Working with the Customer Success Group as part of Professional Services to uplift Salesforce client experience via human centred engagement and enablement.

Working with clients across a broad range of industries, including Education, IT, Multimedia, Banking and Finance, Retail, Manufacturing, Warehousing, Sales and Marketing, and Professional Services. I help them focus on building success with the adoption of technology-based organisational change and transformation. My work focuses on the people side of technology, understanding how behaviour, business drivers, system design, training, communications and even office politics will decide whether the system will succeed, no matter how good the technology is.Working across all levels of the business, I strive to challenge, stimulate and guide new thinking within the organisation, the staff and the leadership team. I have built a strong reputation in adapting messaging to be timely and customised for the appropriate audience, whether they are technology illiterate or technology savvy. Some of the key areas I have delivered strong successes are: * Training for Purpose rather than Process * Workshop and Facilitation for future success instead of historical issues * Business Impact and Gap Analysis * Business driving technology as an enabler rather than a process inhibitor * Identifying bureaucratic red tape that holds the business backRecent Engagements:MetaPM: Senior ConsultantFerocia Pty Ltd: Agile Banking App Project Documentation DeliverablesRMIT: Guest Lecturer – Masters of Sustainable PracticeRHX Group: Co-Collaborator – Change Management Innovation and Workshop DevelopmentWestpac: Guest Presenter – Digital Innovation Team (Sydney)Melbourne Business School: Agile CRM Improvements – Change Management & Training • Working with Marketing, Future Students, Careers and Learning Network (lecturer bookings)University of Melbourne: CRM Marketing, Change & Training • Working with Marketing and Future Students departmentsTurbo Productions: Multimedia, Web and Marketing ProjectsDEECD: Performance and Data Analysis Project

Change Manager for Project BlueSky, a phased implementation of Salesforce, Netsuite and Boomi middleware. This will bring wholesale change to the way AMS can service Car Manufacturers, State Auto Clubs and their end customers, including improved data quality, commercial invoicing and chargebacks, community portals and self-help.

Rap Jumping is a highly advanced form of freestyle rope work... in basic terms, face first abseiling! Safety is our first priority with a 100% safety record since it's inception in 1989.There is a huge correlation between this extreme sport and understanding the neuroscience of change management, a connection I love to discuss when presenting on change, business strategy and understanding how people react in the face of stepping outside of their comfort zone.As an instructor, my role isn't just about the stringent safety routine and requirements, it's about the psychology of gaining trust... I have 15-20 mins to gain enough trust that a stranger will let me thrown them off a perfectly good building (Between 7 and 20 stories high) and jump face first to the ground... especially if they are afraid of heights!Essentially this is Change Management on steroids and adrenaline!There's no better feeling than assisting people to face and conquer their fears and walk away feeling like they have just accomplished something momentous!

A systems integration led project reforming the existing Kindergarten Information Management System. Its primary objective is to simplify and improve the way Early Childhood services providers can submit grant and funding requests to DET, using Salesforce Service Cloud and Communities.

Change Lead for Salesforce CRM rollout to sales and service teams in the Prospect to Order value stream. The team worked with Telstra Enterprise Sales, Service, Marketing and Senior Leadership staff.

Looking after a range of projects across the organisation.Client EngagementImplementing a new model transforming the end-to-end engagement of clients. Improving capability, processes and the supporting technology for improved partnerships with clients. Providing tools and coaching strategies for Client Relationship Executives to adopt new processes for building risk and insurance strategies.Electronic Client RecordImprovements to the MS Dynamics CRM environment in data quality and penetration and integration into other key systems, improving and learning processes.Price WiseA complex project, assisting senior staff in implementing improvement and accuracy in technical pricing across the portfolio of products offered to CCI clients.

