GM - Enablement

• Oct 2022 - Present

General Manager - Operations and Technology (Enterprise, Wholesale and Channel)

• Apr 2019 - Nov 2022

National Operations Manager

• Dec 2018 - Apr 2019

Service Delivery Manager

• Feb 2018 - Dec 2018

Fone Dynamics is a company that specialise in OTT Telecommunications products, with a heavy focus on 13/1300/1800 inbound services and SMS. The key driver behind the product offering is to empower customers with advanced and in depth call and SMS reports, that allow the customer to analyse and understand their marketing efforts and returns.I have been employed to drive best practise methodology through the organisation by process engineering all areas of the business. My main task is to analyse all processes, with five main goals in mind drive efficiency, reduce cost and resource waste, reduce risk, increase visibility and drive optimal customer experience.I am also responsible to deliver a new ITSM system throughout the organisation to implement and enforce processes, while monitoring internal and external performance to ensure we can track performance in alignment with my 5 key goals.

Service Operations Manager

• Aug 2016 - Aug 2017

The MNF Group is a global telecommunications software and voice service provider, specialising in IP-based voice services (VoIP, SIP Trunks, Virtual PBX, cloud communications, global voice carriage and more), headquartered in Sydney. The Group was founded in 2004, and listed on the Australian Stock Exchange in 2006 (ASX: MNF). Now a global business, the MNF Group has grown from strength to strength in just over a decade. Today, The Group operates a unique ecosystem that integrates a strong R&D pedigree, very own extensive network infrastructure, and global voice carriage capability. The Group encompasses multiple brands - selling its software and voice services to every level of the market: MyNetFone - Enterprise, government, SME and residential telecommunications Symbio Networks - In-country voice infrastructure and platforms TNZI - Global voice services and software Connexus - Corporate connectivity and cloud services CallStream - Inbound business phone numbers iBoss (software) - Everything telcos need to do business, in the cloud TollShield (software) - Real-time toll fraud mitigation for Networks and Carriers PennyTel - Budget home phone and internet The Buzz (hardware) - Budget home phone for PSTN customers As the world moves to IP, we're building the brands, services, network and technology to lead the way.

Service Delivery and Assurance Manager

• Mar 2014 - Mar 2016

Telco in a box (TIAB) is a wholesale telco aggregator and enablement company based in Australia with a nationwide footprint. TIAB is making the transition into the more complex products in the industry namely VoIP, hosted voice and Ethernet/SHDSL solutions. In order for TIAB to enter this space they had a requirement for a technical Service Delivery and Assurance manager and team to assist in all areas of delivering and supporting the complex products. The main task areas of the team are pre-sales advice, provisioning and in-life support. Throughout my time in this role my main duties consisted of • Assessing, recruiting and interviewing potential candidates. Throughout this process I created tests and scenarios to see how they would handle the day-to-day tasks expected of them. • Managing and developing the team of team of nine service delivery and assurance consultants. • Creating and documenting processes covering pre-sales, provisioning and in-life support. • Assessing existing processes to ensure internal efficiency. • Working with the products team with release management and testing. • Liaising with customers to see where we can improve internally but also where we can improve their knowledge to help decrease the number of requests coming into the team. • Carrier management in terms of SLA adherence and combating areas of improvement. • Product assessment and testing. • Acting as escalation point for SLA breaches with regards to provisioning and faults. • Creating documentation for our service providers to use to assist in making the sales easier but also to ensure they are covered legally and have delivered a solution that meets all requirements.

Head of Unified Communications

• Mar 2012 - Oct 2013

Prior to starting as the Head of Unified Communications for Totel Solutions (Vodafone Platinum Partner) Totel Solutions was a very mobile centric business. Bearing this in mind a lot of my work initially was to ensure Totel had a full product offering with regards to communication technologies, focussing on hosted solutions however still encompassing on premise PBXs, lines and calling tariffs. This involved a lot of market/product research, contacting suppliers for both hardware but also services, contract negotiation and in house training on all new products and services offered. This position involved recruiting, training and managing sales, install and customer service teams. Due to Totel not being in the Unified Communications industry prior to my arrival I have had to create processes and procedures for installs, sales pitches and customer services. My main duties include but are not limited to the following: - Be responsible for all Unified Communication services, dealing with service outages, service escalations and day to day issues. - Manage the third party suppliers of the services and to be involved with ensuring SLA (Service Level Agreement) compliance. - Recruit new Unified Communication focused resellers and lead generators - Research new product offerings and enter partnerships with companies offering the best and most innovative products on the market. - Monitor, report on and manage the fulfilment of SLAs, both in house and with third party suppliers. - Define the required corrective actions to be led to meet the objectives and drive the associated operational teams. - Drive quality in relation to sales, customer services and service delivery. - Approve orders and customer solution designs. - Process creation for sales, installs, in-life customer support, fault investigation and issue monitoring.

