Richard Meyer Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Provide leadership and people management for the Customer Experience Centre (CEC) team and function as a Subject Matter Expert for NEXTDC products and services.

Melbourne, Australia

Responsible for the leadership and management of the Country Road Group and David Jones IT Service Desk providing 1st and 2nd level Service Desk support. A strong focus on uplifting the teams level of service delivered to head office team members and over 400 supported Country Road Group and David Jones stores across Australia and New Zealand.

Brighton, Victoria, Australia

Main escalation point for all IT operational matters raised by the client's IT Operations Management team and key business contacts. Working closely with Neptune’s Services, Infrastructure and Service Desk management team to deliver a high quality and cost-effective service delivery model including resolution of escalated problems, mitigation, business continuity, process improvement, knowledge base management and customer feedback via surveys. Focussing on ticket management and SLA reviews, Change Management, Problem Management and continual improvement. Key responsibility of compiling and presenting monthly SLA reports and conducting monthly service delivery meetings to present executive summary and trend analysis.

First point of escalations for TDL's assigned clients and internal staff including daily ticket SLA management and follow-up, communicate Incident, Change and Problem Management notifications, deliver and present service improvement feedback and management of SIP (Service Improvement Plan), chair weekly and monthly client operational service meetings with agenda’s and minutes, manage and maintain client contracts including renewals, annexures and invoicing, and compile, review and deliver monthly and ad hoc reports detailing trend, capacity and performance of clients’ environment.

Rowville, Victoria, Australia

Responsible for the leadership and management of GPC's Business Systems IT Service Desk providing 1st and 2nd level Service Desk support. A strong focus on service delivery to achieve a high level of customer service that exceeds expectations to internal and external stakeholders, and over 500 supported sites across Australia, New Zealand and Malaysia.

Responsible for leading the Service Desk and Desktop Support teams in a managed services function for the GPC (Repco) client. Hired to uplift the service delivery of the Service Desk and Desktop support functions to achieve stability within operations, meet contractual obligations, exceed SLA metrics, resulting in the increase of staff motivation and productivity.

Burwood

Responsible for the delivery of ESTA’s ITS Service Desk providing 1st and 2nd level Desktop support. A high focus on coaching and motivating staff to increase performance by streamlining processes and using ITIL best practices to strengthen the ITS service delivery and achieve a customer focused and process driven team. Working closely with stakeholders to understand business requirements, bridge knowledge gaps, improve processes and deliver projects to instill confidence and delivery of quality IT services within the ESTA business.

Docklands

Established and managed an efficient and reliable kiosk/genius bar/walk-up IT support desk for Medibank's Thrive Program. Design and scope, process map and and streamline processes, engage stakeholders to build strong relationships and seek regular feedback from internal customers to understand needs, leverage opportunities and encourage repeat customers.

Mulgrave, Victoria, Australia

Responsible for the delivery of IT services to core customers Jemena and AusNet Services (formerly known as SP AusNet). A high focus on meeting service levels and producing quality output, supporting project delivery, transformation and implementation, managing and resolving escalations, composing and communicating business impact notification emails, continually improving processes, engaging internal and external stakeholders and working closely with SMEs to understand and bridge knowledge gaps, resulting in a customer focused and quality driven team providing a high level of service delivery.

Clayton

Responsible for the overall level of service delivery within the Service Centre focusing on continuous process improvement, leading transition, enhancement and implementation initiatives to deliver upgraded information systems and service quality, managing customer expectations by measuring quality output of staff, ensuring knowledge articles are accurate and readily available for prompt resolution, enabling staff retention via an efficient recruitment selection process, delivering training presentations and inducting new staff to ensure individual and team objectives are met.

Moorabbin, Victoria, Australia

Account and Sales Manager for industrial fabrics and accessories wholesaler.

Melbourne, Victoria, Australia

Senior Recruitment Consultant placing all types of IT related resources into Interfaces clients.

Blackburn, Victoria, Australia

Provide 3rd level technical support and delivery project initiatives within the Messaging and Collaboration team within an ITIL environment including Change and Problem Management, training analysis and delivery to stakeholders, vendor and escalation management and continual process improvement via analysis, process mapping and documentation. Define scope, plan, test and implement projects defined by the Project Management Office to support project delivery. Provide technical support, analysis and knowledge transfer to offshore HP colleagues in India, Malaysia and the Philippines. Liaise and problem solve escalated incidents with 3rd party vendors.Provide 1st and 2nd level technical phone, email and walk-up support to defined SLA’s within an ITIL environment including User Administration via Active Directory and High Priority Incident Management.

Information Technology, Servicenow System Administration

Foundations And Practitioner, Change Management

Activities and Societies: Change Management Change Management

Itil Foundations

Diploma, Information Technology