Promoted to Senior CSM managing Woolworths New store deployments, store upgrade project team and telecommunications department.Managing 3-4 project managers, 3-4 engineers and 4 IT coordinators.Managing customer project requirements and escalations.

I have ownership and accountability for all the Telecommunications carrier related service requests for the client account and team leader of 4 representatives.

Senior telecommunications representative for the Woolworths account.I have ownership and accountability for all the Telecommunications carrier related project tasks.

Overall responsibility of customer's order from sales signoff, provision of service through internaldepartments and telco and hardware suppliers and vendors, customer acceptance and handover of service to technical support, then setup of service in billing system, invoicing and customer account queries. Responsibilities and Duties Include:ProvisioningEntry of orders into supplier web based systems (Nextep, Request, Telstra, Optus, Connect, Iburst etc) Co-ordination of purchase, commissioning and delivery of related equipment Liaison with customer via provisioning website and direct contact proactively throughout provisioning progressResponsible for cancellation of services when requestedProject Co-OrdinationResponsible for minor data projects when associated with provisioningCo-ordinate install for small projectsOngoing co-ordination and management of work ordersTelco SuppliersReconciliation of all telco supplier bills (Nextep, Request, Connect, Telstra, Optus etc)Co-ordination of payments to suppliers via accounts teamLodge and manage disputes with suppliersBillingResponsible for billing of all services through Emerald billing systemResponsible for billing of all services through Voice Billing systemLiaise with customers on enquiries regarding billing- Responsible for cancellation of services in billingAchievements: Deployed Anglican Church Internet and VoIP network across Australia

Responsible for the implementation of service(s) as defined by the customer's official order or officially sanctioned internal works order (internal customer) and to manage the overall implementation of required service(s) as part of the project management team.

Description: Manage NTT's service delivery department, providing a communications conduit between internal and external contacts to ensure the successful delivery, modifications and cancellation of servicesResponsibilities and duties included:Overall responsibility for service delivery functions including support for delivery team members and allocation of engineers for provisioning and cancellations of servicesCoordinate the implementation and resources required to install, upgrade and cancel corporate customers WAN servicesLiaise with department managers in creating procedures for the delivery and support of new products Resolve issues and improve relationships with NTT's suppliers and contractors Liaise with vendors, suppliers and contractors to ensure SLA's are being adhered toEnsure delivery of operational services in line with contracted obligationsCreate and manage service delivery project schedules to enure delivery of projects within deadlinesUpdating and maintaining customer network diagrams using Visio through collating technical information of customers networksQuality check data network requests to ensure adequate information is provided for delivery of requested servicesUse escalation channels as required to ensure service deliveryDevelop and update service delivery policies and procedures Collate and present service delivery statistics and reporting Process purchase orders and invoices ensuring within budgetAchievements: Employee of the Month September 2004

Description: Working within NTT's service delivery department coordinating internal and external contacts to ensure on-time and correct delivery of all services Responsibilities and duties included:Liaising with internal and external contacts to gather information necessary to place orders with suppliersPerform order processing and tracking of data services to various carriers including Telstra, Optus, Powertel, Request, Nextep, ComindicoOrdering services on a daily basis including Frame Relay, X.163, Broadlink, Ethernet, DAR's, PAPL, DSL, VPN services, internet and VPN portsPerform creation of services including domain registration and delegation, virtual web hosting services, dial up modem services and email accountsOrder and coordinate on-time delivery of required customer hardware through Lan Systems, Express Data, Tech Pacific, Dell ComputersEnsuring customer information is accurate and up to date using appropriate tools and procedures Ensuring customer is happy with the solution delivered and that it meets expectationAdhere to SLA times, which includes the regular follow up to internal and external contactsProactive identification of areas of correction/improvement, both internally and with vendors and carriersIn-depth knowledge of products and services required for service deliveryIdentifying sales opportunities and assisting with sales processAppropriate collation, escalation and filing of paper workBilling reconciliationAchievements: Employee of the Month May 2004

Description: Supporting NTT's internal and external customers services through troubleshooting customer reported faults, provisioning services and maintaining the customer networkResponsibilities and duties included:Level 1 and 2 troubleshooting of broadband connections via phone, email and fax including DSL, ISDN, Ethernet, web hosting services, dial up modem services, email accountsCall logging, troubleshooting, escalating, updating clients, advising of resolution and explaining queries and/or issues then closing calls Monitoring and processing call and email Q'sReview and auditing of services included and missing in NTT's database Raising/updating/closing of outage reports, informing clients via email and phone and following up with engineers as to cause and prevention of issuePerform internal LAN administration including rebuilding and maintenance of PCs and laptops creating and maintaining LAN accountsAfter hour data centre monitoring, actioning of client requests and supervising customer visitsAdvanced knowledge and use of DOS commands eg telnet, ping, tracert, nslookup and FTP to troubleshoot issuesIn-depth knowledge of products and services required for troubleshooting, service delivery and up selling existing clientsAccount management, sales and sales administration of consumer customers Performing internal training in UNIX and networking Support and train new and existing team membersCreation and review of work instructionsAchievements: Employee of the Month October 2002Technical Troubleshooting Level 1 & 2 Certificate

Description: Working within the Ozemail Technical Support Team providing support for new and existing customers dial up modem services Responsibilities and duties included:Experience in PC operations > WIN 95/98/2000/ME/NT4 PC Programs supported Internet Explorer 3/4/5/5.5 , Outlook Express 4/5, Netscape 3/4/4.7/6, Internet mail, Eudora 3/4.3, HyperTerminalExperience in MAC OS 7.5 > 9MAC programs supported Internet Explorer 4/5, Outlook Express 4/5, Netscape 3/4.7; Trained in modem trouble shooting, driver problems, connection problems, dropouts etcReceive support calls from customers concerning sales, registration, connection problems, browsing/email problems, problems with supported programsAssisting customers in identifying and analysing problems using knowledge bases and other tools available such as ping, trace route, name resolution, EXPN, CMD prompt, winipcfgPerform testing of problems within company's technical environmentAssist with internal IT support to assist staff with their computer problems and queries as required

Description: Directing all inbound customer phone calls to relevant Ozemail departments by determining customer requestsResponsibilities and duties included:Receiving first line calls, answering in a timely and polite manner, determining nature of the customer calling, and direct to the appropriate departmentProvide product information and pricing information to prospective Ozemail customersComplete first level enquiriesDirect irate and upset customers to the appropriate supervisorCommunicating solutions to customers and ensuring that they are understoodAdmin tasks such as call logging, emailing, faxing, despatching software and registration software, working on intranetCommunicating problems and solutions to customersAdministrative tasks such as call logging and emailing Other duties as directed by supervisor; Over 6 years experience within the telecommunications industryExperience in dealing with international customers, internal departments and service agents, business partners, PTT's and third party vendors and an understanding of the cultures and processes within highly regulated countries such as India & West Asia.Project Management. Projects involved in Australia: MPLS network implementation for IBM India, Omron Singapore, ABB Asian sites and Network Upgrade project for SKM Australia sites and Tourism New Zealand offices.