Chris Coumbe Email & Phone Number

San Francisco, Ca, Us

San Francisco, Ca, Us

I manage the Community Practice and AEC Industry Community teams at Autodesk which are responsible for creating a consistent global experience and environment (people, process, policy and platform) for our Community members and connecting our AEC Industry members together. In addition, we collaborate with Data Science, Data Analytics and Experience Design teams to find innovative ways to improve our customer’s experience and reduce their effort while interacting with us. One of the many areas we are exploring currently is the use of machine learning to automate tasks and connect our customers to the expertise they need.

San Francisco, Ca, Us

Part of a small founding team dedicated to standing up a Business Architecture practice at Autodesk. Focused on growing and maturing the practice whilst showing true business value through the creation and use of its artefacts. Evangelizing its use and value to other areas of the business and other disciplines. Initially focused on developing a blueprint for the future of the Customer Help Experience to leverage advances in machine learning, human assistance and content management so that our next generation support services will come together to deliver a seamless, pro-active experience that keeps our customers productive, successful and ultimately drives their adoption of our products and services.• Facilitate the Strategic Realization process• Identify capability gaps, redundancy, improvement opportunities and risks• Ensure alignment between teams and initiatives• Presented at the Object Management Group/Business Architecture Guild’s Innovation Conference in March 2018• Presented a webinar for the Business Architecture Guild in April 2018

San Francisco, Ca, Us

Service design puts the user at the center of the design process, making services as usable as possible to provide the best possible experience for not only our customers but also for our employees running them. I work with an organization to identify any problems with the way in which customers/employees use the service or any improvements that could be made. This analysis focuses on people, process, platforms and part of my role is to translate these findings into actionable strategies/roadmap to improve a service. This involved being on core teams for various company-wide initiatives, e.g. introduction of new business models, entitlement systems changes, etc., typically advocating for the customer and understanding any impacts to the customer or the employee interactions and then liaison with the Product management, development teams and many other organizations during the planning and execution phases to ensure an on time, quality delivery of all aspects of projects by gaining a high level of knowledge and understanding of the technologies and business impact and business value derived by each project and service.• Program manage technical aspects of major system changes/ service improvement projects that have an impact on the support organization and advocate for the customer experience.• Design and program manage proactive customer outreaches, with the aid of machine learning, to either eliminate contact or reduce customer effort with the end goal of increasing adoption and therefore retention.• Manage a team that has responsibility over the Support Readiness function, process design & improvement and Communications.

San Francisco, Ca, Us

Created the Customer Satisfaction and Experience Program for IT and responsible for delivering a comprehensive experience and satisfaction framework with the end goal of improving the experience that our end users have when interacting with us and thus increasing satisfaction.

Rozelle, Nsw, Au

Provides elevated photographic services using a 12 metre boom, a tethered helium filled balloon or a helicopter to provide unusual perspectives or to capture views unattainable on the ground. Specialists in architectural photography. We strive to combine the latest in photographic equipment with the latest in oblique aerial photography techniques to capture unique views impossible to achieve with traditional photographic techniques.In the two years that I have owned and operated this ten year old business, I have doubled the annual turnover, diversified the clients and the applications for use, grown an extra office in Canberra and developed a nationwide network of subcontractors. We consistently deliver a highly agile and responsive service whilst maintaining a consistent product and pricing.

Act as a change agent to uplift the Service Management maturity of organizations through process analysis, design and development, software implementations of ITSM toolsets, training and organizational change programs to embed the required behavioral changes so that the desired outcomes are achieved.• Review and analysis of customer’s business, process & technical requirements.• Development of high-level strategies for the deployment of IT service management• Roadmap design – full requirements gathering or assessments & strategic roadmap design• ISO 20000 process assessments to determine a client’s maturity.• Process design and implementation based on ITIL and operational best practice – Involved in many ITIL improvement projects including greenfield through to very mature with extreme security/audit requirements for in house, outsourced and multi sourced clients.• Design of cultural change programs – ensuring projects/changes are fully embraced by the organization and to help maintain post implementation momentum.• Solution design and implementation planning, implementation, testing, and demonstration of solution prototype.• Build to Run readiness: documentation and knowledge transfer.• Development of continuous improvement frameworks to ensure processes and systems mature and adapt to the changing business/industry/regulatory requirements.• Project management - project management experience using ASG’s project management methodology (PMM) and client methodologies (mostly Prince2 based).

North Sydney, New South Wales, Australia, Au

• Managed a team of 30 technical staff nationally consisting of: Second Level and Third Level Support and Project functions, Operations, Telephony, Database Administration, Network and Data Security• Supported 3000 users, customers, partners providing 24 x 7 support across 75 sites• Final approval for technical design and business proposals within the Transfield network• Accountability for technical network & infrastructure rollouts and upgrades• Maintain the currency of system and application software and licensing obligations• Maintain server availability and network performance and capacity to ensure that service delivery is within agreed SLA’s for all Customers• Responsible for all aspects of team leading; staff recruitment, development, appraisals, retention, co-ordinating team meetings, managing morale etc.• Review and recommend improvements to systems, processes and procedures

Bsc (Hons), Computing

It Service Management

It Service Management