Jennifer Holden Email & Phone Number

Sydney, New South Wales, Australia

New South Wales, Australia

Managing the 1st level team in day to day operations, this included scheduling of onsite visits, esculations and customer service.

Responsibilities:• 1st and 2nd level telephony support calls• Handle escalated helpdesk calls • On Call telephony after hour’s support.• Support Thrifty car rentals, both in Australia and New Zealand, providing 1st and 2nd level IT support• IVR call management, process mapping of all of NRMA’s 13, 1300 numbers.Achievements:• Implementation: Key team member for the implementation of a new IVR Self Service system to help improve member experience and get them the assistance they need quicker• Vendor Relationship Management Improving relationships been thrifty New Zealand and their external support vendors.• Staff Recognition ‘Blue Award 2015’ for managing the quick implementation of a new call flow to enable members to attend a regional event involving NRMA directors. • Staff Recognition ‘Blue Award 2015’ successfully assisted in co-ordinating and resolution of issues at a motorserve site. Keeping all stakeholders up to date with where the issue is at and how long to resolution.

North Sydney

A Subsidiary of NRMA Motoring and Services, tourism and leisure provides travel options for members and customers alike. Full service travel operation with a 200 seat call centre. Consultants would book travel from start to finish for customers using many different booking agents. 3 Month Project:• Implementation of IT processes and procedures• Better tracking of helpdesk work requests and incidents• Better reporting of closed helpdesk tickets• Build better relationship between ICT and the business Project Outcomes:• Development and implementation of knowledge base, FAQ’s, triage documentation on systems, and how to documents.• Implantation of inbox management for requests and incident’s• Improved ICT working relationship with the business

Responsibilities:• 1st point of call for service calls both desktop and remote support requirements• After hour’s supportAchievements:• Implementation of a knowledgebase for all service desk staff use, including process documentation triage sheets and FAQ’s relating to ICT services. • Numerous staff Recognition Awards for going the extra mile to help resolve staff issues

An outbound calling company customers such as American express, Westpac and Suncorp bank would use to call its clients to offer them special deals. Customcall was a NSW based company with a 200 seat call centre environment. Responsibilities:• Helpdesk Support• Infrastructure support and maintenance • Telephony Support• On call after hour supportAchievements:• Hardware audit with successful recommendation for hardware refresh• implementation of thin client network • Implementation of new citrix server farm

Financial banking with locations all along the east coast, this included 3 head office locations, 80 plus person call centre environment and over 50 plus branches across Queensland, New South Wales and Victoria. Responsibilities:• Sole ICT support for NSW, this included head office, call centre staff and branch offices• Onsite hardware support for all ICT infrastructure within the NSW head office • Wide scope of support tasks from hardware, software, Infrastructure and telephony requests • Documentation and assist tracking for NSW head office. Achievements: • Key player in three major successful mergers. These mergers involved addition of new staff to the domain, hardware replacements and refresh of equipment, new telephony solutions, auditing and decommissioning of old hardware. • Numerous staff Recognition Awards for project contributions, and also going the extra mile to help resolve staff issues

Network Engineering, Information Technology

Hsc