Experience

CS LOGISTIC SOLUTIONS PTY LTD

• Australia
• Transportation, Logistics and Storage
• 1 - 100 Employee

• Product Support Specialist/ Helpdesk Manager

  • May 2011 - Present

  The Product Support Team is the core foundation for online platforms and offering support to our customers and Management of LIMA Solutions and enhancements. Support relevant Account Management Staff on their major accounts and assist in streamlining daily process by means of automation. Pursue further business opportunities with existing major accounts, Bunnings, MYER, Harris Scarfe, Seed, Karen Millen and Munro. Utilise offshore teams who assist in continuous monitoring and updating of reporting gaps/validations and registrations of job. Monitor and maintain all jobs performed and logged by help desk staff and ensuring all jobs logged are followed through are resolved in a timely manner. Work with third party vendors to troubleshoot and streamline processess Engage with all level of customers with their Distribution Team, Demand Planning Team, Global Sourcing Team and Shipping Team for freight management services of purchase orders in transit from origin to destination via LIMA solutions. Maintain and improve the systems efficiencies via ongoing analysis and review of usage and training internal staff and the client base in LIMA/Liberty software applications. Maintain and exceed Service Level Agreements for all customers on an ongoing basis Always looking at process improvement opportunity with our customers to help automate and streamline processes which leads to better utilisation of their system with a vision to reduce cost Show less



Redgroup Retail

• Retail
• 1 - 100 Employee

• IT Manager / Senior Analysis

  • Dec 2009 - Apr 2011

  Produce Service Level Agreements and Key Performance Indicators to assist with Quality Improvement. Managed a team of eight staff members and drive continuous improvement within the team. Support and manage the relationship with vendors and service providers. Support the implementation of business improvements opportunities and cost reduction initiatives. Produce Service Level Agreements and Key Performance Indicators to assist with Quality Improvement. Managed a team of eight staff members and drive continuous improvement within the team. Support and manage the relationship with vendors and service providers. Support the implementation of business improvements opportunities and cost reduction initiatives.



Quest Payment Systems

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

• Help Desk Manager

  • Aug 2009 - Dec 2009

  Responsible for monitoring all jobs performed and logged by Help Desk. Ensuring all jobs are completed in accordance to the Service Level Agreements. Ensuring all technicians dispatches are warranted and attended to. Monitoring all jobs logged in the database. Coordinating and preparing documentation for weekly meetings. Action Adhoc projects for the leadership team. Responsible for monitoring all jobs performed and logged by Help Desk. Ensuring all jobs are completed in accordance to the Service Level Agreements. Ensuring all technicians dispatches are warranted and attended to. Monitoring all jobs logged in the database. Coordinating and preparing documentation for weekly meetings. Action Adhoc projects for the leadership team.



Department of Education & Early Childhood Development, Victoria

• Service Quality Manager

  • Apr 2009 - Aug 2009

  Responsible for tracking life cycle of service calls to identify bottle necks. Reviewing calls to ensure Service Level Agreements are met. Continuously observing processes to ensure efficient and prompt resolutions of service calls and identify improvements. Responsible for tracking life cycle of service calls to identify bottle necks. Reviewing calls to ensure Service Level Agreements are met. Continuously observing processes to ensure efficient and prompt resolutions of service calls and identify improvements.



Unisys

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

• Service Desk Manager

  • Dec 2005 - Apr 2009

  The primary focus was to review scripts for new applications, dealing with escalations directly from the client and regular meetings with senior management teams. Managing all aspects of the corporate account - Department of Treasury and Finance. Managing a team of fifteen service desk agents and ensuring the performance reviews were constantly monitored and reviewed. Ensure the team was meeting Service Level Agreements and Key Performance Indicators by working closely with the Workforce planning to ensure the scheduling and forecasting of call volumes to assess staffing levels. Work alongside Quality Assurance to achieve 90% accuracy of staff evaluations. Show less



Commander Centre Melbourne South

• Telecommunications

• Service Delivery Team Manager

  • Sep 2005 - Dec 2005

  Key role as Service Delivery Manager was to measure and report on Service Desk Calls. Review procedures and improve processes. Liaise with Incident Managers, Problem Managers, Change Managers and Service Desk to ensure Service Level Agreements are met. Key role as Service Delivery Manager was to measure and report on Service Desk Calls. Review procedures and improve processes. Liaise with Incident Managers, Problem Managers, Change Managers and Service Desk to ensure Service Level Agreements are met.



IBM

• IT Services and IT Consulting
• 1 - 100 Employee

• Business Analyst

  • Nov 2002 - Nov 2005

  Analyse customer request, design and adapt processes to meet those requirements following ITIL mythology. Provide support for integration of new and changed EUS Services. Provide daily and weekly reports to clients.

• Service Coordinator

  • Nov 1999 - Nov 2002

  Handled end to end management of Severity 1 and 2 calls.Responsible for IVR messages and updates. Maintain and update client work instructions and procedures documentation.Monitor Service Level Agreements, Key Performance Indicators, Staffing Levels and action monthly appraisals.Generating daily, weekly and monthly reports. Working closely with the workforce planning to assess call volumes and rostering requirements.


South Pacific Tyres
• Help Desk Operator

  • Feb 1989 - Oct 2002