Jason Walsh Email & Phone Number

Brisbane, QLD, AU

Brisbane, Queensland, Australia

• Successfully oversaw the delivery of IT services to a major client, ensuring alignment with SLAs and achieving high customer satisfaction.
• Implemented process improvements that resulted in a 20% reduction in service delivery times and increased overall team productivity.
• Fostered strong relationships with internal and external stakeholders, leading to enhanced communication and streamlined service operations.
• Expertly managed escalations and complex issues, coordinating with technical teams to provide timely solutions and maintain service continuity.

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

• Establish and lead a high-performing 24/7 Global Operations Support Team, leveraging exceptional communication and management skills to drive operational efficiency and excellence
• Exhibit outstanding B2B and B2C support capabilities, delivering exceptional service and building strong relationships with diverse clients across a range of industries to ensure satisfaction and retention
• Leverage expertise in ServiceNow implementation to expertly design and deploy cutting-edge solutions that optimize service delivery, improve efficiency, and enhance the overall user experience
• Spearhead the definition and implementation of support processes across more than 20 products and services, expertly streamlining operations and enhancing service delivery to achieve optimal levels of customer.
• Forge strong partnerships with developers and business stakeholders, leveraging outstanding communication and collaboration skills to provide top-tier support to both internal and external customers and ensure the.
• Demonstrate exceptional strategic planning abilities, driving the future growth and direction of the support team through the implementation of forward-thinking initiatives and innovative solutions that enhance service.

Brisbane, Queensland, Australia

• Demonstrated a proven ability to optimize team operations and drive success, leveraging expertise in implementing robust processes and procedures to streamline workflows, improve efficiency, and enhance team.
• Demonstrate a track record of success in driving seamless integration of third-party solutions into complex business environments. Successfully integrated a third-party CRM vendor into IGT for the largest Victorian.
• Designed and executed a streamlined onboarding process for new third-party vendors, ensuring seamless integration into multiple complex environments. Developed comprehensive training materials and documentation to.

• Delivery of a server upgrade project across 135 sites during constantly changing COVID restrictions effecting site access and resourcing.
• Management of risks, issues and dependencies across the project.
• Establishing and maintaining relationships with internal and external stakeholders including customers, vendors, operators and senior management.
• Created a high performing project team during an internal technology restructure and a change of delivery model to external partners, mid project.
• Facilitate schedule/data analysis and key stakeholder requirements.
• Make recommendations for improvement.

Melbourne, Victoria, Australia

• Successfully tested and rolled out new Vendor solution - 4.4 SP1 during COVID lockdown. This required a pivot to a new way of testing to successfully test SP1 due to the Victorian COVID lockdown and restricted access.
• Tracking and managing outstanding work to be completed before venues re-open after multiple COVID shutdowns.
• Migrating Wiki to Confluence providing a modern central repository for all support documents. All articles were audited and updated as part of this process
• Designed and implementation a new roster for the on call (covering 24X7).
• Helped implement a new testing methodology to provide consistent testing and considerably reduce the risk of testing errors.
• Successful completion of the EODMA rollout to venues. This included system setup, training of venue staff on site and phone support afterwards.

Ballarat, Australia

Ballarat, Australia

Melbourne, Australia