Aaron Sims Email & Phone Number

Nerang, Qld, Au

Melbourne, Victoria, Australia

Victoria, Australia

Problem Manager – Business Operations Support Management, NBN CoMy role was critical to the success of the Business Operations Centre front and back of house functions. The role provided functional and technical support across the lifecycle of a completed order and service incident, proactively analysing trends, identifying root cause to continuously improve service outcomes, and provide recommendations to improve the percentage of right first-time activations, stop repeat incidents, reduce… Show more Problem Manager – Business Operations Support Management, NBN CoMy role was critical to the success of the Business Operations Centre front and back of house functions. The role provided functional and technical support across the lifecycle of a completed order and service incident, proactively analysing trends, identifying root cause to continuously improve service outcomes, and provide recommendations to improve the percentage of right first-time activations, stop repeat incidents, reduce incident volumes.Key Achievements:2IC Management Secondment:Responsible for managing 4 problem managers in delivering their KPI’s.Running monthly problem management review boards with senior management to discuss and close out current identified problem tickets for business areas.TIO Complaints Case Analysis Program:Responsible for the deep dive analysis conducted on 1300 NBN TIO complaints to identify key problem trends contributing to the incoming complaints.Identified key problem drivers and defined new strategic improvement recommendations for NBN business teams. Show less

Melbourne, Victoria, Australia

I was responsible for the end-to-end Connections Problem Management process. Supporting the Connection teams, Maximizing the End User experience in the connection process. Currently working as part of a wider team to ensure effective collaboration with the Connections teams from nbn and our Managed service partners. Managing problem tickets throughout the lifecycle, whilst working closely with other teams to resolution and closure of assigned tickets. As part of our proactive approach, I drove… Show more I was responsible for the end-to-end Connections Problem Management process. Supporting the Connection teams, Maximizing the End User experience in the connection process. Currently working as part of a wider team to ensure effective collaboration with the Connections teams from nbn and our Managed service partners. Managing problem tickets throughout the lifecycle, whilst working closely with other teams to resolution and closure of assigned tickets. As part of our proactive approach, I drove proactive problem management process as part of BAU activities as well as performing trend analysis for events and incidents in nbn networks. Also identifying and predicting trends that could lead to problems and enable our teams to resolve these potential problems proactively.Key Achievements:Aged Order Recovery Program- Elimination of AGED Orders and Governance:Assisted the Program Director on identifying all NBN resolver group buckets which highlighted the issue areas for the contribution of incoming aged orders.Successfully set up key Governance sessions with internal resolver groups to effectively manage the day to day incoming requirements and assist in the elimination of all 980 trouble orders causing a negative customer experience. Show less

I was responsible for providing technical expertise, coordination of the activation activities within the team, for all technologies, whilst ensuring that we are delivering an excellent customer experience across several metrics. My role is also responsible for performing Quality audits for our Complex Case and R2T teams. Provide reporting and insights into Manager, Complex, Campaign & R2T and the General Manager, also ensuring that capabilities are in place including, the correct systems… Show more I was responsible for providing technical expertise, coordination of the activation activities within the team, for all technologies, whilst ensuring that we are delivering an excellent customer experience across several metrics. My role is also responsible for performing Quality audits for our Complex Case and R2T teams. Provide reporting and insights into Manager, Complex, Campaign & R2T and the General Manager, also ensuring that capabilities are in place including, the correct systems, processes, training and reporting to ensure an excellent customer experience is delivered every time. Provide reporting and insights into Manager, Complex, Campaign & R2T and the General Manager. Key Achievements:Fibre-To-The-Curb Function Implementation Project:Identified and defined new FTTC technology specific troubleshooting process for case management.Identifying and assisted in resolving process gaps with our internal resolver teams.Gained visibility on all 2000 trouble AGED FTTC NBN orders to then implemented into our CRM Salesforce system.Built key internal interlocks with our construction partners.Managed team of 8 Complex Case Managers in eliminating the AGED backlog of 2000 orders. Show less

Melbourne, Australia

Senior HFC Network Engineer – Hyper Care – Customer Connections24/06 – 16/07 Manila International Business Trip (Stellar) PANVIVA Project.

Melbourne, Australia

HFC Network Engineer – Activations 13/05 – 17/06 Manila International Business Trip (Stellar).13/02 – 28/03 Manila International Business Trip (Stellar).

Queensland, Australia

2IC/ LEVEL 2- Advanced Technical Solutions Agent - Broadband, Home Phone and Tv Products

Queensland, Australia

Advanced Technical Solutions Agent - Broadband, Home Phone and Tv Products

Queensland, Australia

Senior Pre-call Agent - Outbound Telstra Re-seller Team

Queensland, Australia

Pre-call Agent - Outbound Re-seller Team.

Melbourne, Australia

New South Wales, Australia

New South Wales, Australia

Sydney, Australia