Experience

HCi Professional Services

• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Manager Business Development

  • May 2014 - Present

  Sydney, Australia My new role is to mentor and coach HCi's junior sales staff, as well as continuing to identify opportunities in documentation, learning and development, business improvement and transformation, quality assurance and bid projects. This includes writing and managing bids for small to large scale projects.

• Business Development Manager

  • Oct 2009 - Present

  Sydney, NSW HCi specialise in information management & performance support (documentation & training). We supply services across IT, Engineering, HR, Sales & Marketing & Finance departments in the following areas: - Business Analysis: Functional, User & Technical specifications, Process Engineering/Re-engineering/Information Mapping. - Quality Assurance: Quality Assurance, Internal Process Review/Internal Auditing. - Technical Writing: Policy & procedures (SOP's), Finance procedures… Show more HCi specialise in information management & performance support (documentation & training). We supply services across IT, Engineering, HR, Sales & Marketing & Finance departments in the following areas: - Business Analysis: Functional, User & Technical specifications, Process Engineering/Re-engineering/Information Mapping. - Quality Assurance: Quality Assurance, Internal Process Review/Internal Auditing. - Technical Writing: Policy & procedures (SOP's), Finance procedures, Compliance & risk documents, System (code) documentation, Disaster Recovery & Business Continuance Plans, Helpdesk procedures, Technical writing workshops, Data centre documents, Software User manuals (ERP, SAP, LMS). - Standards implementations - ITIL, ISO, CMMI, etc - Training & Instructional Design: Training & Facilitation manuals, Facilitation, eLearning. - Web Services: Content for brochures, reports & websites (intranet, extranet, internet), User interface/experience design, Usability reviews, Readiness Assessments, Communication strategies. - Knowledge Management & Information Architecture - Management: Organisational & Technical Change Management, Project Management - Bid & Tender Management: Bid/Tender/Proposal writers, Bid Workshops We can manage projects (end to end) or provide supplementary resources (contract or permanent) who specialise as: Business analysts, quality assurance officers, technical writers, information architects, knowledge managers, policy/procedure/process developers, instructional designers, eLearning developers or eLearning instructional designers, trainers, ITIL writers, web & help authors, user interface & user experience experts, facilitators, change managers, project managers & bid/tender writers. The industries that HCi has operated in & has extensive experience in include: IT, Banking, Finance, Insurance, Telco, Legal, Accounting, Utilities, Education, Retail, Transport, Electronics, Construction, Engineering, Govt, Health & Pharma.

• Business Manager

  • Feb 2010 - Apr 2014

  Sydney, NSW This role had dual functionality as managing HCi on a day to day basis as well as business development. I was responsible for all sales and profitability within the company and had a team of sales and project delivery staff who report to me.



Clicks IT Recruitment

• Australia
• Staffing and Recruiting
• 1 - 100 Employee

• Account Manager

  • Oct 2007 - Oct 2009

  Sydney, NSW As an Account Manager, I was responsible for building relationships with new and existing clients so that I could win their trust and become their preferred recruiter. I ran a dual desk for my clients for permanent and contract requirements. My key responsibilities included: - End to end recruitment lifecycle which incorporated establishing and developing relationships with clients. My clients were from various industries – banking and financial institutions, professional services… Show more As an Account Manager, I was responsible for building relationships with new and existing clients so that I could win their trust and become their preferred recruiter. I ran a dual desk for my clients for permanent and contract requirements. My key responsibilities included: - End to end recruitment lifecycle which incorporated establishing and developing relationships with clients. My clients were from various industries – banking and financial institutions, professional services (inc. legal) manufacturing, government, education, retail, IT vendors, etc. - Sourcing, screening and assessing candidates, to reference checking and placing candidates into positions. - Managing candidates and building relationships with candidates – building networks of quality candidates who enabled me to generate referrals to support me to fill more roles. - Developing innovative sourcing channels using personal networks and internet based tools (such as twitter forums, LinkedIn, Facebook, etc) to communicate with candidates. - Training junior recruitment consultants in systems, understanding IT terminology, and recommendations of solutions to problems. - Providing clients with advice and support with market trends and continuous updates. - Manage client complaints – performance management, terminations, etc. - Assisting in and organising client events and campaigns – such as FITT events and networking events. - Work within the AS/NZS ISO 9001:2000 quality program to deliver a high level of service that is consistent and ensures quality solutions. Show less



