Drew Ball Email & Phone Number

Melbourne, Vic, Au

Doncaster, Victoria, Australia

Melbourne, Australia

• Mobile Device Management - Airwatch• Cisco Telephony Management • Microsoft Lync/Skype for Business Roll-Out• Exchange 2003 - 2010 Migration - Mobile devices• Management of diverse Telephony infrastructure

Liaising between the business units to ensure that telephony requirements are met and executed inline with business strategy.

· Customer support and relationship management · Carrier/Vendor management · Customer training · Presales support · Implementation management and support · Technical implementation assistance This role was originally customer support for an OnLine Hosted Call Centre product.. Since taking over the role from the incumbent, the role has been expanded to include on-site training of customers, customer and carrier management. 24/7 On-call support of both the customer experience and assisting with the backend platform itself. Customers have included high-profile organisations such as international law firms, international building material suppliers, and well-known Australian tourism and leisure/clothing brands.My role has become one of managing the entire customer experience from initial sales presentations and discussion of technical requirements, through technical implementation, creation of Call Centre Configuration, on-site training and `go-live' support through on-going management of day-to-day issues, expansion requests etc.From a systems standpoint, due to key technical resources resigning, I have liaised with the overseas platform vendors to support the day-to-day running of the platform, and issue management. This involved scheduling and managing updates and outages both with the business stakeholders, customers and overseas support resources.

· MS Windows/Office suite support · Windows Domain Account Administration · Hardware/Software issue diagnosis and resolution · Data/Voice Account Management · Project Management · Software/Hardware ProcurementThis contract was billed as helpdesk/desktop support, however International All Sports utilized my previous Telco and project management experience to handle day to day sourcing and procurement of all hardware/software, and tendering/quoting for large migration projects. During my time there, I managed the migration of several data circuits onto managed MPLS circuits, migration of all mobile phones, voice circuits and PABX to a different carrier.Included in this project was an audit of all telecommunications spend in order to mange/minimize unnecessary spend.Given my knowledge of PABX management, I managed the day-to-day moves, adds, and changes for the company.My role also involved the day to day resolution of all types of faults be they printer/network/domain/software/hardware, and liaise with external supply chains to ensure pricing and availability of hardware/software.

· Account unlocks/password reset · VPN client configuration · Microsoft software support · Initial hardware issue diagnosis · Managing end-to-end service restoration for user.Had 1 weeks training to learn all new CRM system, and gain and understanding of company/project policies and processes. By the 4th week, was also assisting colleagues with queries on more complex hardware/software issues.

· Liaising and scheduling clients to visit and perform routine maintenance and repairs. · Up-skilling as necessary in order to cope with diverse range of systems, both PC, MAC and Linux based · Full hardware and software support for existing desktop/laptop machines, and Omni supplied hardware. · VPN setup and configuration · Microsoft Windows 2003 SBS ­ install/configure/administer · Create site survey reports and security audit reports · Prepare quotations and tenders/proposal documents for clients · Advise on best practice solutionsResolved an on-going Citrix issue for a long-standing client, in under an hour. Provided a solution to an Apple Macintosh remote control issue for a user that had previously been using one of the "larger name vendors" for his IT services.

· Security audits · Windows 2000 server maintenance and rationalization · Desktop and laptop installation configuration and maintenance · Payroll upgrade support · Data infrastructure support · Telephony support · Liaising with external vendors for supplies and support contract maintenance · Process management/creationRemoved a major outbreak of multiple virii from the network, a task that hadbeen requested three months earlier. Removed accounts in violation of securitypolicy. Provided audited evidence trail of activities in violation of securitypolicies. Assisted in rationalization of network hardware and server hardware.Assisted in tender/proposal for encrypted VPN tunnel over wireless link toneighboring building for temporary staff relocation.

· Initial triage of incoming Voice issues including POTS, ISDN, Cellular, and VOIP · Initial triage of incoming Data issues including ADSL, Frame Relay, DDS, TTS, ATM, VPN, WLAN, CDMA1xRTT, CDMA-EVDO · Liaising with high-end corporate clients, tech resources, and service delivery partners · Providing feedback to Client Account Managers of possible upsell opportunities · Provide end-to-end management of all stages of the issue resolution process · Provide support for internationally roaming cellular customers Assisted in creation of training materials for International Roaming as a product. Created specific training / quick-fix materials for foreign and GSM networks. Became a technical resource for other representatives, and point of technical contact for roaming partners/networks.