Gustavo Shad Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Rhodes, New South Wales, Australia

Committing in delivering and executing on company policies within the region, to enhance the overall organisation's objective. Assumed P&L responsibility for the End User Services (Service Desk) within the APAC Region, with over $18M of revenue, delivering and maintaining a gross margin percentage of over 33% across the region (highest across all regions)..

Milton, Brisbane And Rhodes, Sydney

− Build and maintain relationship with clients − Manage a Leveraged Service Delivery team of 65 employees (1st, 2nd and 3rd Level Support Teams) supporting 5 different clients, over 9000 users− Manage Service Delivery staff including consultation on performance and evaluation, promotion, hiring and disciplinary responsibilities− Manage Team Leaders.

Sydney, Australia

Lead the transition from NSW ServiceFirst to GovConnectNSW (Unisys) as a subject matter expert in Service Desk and End-User Computing (EUC). The transition lasted a little over 6 months, and during that time I was responsible establish a new Digital Service Desk and EUC environment to support 24 NSW Government Agencies over 9000 users. The project was very.

Brisbane, Australia

− Apple Support for Queensland DETA TAFE Program− Provide client and Server Support to all Queensland TAFE Apple Macintosh users− Create and deploy Apple Macintosh images− Package and deploy Apple Macintosh applications− Open Directory and Active Directory Integration− Development and deployment of login scripts using AppleScript− Open Directory server.

Brisbane, Australia

- Maintain strong client relationships to ensure high levels of customer satisfaction and communication- Maintain positive and collaborative working relationships with project team members, account representatives and stakeholders- Accurately forecast resource requirements to deliver project on time and within budget- Coordinate assigned resources to.

Brisbane, Australia

Conduct company induction training program for new staff- Monitor and report effectiveness of training to the operational team- Develop testing and evaluation procedures- Design and coordinate programs based on agreed training strategy- Develop and facilitate professional training and development, learning initiatives- Develop guiding principles and.

Brisbane, Australia

- Developed QA Framework used at Unisys APAC− Promote quality achievement and performance improvement on the Service Desk by reviewing recorded calls and reviewing logged incident data− Set QA compliance objectives and ensure targets are achieved− Assess customers' changing requirements and ensure compliancevia an audit of specific incidents− Maintain.

Brisbane, Australia

− Ensure quality service to all clients supported by the Service Desk − Manage 24/7 team of 11 employees− Coordinate activities to meet operational requirements and servicecommitments across shift tasks and projects on 24/7 roster− Approve claims within the HR system including, leave, expenseclaims, people development− Staff training including continuous.

− Deliver consistently high levels of customer service− Support multiple clients through customer service professionalism and insight− Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service− Accurate documentation of calls and cases− Provide.

Queensland, Australia

- Customer service- Service and maintain existing Queensland client base and accounts- Market extension including sourcing new clients- Introduce new products to market- Discuss and resolve any client concerns in a satisfactory, timely and professional manner Curriculum Vitae

Brisbane, Australia

- Provide senior level customer service and 'Help Desk' support- General network surveillance- Troubleshoot and solve escalated technical issues from other departments- Maintenance of SLAs- Resolve WAP related issues within the Orange CDMA Network

Diploma In Network Engineer, Information Technology Project Management

High School Certificate, High School/Secondary Diplomas And Certificates