Bob Duke Email & Phone Number

Brisbane, Queensland, Australia

• Managed, monitored, and reviewed electrical authorizations processes as delegated by the Person in Control of Electrical Equipment (PICEE)• Provided advice, guidance, and support to individuals involved in electrical authorisation governance processes• Led, managed, and monitored electrical authorisation processes to ensure compliance with safety requirements and governance procedures• Updated electrical governance authorisation procedures, forms, and systems to align with Electrical Authorisation Governance Framework• Maintained accurate records in management system and registers for all electrical authorisation dataConducted regular reviews of electrical authorisation systems and registers to ensure compliance with Workers’ authorisation requirements• Provided detailed reports to Electrical Authorisation Oversight Committee on individuals with electrical authorisation, including expiry dates and associated requirements• Managed assurance plan to drive continuous improvement of Electrical Authorisation Governance.

Brisbane, Queensland, Australia

• Coordinate and scheduled training classes, internally and via engagement of our external training partners.• As the business partner to our engineering department, I oversee the training needs of over 200 staff, and through compliance processes, ensured they were maintained.• Developed streamlined monthly reporting process, reducing time taken to complete from 2 days to 15 minutes.• Liaise with Training Specialist and external RTOs to ensure that our training needs are met and the course quality is of a suitable standard.

Brisbane, Australia

• Utilized ITIL processes and advanced analytical skills to resolve complex IT-related issues for 1500 users, including both internal and external parties.• Collaborated with senior IT teams to address and resolve technical problems, leveraging knowledge gained from a tertiary education in the field.• Maintained an incident SLA rate above 98% for the past 3 years through effective teamwork and problem-solving.• Initiated and led a project to increase the number of knowledge articles available to analysts and customers, resulting in a 300% increase over a 6-month period in 2020.• Coordinated with project teams to ensure a smooth handover to operational support for customers and analysts.• Acted as Team Leader when required, ensuring that SLAs were met, customer satisfaction was maintained, and conducted regular one-on-one meetings with subordinates to discuss their wellbeing and career development.• Successfully analysed data to identify trends and patterns, utilizing advanced analytical skills and knowledge.

Brisbane, Queensland, Australia

• Analyze business problems and provide solutions.• Effective communication skills with the ability to communicate complex ideas.• Participate with peers and represent the business on project teams.• Strong analytical skills, ability to identify problems, research issues, and provide solutions.

Brisbane, Queensland, Australia

Using servant leadership as a guiding principle, I lead a team of four volunteers to:• Implement and deliver training sessions for general member training at our group.• Work with qualified trainers in the volunteer space to facilitate and ensure members are able to attend Formal Training, recognised by the QFES RTO.• Ensuring our members with high risk skills training receive regular refreshers to maintain the competencies.• Engaging members on a peer level, receiving their feedback, positive and negative, to be able to build a better environment for our members to be a part of.

Brisbane, Queensland, Australia

Acted in this role for a period of 12 months due to Group Leader being seconded to a higher role.• Assist and support the Operational Management of an SES Group in order to maintain capability to respond to emergency and disaster operations by ensuring - - Members have the necessary skills to competently perform their roles and responsibilities within the Group; and - Equipment is maintained to an appropriate standard required for operational response.• Assist in the recruitment, selection training and career development of SES volunteers within an SES Group.• Assist, and at times lead, effective management and maintenance of allocated facilities, fleet, information and communication technology, major and minor plant, equipment and communications systems to meet the operational requirements of an SES Group.• Assist, and at times lead, the development and implementation of public relations and education programs at the local level that promote community resilience and self-sufficiency in Queensland communities in conjunction with the QFES and Local Government.• Assist in the management and administration of an SES Group in compliance with approved instructions, directions and policies issued by the Commissioner QFES, the Assistant Commissioner, SES and/or local government.

Brisbane, Australia

In this role provided level 1 Client support to customers, • Utilised Call queue database to produce reports on call center KPIs including Average Time to Answer (ATA), Average Abandonment Rate and Average Handle Time• Provided first level support for 1500+ customers using over 800 different software applications• Triage incidents and escalate to second level when appropriate, however circling back to them to learn solution to issue• Provide customers regular updates as to the status of their incident/request with ETAs where available• Support all IT equipment utilised by staff including PCs, MFDs, printers, VOIP handsets, scanners and plotters

Brisbane, Australia

• Implement and maintain monitoring system across all WAN linked site servers and network connections, liaising with Service Desk to ensure that services were available to customers at all times.• Liaise with Service Desk staff as primary point of contact for providing 3rd level support, as well as providing training in systems due to knowledge gained in previously being in the role.• Monitor and actively work to ensure site backups occurring and stored at DR location.• Liaise with hardware vendor in regards to technical requirements for servers and workstations.

• Respond to incidents and request via telephone, email, web and fax requests from clients • Appropriately triage incidents, and escalate to appropriate teams and team leaders where required.• Provide consistent communication to customers regarding the status of their incident or request, and provide ETAs where possible.• Create and update existing knowledge base articles to ensure information available to all team members is provides accurate and easy to understand information.• Provide onsite support to clients based in QLD, as well as interstate for greenfield rollouts.

Brisbane, Queensland, Australia

Diploma Of Business

Diploma Of Leadership And Management

Diploma Of Public Safety (Emergency Management)

Certificate Ii In Public Safety (Ses)