I am responsible for the overall management of the Boylen Support department, including domain, hosting, website and email support. I prioritise, delegate and monitor tasks across the department to ensure our customer SLAs are met.I manage the established Support department budget delivery, participating in the annual business planning process.I am a crucial influencer for IT infrastructure for the business, facilitating client continuous improvement reviews.

As a digital project manager, I led and managed successful digital website projects from various markets, including small and large service-based businesses, education, hospitality, and e-commerce. I documented and refined website project tasks and milestones to improve processes, increase profitability, decrease overruns and quality assurance hours and successfully motivate and keep our team accountable.

Responsible and sole accountable contact point for Boylen client website, hosting and email support as well as internal support and server maintenance.Act as the main support contact for clients via phone, email or in person.Facilitated client training sessions and website launch for Boylen clients.Contributed to the continuous improvement of the business's internal systems, processes and documentation.Assist with web and application-level 2 support matters with the Boylen Digital team.

- Provide technical support to over 100 customers, including Jackpot Club, Thirsty Camel, RD Jones Hotel Group and Star Hotels Group- Work as an on-road technician installing, configuring and maintaining gaming and hospitality loyalty and data communications hardware and software- Improve standards of rolling out hardware and software to specific standards using checklists to minimise and decrease outage times- Assisted with implementing and customising new customer support logging software Zendesk across all customer bases and internal staff to retain historical data, improve customer service and support while adding seamless self-service help centres and ticket automation to reduce support requests- Promoted to team leader of helpdesk team in late 2015. Delegate and prioritise tickets to appropriate helpdesk staff, prepare helpdesk invoicing and inventory stock take monthly. - Perform daily reporting and oversee key metrics in Zendesk to ensure benchmarks and targets are met to customer expectations- Provided hands-on leadership in installing, maintaining and servicing of WorldSmart Future point of sale (POS) software for the RD Jones Hotel Group- Major hardware rollout projects for the RD Jones Hotel Group, including cabling and installation of Telstra TIPT phone systems to 12 individual sites- Provided cabling and installation of CCTV surveillance systems to the RD Jones Hotel Group- Maintain and resolve faults concerning WorldSmart’s WAN and domain management between state offices throughout Australia with centralised servers based locally in Adelaide and virtualised servers in Telstra cloud- Software training to clients via phone, support portal and onsite visits- Create & maintain support portal documentation

Customer Service CashierTime and stock management

Inventor of PizzasFood managementCustomer serviceDelivery driverTeam supervisor