Company: Large supplier of IP telephony, contact centres, mobility, and unified-messaging based on the Avaya product range. Platinum-level Avaya partner and ranked the top Australian Avaya solution provider.Reported to: Service Delivery ManagerPosition Summary: Provide support for the core Contact Centre systems at ANZI commenced with NSC as a key team member of the ANZ managed services team. As my skill set covered both Avaya and Genesys product suite this assisted the team in… Show more Company: Large supplier of IP telephony, contact centres, mobility, and unified-messaging based on the Avaya product range. Platinum-level Avaya partner and ranked the top Australian Avaya solution provider.Reported to: Service Delivery ManagerPosition Summary: Provide support for the core Contact Centre systems at ANZI commenced with NSC as a key team member of the ANZ managed services team. As my skill set covered both Avaya and Genesys product suite this assisted the team in managing the core environments at the ANZ Bank. Administration of core Contact Centre systems at ANZ which includes Avaya, NICE Call Recording, Workforce Management and Genesys Call Routing. Resolved complex issues with call flows within the Avaya and Genesys environments. Completed daily system checks of the core contact centre environment. Reviewed and amended work instructions for administration tasks. Assisted with the virtualisation implementation project for the Avaya telephony environment at ANZ Show less

Company: Large supplier of customer communication solutions utilising various communication mediums.Reported to: Service Operations ManagerPosition Summary: Provide support and maintenance services to customer base, project team member.Commenced with Salmat Speech Solutions during a period of company growth and joined the Operations team. As a key member of the services team I worked with existing customers to improve system performance, collaborated on key projects and provided… Show more Company: Large supplier of customer communication solutions utilising various communication mediums.Reported to: Service Operations ManagerPosition Summary: Provide support and maintenance services to customer base, project team member.Commenced with Salmat Speech Solutions during a period of company growth and joined the Operations team. As a key member of the services team I worked with existing customers to improve system performance, collaborated on key projects and provided support to the broader service operations team.  Key technical contributor to the upgrade of Transurban Genesys Voice Platform servers from version 6.5 to 7.6 which also included an update of the server operating system from Windows 2000 to 2003 Server. Key team member for Australian Air Express Booking IVR deployment, assisted developers, produced test plans, release documentation and assisted with User Acceptance Testing with the Australian Air Express Performed the testing and deployment of a new application release for ToteTas which completed a 28 month project to update the platform. Member of deployment team for the Aviva Voice Biometric application and assisted with the porting of the application across to NAB Virtual Contact Centre Infrastructure environment. Developed maintenance schedule for individual clients. Assist Voice User Interface engineers in regular tuning and grammar updates of customer speech recognition applications. Mentored junior team members in fault diagnosis and resolution of complex system issues. Show less

Company: Medium-Large supplier of IP telephony, contact centres, mobility, and unified-messaging based on Avaya product range. Gold-level Avaya partner ranked in the top-three Australian Avaya system providers.Commenced following the departure of several key support staff and immediately worked with the existing team to improve service and fault resolution times via intensified skills coaching and one-on-one training. Within just a few months, the churn of customers to other support… Show more Company: Medium-Large supplier of IP telephony, contact centres, mobility, and unified-messaging based on Avaya product range. Gold-level Avaya partner ranked in the top-three Australian Avaya system providers.Commenced following the departure of several key support staff and immediately worked with the existing team to improve service and fault resolution times via intensified skills coaching and one-on-one training. Within just a few months, the churn of customers to other support providers had ceased and stabilised, and many customers returned. Introduced remote reporting function to gain monthly access to customers’ systems and provide an automated report of system performance via email.  Collaboratively devised well-received maintenance plan for existing customers that included a twice annual “health check” of systems. Initiative built customer goodwill, and provided additional opportunities to cross-sell products and services. Led cross-functional team to devise a customer-communication and retention program designed to build awareness of the latest voicemail systems generating significant customer interest and providing “warm” leads for sales team to pursue. Provided third-level support for software and hardware, attending to faults, system alterations, and special requests including system relocations, new feature installations, licensing additional users, and creating IVR menus. Mastered Octel range of messaging systems for VIP clients including Orica, EDS, and Shell. Projects include programming messaging platform to direct calls throughout an organisation via a series of levels and options, and automated scripting to contact support personnel. Advised and mentored staff in methods for diagnosing and resolving complex faults. Key contributor in the development of tenders and proposals providing solution design featuring tailored components. Show less

