Currently managing upgrade from Genesys Engage to Genesys Cloud chat platform.

Managing the BAU support of digital assets; managing stakeholder requirements; and identifying opportunities for continuous improvement. Driving the • Product owner for organisational chatbot/live chat client.• Coordinating a team of onshore and offshore developers to respond and resolve level one and two incidents in the digital space.• Managing relationships with internal stakeholders to support operational delivery of digital services.• Define and build reporting and analytics; creation of a digital knowledge repository.• Design and deploy functional artefacts and tools to assist customer management and self-service.Managed functional update and migration of additional 300 live chat users within ten days to enable work from home capability during COVID-19 crisis.

Identify, scope and implement opportunities for business improvement, productivity and enhancement. Implemented and managed web chat application across different business platforms; upgraded to chatbot - keyword management, scripting, web integration. Implemented process to proactively manage online reputationDefined and implemented comprehensive complaints management and customer engagement processCreated Knowledge Management protocols and siteImplemented payments audit processDesigned and implemented variety of system and process improvements to streamline productivity; created reporting and analytics to measure and analyse key business metrics

Providing Management and IT Consulting services to companies looking to streamline business processes, develop strategic frameworks or build platforms for growth. Our speciality is in the nexus between IT and Finance, applying practical solutions to real business challenges.- Strategic solutions: Virtual CIO - at call, on demand. Advisory, defining & implementing IT/business strategies and creating IT roadmap. - Tactical solutions: Operational intelligence - enhancing the efficiency of your business by streamlining applications, processes, controls, policies and procedures.- Project facilitation: analyse, scope and define client requirements of ERP, CRM, etc applications; managing vendor selection; coordinating/managing client side implementation.- Intranet development, management and build - incorporating collaborative, interactive and social functionality of Intranet 2.0. - Diagnostic services - analyse and benchmark business functionsHaving worked across a diverse range of industries in a variety of capacities, I am a firm believer that there are very few organisations that would not greatly benefit from these services.My experience with a variety of systems and applications gives me an insight into what the best solution - or combination of solutions - may be.Experienced, qualified and very passionate about doing it right.

• Developed strategic transformation roadmap for transition from Lotus Notes to SharePoint/Exchange.• Managed intranet migration strategy from Lotus Notes to SharePoint 2010; as-is/to-be analysis; and defined project roadmap, strategy and architecture. Incorporating:o Information architecture, metadata, taxonomies, content management, governance, usability & content guidelines, etc.

- Managed IT expenditure and budgeting with IT Department heads and Finance.- Created an IT financial framework to deliver greater clarity and visibility on IT spend: incorporating cost centre and budget management, enhanced reporting and the implementation of structural and expenditure controls.- Reviewed resource management, employee life cycle, and Capex expenditure processes.

Finance based role ranging across the company in reviewing business processes and controls, identifying needs and implementing solutions – and integrating these solutions into a broader business context. Responsibilities• Manage internal system and process projects.• Liaise with business to manage expectations and requirements.• Map and document finance BPR strategy. • Manage external vendor relations.Achievements• Coordinated relocation of finance function (25 staff) from Darwin to Melbourne.• Managed implementation and upgrade of online timesheet system (Greentree eTimesheets).• Managed implementation of online expense process.• Managed engagement of new travel provider and developed new travel policy.• Designed and created SharePoint travel request and approval process.IT Manager (Interim role (5 months) – asked to step-in to replace exiting IT Manager, in addition to existing roles.)Responsibilities• Day-to-day management of IT priorities and staff (6).• Management and maintenance of IT infrastructure and services.• Engage business to align IT strategies to business objectives.Achievements• Initiated re-design of SharePoint infrastructure and implementation.• Re-structured IT Department to align with business requirements.• Created IT Service Level agreement.• Developed IT cost recovery model.• Initiated IT Information Management Steering Committee and Project Management Office.

• Manage finance ERP and system infrastructure.• Manage finance relationship with external vendors and consultants.• Investigate and implement system and process enhancements.• Provide finance expertise to departmental projects and IT related infrastructure initiatives.

• Provide consultation and project management in implementing Dynamics Nav in partnership with customers.• Create and manage implementation project plans.• Analyse customer processes and requirements; document required modifications to standard.• Provide training in Dynamics Nav Financials.• Assist with pre-sales and enquiries.

Coordinated phased roll-out of Navision financials to MYOB offices in the UK, Kuala Lumpur, Hong Kong, New Zealand, the US and Ireland. Completed successfully and on time.

Worked between Accounts Payable and Treasury to manage outgoing foreign currency payments and trading.Responsible for the design and integration of business processes and controls to enhance productivity and performance.