Experience

Arq Group

• Automation Machinery Manufacturing
• 1 - 100 Employee

• Service Delivery Manager

  • Jun 2021 - Present

• Technical Consultant - Managed Services

  • May 2018 - Jun 2021



Guide Dogs Queensland

• Australia
• Individual and Family Services
• 1 - 100 Employee

• Telemarketing Team Leader

  • Sep 2017 - May 2018

  • Lead a large team of telemarketers to fundraise for Guide Dogs Queensland through sales of lottery and merchandise. • Coordinate with the Operations Manager and Administration staff to plan and execute each lottery at a strategic level. • To provide regular reporting and statistical analysis to management around sales results, post-lottery sales analysis, team performance and any other data required. • Review and improve processes and performance of my team based on my insights or by engaging with supporters, my team and stakeholders for feedback. • Coaching and mentoring staff where required through identification of skill gaps and regular staff catch ups to ensure a high level of productivity, professionalism and integrity is promoted with the Guide Dogs Queensland brand. • Conduct performance management of staff where required. • Promoting and driving a culture of providing professionalism, integrity, positivity within the team while maintaining Guide Dogs Queensland’s core values and behaviors Show less



Console Australia / New Zealand

• Training and Implementation Team Leader

  • Sep 2015 - Jul 2017

  • Leading a large team of coordinators, technicians and training consultants to provide a professional and comprehensive ‘end-to-end’ implementation and training experience for client’s onboarding onto Consoles’ suite of products. • Monitor new and ongoing implementations to ensure clients’ implementations and training requests are fulfilled within Consoles’service quality expectations. • Identify and manage high priority or complex customer implementation and training requests as needed. Influence and collaborate with internal and external stakeholders where required to achieve positive customer outcomes. • Influence, collaborate and communicate with both internal and external stakeholders to ensure timely delivery of projects and solutions as needed. • Review and improve processes and performance of my team based on my insights and by engaging with clients and stakeholders for feedback. • Provide weekly and monthly implementation performance and billing/revenue reports to my manager. • Implement and review monthly KPI targets across a team of skilled training and implementation team members. • Empowering staff by coaching and mentoring around consultancy and technical skills where required. • Planning and organizing leave for staff. • Ensuring the teams’ workload is managed effectively by planning workshops, webinars and other commitments in advance and ensuring resources are appropriately allocated. • Conduct performance management of staff where required. • To be an advocate of change and to champion change throughout the business. • To liase with my manager, where appropriate. Show less



Melbourne IT

• Australia
• Information Technology & Services
• 100 - 200 Employee

• Client Services Team Leader - Level 2 Technical Specialists

  • Sep 2011 - Jul 2014

  I lead a dynamic and fast-paced team of technical staff whose primary focus was to action complex customer technical support requests via telephone and ticketing systems.I was responsible for all managerial tasks of the team, including recruiting, paysheets, performance management and monitoring, coaching and mentoring and staff development. I was also responsible for escalated requests from internal and external stakeholders and their resolution.In addition to my managerial duties, I was also responsible for the change and incident management processes for my business unit and any subsequent incident and maintenance notifications to be sent to customers. Show less

• Client Services Consultant Specialist Senior

  • Sep 2011 - Apr 2012

  2IC to the Client Services Team Leader of the Level 2 Technical Specialists. I was responsible for the coaching and mentoring of the team in both communication and technical skills, as well as lead generation techniques. My focus was escalated customer requests and issue resolution by being a strong customer advocate.Troubleshooting website hosting solutions involving the following technologies:Shared and Dedicated server solutions;Windows Server 2003/2008/2010IIS 6/7SQL ServerMySQL/PHPMyAdmin/MySQL WorkbenchColdfusionSharepointActive DirectoryPopular CMS Packages such as Wordpress, Joomla!, DrupalMicrosoft Exchange 2003 and 2010POP EmailDomain ManagementDNS related issues Show less

• Client Services Consultant Senior

  • Apr 2011 - Sep 2011

  2IC to the Client Services Team Leader of the Level 1 Technical Support team. I was responsible for the coaching and mentoring of the team in both communication and technical skills, as well as lead generation techniques. My focus was escalated customer requests and issue resolution by being a strong customer advocate.

• eBusiness Specialist Consultant

  • Nov 2010 - Apr 2011

  Providing leadership by acting as a technical point of escalation for the Support team.Delivering Results by taking ownership of customer issues and providing technical solutions or;Ensuring technical support requests are escalated to the appropriate department for action.Meeting month KPI targets.Generate leads opportunities through my excellent technical consultancy skills.Providing quality customer service and technical guidance while maintaining MelbourneIT’s corevalues and behaviours.Troubleshooting Shared and Dedicated server solutions;Windows Server 2003/2008/2010IIS 6/7SQL ServerMySQL/PHPMyAdmin/MySQL WorkbenchColdfusionSharepointActive DirectoryPopular CMS Packages such as Wordpress, Joomla!, DrupalMicrosoft Exchange 2003 and 2010POP EmailDomain ManagementDNS related issues Show less

• eBusiness Support Consultant

  • Apr 2010 - Nov 2010

  Providing technical support to clients via telephone and job system or escalating requests tosecond level technicians as appropriate.Logging all support requests through our Company CRM.Meeting month KPI targets.Generate leads opportunities through my excellent technical consultancy skills.Providing quality customer service and technical guidance while maintaining MelbourneIT’s corevalues and behaviours.



Brightfox - Technology Solutions for the Property Industry

• Support Consultant

  • Jul 2007 - Apr 2010

  Providing technical support to global clients via telephone and job system or escalating requests to the development team as appropriate. Identifying software bugs via testing and quality assurance practices. Provide regular reporting and risk assessment reports Providing clients with web-based, on-site or seminar based training packages as requested. Working with development team to ensure solution delivery and coordinate testing and training with customers and stakeholders. Drawing up test plans and patching notes for software updates. Maintaining and creating FAQ’s, Tutorial Videos and User Manuals for Brightfox Software products. Show less



Telstra

• Australia
• Telecommunications
• 700 & Above Employee

• Broadband Technical Consultant

  • Jan 2006 - Dec 2006

  Providing technical support to clients via telephone and job system or escalating requests to the specialists as required. Meeting monthly KPI’s Providing technical support to clients via telephone and job system or escalating requests to the specialists as required. Meeting monthly KPI’s