Company: 24 x 7 IT support operation for Transurban’s CityLink road network. Reported to: Helpdesk ManagerAs a key member of the helpdesk team, transitioned quickly into role, participating in business critical projects, servicing internal customers, conducting system checks, transferring files to third-party billing organisations and resolution of technical issues. Led teams to develop formalised support systems accompanied by simplified work flow processes and work… Show more Company: 24 x 7 IT support operation for Transurban’s CityLink road network. Reported to: Helpdesk ManagerAs a key member of the helpdesk team, transitioned quickly into role, participating in business critical projects, servicing internal customers, conducting system checks, transferring files to third-party billing organisations and resolution of technical issues. Led teams to develop formalised support systems accompanied by simplified work flow processes and work instructions. Spearheaded project to migrate 100 desktop computers from Windows NT to Windows 2000. Closed desktop support cases in record time, surpassing peers’ performances by demonstrating expert knowledge and quality communications that matched customers’ level of understanding.  Cited in customer commendation letter for quality of service, courtesy, and knowledge.  Praised for working “above-and-beyond” following car accident that forced motorists on to the tollway 15 minutes before the conclusion of the shift. Took command by disabling toll bridges, contacting after-hours staff, logging the incident, remotely gaining access to gantries, shutting down the E-tag mechanisms, and simultaneously fielding calls from the police and the road traffic control room, while composing a report explaining revenue losses. Diagnosed software and hardware errors on workstations and services—devising speedy resolutions for optimum uptime. Conducted User Acceptance Testing for new tolling software. Show less

Progressed from diagnosing and resolving installation issues and faults, to mentoring technical staff, and later coordinating software testing, logging helpdesk calls, and updating the support database. Key contributor to rollout of Service Plus software. Delivered project within 6-month deadline, eliminated bugs, tested system functionality outside business hours, and built end-user confidence in the stability of the system.  Achieved “no lost time” throughout upgrade projects… Show more Progressed from diagnosing and resolving installation issues and faults, to mentoring technical staff, and later coordinating software testing, logging helpdesk calls, and updating the support database. Key contributor to rollout of Service Plus software. Delivered project within 6-month deadline, eliminated bugs, tested system functionality outside business hours, and built end-user confidence in the stability of the system.  Achieved “no lost time” throughout upgrade projects, managed software releases and steered user-acceptance testing to ensure system integrity. Resolved software errors, drove productivity-enhancement initiatives, and improved business functionality through the development of formal program change requests. Initiated call logging and tracking that amplified helpdesk productivity and elevated team awareness of common problems and resolutions. Created a “workaround” document that educated system users to new improvements and functionality following new software releases.  Identified date configuration issues with potential to negatively impact systems following Y2K rollover.  Surpassed the most optimistic deadline expectations—by delivering major database reference table alterations ahead of timelines. Show less

Apprenticeship provided the launch pad to roles of increasing authority and technical complexity. From installation and maintenance of business telephone systems, progressed to resolve operational issues and devise quotations, and later, assumed the role of key contact person for both customers and technicians assigned to escalated faults. Led team of 20 installation and maintenance technicians repairing and servicing small business systems. Team gained reputation for superior… Show more Apprenticeship provided the launch pad to roles of increasing authority and technical complexity. From installation and maintenance of business telephone systems, progressed to resolve operational issues and devise quotations, and later, assumed the role of key contact person for both customers and technicians assigned to escalated faults. Led team of 20 installation and maintenance technicians repairing and servicing small business systems. Team gained reputation for superior customer-service focus, and uncompromising compliance to all benchmarks for quality, safety, and timeliness.. Show less