Danell Oosthuizen

Technical Project Manager / Team Supervisor

• Successfully led end-to-end delivery of 50+ VoIP and contact centre migration projects, ensuring seamless transitions and zero-downtime cutovers for high-value enterprise and SMB stakeholders.
• Oversaw national and international DID provisioning and number porting operations (LNP) for enterprise-scale clients, managing a portfolio of thousands of active DIDs across global regions with zero service interruptions.
• Directed a technical support team for a cloud contact centre platform, achieving 99.9% platform uptime through proactive monitoring, rapid incident response protocols and strict SLA adherence.
• Implemented team KPIs that improved average resolution rates and reduced response times for mission-critical telephony escalations, directly enhancing customer satisfaction scores.
• Architected complex call flow designs including multi-level IVR builds, SIP trunk provisioning, and advanced queue routing strategies to optimise client communication workflows and reduce call abandonment rates.
• Analysed call quality metrics (Jitter, Latency, MOS) using specialised VoIP monitoring tools to diagnose and resolve codec and network negotiation failures, maintaining superior voice quality standards.

Software Support Specialist

• Spearheaded client onboarding and virtual training programs for biometric time & attendance systems, reducing initial user setup time by 25% through comprehensive documentation and structured training protocols.
• Coordinated with engineering teams to identify and resolve recurring software bugs, directly improving system stability and increasing stakeholder satisfaction ratings.
• Served as the primary technical liaison between end users and the development team, logging, triaging and prioritising support tickets to ensure high-severity issues were resolved within agreed SLA windows.
• Produced and maintained internal knowledge base articles, FAQs and troubleshooting guides that reduced inbound support volume by equipping users to resolve common issues independently.
• Conducted remote support sessions and product walkthroughs for newly onboarded clients, ensuring smooth adoption of the platform and high satisfaction scores at go-live.

Desktop Support Technician

• Delivered Level 1 & 2 infrastructure support across Windows and macOS environments, managing user access and security via Active Directory and Microsoft 365 for 200+ end users.
• Collaborated with Telecom departments on number porting validation and call quality troubleshooting, bridging the gap between desktop and voice operations to ensure seamless unified communications.
• Diagnosed and resolved hardware, software and connectivity issues across workstations, printers, switches and network peripherals, maintaining accurate asset and incident records in the service desk system.
• Managed user lifecycle operations including account provisioning, access control, group policy updates and offboarding procedures, ensuring compliance with company security standards.
• Assisted in the configuration and deployment of new workstations, VoIP handsets and peripheral equipment, supporting office expansions and hardware refresh cycles with minimal disruption to operations.

A+, N+, CCNA Certifications

Relevant coursework: Network Engineering (CCNA), Routing & Switching, IP Telephony Protocols, Infrastructure Security, Systems Administration.