Jane Mclaughlin Email & Phone Number

Australia

Melbourne, Australia

Program Manager within the Dell EMC consulting practice. I manage transformation programs, overseeing activities delivered by our multiple lines of business for enterprise clients, including the Dell Technologies Select Global Clients.

Melbourne, Australia

Project Management within the Avaya Professional Services team. My role involved the project management of telephony implementations within time and budget constraints for enterprise clients and government departments including the department of Defence. Responsible for liaising with key stakeholders and establishing project structure, creating governance plans, including project, communications and risk management plans. I managed the work flows of the local, offshore and third party Technical Teams.

Melbourne Area, Australia

Working as a consultant predominantly for Avaya Australia and also IBM, Touchbase and Global Connect clients, my role involved the design, implementation and user acceptance testing of contact centre technologies. Depending on the scope of the project my role often expanded to cover project management.

Sydney Area, Australia & Melbourne Area, Australia

During this time, I worked as a Consultant to design and implement Avaya Telephony and Reporting systems, including call centre, voicemail systems, and CTI applications. I did this through providing consultative support and recommendations to design and gather customer requirements. My role also involved programming and testing telephony systems and writing custom reports.I also provided customised system administration training and post-cutover administrative and user support to my clients and sought to maximise the business unit revenue opportunities by follow-up of existing NSC clients who may require training services and programming changes.

Sydney Area, Australia

At Pinpoint Marketing I worked as a consultant to the various business groups, it was my role to deliver and support voice solutions for Pinpoint’s four Sydney based sites. This included the day to day support of adds, moves and changes of Voice Systems, including PABX (Definity G3R, NEC 2400 SDS & Fujitsu F640), Avaya CMS, Avaya Intuity Conversant IVR (x4) and voicemail systems (Active Voice) ensuring that availability and performance is maintained within agreed service levels. I would design, test and implement ACD solutions to meet operational requirements. I created and managed reports from various voice systems in line with user requirements, verified invoices from vendors and conducted analysis of phone bills to identify potential areas of improvement. I provided support and performed project activities as required and provide advice and guidance on voice infrastructure requirements.During my tenure at Pinpoint I designed and undertook maintenance of call flow documentation for the call centres. Managed and coordinated relocation of Travel group to a new building with new Avaya VoIP infrastructure and designed ACD reports for Pinpoints billing to client requirements.

Dublin, Ireland

As Telecoms Support Specialist I was required to provide telephony support to IBM’s EMEA Sales and Service centre. This included the day to day support of adds, moves and changes on Avaya Definity G3R, Avaya CMS, DT Mail (voicemail) and Confertel (Spectel Audio Conferencing) ensuring that availability and performance is maintained within agreed service levels. I designed and implemented enhanced skills-based routing call flow designs within multilingual ACD environment and developed custom reports (Avaya CMS) to enhance client and internal reporting.Whilst in this role I designed and implemented a new ACT database for internal helpdesk ticket logging.