Fraser Samson Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

I am responsible for the support of several key clients using our Cloud Based Learning Management System (LMS). I proactively manage their support and warranty requests, and provide initial and ongoing training to their System Administrators. In supporting the Administrators, I help them maximise their utility of the system. I am also tasked with validating their system enhancement requests and evolving business objectives. I try first to unlock or cross reference existing functionalities and solutions used by our other clients, which can aid them in their new goals, or work with my team and the client to develop new capability in their site. Additionally I am responsible for the Frontline Support team at Seertech, mentoring and managing them in the timely triage and management of new Warranty and Support requests, ensuring that warranty issues are validated, prioritised and escalated appropriately, to the Technical, UI and Infrastructure Support teams.

Manila, Philippines And Sydney, Australia

I traveled and explored career opportunities in the Philippines and Asia, before returning permanently to Sydney in June 2013 to develop my career.Whilst overseas I commenced an online enrolment in ‘Certificate IV - Training & Assessment’, which I completed in 2014 after starting at Seertech Solutions. Please see the certification section of my profile.

Manila, Philippines And Melbourne, Australia

Deployed to Manila I supported the transformation of a number of ANZ’s Learning Services functions (including migration to a new Learning Management System) to IBM (BPO) . I coached and mentored 30 consultants in their transition to ANZ processes, infrastructure, systems, culture and values.I also trained and mentored the ANZ People Assist team (Tier 1 for ANZ Learning Enquiries – 70 operators), and assisted in the development and fine tuning of their Knowledge Management Tool (KMT). On deck at the 'Go Live' for the transformation, I was also heavily involved as a Transition Issues Log analyst and trouble-shooter, and also acted as an intermediary for all Tiers of the ANZ People Assist escalation process, which now extended to the BPO (IBM).Achievements included:Combining workshop facilitation with ‘one on one’ support at individual workstations, I coached and built the capability of the IBM team to finance industry standards, for their event management of ANZ facilitated learning programs. The significant improvement in standards of service, and reduction in errors, was recognised by ANZ and IBM alike. Trained, mentored and empowered the transformed ANZ People Assist team, at the successful launch of the new LMS, advising on the development of the Knowledge Management Tool which would be used as training resource for existing consultants to refresh their knowledge, and for all new employees when on boarded.

Melbourne, Australia

I was assigned and completed a variety of projects and tasks in this role. An early assignment was to populate and experiment/test functionalities within the Proof of Concept site for the incoming SABA Learning Management System (LMS) .I was also responsible for analysing and providing recommendations for cleansing and improving the integrity of ANZ HR Data/ Training Records, in preparation for their migration to the new LMS. Developing a global model for the allocation of ANZ Mandatory Learning Policy and Continuing Professional Development Plans, was another high profile initiative towards which I made a major contribution.I also became a key member of the group that performed User Acceptance Testing (UAT) of all components to be activated in the new incoming LMS Production site.Achievements included:I prepared a conclusive report for the Project Gold Steering Committee, which analysed the integrity of HR data globally. The thoroughness of the report addressed and reversed the concerns in the Committee, and the Go Live date for the launch of the new LMS proceeded as originally planned.Developed and implemented a global Mandatory Learning Allocation Model, leveraging the functionality of the new SABA LMS, and improving on the previous model which only provided for allocation of compliance training in Australia alone. All 60,000 ANZ employees now receive compliance training requirements automatically from the LMS.

Melbourne, Australia

Stakeholders from businesses and functions across all of ANZ's Divisions and geographies would engage me to consult on how to convert their Training Needs Analysis & desired outcomes into effective and scalable learning solutions. Together we would develop online, facilitated or blended learning courses and programs, which would optimise the functionalities and efficiencies of the Learning Management System and prevalent learning technologies, and which would compliment ANZ’s super regional vision, it's values and overall growth aspirations.It was also in my mandate to generate uptake of the Event Management, Reporting and Invoicing services that the Learning Operations team offered , Achievements included:Received the “Take Charge and Excel Award” in 2011, for exceptional stakeholder management and contribution to the development and successful global rollout of core learning programs for Leadership Learning and Institutional Division.KAIZEN Champion for financial year 2010/2011 within Learning Operations, for being the team member with the highest number of continuous improvement ideas initiated and implemented. Participated in an ANZ-adapted Lean Six Sigma Course, and part of the team that subsequently enhanced the Learning Program Plan document (used in developing all learning programs), and introduced Excel macro smarts and contextual help amongst other improvements, reducing the average roll out time for a new program from 15 to 7 business days.Designed and implemented a Mandatory Learning Expiry Alert to the interface of the etrainPlus LMS in 2010, which improved ANZ Group Wide compliance from 95% to 99%, reducing overall enquiries to the Learning Assist help desk by 10%.Played a pivotal role in the transformation of previously outsourced learning help functions and event management services to the new Bangalore-based Learning Services team, which translated to cost savings exceeding 50% for ANZ businesses when utilising those services.

