Experience

INX Software

• Australia
• Software Development
• 100 - 200 Employee

• Global Support Manager

  • Dec 2021 - Present



Vocus

• Telecommunications
• 700 & Above Employee

• Head of Customer Assurance

  • Jan 2020 - Dec 2021

• Manager - Vocus Support Centre (VSC) Corporate

  • Aug 2016 - Jan 2020

  Promoted into the newly created Manager position reporting into the General Manager for Assurance following a significant increase to the size of the support team. This increase was due to the mergers between the Amcom, Vocus and M2 businesses as well as general growth.Main areas of responsibility include managing the newly formed corporate support team, aligning support processes from the recent mergers and driving new improvements through the team.

• Team Lead

  • Jan 2014 - Aug 2016

  As Team Lead my responsibilities include:• Responsible for the day to day management and performance of the Service Desk team, including leadership, direction and motivation of staff and ensuring the ongoing development of the Service Desk team through training, mentoring and coaching.• Responsible for the recruitment, induction and education of new Service Desk staff.• Ensure that Service Desk staff is provided with technical awareness and training for all new and existing products / services released by Amcom.• Ensure the Service Desk team manage all incidents and service requests according to established Amcom processes and in line with defined SLA’s.• Manage escalated customer issues ensuring positive resolution and target CSAT levels maintained, which may include interaction with customers, vendors and the wider Amcom team.• When required, prepare, analyse and present weekly and monthly managerial reports on the Service Desk team performance.• Utilise reporting and feedback to drive team improvements in team performance and increase efficiencies.• Provide input into the ongoing development and maintenance of the Amcom Service Desk policies, procedures and processes in line with the ITIL v3 framework, CMSP, ISO 9001 and 20000 standards. Show less



Amcom

• Service Desk Officer

  • Mar 2013 - Dec 2013



Anittel

• Service Desk Engineer

  • Aug 2011 - Mar 2013

  • Provide industry leading customer service to our customer base. • Provide first point of call technical support for customers either by phone, email or via a ticketing system • Triage problems effectively to understand their nature and resolve in the fastest way possible, either by completing the work myself, or escalating as required. • Manage the Configuration, deployment and on-going administration of LAN, WAN, Security and remote access technologies. • Assist with the building and staging of equipment for project rollouts including building and configuring of desktop, servers, storage networking hardware and testing of equipment. • Work within Anittel’s documentation systems to ensure that all documentation for our customer base is correct, current and in the right location. • Accounting for my time within a time, job and resource management system. Show less



Vita Group Limited

• Australia
• Retail
• 100 - 200 Employee

• Assistant Store Manager

  • Mar 2009 - Jul 2011

  • Generating work rosters and approving staff hours. • Training and coaching of staff members. • Selling Mobile, Internet and Fixed Telstra Services and phones. • Meeting and exceeding monthly targets and KPI’s. • Resolving customer issues and enquiries. • Handling of administrative paperwork. • Generating work rosters and approving staff hours. • Training and coaching of staff members. • Selling Mobile, Internet and Fixed Telstra Services and phones. • Meeting and exceeding monthly targets and KPI’s. • Resolving customer issues and enquiries. • Handling of administrative paperwork.