Responsible for the collation of information required for the Command Centre to resolve incidents at point of call and acting as a subject matter expert and escalation point for first point of contact with our technical vendors & branch staff. Deliver and drive co-ordination of the onsite activities involved in branch transformation to ensure branch can successfully operate the following day. Liaise with onsite technical vendors tracking nightly progress as each bank branch completes hardware swap outs. Liaise with the Shift Leader regarding potential problems and act as a subject matter expert, to identify the root cause and mitigate any delay in branch hardware refresh. Maintain a professional approach to ensure a high level of call quality and service delivery. Update and inform customers on their individual call status to ensure customers are appropriately informed of progress to schedule. Manage up to 7-8 onsite teams remotely via teleconference. Maintain checklists via SharePoint to track progress of all onsite activities. Liaise with subject matter expert to acquire required to support our staff on their journey from WIN7 to WIN10 operating environment.

- Deploying SIP handsets.- Troubleshooting hardware and network related issues.- Lead and guide team members in deploying and testing handsets.

• Troubleshoot and solve voice related problems.• Implementing and supporting Avaya IP Phone platform• Deploy, configure and troubleshoot Avaya desk phones.• Create and manage agent logins for Contact Centre Agents.• Create and manage VDN's, Vectors and Hunt Groups• Create and manage call plans with IVR's• Configure and manage voicemail platform• Create call plans and manage toll free numbers• Reporting and agent administration on Avaya CMS• Managing and monitor call recordings on the NICE recording platform• Involved with company primary and secondary data centre relocation• Involved with projects to upgrade and implement new voice solutions• Incident queue management on ServiceNow• Release management (server patching, software patching & upgrades)• Acting Platform Lead• Vendor management

• Troubleshoot and solve PC software and hardware related issues• Deploying PC software using Microsoft SCCM• Building PC Images• Troubleshoot mobile device issues• Configure mobile devices running iOS using Airwatch MDM• Managing video conference facility using Cisco TMS• Supporting and maintaining audio visual systems• Troubleshoot and maintain Skype for Business units• Managing users in Active Directory• Creating and managing mailboxes and distribution lists using Microsoft Exchange• Deploying and configuring printers• Managing Equitrac print queues

- Troubleshoot and solve telephony related problems.- Deploy, configure and troubleshoot Avaya desk phones.- Create and manage telephony logins for Contact Centre Agents.- Create and manage VDN's, Vectors and Hunt Groups- Create and manage IVR's for the NZAA and AA Insurance- Configure and manage voicemail- Configure and deploy Cisco PoE switches- Create call plans and manage toll free numbers- Procurement of mobile devices- Troubleshoot mobile devices running Android and iOS- Managing and monitor call recordings using the Verint system

- Communicate and support users via phone and e-mail- Troubleshoot and solve computer related issues throughout the NZAA- Deploy and upgrade desktop computers and laptops- Network troubleshooting- Troubleshoot and manage multi-function printers

- Communicate and support users via phone and e-mail- Troubleshoot and solve computer related issues- Deploy and upgrade desktop computers and laptops- Network troubleshooting- IT Knowledge Base documentation- Involved in company wide Domain name change project