Experience

ARZO

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

• Principal Consultant

  • Apr 2021 - Present



Medibank

• Australia
• Insurance
• 700 & Above Employee

• Contact Centre Platform Architect

  • Jul 2020 - Apr 2021

• Program Architect

  • Sep 2019 - Jul 2020

• Architecture Practice Establishment Lead

  • Jan 2019 - Sep 2019



Private Consulting

• Macedon Ranges and Melbourne

• Business Consultant, Project and Event Manager

  • Feb 2017 - Oct 2019



At home

• United Kingdom
• Human Resources Services
• 700 & Above Employee

• Maternity Leave

  • Jan 2018 - Dec 2018



Medibank

• Australia
• Insurance
• 700 & Above Employee

• Strategy Consultant

  • Jun 2017 - Dec 2017



Taking time out to spend with my toddler

• IT and Contact Centre Management Professional

  • Aug 2016 - Jan 2017



Latitude Financial Services

• Australia
• Financial Services
• 700 & Above Employee

• Head of CIO Office

  • Jan 2016 - Jul 2016

  Reporting to the CIO, the Head of CIO Office provides leadership and direction across key areas for IT including; Financial Management, Governance, Reporting and Performance to ensure IT is highly productive as a service provider.Key responsibilities include:- Development of strong fiscal management disciplines within IT- Development of a financial framework to optimise and manage all IT costs- Development and management of resource management framework across IT- Management and governance of spend cycles with all key vendors - License and asset management - Development and mentoring of other staff members to ensure strong governance disciplines are embedded across IT Show less

• on Maternity Leave

  • 2015 - Jan 2016



GE Capital

• United States
• Financial Services
• 700 & Above Employee

• IT Service Excellence Leader

  • Jul 2014 - 2015

  Service Excellence is responsible for the quality and execution of all IT user interactions. The team is responsible for all end user IT technology, IT front line interactions, escalation point for all IT interactions, incident management and continuous improvement of service availability.The user community includes all GE Capital and GE GGO businesses and functions across Australia and New Zealand. The Service Excellence team also provide service management and onboarding services for all GE industrial businesses across A&NZ and the Pacific.The Service Excellence function includes the following functions:1) Level 1 IT Service Desk & Techbar2) All Voice & Telephony Services 3) Service Management4) Incident Management5) Problem Management6) Desktop Services7) Mobile Device Management8) Onboarding ServicesDimensions & Scale:* Department of 50+ Permanent Employees and 20+ Contingent Workers* Management of $7 Million annual budget* IT services for approximately 4,000 GE Capital and 2,000 GE Industrial users;* 24 x 7 IT Service desk, Incident management and Voice support activities* IT Service Desk ~1,500 interactions per week * Incident management ~25 critical incidents per month* Management and support of ~4000 workstations and 1000 mobile devices* Onboarding ~100 new starters per week* Telephony administration and support for all GE shared sites and all GE Capital sites (130+ sites) Show less

• Senior Solution Architect

  • Jan 2012 - Jun 2014

  The primary functions are:1) People Leadership • Lead the Solution Architecture team including all aspects of day to day management of Solution Architects as well as supporting career planning and development • Provide engagement services for the Architecture team, all work assignment allocation and cost recovery• Stakeholder Management and ongoing practice and process improvement2) Enterprise focus• Define enterprise architecture, policies, principles and standards• Ensure interoperability between technologies and platforms• Play a significant role in the implementation of new technology• Align local and global architectures where possible3) Project Realm• Manage the delivery of Architecture deliverables such as Solution Architecture and High Level Design documents across multiple projects in GE Capital A&NZ in line with business needs, functionality and performance requirements• Manage the performance of Solution Architecture Teams comprising but not limited to, Solution Architect, Infrastructure Architecture, Information Security Architect, Business Analyst, Designer, and variety of subject matter experts• Ensure that project architecture complies with enterprise architecture and its associated security, technical and quality standards Show less

