Liam Fawcett Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Queensland, Australia

1. Effectively managed the implementation of biotime, ensuring smooth transition for minimised operational downtime.2. Collaborated with key stakeholders to ascertain their needs, implementing effective strategy to achieve those goals.3. Supported the planning, design and specification of Award Rules and their database needs.4. Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.5. Developed streamlined task… Show more 1. Effectively managed the implementation of biotime, ensuring smooth transition for minimised operational downtime.2. Collaborated with key stakeholders to ascertain their needs, implementing effective strategy to achieve those goals.3. Supported the planning, design and specification of Award Rules and their database needs.4. Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement.5. Developed streamlined task system to provide more effective workflows for both peers and management staff.6. Delivered in-depth training to users, imparting knowledge of best practices resulting in minimising errors.7. Collaborated with key stakeholders and departmental managers to respond to questions and concerns regarding project details. Show less

Sydney, Australia

1. Gathered comprehensive technical information from global managers across a range of products to allow for self-training for the client base.2. Worked collaboratively with key stakeholders to ensure the successful delivery of support documentation and training videos.3. Demonstrated expertise in LEAP Software Australia, UK and US to effectively allow clientele to gain a clearer understanding of the software and how it will benefit their practice.4. Managed lifecycle on all… Show more 1. Gathered comprehensive technical information from global managers across a range of products to allow for self-training for the client base.2. Worked collaboratively with key stakeholders to ensure the successful delivery of support documentation and training videos.3. Demonstrated expertise in LEAP Software Australia, UK and US to effectively allow clientele to gain a clearer understanding of the software and how it will benefit their practice.4. Managed lifecycle on all projects for each region, defining and implementing strategic deliverables, milestones, and schedules.5. Completed accurate and polished formatting in line with publishing standards prior to submission.6. Carried out day-day-day duties accurately and efficiently. Show less

Greater New York City Area

1. Optimisation of support systems and processes. 2. Initiated incentive programs that boosted employee engagement and resulted in an increase in staff retention rate.3. Managed the operation of 15 service desk staff across the US and UK to provide support to clients in the Northern Hemisphere.4. Effectively managed HelpDesk issues, achieving first level call resolution.5. Prepared Weekly and Quarterly performance reports for senior management, consistently monitoring… Show more 1. Optimisation of support systems and processes. 2. Initiated incentive programs that boosted employee engagement and resulted in an increase in staff retention rate.3. Managed the operation of 15 service desk staff across the US and UK to provide support to clients in the Northern Hemisphere.4. Effectively managed HelpDesk issues, achieving first level call resolution.5. Prepared Weekly and Quarterly performance reports for senior management, consistently monitoring KPIs.6. Drove continuous improvement to service desk effectiveness, reducing the wait time for our clients, as well as implementing a 24-hour helpdesk.7. Analysed escalated issues and promptly identified solutions.8. Trained and mentored a team of 15 support staff to provide exceptional customer service, increasing client survey satisfaction numbers. I also managed the LEAP IT Department and provided support for additional LEAP organisations such as EasySoft. Show less

Greater New York City Area

1. Collated, analysed and provided information through concise reports, seeking constant improvement opportunities for clients.2. Measured and monitored quality performance against agreed KPI's, implementing recommendations as needed.3. Defined corrective actions for non-conforming products and complaints for continued quality improvements.4. Developed and implemented solutions for software problems, enabling optimised client satisfaction and compliance.5. Coached staff in… Show more 1. Collated, analysed and provided information through concise reports, seeking constant improvement opportunities for clients.2. Measured and monitored quality performance against agreed KPI's, implementing recommendations as needed.3. Defined corrective actions for non-conforming products and complaints for continued quality improvements.4. Developed and implemented solutions for software problems, enabling optimised client satisfaction and compliance.5. Coached staff in required knowledge and skills needed to maintain exceptional best practices for the client.6. Mentored and trained all staff within a firm on procedures within LEAP to ensure they were getting the most out of their software. Show less

