• Defining the product roadmap and backlog for the people & finance portfolio• Providing product ownership and leadership to product owners, to deliver quality product releases that align to business strategy • Sourcing new products and services to securely deliver business value, including Atlassian Jira, Google Workspace, and AMS Payroll• Leading development, optimisation, and cloud migration to ensure products are fit-for-purpose and adequately supported• Delivering the people & finance portfolio within budget

• Leadership to high performing team through company transition• Ownership of knowledge transfer and team creation for outsourced operations model• Onboarding, coaching, and monitoring of 15+ direct reports• Escalation, capability and coverage management to ensure SLA is met• Risk reduction and audit compliance through change and release process within ITIL framework• Improved service quality and user satisfaction through process and policy implementation• Knowledge base creation to improve team efficiency and onboarding• Responsibility for team performance appraisals• Transparency on team capability and compliance provided through monitoring and reporting to senior executives

• Salesforce - administration, Apex and Lightning development• Netsuite - SuiteCommerce Advanced store build and launch• Marketo - subject Matter Expert and user consulting• BitBucket source control rollout to team and vendors• Single point of contact for team project work• Contribution of professional user documentation post product release• Data manipulation and report generation in Excel and VBA

• Certified ‘engineer knowledge management’ to recognise publication of external and internal documentation and knowledge base, and responsibility for driving team creation of knowledge• Extended ‘incident deflection’ to ‘Support without Incidents’ by gaining deeper technical skills through ‘Support goes Development’ initiative (commenced 2014). • Promoted SCN forum contribution within team as forum moderator, to ensure quality responses to 90% of forum posts• Coordinated team interaction to identify support gaps through skills matrix development• Worked closely with senior management on personal development plan, allowing for frequent approval of ongoing training in SAP technologies, as well as leadership, innovation and team building• Developed leadership skills through training and mentoring of colleagues, as well as the recruitment and training of new engineers• Specialist product expert (functional and technical) for two Enterprise Performance Management (EPM) products; Planning and Consolidation (BPC) for Netweaver 7.5, 10, 10.1, and Disclosure Management (DM) 10, 10.1• Performed root cause analysis and provided solutions in complex environments for specific fields/areas. • Took responsibility for providing assistance to colleagues building SAP virtual systems, as vCloud representative• Gained expert understanding of HANA, Netweaver BW, .Net, IIS, and SQL server technologies• Critical incident handling and de-escalation for Max Attention customers and partners providing 24/7 coverage as required, and on demand product consultation for installation and customisation• Extensive functional use of Microsoft Excel (including Visual Basic), Word and PowerPoint; to create, customise and present financial reports

• Sourced top candidates through efficient coordination of researchers and recruiters• Created management reports in Excel for strategic planning• Operated as first contact for IT support and training• Developed successful candidate generation techniques through innovative searching

• Appraised service quality in First level support for IT issues across three campus'• Supported Windows, Mac and Ubuntu operating systems in person, over the phone, or through remote assistance• Created customised machines (or virtual machines), using a standard image and additional software required• Operated tape-drive backup system for urgent file recovery• Registered new printers and computers on the network• Full printer network support, including setup and configuration• Created new user accounts in Active Directory• Created and modified Microsoft Exchange email accounts• Resolved complex escalated issues though second level support opportunities• Enhanced service delivery by developing customer interaction processes• Collaborated with team members and developers to maintain department-wide knowledge base• Responsible for maintaining IT website, and managing new content on the server• Reduced reliance on development team by providing immediate updates for Help Desk software, through VBA and Java programming• Shared knowledge and expertise to new staff through one-on-one training and generation of training materials• Undertook varied training to broaden strategic understanding - eg. ITIL foundations

• Exceeded sales targets selling to existing and new customers via phone• Created promotional materials to assist company-wide sales

• Present professional and friendly service to clients• Understand client’s goals, and conduct lesson accordingly

• Extended interpersonal skills while understanding customer needs• Resolved customer computer problems through repair and delivery service• Undertook business development and marketing through direct customer contact

• Assisted sales drive by generating quality leads using innovative searching methods• Project required excellent communication and negotiation skills to generate achieved outcome• Assisted in restructuring national marketing campaign by utilising and further developing marketing skills• Successfully obtained funding to campaign by inspiring and creating a vision for the businesses concerned

• New staff training program generated and implemented• Developed clear understanding of financial processes• Helped refocus United Video to be customer oriented while improving efficiency and effectiveness in practical areas such as cash handling• Marketing and management exercises generated growth opportunities• Managing customer complaints and security allowed further development of interpersonal skills