• Telephony Architect

  • Jun 2010 - Jun 2012

  • Define, socialise and govern a Voice/Telephony Strategy for GE Capital that ensures delivery of business goals and alignment with overall IT principles• Build and maintain close partnerships with business leaders to understand their business objectives and longer term strategies• Develop five year Voice technology roadmap that meet changing business needs for all voice related systems including but not limited too PABXo Diallerso IVRso Call Recordingo Call Reportingo Carrier Services – fixed and mobileo WorkForce Managemento Conferencingo Voice as an element of Unified Communicationso Analytics• Create and/or oversee Enterprise Architecture and/or Conceptual Architecture designs for all GE Capital Australia & NZ Voice initiatives• Generation of budget forecasts for Telephony investments• Provide guidance in the evaluation and selection of appropriate technology to improve cost efficiency and monitoring and supportability of the environment• Ensure that Voice/Telephony Environment leverages industry best practice and delivers competitive advantage• Build and leverage strategic partnerships with vendors and other eternal third parties to ensure relevance and longevity of environment Show less

• Voice Infrastructure Leader

  • Oct 2007 - Jun 2010

  · Overall responsibility for PABXs, Diallers (Unison and ECM), ScreenPop Applications, IVRs, CMS, Symposium, Voicemail, NICE Call Recording, AES, Branch Key Telephone systems and all Voice Carrier services.· Vendor Management for all of GE Capital's Voice related vendors: Avaya, Telstra, 3D Networks, Lake/Aspect, NICE, Premier, TBS, and Interquartz- Lead GE and vendor teams to provide support across a geographically diverse business with competing priorities. (6 Call Centre sites and 120+ branch offices)· Improve stability and reliability across all voice platforms, reduce critical faults year on year by ensuring adherence to ITIL methodologies, change management rigor and accurate technical implementation by technicians· Oversee GE Capital Voice projects · Negotiation of new vendor support contracts · Ensure maximization of the return on investments in voice technologies Show less

• Voice Technology Manager

  • Jun 2006 - Sep 2007

  • Vendor Management for Avaya, NICE, Premier (IVR), Macquarie Telecom • Management of fault resolution 24 x 7 for PABX, CMS, Audix, IVR and Call Recording across six sites around Australia• Minimise downtimes of PABXs, IVRs and Call Recording systems to reduce business impacts• Recruit, train and mentor internal PABX team• Staff and Performance Management of GE PABX team• Assist Sourcing department with vendor contract tenders and negotiations • Management of vendor resources (on and offsite)• Develop and Manage processes to meet business requirements• Co-ordination of PABX resources to ensure successful implementation of MACD’s (Moves, Adds, Changes and Deletions) within agreed SLAs• Assist with Project Implementations for PABX, CMS, Audix, IVR, Call Recording• Capacity planning (PABX, Carrier Services and IVR)• Produce weekly Dashboards for voice systems • Provide business with expertise / specialist knowledge as required Show less

• Business Telephony Analyst

  • Jan 2004 - Jun 2006

  • Provide PABX and CMS subject matter expertise to operational sites• Design Telephony strategy for moving forward and reducing operating expenditure• Call Flow Design and consultancy as required by the businesses • Work with key operational areas to develop required call flow documentation • Administration of the PABXs and CMS for the three key operational sites • Identify opportunities for Telephony process improvements and/or Cost Savings • CMS End User and Handset Training as required by the business• Provide support to Business Leaders, Operations Support team and Site Leaders Show less



NSC

• Software Specialist

  • 2002 - 2004

  • Call Flow Design Consultancy & Workshops for customer installations and migrations to ensure technology delivered meets client objectives • Project Management and comprehensive, accurate Data Collection • Telephony programming of Avaya Platforms including: AIC, Definity, Multi-Vantage, Index, CMS, BCMS and Audix Voicemail • Documentation of Telephony Design (Microsoft Visio) • Client Training including: Avaya Handset, PABX Administration and Call Centre programming, CMS (Administration and Supervisor), BCMS, Audix User and Administration. Show less



Lufthansa InTouch

• Germany
• Airlines and Aviation
• 700 & Above Employee

• Operations Telephony Analyst

  • 1997 - 2002

  • Administration and day to day maintainance of the Avaya Definity PABX, Avaya CMS and Avaya Audix Voicemail systems, including Call Flow Design for new lines, Moves, Adds and Changes, liaison with Avaya technicians and co-ordination of Telephony providers • Shared Work Force Management responsibilities including call and staff forecasting, vacation planning and scheduling for up to 300 employees in a multi-skilled environment. • Statistical Reporting for the Call Centre Team, the Call Centre Network Management at Lufthansa in Germany, the Board of Directors and for third party clients. • All operational requirements for a new client, including the Telephony design and programming, reporting, forecasting and rostering. Show less