Kyle Robinson Email & Phone Number

Tasmania, Australia

As the Head of Customer Experience, I am responsible for driving customer support operations with a focus on delivering exceptional experiences for our clients. I have a track record of building strong relationships with key stakeholders and leading a team of Team Leaders to deliver timely and accurate support for projects, products, and services. By collecting data and providing insight to the leadership team, I have been able to drive improvements in employee engagement, business service quality, reputation and brand, and client satisfaction. I am skilled at managing multiple engagements simultaneously and delivering high-quality results. I also work closely with the business to participate in the development and improvement of services and provide relevant insight to the product development process. In my role, I have a strong focus on continuously improving systems and processes to ensure efficiency and cost-effectiveness, as well as a consistently high level of customer engagement. I am also skilled at managing stakeholder expectations, including assessing feedback and improving procedures to ensure excellent engagement at all times. In the event of any issues or challenges that may risk client outcomes or commercial objectives, I am able to promptly escalate them.

As a Service Delivery Manager for our Managed Services Clients, I was responsible for overseeing and managing the delivery process for all customer products within FSG. This included coordinating and managing service installations to ensure they were in line with customer service agreements and our service catalogue, as well as leading large scale ICT implementation and transition projects. I proactively managed and reported on the execution of deliverables, program risks, and issues, and provided technical advice and direction to teams and customers. I also worked to identify and mitigate risks and impediments to delivery and built strong relationships with key stakeholders to ensure timely and accurate delivery of business-initiated projects and products. My ultimate goal was to ensure the provision of superior products and services for our Managed Services Clients.

Hobart, Tasmania, Australia

As the ICT Manager at St. Virgil's College, I am responsible for providing leadership and strategic direction to the ICT team, aligning the College's ICT operations with its teaching and learning needs, and managing the performance and day-to-day operations of the ICT department. This includes overseeing the College's Laptop and iPad programs, managing the ICT infrastructure and equipment, and developing and maintaining ICT policies and procedures. Additionally, I am responsible for ensuring the security and integrity of the College's ICT system and leading the development of disaster recovery and service continuity processes. In this role, I also manage relationships with internal stakeholders, such as staff and students, as well as external stakeholders, including Catholic Education Tasmania & Edmund Rice Education Australia

Tasmania, Australia

As a highly skilled and experienced Service Desk Team Leader at DXC Technology, I have been responsible for building and leading a successful team of up to 15+ FTE in a managed service desk environment, serving multiple clients. My strong leadership skills and ability to effectively manage and prioritize tasks have enabled me to grow the team and customer base from a single customer to over 8 customers. My dedication to delivering top-quality service has been recognized through the multiple awards for customer service excellence that we have received under my leadership. In this role, I have effectively managed and resolved tickets, as well as overseen all processes related to the team's work. I have also ensured that the service management and delivery functions of the IT team operate effectively and efficiently, and have managed initiatives to ensure the delivery of Technology Services functions and processes to our clients. My responsibilities include managing the day-to-day IT operation, analyzing and presenting Service Delivery reports, effectively managing resources within the IT Service Desk team, monitoring the effectiveness of technology and systems, and driving improvement within the operations of Technology Services. In addition, I have worked with external service providers to drive successful outcomes for the Technology Services team and our clients.

Tasmania, Australia

As a Service Desk 2IC at DXC Technology, I played a key leadership role within the service desk team, providing guidance and support to team members as well as serving as an escalation point for complex issues. In this role, I was responsible for overseeing the onboarding and transition of new clients, ensuring that they received the necessary support and training to get up to speed quickly. I also played an active role in acquiring and sharing knowledge within the team, including identifying opportunities for improvement and implementing strategies to enhance the team's skills and capabilities. Additionally, I was accountable for monitoring and analyzing performance data to identify trends and areas for improvement, and for developing and implementing strategies to enhance the efficiency and effectiveness of the service desk. I regularly communicated with Service Delivery Managers to ensure that all customer needs and expectations were being met, and was responsible for preparing reports and presentations to keep management informed on the status and progress of the service desk.

Hobart

As a Senior Service Desk Analyst at DXC Technology, my primary responsibilities included providing technical support and guidance to team members, as well as serving as an escalation point for complex issues. In this role, I was accountable for monitoring and analyzing performance data to identify trends and areas for improvement, and for developing and implementing strategies to enhance the efficiency and effectiveness of the service desk. I regularly communicated with Service Delivery Managers to ensure that all customer needs and expectations were being met. Additionally, I played a key role in maintaining strong relationships with internal and external stakeholders, including vendors and customers, by acting as a subject matter expert and facilitating communication and resolution of any issues that arose. I was also responsible for preparing reports and presentations to keep management informed on the status and progress of the service desk.

Hobart

As a Service Desk Analyst at DXC Technology, my top priority was delivering exceptional customer service by providing timely and accurate technical support over the phone. I monitored phone queues closely and made sure to answer calls promptly, using my expertise and advanced remote system management tools to resolve issues effectively. I was also committed to continuously improving the service desk's performance by accurately recording and updating calls, collaborating with internal and external vendors to resolve customer queries, and contributing to the company's knowledgebase. By using the ServiceNow ITSM tool, I was able to track and manage progress on customer requests efficiently, ensuring a seamless and satisfactory experience for our valued clients.

Bachelor’S Degree, Information Technology - Bachelor Of Ict With A Major In Software Development

Information Technology - Diploma Of Software Development

Activities and Societies: Programming in C# Essentials of Developing Windows Store Apps using C# Advanced Windows Store App Development.

Certificate 3, Information Technology

Associate’S Degree, Information Technology - Partly Completed - Diploma Of Information Technology Networking

Activities and Societies: CompTIA Network+ CompTIA Security+ Cisco Certified Network Associate Covers design, installation and management.