Experience

Logiqc Quality Management System

• Australia
• Software Development
• 1 - 100 Employee

• Manager, Product Support and Cloud Services

  • Jan 2019 - Present

• Customer Success Manager - e-learning, development and support

  • Oct 2018 - Jan 2019



SkyNet Satellite Communications

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

• Customer Support Manager

  • Apr 2014 - Oct 2018

  My role was to support SkyNet customers, ensuring they received a high level of technical support, training and information regarding the products and services that SkyNet provide. The role included: • Project Management: Delivery of key projects • Management of the Technical Support team ensuring all support cases were actioned promptly and professionally. • Providing customer training and education • Writing user manuals for SkyNet products. • Ensuring customer satisfaction with regards to the level of customer support they received from SkyNet • Writing and implementing internal processes and procedures • Liaising with the sales team ensuring all new clients received the appropriate support and information regarding their products and services • Liaising with vendors, suppliers and manufacturers to ensure strong working relationships for SkyNet. • Providing regular reports to Senior Management • Supporting the Chief Operating Officer • Assisting engineers in the Technical Support team • Incident Management • Sales SkyNet - "Communications Beyond the Horizon" http://www.skynetmobile.com/



CITEC

• Australia
• IT Services and IT Consulting
• 200 - 300 Employee

• Service Centre Operator/Desktop Support

  • Feb 2012 - Apr 2014

  After being out of the IT Industry for 5 years managing my own small business, I returned to CITEC as a Service Centre Operator providing front line support for CITEC's IT customers. The role soon expanded to second level desktop support providing hardware and software support as well as network administration to the CITEC PCLAN environment. The role included: • High level of customer support and communication • Documentation of processes and procedures • Software application deployment via remote software deployment tools • Support of standard Microsoft applications such as Office 2010 and Office 365 • Deployment of PC images to the CITEC desktop environment • Support of CITRIX Environment • Support of RCA SecurID tokens • Active Directory – creating and modifying users and groups • Incident management using the ITIL methodology • Change Management using the ITIL methodology • Extensive use of Telstra WebCC for internal Service Centre phone systems • Extensive use of HP Service Now for case management, Incident management, Problem management and Change management • Liaising with technical support teams, Service Management and Clients during Major Incidents, ensuring appropriate incident notification processes were applied. • Providing client reports for management I left CITEC to pursue a new position at SkyNet Satellite Communications



Crema Espresso coffee franchise

• Manager

  • Sep 2006 - Feb 2012

  In 2006 I pursued a dream of owning and operating my own café. I moved to the Gold Coast buying into a Gold Coast based coffee franchise, becoming their first franchisee. In 2009, I purchased a second café becoming the first franchisee of this brand to own and operate two franchises. The business was a true ‘hands on’ business involving the daily operation of the café. I also performed all the bookwork for the business, wrote internal processes and was responsible for the marketing and promotion of the business. I decided to step away from the business due to the demands of a young family and return to Brisbane for work.



CITEC

• Australia
• IT Services and IT Consulting
• 200 - 300 Employee

• IT Desktop Support

  • Jul 2001 - Oct 2006



Tombul Shopping Centre

• Colorado Store Manager

  • Jan 1998 - Jan 1999



Indooroopilly Shopping Centre

• Canterbury Store Manager

  • Jan 1996 - Jan 1998



Stones Corner Outlet

• Canterbury Store Manager

  • Jan 1994 - Jan 1996