Melbourne, Australia

My role required me to engage facilitators, course sponsors, learners, and business units attending the centre, attempting to gain an overall picture and appreciation of their training course or meeting's content, structure and objectives. Armed with these oversights, I then raised awareness of the 'state of the art' collaborative technologies available in the training and meeting rooms, consulting on and demonstrating how these tools could enhance learner/participant experiences and maximize outcomes. In alignment with this objective, I facilitated training workshops and designed desktop/in-room user aids for all the available technologies; MIMIO Smart boards, ZING workgroup tool, Tandberg Video Conference Units, PC stacks, wireless mice/keyboards.I also involved myself in; approaching business units, event sponsors and facilitators who were not using or aware of the centre to drive an increase in bookings, championed the self service Event Management functionality available within the Learning Management System, and collaborated wiith and promote the media and e-learning possibilities offered by the in-house multi media centre.Achievements included:Directed conception and production of an infomercial, made available on across ANZ’s intranet, which effectively raised awareness of the centre’s facilities, and generated bookings that ensured that it operated at 100% capacity ongoing. Coordinated and facilitated a series of information sessions pertaining to the Event Management functionality available on the LMS that resulted in the conversion of many businesses from the expensive utility of an external event management BPO, to the adoption of a more cost effective ‘self-service’ solution.

Melbourne, Australia

The most challenging and interesting part of my role, was to develop robust HR data processes, and design enhancements or improvements to functionalities of the Learning Management System (LMS).I was heavily involved in; the testing of all LMS modules for User Acceptance Testing in Phase 2 of the etrainPlus LMS upgrade implementation, liaised with the Risk Accreditation Framework committee to establish a Group Level Reporting Catalogue, Day to day my role would also involve; analysis and maintenance of etrainPlus LMS, providing Tier 2 support for the local and global learning help desks, and maintain operational relationships with the LMS provider and other external suppliers.Achievements included:Supported design and implementation of self-help guides, for the Compliance Reports suite made available on the LMS, which addressed common reporting questions, and effectively reduced Learning Assist help desk enquiry by 15%.Recovered $80,000AUD to the Learning Services ledger, after identifying systemic invoicing error relating to ANZ's global usage of externally provided online courses.

Melbourne, Australia

I managed the Learning Infrastructure and Reporting inbox, resolving or escalating all Tier 2 learning issues and enquiries.During that time I was also responsible for maintaining the team’s Microsoft Project Schedule for the Learning Management System (LMS) upgrade from eTrain to etrainPlus. In preparation for this upgrade I drafted scripts for, and participated in, User Acceptance Testing for all modules in the phase 1 implementation of the incoming LMS upgrade.Achievement included:Joint recipient ‘Human Resource Services (HRS) Team Pursuit’ award 2007, for the successful upgrade of the LMS. Prepared ANZ Group report capturing usage/costs for 3000 available courses over previous 2 financial years, cataloguing their associated competencies/operational detail. This triggered improvement in learner search experiences, and prompted a significant reduction in learning offerings which were being unnecessarily duplicated across the organisation.

Melbourne Area, Australia

This was a call centre based role, engaged in the settlement of a personal portfolio of insurance claims, for all Home and Contents policies sold across the RACV and CGU brands.Achievements included:I was promoted to management of portfolio of complex Fire, Thefts & Landlords insurance claims.

Mid-North Coast Nsw

Employing 9 full time scaffolders, I was responsible for all aspects of the business; recruitment and training, accounting, sales & marketing, operations and quality control/improvement. I also contributed as a scaffolder and Team Lead on commercial and residential sites.Achievements included:Starting up with only a AUD500 overdraft, the company generated AUD1.2million of turnover in 27 months of operation.7 commercial developments and over 100 residential scaffold projects were completed and signed over in that period.The company trained & developed 9 FTE to accredited scaffolder status and above, with two employees progressed into Team Leadership roles. The company's work safety record was exemplary.

Taree, Nsw, Australia

I led team of 4 travel consultants in the role of Branch Manager for a retail branch of the Flight Centre brand. Achievements included:The team achieved the business' first financial year (2001/2002) profit in 7 years of being in operation, a AUD67k improvement on the previous year, for profit of AUD22k. Taree Flight Centre also placed 2nd that year for Most Improved Shop in New South Wales, a region consisting of 80 branches.

Bachelor Of Arts (Honours), Economics And Public Policy

Deluxe Express It Course, Information Technology

• Certified Help Desk Analyst. • A+ Service Technician Certification – Hardware and Software. • Microsoft Certified Professional - Windows.