Providing both Project and Change Management to deliver positive change in organisations:- Working with business leaders and their teams to enable change by providing a cutting edge, global best practice advice, knowledge, and resources.- Supporting benefit realization for organisations through the adoption and usage of project solutions.- Enabling culture changeFulfilled various roles across a range of organisations:• MetaPM – Content Marketing Framework• MetaPM – IT Refresh Project, Vendor management and solution architecture• MetaPM – Review and update of Change Management work breakdown structure• La Trobe University – Managed Print Services Project: Project management, change management incl HR and Union consultation and financial business case modelling• La Trobe University – Travel and Expense Project: Project Management in the introduction of new apps to facilitate travel booking and expense management. This complex project required multiple changes across the business, IT, processes, finance and procurement.• University of Melbourne – Work Integrated Learning Project: Project Management of a new relationship management tool for facilitating students workplace integrated learning.• University of Melbourne – Parking Improvement project: Project Management of ServiceNow development to facilitate new hardware systems and payment gateways to improve parking throughout the university• Catholic Church Insurance – Dynamics CRM improvements and roll out

WORK INTEGRATED LEARNING PROJECTWorking across the University to deploy an enterprise Student Placements management tool to assist staff, students and partner organisation better facilitate work integrated learning opportunities for students.Parking Improvement ProjectDevelopment of Staff, Student and External Affiliate portals for parking permit registration and payments, integrated into a new car park management system with license plate recognition. This included combining the business requirements from various departments including the parking office, payroll, HR, finance, portal business and technical teams.Melbourne Institute Secure NetworkWith limited time frames, a major uplift was required for a secure data centre and research lab for highly sensitive data research and processing. This project involved negotiating a number of non-standard requirements across the UoM network, server and workstations management, support and IT change advisory board service transition.

TRAVEL AND EXPENSE MANAGEMENT PROJECTReporting to the CFO and Director of Strategic Procurement, I'm heading up a high performing team to deliver major transformation to the University's travel and expense management processes and solutions. The complexity of the project spans across all areas of the University: - creates a robust middleware solution for future University projects - deals with highly sensitive and time critical HR and Financial data - impacts a wide variety of stakeholder groups including senior executives - managing two cloud solution software vendors, a travel agency, bank and credit card vendor - replaces a legacy Travel Booking tool with a cloud-based one (Locomote) - replaces a legacy Expense Management tool with a cloud and mobile based app (Expensify)Highly fluid and sometimes changing by the hour, the team continue to overcome every obstacle thrown at them... and then some. My role is to either light a few fires or put them out... it's all about the timing.MANAGED PRINT SERVICES PROJECT (MyPrint)Replacing the entire Universities printing infrastructure and services from fleet management and in-house collateral, this was a wholesale enterprise transformation. From procurement and RFP processes, right through to delivery of a complete 'follow me' enabled print fleet, as well as print services portal. The project reduced the print fleet from over a 1000 devices, some over 15 years old and over 80 different brands and models. These were replaced with under 400 Ricoh devices, only 3 different models all with the same interface. Individual print queues became a thing of the past, with all staff and students able to release print jobs from any printer, at any campus, across the University.

Working across eSolutions supporting a variety of large and complex programs of work. Forefront Identity Management Project - Largest deployment of Microsoft FIM in the Southern Hemisphere, this highly complex project integrates with multiple critical systems to improve the provisioning and management of staff and student accounts.Beyond 2015 - Working to enable a flexible and cost effective delivery of IT services to the University through three streams - Cloud, Network and Advanced Security Controls. This program has Monash adopting and leading the way in many aspects of implementing Cloud Infrastructure as a Service (IaaS).Future Student Lifecycle Program - multifaceted CRM, Marketing and Student Recruitment program meeting the needs of prospective students as they move from enquiry to enrolment.Better Teaching, Better Learning - providing support to Educational Designers, Associate Deans of Education and Academic staff in moving through continuous improvement initiatives for 21st century learning and teaching.

The Change Management Institute (CMI) is an independent not-for-profit organisation set up to promote and develop the practice of change management internationally.The CMI was established in October 2004, by experienced change management practitioners following a year of informal research with business, academia and practitioners. The CMI is committed to meeting the professional development needs of change managers through the provision of networking, education and accreditation.With change a constant reality for most organisations today, the demand for change management is increasing. The CMI assists organisations and individuals to respond professionally and effectively to this demand.

