Key Responsibilities:Quarterly Business Reviews: Conduct comprehensive quarterly business reviews with clients, analysing service desk metrics and performance data to assess service effectiveness and identify areas for improvement.Project Management: Actively manage resources and provide direction for data migrations, transitioning from on-premise to cloud infrastructure, and overseeing client onboarding projects. My leadership in numerous cloud initiatives has led to improved operational efficiencies and client satisfaction.ITIL and ITSM Expertise: Implement & adjust ITIL and ITSM frameworks to optimise service delivery and improve incident & service request management processes. My focus on continuous improvement has resulted in enhanced service quality and increased CSAT.Process Automation: Spearheaded the automation of user on and offboarding processes for companies; Designed and implemented an automation solution for user onboarding and offboarding that reduced a 30-minute task to just 90 seconds.; Additionally developed & Implemented PSA workflow rules/automation to reduce manual handling of day-to-day service desk tasks.Team Management: Lead a dynamic team of service desk engineers, fostering a collaborative environment that emphasizes professional growth and adherence to ITIL best practices. Conduct regular meetings to align team goals with organisational objectives and ensure a clear understanding of KPIs.KPI Adherence: Monitor team performance against established KPIs, providing coaching and support to ensure we consistently meet and exceed service level agreements (SLAs). Aanalysis of performance metrics to identify trends and implement strategies for improvement.Client Relations: Build strong relationships with internal IT teams and clients, understanding their unique challenges and requirements. This collaboration enables us to tailor our services to meet specific needs, enhancing overall service delivery.

Key ResponsibilitiesTechnical Support: Delivered Level 1/ 2 technical support to numerous clients across diverse environments and ERP systems. I addressed a wide range of hardware and software issues, often involving intricate system integrations and configurations. By ensuring prompt resolution of incidents and service requests, I effectively minimized user downtime, even in environments with varying complexities and unique system requirements.Troubleshooting and Diagnostics: Utilised strong analytical skills to diagnose and resolve technical problems, including networking issues, and software/hardware issues, while maintaining a high level of customer satisfaction.Incident Management: Managed incoming support tickets through a ticketing system, ensuring timely updates and resolutions in accordance with service level agreements (SLAs).User Onboarding and Hardware Configuration: Assisted in onboarding new users by setting up accounts, configuring devices, and providing training on software applications, fostering a smooth transition to their new environment / SOE.Documentation and Knowledge Base Management: Created and maintained detailed documentation of common issues, solutions, and procedures, contributing to the organisation’s knowledge base for future reference and continuous improvement.Collaboration with IT Teams & Vendors: Worked closely with cross-functional teams to escalate complex issues and implement long-term solutions, enhancing the overall efficiency of service delivery.Client Communication: Effectively communicated technical concepts to non-technical users, ensuring clear understanding and guiding them through problem resolution processes.Continuous Improvement: Actively participated in team meetings to discuss service improvements and best practices, contributing ideas to enhance overall service desk operations and customer experience.

Key ResponsibilitiesClient Relationship Management: Built and maintained strong relationships with corporate clients, providing general banking solutions that met their needs. Engaged with clients to understand their goals and challenges, fostering trust and long-term partnerships.Banking Solutions Promotion: Facilitated the creation of new savings accounts and promoted various Westpac products, ensuring clients received general information in accordance with regulatory guidelines.Digital Banking Solutions: Advocated for digital banking products and services, helping clients leverage technology to enhance their banking operations. This experience enhanced my IT acumen by integrating financial services with digital innovation.Collaboration with Senior Teams: Coordinated handovers to senior teams for more complex inquiries, ensuring clients received expert assistance while maintaining a high level of service.Market Research and Trends Analysis: Monitored industry trends and market conditions to provide clients with general insights about available products and services, refining my business acumen in the process.Client Impact: Contributed to clients' financial well-being by facilitating account openings and promoting Westpac products, enhancing their ability to achieve savings goals and optimize their banking experience. Demonstrated a strong understanding of banking services and client operations to support their financial objectives.Team Collaboration: Worked closely with internal teams to enhance service delivery and improve banking solutions, providing feedback on client needs to drive the development of effective products.

