Jim Leigh Email & Phone Number

Sydney, New South Wales, Australia

As a GRC Software Solutions Engineer 2, I play a pivotal role in designing, implementing, and maintaining cutting-edge GRC solutions. My expertise help organisations streamline their compliance processes, manage risks effectively, and ensure adherence to regulatory requirements.

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Manage customer escalations providing regular updates for outages key contacts within Fuze and our customers. Managing critical accounts to improve CSAT and protect and grow revenue. Also, providing technical support to assist with speedy resolution of complex faults. Key responsibilities - • Provide internal and customer stakeholders with a single point of contact during the lifecycle of an escalated support request.• Escalate roadblocks with internal departments up to and including exec level contacts to ensure proper management involvement and awareness.• Prioritize and stimulate escalations with various engineering departments to ensure visibility, traction, and ultimate closure of any escalations.• Collaborate with infrastructure and engineering teams who are required in escalations management• Manage critical customers to build confidence and protect and build revenue.• Maintaining positive relationships with key contacts within key customer accounts.• Utilize my strong technical engineering background to assist with progressing faults for a speedy resolution.• Lead on network investigations with customers for the Fuze APAC region.Experience - • Networking• VoIP/SIP• UCaaS support• Customer success• Critical account management• Escalation management

Sydney, Australia

Key responsibilities- Support customer networks connectivity to the Fuze UCaaS platform- Ticket management focusing on clear concise communication with customers- Troubleshooting complexed VoIP issues- Leading on critical situations-investigating complexed issues and provided detailed updates to clients- Implementing network monitoring services for clients- Support Audiocodes SIP gateways- Work cases via SalesForce- Work on escalated cases via Jira

Sydney, Australia

AV Support EngineerKey Responsibilities• Test and monitor the AV environment within the companies head office • Managing the installation and onboarding of any new VC endpoints such as - • Cisco SX80's with room integration • Cisco SX20's, MX300g2's and SX10's • Cisco Desktop units including EX90's and DX80's• Manage the Cisco TMS VC environment• Support and manage Extron matrix and HDMI switchers• High-level experience of Crestron RMC3 and CP3 controllers• High-level experience supporting Q-Sys DSP's• Assist executive level VC meetings• Manage large AV events including pretest and in conference support• Manage Cisco CUCM phone registrations and replacements• Manage the AV design and build out of new HSBC branches• Look for continued improvements in the AV environment• Assist with supporting the HSBC trading systems

Sydney, Australia

Key Responsibilities• Order and monitor MPLS connections for the BT corporate TelePresence network. Making sure, as new VC devices were installed there was adequate bandwidth on the links including sufficient QoS bandwidth. • Manage P1 and P2 fault escalations and provide post incident reports. From the post incident review, assist with implementing service improvements and new best practice changes.• Manage network and hardware maintenance and recovery following the BT change process guide lines.• Install Cisco switches and routers for data and SIP services.• Implement and maintain audio conferencing services. Such as E1, T1 and SIP connections including access numbers from over 100 countries.• Update and maintain accurate and detailed technical documentation.• Follow up with network vendors to make sure adequate notifications of planned work are implemented. • Manage relationships with network vendors, working closely with the account teams to maintain a high standard of delivery and support.• Work closely with remote teams to investigate faults on integrated conference applications.• Install and maintain Compunetix audio bridges running E1 and T1 services.• Support the new Dolby Conferencing environment including the new Dolby Conference phone.

Sydney, Australia

* Ensured that service level targets were exceeded.* Implemented new product launches – working in unison with the product/portfolio team. * On boarding of new clients. Liaised with bid and account management teams. * Created and delivered information and technical briefs.* Induction of new team members through mentoring. * Delivered daily, weekly, monthly availability reports for management review.* Managed, investigated and reported on escalated issues.

Aylesbury, Uk