• Escalation point, mentoring and coaching for global L1/L2 technicians to assist lower call recurrence and improve the quality of service and end user experience from IT Support.• Supporting global user base whilst being flexible and understanding of requirements and timelines of requests to unblock and enable users. • Delivering and implementing a variety of internal IT projects to further the ITSM/ITIL framework to the global user base, including process documentation as part of… Show more • Escalation point, mentoring and coaching for global L1/L2 technicians to assist lower call recurrence and improve the quality of service and end user experience from IT Support.• Supporting global user base whilst being flexible and understanding of requirements and timelines of requests to unblock and enable users. • Delivering and implementing a variety of internal IT projects to further the ITSM/ITIL framework to the global user base, including process documentation as part of cross functional uplifts of existing platforms.• Executive/VIP Support, primary contact for the GLT/SLT, with a highly customised, clear, concise and understanding experience whilst operating with tight deadlines to resolve issues. Show less

• Managing multiple projects with BAU tasks to facilitate a fast-paced environment and delivering within expedited timeframes.• Developed a strong customer centric and user outcome focused culture within the Global IT Support team.• Engaging on-shore and overseas vendors for global distribution of hardware & software requirements, and liaising with internal contractors to assist with internal triaging and diagnoses of systems.• Executive/VIP Support, primary contact for the GLT/SLT,… Show more • Managing multiple projects with BAU tasks to facilitate a fast-paced environment and delivering within expedited timeframes.• Developed a strong customer centric and user outcome focused culture within the Global IT Support team.• Engaging on-shore and overseas vendors for global distribution of hardware & software requirements, and liaising with internal contractors to assist with internal triaging and diagnoses of systems.• Executive/VIP Support, primary contact for the GLT/SLT, with a highly customised, clear, concise and understanding experience whilst operating with tight deadlines to resolve issues. Show less

• Fostering a better relationship with existing customers, and growing relevance• Acquisition of net new customers, developing engagement strategy, business case and solutions• Project management and coordination within existing customers• Identifying key components of customer infrastructure & process to be redesigned and implemented to streamline customer success.

• Supporting 45 Cisco resellers in Victoria, driving pipeline generation and growing potential opportunities• Furthering the relationship, and developing these existing resellers, working with our partner-aligned team to upskill them to deliver the highest quality solution to our customers• Liaising with internal resources, engaging them on opportunities to assist with accelerating the sales cycle, upselling our solution.• Working with partner resources to develop strategies to… Show more • Supporting 45 Cisco resellers in Victoria, driving pipeline generation and growing potential opportunities• Furthering the relationship, and developing these existing resellers, working with our partner-aligned team to upskill them to deliver the highest quality solution to our customers• Liaising with internal resources, engaging them on opportunities to assist with accelerating the sales cycle, upselling our solution.• Working with partner resources to develop strategies to target specific verticals within our Victorian customer market to assist with scalability / enablement Show less

• Driving growth within 140 resellers across NSW & ACT, having a Cisco footprint and assisting them with any queries regarding process / product / support• Generating pipeline and opportunities within these partners and accurately scoping out customer requirements• Developing relationships with these resellers and onboarding, accelerating the sales cadence• Engaging with variety of teams to ensure that the solution being put forward to the customer is the most effectual and solves a… Show more • Driving growth within 140 resellers across NSW & ACT, having a Cisco footprint and assisting them with any queries regarding process / product / support• Generating pipeline and opportunities within these partners and accurately scoping out customer requirements• Developing relationships with these resellers and onboarding, accelerating the sales cadence• Engaging with variety of teams to ensure that the solution being put forward to the customer is the most effectual and solves a business issue for them with minimizing risk. Show less

• Understanding and documentation of reported issues from the planners (end users and customers), prioritisation of resolution of issues with the technical teams based off-shore• Interfacing with the technical team and clients to ensure that all the business requirements had been gathered • Analysis of the new versions of XPLAN to develop training material and procedures for the team for future roll-outs • Short learning curve to understand the XPLAN package, enhancement pipleline… Show more • Understanding and documentation of reported issues from the planners (end users and customers), prioritisation of resolution of issues with the technical teams based off-shore• Interfacing with the technical team and clients to ensure that all the business requirements had been gathered • Analysis of the new versions of XPLAN to develop training material and procedures for the team for future roll-outs • Short learning curve to understand the XPLAN package, enhancement pipleline and Financial Planning industry Show less

• Business development role to promote marteting campaigns for Real Estate timeshares situated on the Gold Coast• Responsible for the training of new recruits • Building team rapport and setting an example for members of the team

• Investigated and fixed a persistent issue with the companies lead generation reporting system• Developed a new process for the import of the leads into the operational system and new reporting structure• Developed a website template for use in their new branches of operation• Customer Service role responsible for telesales and lead development• Developed a strong sense for customer satisfaction and rapport building with customers and fellow staff•… Show more • Investigated and fixed a persistent issue with the companies lead generation reporting system• Developed a new process for the import of the leads into the operational system and new reporting structure• Developed a website template for use in their new branches of operation• Customer Service role responsible for telesales and lead development• Developed a strong sense for customer satisfaction and rapport building with customers and fellow staff• Developing adaptive responses to variety of calls and diversifying my methods by listening to other more experienced members of the team Show less