Key Achievements:• Achieved significant improvements customer satisfaction and performance to KPIs • Implemented significant process improvements as to how Optus manage changes and incidents working with Suncorp to understand business requirements• Quickly established a trusted advisor relationship with the key customer Suncorp

• Led a team of up to 40 staff to successfully deliver and continuously improve the delivery of Data, Security, Voice, Desktop, Printing, Mobility and ESX services for Brisbane City Council's 8500 staff. This included the provision of network services to Brisbane citizens at various Council locations, including the CBD and libraries. • Led the redesign of the network and desktop function to achieve significant improvements in service delivery realised through improved outcomes and customer satisfaction. • Engaged with stakeholders at all levels including the delivery of presentations and advice to C-level executives, politicians and business representatives.• Successfully delivered the outsourcing of desktop services function to a managed service provider HCL.• Managed third party service providers and vendors to provide services to customers.• Managed the services, maintenance, software and hardware annual budget and led strategic direction setting to ensure the maintenance and hygiene of the desktop and network domains.• Led the smooth transition of all related services to the new Queensland Urban Utilities entity under the restructure of Queensland Water entities. • Achieved significant improvements in vendor/Council relationships through improved collaboration and the creation of new partnership models.• Achieved significant improvements in network performance and customer satisfaction through the redesign and simplification of Council’s Network and Desktop services. • Achieved a customer increase of 400% utilisation of library wireless network whilst reducing on-site customer support staff required.• Recommended and implemented a simplified firewall and load balancer design and new network monitoring to achieve more proactive network management.• • Negotiated reductions in maintenance contracts and direct service costs of between 20% and 50%.• Created a 4 year roadmap for hardware and software, including a rolling 4 year budget plan.

• Led and implemented an IP Telephony solution to 70 sites, including several major call centre sites as the Voice and Data Delivery Lead for 6000 Vero, AAMI, Shannon’s staff.• Designed and led the implementation a Voice and Data Network for an Intelligent Call Routing solution to the six major Suncorp call centre sites with 5000 users and over 2000 Agents. The solution was built using an Avaya IP solution including IEX WFM, Nice Voice Recording, Click to Call, Email integration and Call back assist.• Designed and led the implementation of a Voice and Data Solution for the 2000 seat call centre at Suncorp Place, Sydney.• Designed and implemented strategic solutions for Voice, Data, Mid-Range Platforms for Suncorp, Vero, AAMI, Shannon’s, and other members of the Suncorp Group of Companies. • Managed vendors to deliver Telephony, Data, Security and other services.

• Project managed the successful implementation of an Australian Tax Office (ATO) project for the removal, relocation and installation of a voice solution for 17000 users at 20 sites. The total value of this project was $18 million and at the time was the largest Optus had completed for a Customer. Project was on time and under budget. Optus award received.• Project managed the implementation of the first Optus managed MPLS Network within Australia for all Department of Immigration and Multicultural Affairs (DIMIA) sites. Responsible for management of DIMIA maintenance contract accounts.• Project managed the implementation of fully redundant diverse network links to major Insurance Australia Group (IAG) sites and relocation of the CGU Sydney data centre to new premises.• Project managed teams and staff to deliver a new Optus MPLS Network to 400 offices and branches for St George Bank. Accountable for the Scope, implementation and full Profit/Loss for the Project.• Developed and delivered cost models for all managed services, these models are now included in the response to tenders while supporting a more effective transition to a managed service with pricing provided ensuring that margins were able to be obtained and achieved ongoing for the Managed Service Contracts.• Provided advice to customers on current trends and the best solutions for their particular business current and future needs.• Advised, developed strategic plans and supported the Service Delivery Managers and Sales and Account Executives during pre-sales activities and tender responses.• Managed the Voice and Data Networks for Department of Immigration and Multicultural Affairs (DIMIA), Australian Electoral Commission (AEC) and Bureau Customers. • Managed and delivered Voice and Data Projects for these customers the Australian Taxation Office and IAG/St George Banks, including the design and implementation of solutions.• Managed vendors and led negotiations on vendor rates and contracts.

• Administered 20 HP-UX Unix 10 networked servers and 10 SCO Unix 5 servers, led, motivated and trained the team of 3 staff, documented all processes, delegated tasks and prioritised the teams work load• Provided subject matter expertise and technical billing advice, coaching and support to internal stakeholders on billing issues, analysis and resolution• Provided recommendations and initiated improvements to billing achieving significant increases in customer satisfaction and reduced queries and complaints• Provide support, training and coaching to customers to improve their understanding of telecommunications billing• Achieved significant improvements in billing accuracy and customer satisfaction through the implementation of quality assurance processes, conducted a move to ISO 9001 Quality Certification.• Generated monthly reporting and billing feeds using Phoneware, Switchview and Telmax 21 TIMS packages to recover all call details from 140 PBX Australia wide, this was used as inputs to customer consolidated billing.