Experience

Zurich Australia

• Financial Services
• 400 - 500 Employee

• Telephony and System Analyst

  • Jun 2021 - Present

  Responsible for the functionality, system administration and 1st level resolver group of telephony applications including Avaya CMS Supervisor, Avaya System Manager, Avaya Site Administrator, Avaya Wallboard (Admin and Agent), Avaya Voicemail, Avaya Experience Portal and Verint V15.2 suite (WFM/Forecasting & Scheduling, Call Recording/Quality/Form Designer, Customer Feedback/Survey and Speech Analytics) and Verint Operations Manager. This also includes system monitoring and incident management. •Maintenance of Call Centre call flows for North Sydney, Adelaide, Brisbane, Melbourne, Perth and Gosford. •On site Gosford IT Support. Act as the controlling point for all major and PC issues for the Gosford site. Manage all communications of advice on known issues to all required staff in the site as required. Act as the liaison point between staff and the IT solutions team for all known issues. •Testing and/or test coordination for outages including documented test cases (BVT/TVT). •Building and Maintaining relationships within Zurich and Vendors relating to Avaya, Verint and Contact Centre applications. Show less



ANZ

• Australia
• Banking
• 700 & Above Employee

• Contact Centre Support Analyst

  • Oct 2002 - Jun 2021

  •Responsible for the functionality, system administration and 1st level resolver group of customer applications including Avaya CMS Supervisor, Avaya Interaction Centre, IC Manager, Avaya Site Administrator and Verint V15.1 suite (WFM/Forecasting & Scheduling, Call Recording/Quality/Form Designer, Customer Feedback/Survey, Desktop and Process Analytics and Speech Analytics). This also includes system monitoring and incident management. •Documenting and maintaining the short term business continuity plans for all Call Centre sites within ANZ Wealth. •Maintenance of Call Centre call flows using Avaya Site Administration for Sydney, Adelaide, Brisbane, Melbourne, Perth, Gosford, Wollongong and Manila. •On site Gosford IT Support. Act as the controlling point for all major and PC issues for the Gosford site. Manage all communications of advice on known issues to all required staff in the site as required. Act as the liaison point between staff and the IT solutions team for all known issues. •Testing and/or test coordination for outages including documented test cases. •Building and Maintaining relationships with both ANZ Wealth/OnePath and Vendors relating to Verint and Call Centre applications. Other positions held:- •Call Centre Technology and Real Time Specialist •Team Leader – IT Service Centre Request Management Team Show less



Commonwealth Bank

• Australia
• Financial Services
• 700 & Above Employee

• Sales and Service Call Centre Representative

  • Mar 2002 - Oct 2002

  •Establishing and selling new insurance policies for Home, Contents, Investment Properties and Motor Vehicles, maintaining client details and dealing with customer enquiries via the telephone and by written correspondence. •Providing training and development for new trainees. •Establishing and selling new insurance policies for Home, Contents, Investment Properties and Motor Vehicles, maintaining client details and dealing with customer enquiries via the telephone and by written correspondence. •Providing training and development for new trainees.



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader – IBM E-Business Helpdesk E-Services

  • Nov 2000 - Jan 2002

  •Summary of duties include managing two teams of 17, Team Leader duties (administration, statistics, Key Performance Indicators (KPIs), role model, people management and rostering). •Providing telephone and e-mail support for customers using IBM’s Information Exchange (IE), Web Hosting, E-mail solutions, prepared and maintained procedures for the Helpdesk. •Summary of duties include managing two teams of 17, Team Leader duties (administration, statistics, Key Performance Indicators (KPIs), role model, people management and rostering). •Providing telephone and e-mail support for customers using IBM’s Information Exchange (IE), Web Hosting, E-mail solutions, prepared and maintained procedures for the Helpdesk.



Compaq Australia

• North Sydney

• IT Problem Coordinator

  • Jun 2000 - Aug 2000

  Problem Manager assigned to Optus for Customer Applications. Root cause analysis on incidents. Problem Manager assigned to Optus for Customer Applications. Root cause analysis on incidents.



Optus

• Australia
• Telecommunications
• 700 & Above Employee

• System Performance Analyst

  • Oct 1995 - Jun 2000

  Positions held:- •System Performance Analyst - Call Centre systems. •System Support Representative - Call Centre systems. •Operational Support Administrator - FileMaker Pro Administrator. •Customer Connection Representative - Customer service. Positions held:- •System Performance Analyst - Call Centre systems. •System Support Representative - Call Centre systems. •Operational Support Administrator - FileMaker Pro Administrator. •Customer Connection Representative - Customer service.