Cracks the code for brand success, utilizing the transformative power of design. Work has been recognized internationally by numerous award shows, books & magazines including Good Design Australia, World Logo & Mark, Financial Review Australia, and Vogue.Clients: Telstra, CBA, HP, Didata, Hilton Hotels, Zhai & Associates, Anyboat Sydney, LeWrap, Alpha Vet Clinic Dubai & JOY Agencywww.designbyching.com

IT Service Management Leader | Driving Operational Excellence and Customer Success.Proven track record of leading high-performing IT service desk teams and exceeding customer expectations in demanding environments.Delivered Exceptional Customer Service: Led a team that provided exceptional IT support to Telstra's Tier-1 clients (e.g., Fortune 500 companies) consistently achieving 100% SLAs across critical areas.Fostered Collaborative Partnerships: Built strong relationships with external vendors (HP, DXC Technology, Cisco, etc.) to facilitate problem-solving and expedite client issue resolution.Championed Operational Excellence: Cultivated a culture of continuous improvement, exceeding monthly and yearly KPIs, and ensuring seamless daily service desk operations.Empowered High-Performing Teams: Provided effective leadership and guidance, fostered teamwork, and empowered team members to take ownership and deliver world-class customer service.Strategic Resource Allocation: Optimized team performance by strategically allocating resources to ensure optimal coverage and support for clients.Results-Oriented Leader: Under my leadership, the team received numerous accolades including "Team of the Year 2013," "Team of the Quarter (2014, Q1)," and "Team of the Month (October 2014)." Personally, I received a "Superseded Expectations" performance rating and was selected as Telstra's "Super 50" Future Leaders.#ITSM #CustomerSuccess #Leadership

Thrived in a dual role as a technical expert and service delivery champion, ensuring exceptional service for Telstra's customers.Subject Matter Expert & Service Delivery:Provided expert guidance and support on Telstra's service desk technologies, ensuring customer needs were effectively addressed throughout the service lifecycle.Collaborated seamlessly with IT help desk teams to facilitate efficient resolution of customer issues.Incident Management & Process Improvement:Leveraged a deep understanding of SLAs to ensure timely incident resolution, exceeding customer expectations.Generated daily reports to proactively manage incidents and optimize resource allocation.Championed continuous improvement by identifying process gaps and driving successful implementation of service improvement plans.Awarded "Telstra Change Champion" for significant contributions to process optimization initiatives.Team Leadership & Training:Provided comprehensive training to staff on service desk technologies, work instructions, and processes.Mentored and coached team members to enhance productivity and service delivery efficiency.

Resolved customer issues efficiently: Addressed faults, service requests, and inquiries across various Telstra services and technologies. Prioritized effectively and maintained composure in a high-pressure call center environment.Technical proficiency: Utilized industry-standard ticketing systems (ServiceNow, BMC Remedy, etc.) to streamline incident management and communication. Acted as the first line of defense, diagnosing and resolving problems at first contact whenever possible.Strong collaboration: Possessed a comprehensive understanding of network protocols and adhered to ITSM processes. Collaborated seamlessly with internal teams to ensure timely resolution meeting customer SLAs.Problem-solving Champion: Employed strong analytical and critical thinking skills to independently resolve complex issues or effectively delegate tasks for optimal workflow. Documented incidents and resolutions for future reference and team training.Knowledge Base Builder: Maintained a broad knowledge base of telephony services (CISCO IPTEL, etc.) and stayed up-to-date on emerging IT service management technologies.#B2BCustomerSupport #TechnicalExpertise #ProblemSolving

Joined MDB as a specialist in the fields of corporate identity (logo) design, print media and digital branding for high profile customers in Sydney, New York and Los Angeles. I was the visual touch ensuring it looks professional, recognisable and memorable. These designs became the gateway to digital solutions for MDB’s clients from print to website ensuring their brands looks like a million dollars!