Phu Ly Email & Phone Number

Melbourne, Australia

• Product Manager for the Symstream product group that includes ATM telecommunications products, digital media products and online operations portals;
• Development of product strategy for the Symstream product group, including product development roadmaps, new development business case preparation, competitor analysis, and marketing communications planning and.
• Solution design and pre-sales support for sales and business development functions, including client presentations, and proposal and tender preparation;
• Management of the product profit and loss, including management performance reporting and engagement of sales and account management teams.
• Successfully developed and deployed new digital media product into the US market within four months.

• Full end-to-end operations manager for the Customers Limited network of 6,000 ATMs, including leadership of the customer service call centre, cash management, parts logistics and field service operations;
• Operations engagement and management of corporate clients, including monthly service level performance meetings and reporting for client such as Citibank, Coles Group, BP, Bank of Queensland, and Bendigo Bank;
• Management of the Customers Limited S1/Postilion switch, including change management and control, interchange link management with First Data and SPS, interbank settlements and merchant settlements;
• Management of technical training and knowledge base libraries, including training of new technical and field service staff;
• Management of new product and service deployment, including project management of testing, pilot management, training and technician deployment;
• Successfully managed the Customers Limited network to agreed service levels including 99.3% network uptime (2012), 99% call centre grade of service targets, and overall field service cost reductions of 15%.

• Management of the development and implementation of new products, services and upgrades to the Customers Limited network including 3DES, Direct Charge and new ATM types;
• Development and implementation of the full technical support structure including operations and training manuals, field service procedures, and technician training and certification;
• Management of technical teams for the software and hardware development and certification;
• Management of corporate client engagement during technical delivery; key clients included NAB and ANZ.

• Second-Level Support manager, leading the diagnosis, resolution and implementation of second level faults arising from the network, including low level journal and trace analysis, and environmental analysis;
• Network fault performance analysis and reporting, including identification of network trends to prevent faults and root cause analysis;
• Coordination of field technician dispatch and prioritization based on network impact and service level expectations;
• Management of the escalation and resolution of third level faults to internal technical teams, and also vendors such as NCR, Hyosung, KAL, TNS, Telstra and Optus.