Greater New York City Area

As the National Partner Network Manager, I was responsible for creating the Implementation Department within the UK and the US. LEAP had acquired companies within these regions, and I was responsible for creating the policies and procedures, as well as onboarding internal staff as well as external contractors. 1. Performed initial client assessment and analysis to begin implementation process.2. Worked closely with the Sales Team, as well as the Transitions Team to maintain optimum… Show more As the National Partner Network Manager, I was responsible for creating the Implementation Department within the UK and the US. LEAP had acquired companies within these regions, and I was responsible for creating the policies and procedures, as well as onboarding internal staff as well as external contractors. 1. Performed initial client assessment and analysis to begin implementation process.2. Worked closely with the Sales Team, as well as the Transitions Team to maintain optimum levels of communication for the effective and efficient completion of the implementation.3. Implemented new team onboarding programme which allowed third party contractors to be certified in the implementation of LEAP.4. Analysed departmental documents for appropriate distribution and filing. Built policies and procedures for each region for how the departments should be run efficiently.5. Consistently managed client needs through regular meetings resulting in positive implementations.6. Monitored multiple databases to keep track of all implementations and upgrades.7. Carried out system audits to ensure compliance with relevant software regulations.8. Researched and updated all required materials needed for firm and partners.9. Managed team of 4 employees, as well as approximately 10 external contractors overseeing the hiring, training, and professional growth of employees. Show less

Twickenham, United Kingdom

As the National Partner Network Manager, I was responsible for creating the Implementation Department within the UK and the US. LEAP had acquired companies within these regions, and I was responsible for creating the policies and procedures, as well as onboarding internal staff as well as external contractors. 1. Performed initial client assessment and analysis to begin implementation process.2. Worked closely with the Sales Team, as well as the Transitions Team to maintain optimum… Show more As the National Partner Network Manager, I was responsible for creating the Implementation Department within the UK and the US. LEAP had acquired companies within these regions, and I was responsible for creating the policies and procedures, as well as onboarding internal staff as well as external contractors. 1. Performed initial client assessment and analysis to begin implementation process.2. Worked closely with the Sales Team, as well as the Transitions Team to maintain optimum levels of communication for the effective and efficient completion of the implementation.3. Implemented new team onboarding programme which allowed third party contractors to be certified in the implementation of LEAP.4. Analysed departmental documents for appropriate distribution and filing. Built policies and procedures for each region for how the departments should be run efficiently.5. Consistently managed client needs through regular meetings resulting in positive implementations.6. Monitored multiple databases to keep track of all implementations and upgrades.7. Carried out system audits to ensure compliance with relevant software regulations.8. Researched and updated all required materials needed for firm and partners.9. Managed team of 4 employees, as well as approximately 20+ external contractors overseeing the hiring, training, and professional growth of employees. Show less

Twickenham, United Kingdom

1. Project manage the implementation process for all implementations.2. Train and certify all LEAP Certified Consultants on how to successfully implement the LEAP product. 3. Ensure the standard deliverables for all projects are met. 4. Conduct risk assessments for implementations for firms that were 10+ users. 5. Ensure that all quality standards were met by external consultants. 6. Provision of onsite and online training with the External Partner Network covering all… Show more 1. Project manage the implementation process for all implementations.2. Train and certify all LEAP Certified Consultants on how to successfully implement the LEAP product. 3. Ensure the standard deliverables for all projects are met. 4. Conduct risk assessments for implementations for firms that were 10+ users. 5. Ensure that all quality standards were met by external consultants. 6. Provision of onsite and online training with the External Partner Network covering all functionality in the LEAP software and LEAP processes. Show less

Sydney, Australia

Infinity Plus Consulting contracted to LEAP as a LEAP Certified Consultant. We would work closely with firms to implement the LEAP Product. We supplied the following services:1. Product installation and training. 2. LEAP to LEAP conversion installations. 3. Conversion installations from other legal software packages. 4. Data entry. 5. LEAP Bookkeeping training. 6. Trust Account reconciliations. 7. Project Management. 8. Splits, Mergers and Incorporations… Show more Infinity Plus Consulting contracted to LEAP as a LEAP Certified Consultant. We would work closely with firms to implement the LEAP Product. We supplied the following services:1. Product installation and training. 2. LEAP to LEAP conversion installations. 3. Conversion installations from other legal software packages. 4. Data entry. 5. LEAP Bookkeeping training. 6. Trust Account reconciliations. 7. Project Management. 8. Splits, Mergers and Incorporations. Infinity Plus Consulting was contracted by LEAP to move to the UK for a 3 month contract to assist with setting up a LEAP Partner Network. Show less

