Steven Hampson
Customer Solutions Manager at B2B Technologies- Claim this Profile
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Bio
Credentials
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Power BI Super Users Workshop
UdemyFeb, 2022- Oct, 2024 -
Power BI DAX transition from SQL
UdemyNov, 2021- Oct, 2024 -
Power BI - Keeping It Simple
UdemyOct, 2021- Oct, 2024 -
PowerBI Zero to Hero
UdemyJul, 2021- Oct, 2024 -
Scrum Cerfification Prep + Scrum Master + Agile Scrum Training
StackSkillsJan, 2020- Oct, 2024 -
Scrum Master Certificate of Proficiency
StackSkillsJan, 2020- Oct, 2024 -
ITIL Framework
EXINMay, 2008- Oct, 2024
Experience
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B2B Technologies
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United States
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Information Technology & Services
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1 - 100 Employee
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Customer Solutions Manager
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Mar 2020 - Present
IT Project Manager and team lead for third party software solutions in ECM. IT Project Manager and team lead for third party software solutions in ECM.
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Air Navigation Pro
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North Macedonia
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Airlines and Aviation
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1 - 100 Employee
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Information Technology Project Manager
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Jan 2017 - Dec 2019
Lead IT Software Project Manager for delivery of mobile aviation applications and associated web services for multiple customers, including an in-house aviation software suiteAdditionally Product Owner for the product portfolio and Competency Centre Manager for the development team in the Philippines, consisting of mobile application developers, web developers, graphics designer and testers. Key skills:- Agile/Scrum management practices; simplified Kanban where required- mobile development delivery for both Apple iOS S/W development and Google Android S/W development- customer/stakeholder engagement, managing expectations and defining requirements into user stories and tasks- delivery of web services including requirements capture and definition, understanding of UI/UX and cross platform delivery- test management for ensuring the test team delivered across different products and customers- release management and coordinated project delivery
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Owner, Implementor and Chief Chef
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Jan 2014 - Dec 2016
Sea change project with my wife. Created and implemented a successful cafe style restaurant focused on healthier dining. Stepped completely out of my comfort zone to learn cooking, restaurant management and fitting out of a cafe. Used existing skills in supplier, project and team management. Handed over day to day running to return to IT/Telecoms PM. Sea change project with my wife. Created and implemented a successful cafe style restaurant focused on healthier dining. Stepped completely out of my comfort zone to learn cooking, restaurant management and fitting out of a cafe. Used existing skills in supplier, project and team management. Handed over day to day running to return to IT/Telecoms PM.
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Alcatel-Lucent
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Telecommunications
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1 - 100 Employee
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Customer Support Manager - OSS (APAC)
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Jul 2012 - Aug 2013
Originally performing the task as a consultant from Sydney (Apr 2011 - Jun 2012), then transferring permanently from Sydney to Singapore to take on the management of the Software Integration technical support services team for APAC countries. Key role for working with Singapore NBN provider OpenNet and establishing support and maintenance including commercial, stakeholder management, team setup, delivery handover to support and quality management for deliverables.Key skills:- root cause analysis lead for project delivery issues -> turned around customer perceptions and lead to improved delivery timeliness and quality- war room creation and management for critical events -> better engagement with customer and built trust, faster problem solving for key issues- project management - created PM processes for maintenance delivery and instigated for customers, determined resource requirements, commercial management for contracts- Product backlog grooming with stakeholders and team for maintenance items for delivery -> lead for working with customer to define priorities and then working with team to deliver regular maintenance releases -> gained confidence of customer that their key priorities were understood; regular releases with increased quality and process; reduced support and maintenance costs on support issues and ad-hoc releases- Created maintenance and support competency centre for ongoing work across different contracts for SEA
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Customer Support Manager - OSS and Fixed Access (NMS) - Australia, NZ and SEA
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2005 - 2012
Leading the OSS/BSS software technical services support team for local and overseas customers supported from Australia.Key role in the management of solution and support / maintenance delivery for Telstra OSS in a time of large renewal across Telstra network and systems. Key areas include network transformation for Telstra ATM to IP/MPLS and DSL and Fibre rollouts, OSS transformation in network service assurance, performance management, provisioning and inventory. Key customer management and stakeholder management roles as well as commercial and financial management of contracts. Developed high performance teams to manage the deep technical support and maintenance as well as working across various product and delivery teams for end to end integration, ensuring delivery of the complete solution and its support. Key instigator in establishing new business opportunities ad well ad the setup and implementation of full customer technical support in the OSS support portfolio such as Telstra Contact Centre solutions, Singtel Optus home access solutions, Singtel Optus subsidiary OSS provisioning solution and Australian NBN provisioning solutions. Scope included scope of work definition, commercial negotiations, stakeholder engagement, team setup, implementation and reporting. Managed OSS technical support for overseas customers from the initial contract and setup, creating teams and delivery of service. Customers included Telecom New Zealand OSS in their network and systems transformation - service assurance, service provisioning and inventory, and performance management. Digi Malaysia with OSS service assurance solutions for mobile requiring both local and Australian based technical support.
