Support Team Lead

• Mar 2021 - Present

COVID19 Impact

• Jul 2020 - Feb 2021

Customer Success & Service Delivery Manager

• Dec 2019 - Jun 2020

Responsible for maintaining the relations and satisfaction of Managed Services' 2 largest clients, whilst migrating all SaaS customers and instances over to a singularly managed deployment footprint to drive efficiencies and workload reduction.----------Due to success of previous role, I was requested to administer, educate and convert all existing SaaS customers to the new deployment model. Assumed responsibility for all major product releases, builds and migrations for every client. This included dependency checking, maintaining product code base, high level instance management, maintenance scheduling and final approval of all migrations. Developed closer relationships with all key client stakeholders, and brought them along a planned and organised journey for smooth deployment activities. Show less

Managed Services Deployment & Customer Success Manager

• Feb 2017 - Nov 2019

Formal accountability to transform and repair the relationship of Managed Services' largest customer by liaising with client stakeholders. Also focused on improving pain points of instance management activities by standardising communications, migration processes and reducing waste.Numerous issues at multiple levels, our largest customer was disgruntled and threatening to walk away due to deployment and communication issues. To assist Senior Directors, I partially divested my existing roles and volunteered to the project to assist client retention. Liaising with numerous areas of the customer business, I became the single communication contact for all product and deployment-related issues. Setting realistic timelines, consistently making small gains and improving strategies, eventually transformed the relationship from hostile, to an open, trustworthy and forward-looking relationship. Show less

Innovation and Development Consultant

• Mar 2016 - Jan 2017

Employed to bring maturity into a newly established Managed Services support team. Responsible for standardising and improving support processes and custom HCM product development within a SaaS environment. Newly established support team was struggling to maintain and enhance premium ExpressHR product. Product was heavily customized for each vendor and code repository did not accurately reflect what any instance was currently running. I took sole responsibility to conduct an audit on 200+ items, 9 customers, 15+ projects and 5 instances resulting in discovery of numerous development deficiencies and inconsistent support and deployment activities. Show less

Technical Support Team Manager

• Feb 2011 - Jan 2016

Managing and leading a Global Support Team in local and remote environments. Key accountabilities were to drive global efficiencies and workload management, people and performance management, handling high issue escalations and acting as a local customer liaison.Support globalization and employee migration led to a distinct lack of local managerial skillsets on a broad range of products. I assumed the responsibility to become the local manager and main approver for any type of work, quality control or critical escalation throughout the HCM product suite. Show less

Senior Principal Technical Support Analyst

• Mar 2007 - Jan 2011

Steadily promoted to the highest level for an analyst within a Oracle's Global Support Centre. Primary role was to resolve customer issues within KPI guidelines, additionally up-skilling colleagues, onboarding of new products and actively introducing methods to increase customer satisfaction and retention.The support organization was transitioning to a more globalized structure by introducing new on-line tools and replacing old technologies. I volunteered for a role in the tools testing team, which led to championing the new technologies, delivering usage presentations and driving global adoption. A seamless transition and passive acceptance of the new tools resulted at all levels of the support organization. Show less

Principal Technical Support Analyst

• Jul 2004 - Feb 2007

ACCOUNTABILITIES• Internal environment management and patching• Responsible for local and international support centers becoming compliant with new methodologies• Developing and delivering internal courses to fill knowledge gaps and rapid up-skilling• Customer negotiation and expectation setting on escalated issues• Functional champion and technical lead across several product areasDue to staff hires, new product functionality and the lack of support-centric education, it was apparent that new employees were taking months to be utilizable and existing staff were becoming out of date. I proactively developed and delivered several technical, role-centric, cross product courses to rapidly upskill analysts. Show less

Technical Support Analyst

• Apr 2002 - Jun 2004

Providing technical, functional & analytical duties in a support environmentACCOUNTABILITIES• Effective and clear documentation of technical issues• Remote customer interaction for diagnosis and resolution of product issues• Collaborate with customers and internal networks to deliver timely solutions• Test case development

Technical Applications Consultant

• Jan 2000 - Mar 2002

On-site consultative business analysis, scoping, programming, implementation & managerial duties ACCOUNTABILITIES• Technical business analysis and scoping for product customisation and implementation• Advanced product customisation design and development• On-site manager / point of contact and work load distribution for graduate staff• Technical and quality control work reviews of graduate staff• Custom interface development between 3rd party systems• On-site technical support• Applying minor patchesFOSTERS / CARLTON & UNITED BREWERIES• Senior Technical on-site point of contact for graduates• Business analysis and scoping for successful project delivery• Single developer for GST customizations for Payables and Purchasing• 24x7 On-site technical support in high pressure environment to avoid large financial penalties & on-time project delivery• Main developer in the a world first customization of Receivables Trade Accounting Lockbox module, resulting in $100,000's of revenue savings• Scoping, development and upgrading customizations from numerous Oracle Financial Modules, for more accurate business reporting• Interfacing between different systems for advanced reporting analysisSANTOS• Managing Graduate Staff• Technical business analysis and scoping for customizations• On-site technical support for numerous Oracle Financial modules• Custom financial interface development for Payables, Purchasing, General Ledger, Payroll, Shipping and Treasury modulesUNIVERSITY OF MELBOURNE• Successful Implementation of Oracle 11i & HRMS• Scoped & development custom solutions for educational industry requirementDEPARTMENT OF INFRASTRUCTURE• Single point of contact for client issues• Senior Technical resource to advise technical project direction• Managing graduate consultants and work distribution• Workflow, XML, and PL/SQL customizations of iProcurement• Applying minor patches in absence of DBA Show less

Graduate Technical Consultant

• Feb 1999 - Jan 2000

On-site programming and implementation dutiesACCOUNTABILITIES• Developing and customizing seeded product to conform to business requirements• Technical documentation of delivered work• On-site customer liaisonPROJECTSProvided development, business analysis, scoping and support for:• BHP• Park's Victoria• Department of Treasury & Finance• Department of Justice• Department of Education• Department of Natural Resources & Environment• TabCorp• Deakin University• Women's & Children's Hospital Show less

Supervisor

• 1997 - Jan 1999

Customer Officer / Gaming Room Attendant

• 1996 - 1997