David Wicks Email & Phone Number

Brisbane Area, Australia

• Developed a viable and sustainable small business strategy to expand the employment services by applications for grants and reinvestment of the business revenue from the sale of computers. (CityCare Services Ltd)
• Reviewed Australian legislation on skilled migration requirements to scope the development of a decision ready skills assessment’ product with a target market of immigration agents. (Allied Immigration Services)
• Scoped the requirements for an online training manual for… Show more
• Scoped the requirements for an online training manual for new hires to the sales team of an online book publisher with offices in Brisbane and Malaysia. (Bookpal Publisher)
• Produced Workplace Health and Safety policies and procedures for a commercial cleaner and passed a significant audit to enable ongoing operations. (Valued Services)
• I was honoured to speak on behalf of CityCare at the wedding of Jean-Pierre, one of our program participants from Burundi in Africa.

Brisbane, Australia

• Program management responsibilities during the Bid and Proposal, Transition and Transformation providing modelling advice and guidance for the resource planning of IBM/Telstra Remote Support Centre (RSC).
• Conceived, designed, priced, implemented, managed and lead ongoing transformation by establishing a fourth delivery team, delivering OPEX relief for Telstra.
• Communicated with the executive stakeholders in IBM and Telstra achieving a formal client satisfaction vendor rating from… Show more
• Communicated with the executive stakeholders in IBM and Telstra achieving a formal client satisfaction vendor rating from Telstra of 3.6 out of 5 for the management of this account.
• Developed a virtual contact centre environment linking Brisbane, Gold Coast, and Cyberjaya. This enabled efficient distribution of work, and provided business continuity across locations.
• Working in ITIL, Agile and PMBOK project methodologies established a project team of 65 people in Australia and Malaysia for transition, evolving to a delivery team of 45 in Australia and 40 in Malaysia.

Brisbane, Australia

• Responsible to plan, resource and deliver technical service delivery across Australia and New Zealand for Lenovo PC products in a hundred-seat technical inbound resolution contact centre receiving over 500,000 inbound.
• Transformed to a 24x7 operation, enabling improved workflow management and after hours agents to devote significant time to on-going personal development.
• Initiated a real estate review to utilise space in the IBM Gold Coast contact centre which… Show more
• Initiated a real estate review to utilise space in the IBM Gold Coast contact centre which improved our business continuity and secured reduced charges for five years.
• Worked with Lenovo executives to position Lenovo PC Products Service Delivery as Australia’s best service delivery team, receiving a Customer Satisfaction (CSAT) rating 91% for hardware problem resolution.
• Management of the annual workforce budget of approximately $4 million and maintained detailed burdened headcount costs allowing for accurate cost analysis to improve in profitability through cost management.

Brisbane, Australia

• I was responsible for the management of maintenance service contracts for multiple vendors that IBM managed with Queensland Rail (QR); Queensland Department of Corrective Services; Austrade (Department of Foreign.
• At Queensland Rail I managed the installation and ongoing management of the IBM enterprise storage solution, including enterprise disk and tape library products, scheduling install, move, add, change requests and.
• At Queensland Rail I managed the installation and ongoing management of the IBM enterprise storage solution, including enterprise disk and tape library products, scheduling install, move, add, change requests and.
• Established a simple financial model to manage the support of QR (Queensland Rail) as they had an incomplete asset register from having a working knowledge of IBM and QR’s billing and payment systems.
• Detailed analysis of service contracts and service records for the Department of Foreign Affairs and Trade (Austrade) managed services account revealed $180,000 of unbilled revenue. Show less

Graduate Certificate In Business Administration, Management

Diploma Of Human Resources Management, Human Resources Management/Personnel Administration, General, Passed

Diploma Of Business, Frontline Management, Passed