefitted by SSO include:

Standard Bank SA Corporate (Project implementation & Support personal)

Retail (Project implementation & Support personal)

Mutual and Federal (Project implementation & Support personal)

Zurich SA (Project implementation & Support personal)

Zurich Isle of Man (Project implementation & Support personal)

TFD Transport (Project implementation & Support personal)

Sanlam (Support personal)

ABSA (Support personal)

Cell C (Support personal)

ROLE: FILENET PRODUCT MANAGER

As Product Manager I represented Ovations and FileNet SA in Germany and Italy on FileNet Conferences as well

as Local visits that FileNet Europe had done in SA.

I was responsible for “anything” that is FileNet related for the organization and their customers. I assisted with

annual Maintenance, Architecture reviews and keeping the customers current in terms of new FileNet Patches

and Products.

ROLE: PRODUCT SPECIALIST

Having worked on the Standard Bank Home Loans implementation of Document Management exposed me to

other systems and enterprise software solutions i.e. TeleForm, MQ, MSSQL, Veritas Backup systems, MOM,

Legato, MSAR and OSAR as well as WAN and LAN integrations with FileNet.

These experiences lead me, to not only having to understand FileNet as a product, but also understanding the

global view of all the products that interact within the enterprise. It also forced me to ‘think out of the box’ as to

better integrate the technology into the existing infrastructures, finding solutions and to delve deep into the en-

tire system; from analyzing to ‘FNOpenClient’ front end, to understanding MSSQL usage and optimization.

Following the successful implementation of FileNet and IBM Workflow products into Home Loans I went on to

provide support for Standard Bank and supported the following business units running FileNet:

Home Loans

VAF - Vehicle and Assets finance

SBIS - Standard Bank Insurance Brokers

CIB - Corporate Investment banking

DPIC - Standard Bank Dept of Imaging

I was also involved with the FileNet System Monitor Implementation for SBSA


Whilst supporting these business units we managed to maintain a 99.99% uptime on all production FileNet sys-

tems for 3 years running.

ROLE: FILENET PROJECT MANAGER/PRODUCT SPECIALIST

Zurich SA: I took over the project as Project Manager/Product Specialist from June 2007. We had to re-look at

the Architecture as well as making recommendations to the base Production system to be optimized and over-

come the Production issues they were experiencing.

One example of this was the idea to Split the MSSQL instance from the collocated FileNet servers. With this fun-

damental change we were able to service the entire country branches with sub second response times and

when I came onsite the customer was experiencing tremendous load issues in Production by which we were

able overcome by doing the split as well as other basic optimizations.

PROJECT EXPERIENCE

CLIENT NAME: OVATIONS

MANAGER SOLUTION SUPPORT AND OUTSOURCING

Date: 01/02/2007 - 31/03/2008

Servicing the following Clients: Standard Bank of South Africa Group Corporate and Retail

Zurich SA

Zurich Isle of Man

Mutual and Federal

Cell C

TFD

Sanlam

ABSA

CLIENT NAME: ZURICH INSURANCE SOUTH AFRICA

PROJECT NAME: PROJECT FISH EAGLE

Date: 01/06/2007 - 31/03/2008

Role: Project Manager, Business Analyst & Solution Architect

I took over from as Project Manager as well as Team Leader of the CTT team (support team).

The Client requested that Ovations delivered a Document Management and Workflow solution in the form on OvaFlo using FileNet technology. This project was delivered successfully.

PROJECT NAME: FILENET SYSTEM MONITOR


Date: 01/08/2006 - 01/11/2006

Role: FileNet Technical Consultant, Project Manager, Solution Designer, Solution integration

After the successful implementation of FileNet solution for Standard Bank, they requested that we find a way to better our current SLA. FileNet System Monitor was researched and I assisted in the proposal building as well as negotiation around the proposed project. Training was done on the product and we implemented the system monitoring tool with great success increas-ing our already high SLA of 99.99%.

FileNet System Monitor was implemented for the following Business Units: Home Loans

VAF - Vehicle and Assets finance

SBIS - Standard Bank Insurance Brokers

CIB/IBC - Corporate Investment banking

DPIC - Standard Bank Dept of Imaging

CLIENT NAME: STANDARD BANK HOME LOANS

PROJECT NAME: IMAGING AND DOCUMENT MANAGEMENT

Date: 09/01/2006 - 31/05/2007

Role: FileNet Technical Consultant & FileNet Product Specialist

Production Support Specialist for SBSA supporting the following business units running FileNet ECM & BMP: Home Loans Vehicle & Assets Finance Standard Bank Insurance Services DPIC Corporate Investment Banking

All these business units used FileNet, MSSQL, TeleForms, RightFax, SAN storage, MQ, WebSphere, WBI, and Fi-leNet WorkFlow on WinTel platforms. All these products was part of the production support requirements and underlying products required for the FileNet ECM & BPM Solution.

PROJECT NAME: IMAGING AND DOCUMENT MANAGEMENT

Date: 01/08/2004 - 30/12/2005

Role: FileNet Technical Consultant

The Standard Bank Home Loans Division required an Imaging solution. Ovations implemented a proof of con-cept solution (POC) at Standard Bank Home Loans Johannesburg which proved successful and Standard Bank Home Loans requested that Ovations put an operational solution into production both centrally in Johannesburg and regionally. This solution was successfully implemented and delivered on time servicing more than 2000 users with digital images and enabled Electronic Content Management and allowed for Business process management for the Home Loans business unit.


REFERENCES

References are available on request


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