Experience

EngageRM

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

• Customer Support Specialist

  • Mar 2022 - Present



Aveo

• Australia
• Hospitals and Health Care
• 700 & Above Employee

• Microsoft Dynamics CRM Business Administrator

  • Apr 2019 - Mar 2022



First Data Corporation

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

• Service Solutions Analyst

  • Nov 2017 - Apr 2019

  • The providing of support and facilitation of business projects within the Service Delivery space. This includes the recent deployment of TLS compliant client portals. • Effective scoping of client facing projects and their impacts in the form of high level estimates and project design documentation. • Gathering the requirements of projects, solutions and work requests.• Writing of business improvement documentation and providing training at a regional level. • Developing project instruments for both internal and external stakeholders including; work breakdown structures, Scope of Work documents, Risk documents, RAID and RACI. • Building and documenting UAT scripts, test reviews and coordination of testing for international teams. Show less

• Change and Incident Manager

  • Oct 2016 - Oct 2017

  • Incident Management (Asia Pacific)• Coordinate internal support and external teams to resolution• Escalation and contact point between IT Support teams and Client stakeholders• Change Management including participation in CAB - internal & external• Client Notifications & Communications• Payments Industry related notifications – internal and external• 24 / 7 rotation of on-call incident management• Operational Support and Process Improvement• Change and Incident Reporting• Ongoing refinement of incident management and change management processes & procedures• Post incident review, and continual improvement program owner• Major systems upgrade/maintenance coordinator• Support project work including testing, implementation support, project delivery, etc• Provide comprehensive technical support to resolve incidents and requests in a payments processing environment• Ad-Hoc Client relationship management for corporate and retail customers• Support Team Leaders and Managers of the various teams in the contact centre for high priority incidents Show less

• Senior Client Services Analyst

  • Aug 2011 - Oct 2016

  • Receiving/ logging of all client queries and ensuring prudent interaction with key stakeholders. • Managing incidents to resolution and ensuring appropriate communication to both internal and external stakeholders. • Management of user and company based digital certificates for the purposes of encrypted file transferring, transaction processing and user portal access.• Generation and management of triple DES encryption keys for the purposes of transaction processing in compliance with agreed industry standards.• The preparing of monthly service level and operational reports to be delivered to clients and their respective leadership. • Remaining current on company implementations and changes that could potentially impact clients. • Proactively documenting processes for review and implementation to further improve customer relations. • Management of multiple clients and their respective products/services. Developing positive interactions by creating value-add opportunities and personalised service. Show less

• ATM Helpdesk Operator

  • Jul 2010 - Aug 2011



Telstra

• Sydney, Australia

• Wireline activation support

  • Dec 2007 - Jul 2010

  First level call centre operator receiving inbound calls from Telstra feild technician's First level call centre operator receiving inbound calls from Telstra feild technician's