A P Email & Phone Number

Middle Dural, Nsw, Au

Macquarie Park, New South Wales, Australia

•Client Engagement: Facilitated end-to-end delivery of in-depth Collaboration solutions to over 10 Optus Enterprise customers, overseeing planning, design development, and documentation phases to deliver solutions that exceeded client expectations.• Risk Management: Serve as a key liaison for managed service and L3 technical support functions, employing ranged expertise in Optus Enterprise service delivery models and service level agreements to maintain a 100% issue resolution rate. •Mentorship: Fostered a culture of collaborative success via active team leadership, providing guidance and support to Tier 1 and 2 technical support specialists, assisting with larger projects, and addressing any knowledge gaps to strengthen workplace efficiency. •Recruitment: Participated in hiring process by screening and reviewing prospective applicants, conducting technical interviews & provided valuable feedback on new hires to acquire top-tier talent, fulfilling staffing needs and bolstering long-term talent capital.

Macquarie Park, New South Wales, Australia

•Client Engagement: Facilitated end-to-end delivery of in-depth Collaboration solutions to over 10 Optus Enterprise customers, overseeing planning, design development, and documentation phases to deliver solutions that exceeded client expectations.• Risk Management: Serve as a key liaison for managed service and L3 technical support functions, employing ranged expertise in Optus Enterprise service delivery models and service level agreements to maintain a 100% issue resolution rate. •Mentorship: Fostered a culture of collaborative success via active team leadership, providing guidance and support to Tier 1 and 2 technical support specialists, assisting with larger projects, and addressing any knowledge gaps to strengthen workplace efficiency. •Recruitment: Participated in hiring process by screening and reviewing prospective applicants, conducting technical interviews & provided valuable feedback on new hires to acquire top-tier talent, fulfilling staffing needs and bolstering long-term talent capital.

Macquarie Park, New South Wales, Australia

• Project Management: Oversaw the end-to-end delivery of 10+ major hybrid projects, adopting smart resource management strategy to direct a diverse team of 4 engineers, 7 specialists and 5 onsite engineers to ensure timely, cost-effective delivery of IT projects.• Project Planning: Oversaw planning, delivery, and end-to-end management of all customer and internal projects, overseeing key project scoping, risk management, and reporting functions to navigate potential risks and ensure delivery specifications were met. • Stakeholder Relations: Organized internal and external stakeholder communications, facilitating technical training to new customer staff during service transitions, establishing clear client relations practices to establish strong rapport with 10+ major clientele.• Post Delivery Review: Contributed to a 10-member project review committee on a post-delivery basis, encouraging cross-functional discussion to translate feedback into recommendations to improve project delivery processes and methodology.• Stakeholder Management: Acted as main point of contact for all project stakeholders, including customers, vendors, and internal teams, and provided regular progress updates and status reports to ensure that everyone was informed and up-to-date.

Sydney, Australia

• Reporting: Drove streamlined business operations via reliable administrative support, responsible for creating various reports for Optus Collaboration team, translating data-based observations into recommended improvements to boost productivity rates by 30%. • Customer Service: Charged with chief management of all customer VC devices, addressing received queries / complaints and monitoring the quality of systems to ensuring optimal operations and performance, ensuring positive client experiences. • Quality Management: Entrusted with monitoring the quality of service & overall health of team, working closely with a 15-member team and other partnered stakeholders to identify areas for improvement and implement optimized operational solutions.• Knowledge Management: Responsible for creation, expansion, and ongoing maintenance of team knowledge base, ensuring that important information and best practices are easily accessible and up-to-date to support efficient, day-to-day operations.

Sydney, Australia

Belrose

• Knowledge Enhancement: Conducted comprehensive review of existing articles, in liaison with 5+ skill group managers, to improve information quality, successfully enhancing a company-wide knowledge base.• Leadership: Provided reliable support for 75 applications used by over 2000 users globally, coordinating a 10-member team to ensuring that service desk was delivering high-quality support that met needs of users and exceeded their expectations.• Offshore Project Management: Assigned as the lead for an offshoring project in 2014 that provided transition support from Australia to New Zealand, training SD analysts in New Zealand for multiple business applications to ensure service quality was maintained.• Quality Monitoring: Monitored service desk calls and provided feedback to team members to help improve service quality, carrying out regular staff interviews and appointments to address any areas of operational weakness. • Service Desk Management: Managed 24/7 coverage for service desk, overseeing daily tasks, help desk queue, and following up on open cases to avoid SLA breaches and ensure customer inquiries were resolved in timely and effective manner.

Belrose

Bachelor'S Degree, International/Global Studies

High School Diploma

Bachelor Of Security Studies, International Relations And National Security Studies

Diploma Of Project Managememt, Project Management