Raurie Bye Email & Phone Number

Perth, Western Australia, Australia

Perth, Western Australia, Australia

Perth, Western Australia, Australia

• Managing service desk rostering and incident managing triage planning• Be the escalation and internal technical reference point of contact.• Provide service desk phone support for overflow calls• Perform regular call and ticket quality reviews• Ensuring IT Service Management practices are adhered to• Supporting a cross functional team operation and execution of service and incident management processes• Coaching and developing the technical and service skills of the service desk team • Leading team learnings and knowledge-based development• Building partnerships and working collaboratively with other departments to meet shared objectives• Identifying and reporting opportunities for service improvement• Planning and prioritizing work to meet commitments aligned with organisational goalsPersonal Achievements • Instrumental in the implementation and success of a new field support structure• Maintaining and subsequently improving SLA’s from 88% to 98% over a period of 4 months• Successfully managing increase in size of service desk members as well as mentoring a number of Graduate trainees

• Providing remote support and assistance to over 6,000 end users, including the troubleshooting and resolving of account and/or technical issues• Ongoing application support, including Deskphone's and Mobility device support• Asset and account management via AD, Exchange, Hybrid and Azure• Utilisation of PowerShell for access to shared mailboxes and the remote provisioning of application software.• Liaising with third party service providers

Perth, Australia

* Oversee Microsoft Premier Support cases logged in Australia and monitor SLA’s, Idle and aged cases to ensure timely and accurate resolution to ensure customer satisfaction. * Work with the Engineers, Technical Account Managers (TAM’s) and customers to support the cases through to resolution.* In-depth Incident management to a number of nominated major accounts.* Look for opportunities to engage Microsoft Premier Field Engineers (PFE’s) to help the customers troubleshoot and resolve cases while working with the engineers.* Engage PFE for Critical situations (CritSit’s) to help resolve or develop workarounds until permanent resolutions can be found and implemented.* Weekly and monthly reporting on cases for Microsoft TAM’s and management teams.* Case trending and technology analysis.* Escalations of cases to get better traction and focus where required for the benefit of both customer and account.

Providing First Level support to Programmed staff based in Australia & New Zealand using an ITIL-Compliant Service Desk Ticket Handling System. Managing Incident & service requests from start to finish, whilst ensuring standard process implementations are followed.

Cambridge, United Kingdom