Timothy Gregory Fredricks
Business Analyst (Jnr)
Johannesburg
Summary
Dynamic individual with hands-on experience in Business Analysis, Technical Support and various other roles with talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
12
12
years of professional experience
4
4
Certifications
1
1
Language
Work History
Jnr Business Analyst (Current)
Astute Financial Services Exchange
10.2019 - Current
- Business Analyst (JNR) - June 2023 – Present Operations and Integrations Space
- Troubleshoots tickets and cases logged for analysis and investigation on all products and services
- Facilitates technical workshops for new software platform providers integrating with Astute
- Facilitates technical workshops for new content providers integrating with Astute
- Full testing life cycle for newly integrating clients
- Oversees new integrations from initiation to delivery
- Performs regression and functional testing during deployments
- Updates integration technical documentation
- Conducts Postman API testing
- Participates in enhancement projects for major services, including:
- Elicitation of requirements
- Drafting business requirement specifications, use cases, and test cases
- Managing the project lifecycle through SDLC to delivery
- Updates business requirements specifications
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
Technical Support Specialist
Astute Financial Services Exchange
08.2022 - 06.2023
- Acted as liaison between the Operations and Integrations Team and Service Desk to evaluate complex problems, identify root causes, and derive solutions
- Collaborated with the Business Analysis team for regression testing and releases, creating business use cases
- Conducted business analysis on changes and enhancements
- Managed and participated in operational workshops and forums
- Supported developers and Service Desk agents with system administration, release management, and configuration
- Maintained system and process communication with clients
- Identified and implemented opportunities to improve service quality, compliance, and productivity
- Assessed the impact of changes and analysed/documented change requirements
- Planned, elicited, and documented requirements for enhancements or changes
- Created user stories, test cases, and scenarios for QA, UAT, and production testing
- Conducted pre-production and post-production testing, liaising with Service Desk teams for any queries
Service Desk Agent
Astute Financial Services Exchange
12.2021 - 07.2022
- Handled inbound and outbound calls per predetermined schedules and online customer requests
- Guided customers through the service process telephonically
- Finalized calls at the point of contact, escalating unresolved queries to 2nd line support or management
- Demonstrated excellent knowledge of Astute products, services, claims processes, and retention criteria
- Identified trends and opportunities for improvement or new products/services, escalating them to the Client Support Manager
- Reported all incidents following ITIL standards and processes
Team Leader – Service Desk
Astute Financial Services Exchange
11.2020 - 11.2021
- Managed a team of Service Desk Agents, ensuring daily effectiveness of service provisions and meeting targets
Service Desk Consultant
Astute Financial Services Exchange
10.2019 - 11.2020
- Handled inbound and outbound calls, guiding customers through the service process
- Finalized calls at the point of contact, escalating unresolved queries as necessary
- Maintained professionalism in strict adherence to Astute values and standards
- Demonstrated extensive knowledge of Astute products and processes, offering exceptional service
- Identified and escalated trends and opportunities for improvement or new services
- Reported incidents following ITIL standards and processes
Client Specialist
Safrican Insurance Company
08.2018 - 10.2019
- Was responsible for customer relations including providing technical and product support, helping customers with product setup and recording all customer complaints, comments and requests
Personal Lines Underwriter
Quicksure Underwriting Managers
07.2017 - 02.2018
- Identified business opportunities with new clients and generated additional businesses with existing clients
- Evaluated risks and developed appropriate mitigation procedures
- Adhered to company underwriting guidelines and procedures
- Negotiated business terms and conditions with clients when required
- Analyzed underwriting issues and developed resolution plans
- Assisted in promoting products and services to customers
- Explained to customers about company products and services and their benefits
- Understood customer business needs and recommended appropriate products
- Assisted in the development of business strategies to achieve company goals
- Identified business problem areas and proposed corrective actions
- Escalated complex business issues to the manager for resolution
Broker Consultant
Santam Insurance
09.2016 - 12.2016
