A new adventure about to begin, which I am really excited to start on Monday coming.

ESAM Consulting is now rebranded as Atturra.Service Delivery, Project and Program Management along with Business Development Management.

A seasoned Project Manager managing concurrent projects of varying size and complexity working across the following industries:Higher EducationFinanceUtilitiesMiningDevelops standards, templates, and procedures to aid in the development of the required work products (Methodology).Reviews programs designed from high level specifications or derived logical processes (DLPs) ensuring that they meet client specifications (Technical).Establishes and maintains networking relationships with middle management in client organizations (Relationship Management).Actively seeks Business Development opportunities in new verticals for the Company using networks and prior work experience. (Business Development).Understands client needs and matches them to relevant services or products; manages client expectations (Leverage).Understands and communicates goals and critical success factors for the project; sells ideas persuasively and paces the communications properly (Communication).Gathering Business requirements through wide stakeholder engagement.Developed workflow modelling using BPM techniques.Manages projects full lifecycle using contemporary practices to align to a complex businessenvironment.

Professional Consultant working to enable Businesses to deliver Business outcomes around Business Process Automation and IT Solutions. Participates in gathering business requirements through a variety of techniques (e.g., facilitated workshops, work sessions and interviews) and prototyping business solutions (Business).Analyzes requirements and develops high-level and detailed business process designs to the elementary business process (EBP) level and derived logical process (DLP) level (Business).Supports gap analysis highlighting current state, future state, client needs, best practices and competition (Business).Develops standards, templates, and procedures to aid in the development of the required work products (Methodology).Reviews programs designed from high level specifications or derived logical processes (DLPs) ensuring that they meet client specifications (Technical).Establishes and maintains networking relationships with middle management in client organizations (Relationship Management).Understands client needs and matches them to relevant services or products; manages client expectations (Leverage).Understands and communicates goals and critical success factors for the project; sells ideas persuasively and paces the communications properly (Communication).Gathering Business requirements through wide stakeholder engagement.Developed workflow modelling using BPM techniques.Manages projects full lifecycle using contemporary practices to align to a complex business environment.

Responsibilities: Developing Business cases for small to medium sized organisations. Following best practise in Project Management, Vendor Management and ICT Service Management. Managing work packages once prioritised and scoped. Networking with likeminded Consultants and small to medium sized companies. Marketing to prospective businesses primarily in the northern suburbs of Brisbane. Design and maintain company website in development. Developed project proposals and plans for engagement with clients.Achievements: Developed Business Process and definition. Established a reusable Statement of Work template and process to engage with prospective clients and Businesses.  Developed Business Plan for execution. Completed a Business Model Canvas to establish a business model for engagement. Completed a SWOT analysis to aid in the completion of the Business Plan.

Delivered ICT solutions using contemporary Agile methodologies at times when appropriate using a hybrid approach between Agile and Waterfall to meet the Business needsIdentified, initiated and managed broad-scale University, Divisional, Departmental and Section projectsIdentified client needs and connected to QUT digital offerings and enterprise solutionsBuilt and maintained strong working relationships through all stages of projects using strong communication skills to work with Business areas at all levelsManaged project budgets, provided estimations and coordinated resourcesPrepared and presented progress and management reports addressing service quality, performance and cost of unit operationsParticipated in and reported to Steering Committees and Working PartiesFostered a culture of Service Delivery that aligns to ITILv3 particularly around, but not limited to incident management, problem management, change management, release management, request fulfilment and knowledge managementDeveloped effective information management solutions for the University that enabled transformation to meet changing Business needs in an agile mode of deliveryDeveloped and maintained strategic and operational reports on a weekly/monthly/quarterly basis across the team and sectionDeveloped partnerships with Vendors and monitored contract performance against SLAsNegotiated vendor contracts in conjunction with Legal Services to ensure cost-efficiency and appropriatenessFacilitated regular engagements with Vendors to understand roadmaps and how they may impact on business and technologyProfessionally and efficiently managed incidents, problems, changes and upgradesProvided leadership and management to a team of 20 IT professionals and 3 Team Leaders ensuring the delivery of high quality, client-focused applications and servicesLed changes at the Enterprise and local levels of the organisation to produce effective outcomes for the business and teams that I have led

Responsibilities: Deliver technical leadership to professional and project teams.  Coordinate project planning monitored progress and adjusted plans to achieve goals.  Develop, support and maintained enterprise information systems. Established and maintained partnerships at the operational level to ensure efficient delivery of Genesys, ITSM, ID card production and SMS. Analysed technical problems on deployment and integration of information. Developed documentation, procedures and guidelines relating to client requirements, maintenance and projects.Achievements: Performed higher duties as Corporate Projects Manager, as required all the while performing my substantive role. Redeveloped the Service Delivery model using ITIL v3 for Physical Access at QUT. Finalised Service Delivery Vendor contract for Genesys Contact Centre software stack.

Responsibilities: Led and coordinated counter and cashier staff, supervised productivity and performance. Trained and developed teams across organisational policies and procedures. Planned, scheduled and delegated workloads, ensured task completion. Lead Liaison with Genesys software for QUT information Services. Operated as Statistical Officer for Student information Services which encompassed telephone and email traffic and three Student Centres. Participated in project work as required by the Associate Director of Student Business Services (SBS). Maintained open communications with SBS to provide updated procedures.Achievements: Led the client acceptance of new cashier software in use for Student payments resulting in the successful decommissioning of legacy software. Established complete procedures for statistical reporting at QUT Student Centres and Contact Centre.

Responsibilities: Supervised and directed a team of up to 20 employees and engaged in human resource practices. Recruited, trained and developed new and existing staff in procedures. Delivered high level customer service to internal and external stakeholders. Monitored real-time call volumes and ensured effective issue resolution. Technical support to ensure software and hardware was operational. Compiled weekly and monthly reports on Call Centre traffic along with three student centres that handled face to face enquiries. Managed Genesys contact software and attended to issues daily. Functioned as SBS Contact and Testing Office for Telephone Network Upgrade Project. Maintained compliance with organisational policies and confidentiality. Achievements: Established a performing customer service team within a new contact centre including leading the relocation from Gardens Point campus to Carseldine campus of QUT. Coordinated the integration of two teams to one as part of a Business Service Improvement (BSI) program at QUT.