As a cloud/SaaS Technology Specialist, focused on Microsoft Business Applications, including our low-code Power Platform and Dynamics 365, my role is to help Microsoft empower every person and every organisation on the planet to achieve more - by enabling them to engage their customers, empower their employees, optimise their operations, and transform their products.As the Generative AI Technical Lead for Business Applications, my role additionally includes ensuring our customer facing technical and selling teams are empowered with the latest technical guidance and thought leadership in the application of Generative AI (Copilot) to our suite of Business Applications as they in turn, empower our customers.

As a cloud/SaaS Technology Specialist, focused on Microsoft Business Applications, including our low-code Power Platform and Dynamics 365, my role is to help Microsoft empower every person and every organisation on the planet to achieve more - by enabling them to engage their customers, empower their employees, optimise their operations and transform their products.As technical lead, my role additionally includes ensuring category excellence by empowering our customer facing technical and selling teams with technical guidance and thought leadership as they in turn, empower our customers.

As a cloud/SaaS Technical Specialist, focused on Microsoft Business Applications, including the low-code Power Platform and Dynamics 365, my role is to help Microsoft empower every person and every organisation on the planet to achieve more - by enabling them to engage their customers, empower their employees, optimise their operations and transform their products.

As a cloud/SaaS Technical Specialist, focused on Microsoft Business Applications, including the low-code Power Platform and Dynamics 365, my role is to help Microsoft empower every person and every organisation on the planet to achieve more - by enabling them to engage their customers, empower their employees, optimise their operations and transform their products.

As an Oracle Service Cloud and Customer Experience specialist, my role, reporting in to the APAC CX Applications VP, is to provide strategic support to the Oracle sales focused teams in their interactions with customers and prospects and to serve as a strategic adviser to help drive Customer Experience transformation within customer organizations.

As a Senior Customer Success Manager my role is to own the successful and ongoing relationships with Oracle's Service Cloud customer base and to serve as a cloud solution expert and strategic adviser and to provide expert guidance to help these customers meet their business and strategic objectives.

As Oracle Consulting's strategic and architectural Domain Leader for Oracle Service Cloud, reporting in to the APAC Consulting SaaS VP, my role is to provide thought leadership, develop innovative services, provide business development and implementation support to Oracle in the delivery of Oracle Service Cloud Solutions across Asia Pacific.

To deliver architectural leadership, develop innovative services, provide business development and implementation support to Oracle in the delivery of Oracle Service Cloud Solutions across Asia Pacific.Analyse business needs to ensure Oracle solution meets customer objectives. Exercise creativity and independent judgment and business acumen in selecting methods and techniques to design non-routine and very complex business solutions utilizing Oracle products and technology to meet customer needs.

The role, in Oracle Consulting Service, has ANZ and APAC responsibilities and requires me to serve as a domain expert for Oracle RightNow CX Cloud Service with a broad understanding of solutions, industry best practices, multiple business processes and technology designs across multiple product/technology families.I help design and architect customer experience solutions, primarily SaaS, for global organizations across a wide spectrum of industries; Finance, Telecom, Retail, Online Retail, Insurance, Entertainment, Electronics and Government.Key Responsibilities: - Work with customer business and IT managers to understand their business priorities and challenges,- Lead the design of detailed solutions for non-routine complex projects,- Provide oversight of the delivery of the architected solutions,- Develop high level implementation roadmaps to describe how customers can transition to proposed solutions,- Advise and influence customer leadership on process direction/decisions by providing industry, business process, and product expertise,- Collaborate across all delivery channels including Global Delivery resources, system integrators, and third parties,

Pre-Sales consulting around Customer Experience and Knowledge Solutions primarily delivered via a SaaS model.The role involves pre-sales activities throughout Asia Pacific, along all industry verticals, focused around demonstrating Customer Experience methodologies, techniques and technologies to clients at various organizational levels towards ensuring that sustainable long-term customer business benefits are realised. Role includes developing business cases to prove return on investment using Customer Experience (CX) methodologies.Qualified for Oracle Club Excellence 2012 (100%+ Sales Target Achievement).

The role involves pre-sales activities around translating customer requirements into comprehensive services Statements of Work defining the business objectives, delivery approach, and customer results to be achieved during Professional Services engagements using product/industry best practices.A key part of my role involves understanding the client’s technical requirements, and technology environment, and then translating these in to a technical solution using the technical capabilities of the RightNow platform.An additional primary task in this role is developing the Solutions Architecture Practice for the RightNow Asia Pacific South office.

My role involved implementation, troubleshooting and consulting services around the RightNow CX cloud based, SaaS solution.A primary function of the role involved translating customer requirements in to functional/technical design documents using industry/product best practices. Post-design my role involved translating functional/technical design documents in to an installed active implementation.Ongoing duties involved ad-hoc training, troubleshooting and consulting services around the RightNow CX Solution.

End to end management and coordination of the Knowledge Management team’s activities towards management, maintenance and expansion of Virgin’s customer facing content portal, intranet portal and customer contact management system (RightNow CX). I managed 8 direct reports covering Knowledge System Administration, Internal Communications, Email Management, Knowledge Management (Customer and Internal), Social Media, Video/Multimedia Content, Written Technical Customer Facing Content and the Intranet.The key purpose of my role, based in the Web and Customer Experience Department was to maximize the customer experience and to promote customer/agent self-serve through web-based services, features and functions primarily using the RightNow CX Platform.

Project Managed the Customer Service component of the launch of the Apple iPhone 3G for Virgin Mobile Australia.This involved managing a Customer Service project team towards creating the internal and customer facing support content and internal processes, training and support content and documentation for handling the sales and support of the Apple iPhone 3G. I received a Virgin “Made A Difference” award for my efforts and the successful outcome for the company in such a short timeframe.

Performed Quality Assurance editing on content authored by the Knowledge Authors for the Intranet, company website, published product guides, user guides and email templates.

Provided technical support via email for Broadband products – including management of the mailbox, reporting, email templates and the Knowledge Management System.

Provided Technical Support on inbound customer calls for Virgin's Broadband product lines. This included the authoring of technical content and population of the Knowledge Management System.

Administered the Project Office (including branch IT Infrastructure) and managed sub-contractors from several vendors, maintaining and ensuring adherence to Project Plans and goals.

Coordinating technical staff activities nationally on outsourced contracts for Accenture, IBM, Volkswagen, General Motors, Corning Products, South African Regional and National Government Departments and several other multi-nationals, - Managed 1st, 2nd and 3rd Level support issues to resolution,- Managing the company’s technical skills requirements (recruitment & allocation), - Contract Management - SLA monitoring, staff scheduling, outsourcing etc.- Service Desk point of escalation for technical troubleshooting,- Client liaison for any escalated issues.- Payroll Management