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Support Lead - OSS (Australia)
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2000 - 2005
Moving from the development technical role to being the support lead for a team performing technical support and maintenance for Telstra's OSS DSL, ATM and IP solutions as well as network element management systems. Initial role involved the setting up of support for Telstra ATM and DSL OSS solution as part of Telstra's Data Mode of Operation (DMO) transformation. Role included reporting, customer meetings and stakeholder management, team management and being the key interface between the delivery teams and support. Key contributions in quality management, engaging with other part of the organisation to ensure the delivery of the complete end to end network and systems solution. Ensured team members were recognised for their technical acumen and they were involved in key technical contributions in delivery projects.
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Software Engineer - OSS
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2000 - 2000
Initially hired as a software engineer in Java for OSS solution development, skills in Unix and scripting lead to me being used to implement the integration of the OSS solution with HP MC ServiceGuard on HP 9000 based mid range Unix servers. Role included having to quickly understand the complete solution, both developed software, third party software and Oracle DB, gather and translate software requirements to hardware and OS for MC ServiceGuard implementation. Once completed and certified, my end to end knowledge as well as demonstrating delivery under pressure with ability to learn and work both with internal and customer teams lead to being offered the support lead role including its establishment as the solution went live.
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Lucent Technologies
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United States
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Telecommunications
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200 - 300 Employee
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Software Engineer
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1999 - 2000
Clearcase configuration management and DDTS administration - set up the newly created Sydney office with Clearcase Multisite and DDTS site linked implementations with other Lucent development centres around the world for joint development of systems.Gathered and wrote requirements, and implemented the new SDE for the new development tools suites including use of Reflection X and Hummingbird for integration with Unix systems Clearcase configuration management and DDTS administration - set up the newly created Sydney office with Clearcase Multisite and DDTS site linked implementations with other Lucent development centres around the world for joint development of systems.Gathered and wrote requirements, and implemented the new SDE for the new development tools suites including use of Reflection X and Hummingbird for integration with Unix systems
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JNA Telecommunications
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Australia
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Telecommunications
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1 - 100 Employee
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Software Engineer
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1997 - 1999
Embedded C programmer designing, writing, implementing and testing test code for ISDN/E1/Frame/X.25 edge switch multiplexer devicesDesigned and implemented a frame relay prioritisation protocol for improved use of the internal frame relay communications within the NNI Embedded C programmer designing, writing, implementing and testing test code for ISDN/E1/Frame/X.25 edge switch multiplexer devicesDesigned and implemented a frame relay prioritisation protocol for improved use of the internal frame relay communications within the NNI
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Software Engineer
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1992 - 1996
Design, development and testing of both Windows based programs for controlling ISDN PC boards and associated software, as well as development and maintenance for the different software implementations of the ISDN protocol stack. Specialised in Windows C programming using the SDK, and Q.923 and Q.933 call control protocols and resource management.
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Electrical technnician
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1990 - 1992
Testing, identifying faults and remediating faults with ISDN related hardware boards. Running boards through individual test cycles as well as system soak tests. QA for deployment to customers and interacting with other departments such as logistics, engineering and procurement.
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Education
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1983 - 1988
Normanhurst Boys High School
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1989 -
University of Technology, Sydney
B.E (Elec), Telecommunications, Software Engineering
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