Initially while serving as the Change and Engagement Manager, I took on shared responsibilities of this role with the incumbent for strong succession and redundancy planning. After the incumbent left I took on the role full time and led some critical milestones for the Universities CRM Program of work.Responsibilities included:* Lead all Training and Community of Practice activities.* Consult to all business units within the University advising recruitment and marketing departments on business strategy, marketing planning and campaign management.* Maintain high quality stakeholder engagement, mediating system requirements with customer needs.* Conduct business analysis, system design, testing, evaluation, and implementation of enterprise wide CRM functionality and improvements.* Apply deep functional knowledge of the CRM system to recruitment, marketing and customer service activities* Provide Leadership to the siloed and disparate business units across the University to provide a collaborative best practice approach across multiple disciplines throughout the user community* Provide guidance for the data analytics and SQL reporting services in developing a suite of self service administrative, marketing, recruitment and conversion reports.

Provide Change Management leadership to University wide Stakeholder Engagement programs and projects particular focussed on CRM systems. Acting in a consultative role and working closely across all Business Units, Schools and Faculties across the University I facilitate business process improvements in marketing and recruitment processes and drive technical improvement back into the project via user feedback.I've developed sustainable adoption and training programs, identified and managed business impact assessments and gap analysis, built a strong community of practice and consistently guided business process and technical development and workflow improvement.

Provide School Improvement policy support to the Regional Director, Assistant Regional Directors and Regional Network Leaders and other senior staff in the Eastern Region. • Manage research, data, business and school performance analysis. • School Improvement projects and interventions to improve student outcomes.• Manage Technology and Innovation sponsorship usage within schools and the region.• Manage multimedia and data outcomes projects• EMR projects and the role itself have been emulated by other regions.• Contribute data analysis for the Data Outcomes and Evaluation unit in DEECD head office.

Headhunted to focus on Sales and Business Development of bandwidth management and security products, developing partner relationships through value added solutions architecture.• Deepened Vendor relationships and Increased Reseller qualified Partner channel by 30%. • Provided Pre and Post Sales Architecture Value Add.• Expanded usage of Salesforce by 180%.• Awarded at Vendor Conference for presentation to clients, key vendor staff and distributors.• Position made redundant during global financial crisis due to product discontinuationNetwork Specialist in Bandwidth Managment and WAN AccelerationSecurity Specialist in Firewall UTM Hardware and VM AppliancesSecurity Specialist in Email Security and Data Loss Prevention

Senior Management position responsible for Sales and Business Development of IT Outsourcing projects for local and international customers. Left role after being head hunted by TechPlus.• Management of 15 direct reports including both technical and administrative staff.• Provided Systems Architecture and Individualised Outsourced Models for over 50 clients.• Assisted in creating Pipeline and Resource management reports.• Coordinated two major international projects under budget and under expected time frame, with complete end-to-end IT outsourced solutions. • Redefined Proposal Writing and Project Profit and Loss Analysis Process. Reduced Proposal writing time by 50%, pre and post project P&L analysis by 85% and client satisfaction of the new format measured at 87%.• Redefined the entire Sales Process for Quality Assurance re-certification. • Exceeded budget 10 months out of 12

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Headhunted for this role as Southern Region BDM (VIC, SA, WA, TAS), to develop resellers strategic sales with Server Based Virtualisation and Application Delivery technologies. • Managing Vendor and Customer relationships, including opportunities and pipeline development, product sales, training and certification education.• Created new Product Training framework. • Achieved 122% above budget average, achieving up to 146%.• As a trainer, certified over 100 staff as Citrix Certified Sales Professionals.

Negotiated the creation of this role, managing both the Network Integration and the Accounting software consultants adapting to the changing needs of the business.• Created new Project Tracking system for large deployments and task assignments• Created online CRM Job Ticketing with workflow to replace existing hand written tickets reducing administrative overhead by 65% and improved customer reporting/• Managed projects from pre-sales to post-implementation• Provided Systems Architecture, DRP Planning and Level 3 Senior Consultancy• Created a new collaborative job costing and procurement process that eliminated inter-departmental document triplication and reduced purchasing errors by 15%

Managed Head and remote offices across VIC, NSW and QLD in a mixed Linux, Windows and Citrix environment. Rolled out improved Disaster Recovery processes, Server overhauls and a Sales and Warehousing environment.

Initially scoped as a short term contract, grew the role and the business through ongoing business process improvements via technology enablement. Managed multiple offices VIC, NSW and QLD in a Retail, Distribution, Manufacturing and Warehouse environment.Successfully managed multiple complex projects and change initiatives including Workspace and Server upgrades, Business Process Improvement, Y2K, GST, ERP and CRM tender and RFQ processes.