- Provided a quality service to brokers while identifying opportunities to secure new business or support retention
- Processed cases, dealt with queries and investigated and resolved customer problems
- Ensured continuous enforcement of new and existing marketing strategies through brokers/external partner relationships
- Ensured brokers/external partners were continuously up to date with regards to training, products and processes in order to drive sales and ensure adherence to business and statutory requirements
- Ensured the 1Life distribution operating model delivers contracted services to new and existing Brokers/External Partners
- Enhanced Broker/External Partner relationships through continuous motivational sales support and recognition
Samsung Signature Service & DSTV Consultant
BlingStallation
07.2015 - 04.2016
- Obtained client information by answering calls and questioning clients using scripted questions related to the installation/job
- Processed service job cards and advised the client on when his/her service was scheduled
- Did day to day reporting
- Handled conflict
- Cancelled vouchers
- Booked service requests
- Printed warranty certificates
- Assisted and emailed national job cards to national managers
Client Service Consultant
Santam Insurance
03.2013 - 09.2014
- Brokered services in the admin department
- Serviced brokers via email on the Avaya system
- Attended to amendment requests that brokers sent in regard to add Ons, cancellations, and acceptance of policies
- Was the backup for getting quotes as well as calls
- Answered 70 mails and 52 calls per day
Education
Certificate Program in Business Analysis -
Faculty Training Institute
01.2024 - 06.2024
Matriculated -
Chris J Botha Secondary School
Entry Certification in Business Analysis (ECBA) - Business Analysis
International Institute of Business Analysis
South Africa 04.2001 -
No Degree - Business Analysis
IIBA Member
South Africa 04.2001 -
Skills
- MS Excel Pivot Tables
- MS PowerPoint
- MS Word
- MS Excel
- MS Outlook
- SQL Enquiring
- Mitel Telephony
- CRM Ticketing Dynamics
- SOAP UI
- Postman
- Draw IO
- Visio
- Operations Management
- Mind maps
- API
- SDLC
- Problem Solving
- Problem-solving
- Requirements gathering
- Analytical thinking
- Business process improvement
- Data analysis
- Decision-making
- Stakeholder management
- SQL proficiency
- Workflow Analysis
- Software development life cycle
- Team collaboration
- Customer needs assessment
- User acceptance testing
- Quality assurance
- Time management
- Operations analysis
- Test case scenarios
- Pivot tables
- CRM systems
- Attention to detail
- Product management
- Business process modeling
- Systems analysis
- Operational reporting
- IIBA methodologies
- Strategic thinking
- Client relationship management
- Verbal and written communication
- Agile methodologies
- Functional specifications
- Stakeholder engagement
- Change management
- Business analysis
- SQL and databases
- Requirements analysis
- Problem-solving abilities
- Business requirements
- Documentation
- Effective communication
Awards
- MD Choice Award Winner (Astute, The Financial Services Exchange - 2022)
- Service Desk Agent of the Year (Astute, The Financial Services Exchange - 2022)
- Service Desk Agent of the Year (Astute, The Financial Services Exchange - 2021)
- Runner Up – Employee of the Year (Astute, The Financial Services Exchange – 2023)
Personal Information
- ID Number: 8710215047081
- Notice Period: 1 Calendar Month
Accomplishments
- Client Integration- Worked in close collaboration with clients, to ensure their integrations were succeful.
- Successfully integrated 7 major Software Platform Providers and Content Providers in the last 7 months.
Certification
CPBA - Certificate Program in Business Analysis
Timeline
ECBA - Entry Certification in Business Analysis
05-2025
CPBA - Certificate Program in Business Analysis
01-2024
Certificate Program in Business Analysis -
Faculty Training Institute
01.2024 - 06.2024
Technical Support Specialist
Astute Financial Services Exchange
08.2022 - 06.2023
Service Desk Analyst Certification
03-2022
Service Desk Agent
Astute Financial Services Exchange
12.2021 - 07.2022
ITIL 4 Certification
05-2021
Team Leader – Service Desk
Astute Financial Services Exchange
11.2020 - 11.2021
Jnr Business Analyst (Current)
Astute Financial Services Exchange
10.2019 - Current
Service Desk Consultant
Astute Financial Services Exchange
10.2019 - 11.2020
Client Specialist
Safrican Insurance Company
08.2018 - 10.2019
Personal Lines Underwriter
Quicksure Underwriting Managers
07.2017 - 02.2018
Broker Consultant
Santam Insurance
09.2016 - 12.2016
Samsung Signature Service & DSTV Consultant
BlingStallation
07.2015 - 04.2016
Client Service Consultant
Santam Insurance
03.2013 - 09.2014
Entry Certification in Business Analysis (ECBA) - Business Analysis
International Institute of Business Analysis
04.2001 -
No Degree - Business Analysis
IIBA Member
04.2001 -
Matriculated -
Chris J Botha Secondary School
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