IPT Implementation Consultant

• Nov 2011 - Mar 2012

This role was an integral part of a newly formed implementation specialist team to be based with in the service delivery department of One Net in the UK. This team was required in order to drive continuous improvement across the board which will of course lead to improved customer experience. The main focus of the team is to • Review current processes and procedures and look to improve where ever necessary.• Manage product releases with reference to hardware and software releases. Often pushing back on the product team when new releases are not up to standard and may affect customer experience.• Review the knowledge of other teams and create and deliver training courses in order to improve this knowledge where necessary.• Issue reporting and trend analysis of encountered issues.• Manage the creation of documentation and communication of said documentation to other teams (both external and internal) in order to ensure knowledge is wide spread and accurate.This team has already greatly improved implementation strategies and received gratitude from not only the 3rd party implementation engineers but also the project management and customer services team as we are now delivering customers in a much more controlled manner and because of this issues are decreasing greatly and handovers to In life support are much clearer and descriptive of testing carried out and areas for concern.

Solution Design Architect

• Aug 2009 - Nov 2011

I was working for Vodafone UK on the One Net Unified Comms project. Being the first solution designer and member of the service delivery department has meant that I have had to be heavily involved with writing processes and documents to ensure smooth deliveries of customers. Bearing in mind that vodafone are the first to market with a fully fixed to mobile converged IMS network there has been a need for me to train other departments in terms of the technology and how it works. Through out my time at vodafone my main duties have been1. Training - Sales team, Customer services, Install engineers, Site Surveyors, Designers, Project Co-ordinators2. Writing processes on - writing designs, Installs, testing, Site surveys3. Product management - Suggesting CPE from IP handsets to access hardware. Suggesting product improvements with regards to features and multi feature interactions.4. Testing of CPE hardware and Feature releases5. Team organisation - Allocating, approving work and ensuring designers meet OLAs and SLAs.3rd Line Networking and Telephony Support - Rotherham PCT NHS

3rd Line IP Telephony and Networking Specialist

• Oct 2008 - Aug 2009

This position although based in the NOC NHS is a very client facing role as it involves a lot of site to site travel to ensure the client fully understand the issue and how to fix it. My team of 2 is responsible for the daily upkeep of the NHS network. Although the position requires a lot of configuration of the Cisco switches, routers and firewalls I am there as an IP telephony specialist and my main job requirement is to configure and monitor the CS1000 and IPT network. My main tasks include and are not limited to:  Configuring and implementing new users  Performance monitoring  Troubleshooting and resolving issues  Network Design  Configuring and implementing migrations on to new network  Configuring Cisco ASA  Configuring and maintaining a wide variety of Cisco Switches and Routers  Configuring and implementing A small scale Call centre for the Swine Flu Pandemic hotline running on Symposium.  Running workshops to train Agents and Supervisors on how to use the various tools and applications contained within Symposium and Nortel Contact Centre .

Technical Project Manager

• Feb 2008 - Oct 2008

I was part of a team responsible for managing the transformation from Legacy Telephony to VOIP and deploying a Genesys Software Solution for all the Department of Work and Pensions Contact Centres spanning the entire UK. This was the largest IPCC project in Europe and I was responsible for a large number of sites simultaneously, from site survey and design through to implementation and ‘go live’ on the new system. This was a position working to Prince 2 Methodology and required a great sense of organisation and management skills as there were deadlines to be met that could not be changed without risking the entire project. I ensured all parties involved in Migration worked to strict timescales and ensured Management, Strategies, Deliverables and Incidents were controlled and dealt with in agreed SLA’s and lead times.

Technical Support Specialist

• Sep 2007 - Apr 2008

Working within Prince2 methodology, in this position I worked as a Technical Support Specialist for BT in the delivery of IPT to a major government department. I provided pre and post migration support, including solving live incidents, liaising with engineers on site, coordinating the different teams involved in the migration, maintaining accurate logs of all events, performing tests on the equipment and recording the results of said tests, troubleshooting and fault finding throughout multi operator networks, resolving reported snags and escalating them if necessary.