Sydney, Australia

1. General management of LEAP Certified Consultants across Australia that specialise on LEAP Documents and LEAP Accounting. 2. Creation and maintenance of documentation and internal systems. 3. Creation of consulting policies and procedures. 4. Delivery of weekly, monthly and yearly statistics/reports. 5. Organise client events throughout the year including regional training, user groups, seminars and functions. 6. Liaise with various stakeholders. 7. Team management… Show more 1. General management of LEAP Certified Consultants across Australia that specialise on LEAP Documents and LEAP Accounting. 2. Creation and maintenance of documentation and internal systems. 3. Creation of consulting policies and procedures. 4. Delivery of weekly, monthly and yearly statistics/reports. 5. Organise client events throughout the year including regional training, user groups, seminars and functions. 6. Liaise with various stakeholders. 7. Team management including allocation of Key Performance Indicators.8. Establish implementation/project goals and priorities. 9. Ensure that quality standards are met by the LEAP Certified Consultants. 10. Management of the LEAP Professional Services Group which focused on 10+ user implementations. Show less

Sydney, Australia

1. General management of LEAP Consultants that specialise in LEAP Documents and LEAP Accounting. 2. Creation and maintenance of documentation and internal systems. 3. Creation of consulting policies and procedures. 4. Delivery of weekly, monthly and yearly statistics/reports. 5. Organise client events throughout the year including regional training, user groups, seminars and functions. 6. Liaise with various stakeholders. 7. Team management including allocation of Key… Show more 1. General management of LEAP Consultants that specialise in LEAP Documents and LEAP Accounting. 2. Creation and maintenance of documentation and internal systems. 3. Creation of consulting policies and procedures. 4. Delivery of weekly, monthly and yearly statistics/reports. 5. Organise client events throughout the year including regional training, user groups, seminars and functions. 6. Liaise with various stakeholders. 7. Team management including allocation of Key Performance Indicators.8. Establish implementation/project goals and priorities. 9. Ensure that quality standards are met by the LEAP Consultants. Show less

Sydney, Australia

1. Manage client’s expectations in the lead up to implementation with regards to software functionality, implementation timeline and sequence. 2. Schedule implementations and training. 3. Provide consistent contact with the client throughout the implementation process. 4. Meet with clients before, during and after the implementation. 5. Provide knowledge to staff in the implementation, training and support of all LEAP Products. 6. Troubleshoot any issues experienced by the… Show more 1. Manage client’s expectations in the lead up to implementation with regards to software functionality, implementation timeline and sequence. 2. Schedule implementations and training. 3. Provide consistent contact with the client throughout the implementation process. 4. Meet with clients before, during and after the implementation. 5. Provide knowledge to staff in the implementation, training and support of all LEAP Products. 6. Troubleshoot any issues experienced by the firm. 7. Implement and train clients on the LEAP Product. 8. Provide detailed reports on the implementation process. Show less

As the LEAP National HelpDesk Manager, I was responsible for the following:1. Optimisation of support systems and processes.2. Disaster management, creating automated processes to respond to unexpected outages.3. Investigate client concerns and providing solutions for clients in Australia.4. Oversee the resolution of serious cases.5. Maintain external stakeholder support documentation.6. Recruitment and training of LEAP HelpDesk Consultants.7. Ensure LEAP… Show more As the LEAP National HelpDesk Manager, I was responsible for the following:1. Optimisation of support systems and processes.2. Disaster management, creating automated processes to respond to unexpected outages.3. Investigate client concerns and providing solutions for clients in Australia.4. Oversee the resolution of serious cases.5. Maintain external stakeholder support documentation.6. Recruitment and training of LEAP HelpDesk Consultants.7. Ensure LEAP HelpDesk Consultants met their KPI’s. Show less

Sydney, Australia

As the LEAP Account HelpDesk Team Leader i was responsible for the following: 1. Monitoring the response and resolution times for all LEAP Accounting Consultants.2. Reporting on the LEAP Accounting HelpDesk Consultant KPI’s.3. Managing and controlling the LEAP Accounting queue.4. Assist clients with escalated queries.5. Handle complaints from clients.6. Schedule and perform training for the LEAP Accounting HelpDesk team.

Sydney, Australia

As a LEAP Accounting HelpDesk Consultant I assisted clients with any issues or queries that firms experienced with LEAP Accounting and LEAP Timesheet. The daily KPIs for each staff member was 25 calls per day. My average for cases closed per day was between 35 and 45. This allowed me to gain knowledge on not only how the system works, but how a law firm is run.

Processing of Payments, Receipts and assisting with reconciling the accounts.