With over thirty years of experience in the Telecommunications Industry, I have progressed from a Call Centre Operator to a Senior Network Manager overseeing end-to-end teams responsible for building and supporting Telstra’s world wide Call Centre technologies. I have worked with a diverse range of customers, including Services Australia (DHS), Department Of Home Affairs, Australian Defence Force (ADF), and utility partners such as AGL, Origin Energy, and Red Energy, along with numerous medium to small customers. My passion lies in nurturing my teams and individuals, ensuring they have the necessary tools and knowledge to achieve our goals along with delivering top-notch solutions for our customers.I believe in continuous development through various avenues such as online training, internal programs, and collaboration with other teams to foster a culture of self-improvement and excellence both in skills and personal growth. My technical expertise spans across Genesys Call Centre suite of products, CISCO Telephony, Avaya, and associated Cloud solutions, complemented by past experience in contract negotiations, vendor management and technical skills in IBM AIX, Redhat, and telephony protocols. I excel in managing customer and vendor relationships, always striving to exceed expectations and empower my teams to be highly motivated and skilled. ISO-9001 Problem Management accredited, ITIL 4 certified, and certificate IV in training and Assessment, I bring a unique perspective as a lateral and outside-the-box thinker, ensuring innovative solutions for associated infrastructure challenges. My commitment to continuous improvement and dedication to excellence make me a valuable asset in any professional setting.