Key ResponsibilitiesAccount Management: Managed and maximized sales from existing accounts while actively prospecting for new business opportunities. Utilised a consultative sales approach to gain a deeper understanding of client requirements, enabling me to tailor specific solutions that optimized their return on investment and ensured achievement of sales targets.Business Development: Focused on expanding new business and increasing sales through various methods, including warm leads, cold calls, emails, personalized follow-ups, customer referrals, and repeat business.Channel Partner Segmentation: Adhered to channel partner separation parameters, ensuring that partners were effectively categorized based on performance and market potential. This allowed for tailored support and resource allocation to maximize sales effectiveness.Collaboration with eCommerce Teams: Liaised with eCommerce teams in Southeast Asia to develop a feedback system that ensured Australia’s successes were shared and leveraged across the Southeast Asian region.Pricing Strategy: Provided specific pricing delegations based on customer loyalty, potential for repeat business, and overall opportunity size, ensuring competitive offers while maximizing revenue potential.

Key ResponsibilitiesConsultative Sales Approach: Leveraged a consultative selling strategy to successfully sell large volumes of Mac computers, iPads, and iPhones to businesses of all sizes, from small operations to larger accounts. This included developing bespoke solutions that integrated third-party support for POS equipment, networking, and backup solutions.Client Needs Assessment: Utilized a consultative approach to gain a deep understanding of client requirements, enabling me to provide tailored solutions that effectively met their needs; utilising Apple’s products, services, and consultancy network.Coaching and Mentorship: Guided team members to assist with qualifying leads and capturing essential details about prospective clients, fostering a team-oriented environment that enhanced overall sales effectiveness.Product Advocacy: Articulated the features and benefits of Apple products to small and medium-sized businesses through one-on-one sessions, and hosted events; effectively communicating how said solutions could enhance operational efficiency and drive business success. Handing over to Apple Corporate given applicable where necessary.Client Relationship Management: Established and nurtured relationships with new clients and walk-in business-oriented customers, building rapport and trust to encourage repeat business and long-term partnerships.Business Acumen: Demonstrated strong business acumen by understanding market trends and customer needs, enabling strategic decision-making that aligned with both client goals and Apple’s business objectives.

Key ResponsibilitiesSales Excellence: Consistently ranked in the top 1% in NSW for achieving sales targets and KPIs, demonstrating a strong commitment to driving repeat revenue and enhancing performance through a consultative approach.Trusted Advisor: Built and maintained relationships with a diverse range of customers, becoming a trusted advisor that increased average sale value, brand loyalty, and attachment rates for additional services.Educational Workshops: Conducted engaging workshops for public groups (6-16 participants) to showcase the capabilities of Apple's hardware and software, enhancing customer knowledge and driving product adoption.Customer Experience: Created sincere and enjoyable customer experiences aligned with Apple’s renowned friendly and enthusiastic culture, fostering positive interactions and repeat business.Team Mentorship: Mentored team members to improve sales performance, including increasing average sale value and warranty attachment rates, while ensuring proficiency with Vodafone, Telstra, and Optus internal systems.Data Analysis: Analyzed key metrics, including Net Promoter Score, to identify areas for improvement and implement targeted strategies that enhance customer satisfaction and sales performance.Technical Support: Diagnosed and resolved a range of software and hardware issues, leveraging technical expertise to provide timely solutions and maintain customer satisfaction.Conflict Management: Utilized conflict management skills to guide distressed customers towards satisfactory resolutions, ensuring a positive experience even in challenging situations.

Key ResponsibilitiesTeam Mentorship and Coaching: Mentored and coached team members to enhance their product knowledge and customer service skills.Strategic Collaboration: Participated in meetings with management to develop and implement positive in-store strategies, contributing insights that enhanced operations and elevated sales.Inventory Management: Analyzed sales trends to order additional stock quantities, ensuring optimal product availability and aligning inventory levels with customer demand.Communication of Business Objectives: Liaised with the store leadership team to effectively communicate current business objectives and ensure alignment across the team, promoting a unified approach to customer service.Networking for Product Knowledge: Established connections with representatives from various organizations to ensure accurate product information and training were consistently maintained in-store, enhancing the team's IT acumen and ability to assist customers effectively.Customer Experience Enhancement: Focused on delivering exceptional customer experiences by providing knowledgeable support and guidance, ensuring that clients received the best solutions for their needs.

Key ResponsibilitiesVisual Merchandising: Maintained appealing store presentation through effective visual merchandising, ensuring a welcoming shopping environment.Customer Service: Delivered excellent customer service by assisting shoppers with inquiries and providing product recommendations.Stock Management: Handled stock replenishment and fulfillment, ensuring products were readily available for customers.Inventory Planning: Strategically planned stock locations and quantities based on seasonal trends to optimize sales opportunities.SAP Database Utilization: Utilized the SAP database to look up product locations, quantities, and other inventory-related information efficiently.