Experience

nbn® Australia

• Australia
• Telecommunications
• 700 & Above Employee

• Executive Manager

  • Jul 2021 - Present



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Head of Internal Applications, Testing & Release Management

  • Mar 2020 - Jun 2021

• Head of BSS – Sales, Care, Logistics & HR

  • Aug 2018 - Mar 2020



nbn® Australia

• Australia
• Telecommunications
• 700 & Above Employee

• Executive Manager – Network Acceptance and Change Management

  • Jun 2015 - Aug 2018

  • Set up and operate HFC Network Acceptance and Change Management team to: o Enable the HFC network in line with IOP o Ensure data completeness and network quality at RFS to support activations and assurance o Minimise business and service disruption for planned network changes o Deliver outage notifications for planned work as per WBA • People leadership (Build effective team, Develop talent & Drive engagement) • Collaboration – Build united partnership with key stakeholders • Managing Process – Build agile processes and systems as L2 process owner • Deliver results – Build a high performance and reliable network • Transform the Business – Integrate HFC pillar with FTTx • Optimise the HFC network



Optus

• Australia
• Telecommunications
• 700 & Above Employee

• Incident Manager/ DR/OPE & ITCM Manager

  • Dec 2011 - Jun 2015

  • Manage Incident/Change/DR Management for the OPTUS Network Management Centre• Governance, Assurance and Prioritisation of Planned Network Changes• Chair of weekly Change Approval Board forum• Accountable for the Critical Major Incident Management Process and the Major Incident Management Process• Ensure compliance with regard to audit, OH&S, security and business conduct• Development and maintenance of Disaster Recovery, Policies, Guidelines, Standards and procedures

• Digital Channel – Operations Manager

  • Apr 2011 - Dec 2011

  • Ensure digital channel performance from a technology perspective• Interface for Online into key support areas of the business to define & track performance against defined service level agreements, co-ordinate resolution plans for live platform issues and to identify opportunities where capability & customer experience can be further improved • Ensure Logistics and Online Sales Support functions deliver best in class customer experience• Online Platforms: o Accountable for the ongoing Operations of the online platform (Credit Checking, Billing, Registration, Order Provisioning, Logistics, after Sales Support etc) o Drive appropriate capacity forecasting and initiative planning o Manage relationship with Customer Care on Digital Channel outages (planned or otherwise), understanding both impact and root cause.• Back Office Operations o Manage the Gross Sale to Net Sale cancellation rate through process improvements in both logistics and OSS o Manage the drivers of cost and conversion within the OSS function o Ensure the logistics processes are managed to ensure the overall customer experience is maintained• Process Enhancements & Reporting o Implement robust platform performance metrics which support the CFUs in the delivery of best in class customer experience

• Production Co-ordinator

  • Jun 2005 - Apr 2011

  • Incident Management o Manage incident resolution within Service Level Agreements o Facilitate Incident Management education sessions• Problem Management o Allocate Root Cause Analysis to the relevant areas for completion o Revise and Coordinate the implementation of actions o Trend analysis of Incidents• Change Management o Chair the Change Advisory Board for Singtel Optus’ IT Systems o Review of Change Process Documents o Assess the impact, cost, benefit and risk of proposed changes o Review and Closure of Request for Change• Release Management o Review and approve releases into the IT environments o Planning and overseeing the successful rollout of new and changed software, Infrastructure o Manage customer and user expectations of Release and Roll outs• Service Level Management o Negotiate and agree service requirements with IT and the Business o Measuring and reporting of Service Level metrics o Continuous improvement of Service Levels o Review and update Service Levels to meet changing business requirements• Facilitation of Post Incident Review meetings, conference calls, war rooms• Report on Major incidents to Senior Management in IT and Business• Ensure ‘Known Problems’ are identified and documented in the Knowledge Base System.



IBM

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

• Application Support Manager

  • Apr 2002 - Jun 2005

  • People Management – Manage a Production Support team for ARBOR (Kennan BP), HFC Provisioning and Billing. • Mentor and coach staff for technical and professional skills • Responsible for software configuration and releases into all environments • Financial Management of fixed price budgets and request for service engagements • Follow IBM methodologies and processes to be compliant with CMMi 5 • Vendor Management – including Finances, Deliverables, Expectations and conflict resolution • Customer Management, managing expectations, deliverables, customer satisfaction surveys • Disaster Recovery planning and testing for Pay TV System • Ensure that all test defects and any Production defects are allocated, with resolution of problems meeting current SLA’s • Develop and track to project delivery milestones • Responsible for Regulatory and Critical Optus Systems • Transition management of support systems from external Vendors and Internal Customers • Identify project/development risk and appropriate mitigation • Assist in strategic planning