Anitech Services

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Account Manager

  • Aug 2006 - Sep 2007

  Rydalmere, NSW As IT Maintenance Contract Manager, I acted as a Relationship/Account Manager for over 1000 clients in NSW. These clients included tier 1 through to SMB – such as IBM, David Jones, MLC, Woolworths, 3M, Bank of Queensland, Hills Industries, Salmat, CGU, Boral, Westpac, Hewlett Packard, Freedom Furniture, Spotless Services, Medibank Private, Clayton Utz, AGL, Downtown Duty Free (Nuance Group), R.M Williams, P & O, JP Morgan, CSC, Government departments and many more. My day to day… Show more As IT Maintenance Contract Manager, I acted as a Relationship/Account Manager for over 1000 clients in NSW. These clients included tier 1 through to SMB – such as IBM, David Jones, MLC, Woolworths, 3M, Bank of Queensland, Hills Industries, Salmat, CGU, Boral, Westpac, Hewlett Packard, Freedom Furniture, Spotless Services, Medibank Private, Clayton Utz, AGL, Downtown Duty Free (Nuance Group), R.M Williams, P & O, JP Morgan, CSC, Government departments and many more. My day to day activities consisted of: • Managing existing customers with enhanced service by means of continual contact and scheduled meetings. • Cross selling or up-selling to existing clients. • New business development. • Resolving high level escalations from existing or potential clients for service delivery. • Providing support and remediation to customers regarding their contracts and the service call centre. • Generating reports for clients and analysing data for improved service delivery and customer service. • Creating proposals, quotes, paperwork flow, contracts and processing invoices/credit notes.

• Service Delivery Co-ordinator / Team Leader

  • May 2004 - Jul 2006

  Rydalmere, NSW Anitech is a national provider of IT service maintenance and support. Initially, I was hired for the Woolworths contract that was won by Anitech in 2004 in the service desk which was 24/7. To provide me with further challenges within the service delivery team, I then managed the service desk for all of our other contracts which were held by IBM, David Jones, MLC, 3M, Bank of Queensland, Hills Industries, Salmat, CGU, Boral, Westpac, Hewlett Packard, Freedom Furniture, Spotless Services… Show more Anitech is a national provider of IT service maintenance and support. Initially, I was hired for the Woolworths contract that was won by Anitech in 2004 in the service desk which was 24/7. To provide me with further challenges within the service delivery team, I then managed the service desk for all of our other contracts which were held by IBM, David Jones, MLC, 3M, Bank of Queensland, Hills Industries, Salmat, CGU, Boral, Westpac, Hewlett Packard, Freedom Furniture, Spotless Services, Medibank Private, Clayton Utz, AGL, Downtown Duty Free (Nuance Group), R.M Williams, P & O, JP Morgan, CSC, Government departments and many more. My responsibilities for all the contracts were: • Co-ordinating Sydney and national regional technicians for 24 hour based contracts. • Managing all service desk incidents within an ITIL based framework. • Providing support and remediation to customers and contractors regarding spare parts or equipment and order discrepancies and errors and follow-up on recurring problems. • Managing complaints and assisted managers with administrative duties. • Co-ordinating 3 high profile projects for Woolworths (rollout of RF handheld scanners, Dell servers and fingerscan units). • Answering queries, advising and providing information to customers in a professional, friendly and courteous manner. • Preparing reports for clients and evaluated data for improved customer service. • Training and supervising new team members. • Documenting all call centre procedures. • Rostering staff for 24/7 support. • On-call for high escalations.



MYER

• Australia
• Retail
• 700 & Above Employee

• Customer Service Representative

  • Oct 2003 - May 2004

  Parramatta, NSW As a customer services representative my duties included: • Processed and assisted with sales transactions and customer queries on selling floor. • Compiled daily and weekly goods movement reports and carried out appropriate action to eliminate discrepancies and variances. • Carried out assigned duties independently without direct supervision on most occasions, and assisting other team members. • Performed data entry, processing and record keeping of goods movement documentation… Show more As a customer services representative my duties included: • Processed and assisted with sales transactions and customer queries on selling floor. • Compiled daily and weekly goods movement reports and carried out appropriate action to eliminate discrepancies and variances. • Carried out assigned duties independently without direct supervision on most occasions, and assisting other team members. • Performed data entry, processing and record keeping of goods movement documentation using Microsoft Office Word and Excel and the Myer internal systems. Show less



NextSense

• Australia
• Non-profit Organizations
• 100 - 200 Employee

• Telemarketer

  • Aug 2000 - May 2004

  North Rocks, NSW This casual role’s duties comprised of: • Telemarketing of lottery tickets to new clients as well as an existing client base. • Undertook other administrative tasks associated with the operation of the Institute's lotteries. • Train new staff.



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Bid and Document Controller

  • Jan 2000 - Jan 2001

  Parramatta, NSW As a bid and document controller at Telstra's subsidiary Network, Design and Construction (NDC), I had the following responsibilities: • Maintain document register. • Provide status of expected deliverables against project schedule, including overdue documentation. • Distribute approved documents at the direction of the PM and/or project schedule. • Maintain document transmittal log. • Maintain documents.



Commonwealth Bank

• Australia
• Financial Services
• 700 & Above Employee

• True Awards Administrator

  • Dec 1998 - Dec 1999

  Parramatta, NSW • Performing administrative tasks in the True Awards section. • Closing off bad debts. • Opening new accounts.