Managing the identification, sourcing, build, customization, implementation, ongoing support and refinement of all IT solutions and processes required to support the business from a Start-up in 2018 to its current scaled up business model.Technology platforms include: - CRM (Zoho One) - Accounting (MYOB) - HR (Recruit / Brevity Care) - Scheduling (Brevity Care) - Training / Development (NGO on Talent LMS) - IT Support /… Show more Managing the identification, sourcing, build, customization, implementation, ongoing support and refinement of all IT solutions and processes required to support the business from a Start-up in 2018 to its current scaled up business model.Technology platforms include: - CRM (Zoho One) - Accounting (MYOB) - HR (Recruit / Brevity Care) - Scheduling (Brevity Care) - Training / Development (NGO on Talent LMS) - IT Support / Admin (3rd party partner) Show less

Responsible for leading 7 discreet teams in the delivery of an operational big data platform utilizing Hadoop and Splunk technologies to provide near real time telecommunication data - supporting monitoring, visualization and analytics to multiple specialist groups including Telstra's Global Operations Centre.Included within this program of work was the ability to identify, group and trace significant Mobile or Internet outages, identify impacted customers to support service restoration… Show more Responsible for leading 7 discreet teams in the delivery of an operational big data platform utilizing Hadoop and Splunk technologies to provide near real time telecommunication data - supporting monitoring, visualization and analytics to multiple specialist groups including Telstra's Global Operations Centre.Included within this program of work was the ability to identify, group and trace significant Mobile or Internet outages, identify impacted customers to support service restoration prioritization and identify failed network elements - including in the case of Internet outages determine in which service provider accountability domain the fault occurred in. Show less

Client / customer relationship role - attending governance meetings - point of contact for day to day operational - requests, impacts, changes - communications conduit.Responsible for gaining approval for a new application to be deployed into the Telstra environment. Ensuring the new application met all deployment criteria including: - System Security - Documentation - Support processes - Workflow processes - Successful Unit, User Acceptance… Show more Client / customer relationship role - attending governance meetings - point of contact for day to day operational - requests, impacts, changes - communications conduit.Responsible for gaining approval for a new application to be deployed into the Telstra environment. Ensuring the new application met all deployment criteria including: - System Security - Documentation - Support processes - Workflow processes - Successful Unit, User Acceptance Testing, Production Verification Testing and Business Verification Testing.Automation of Key Milestone Interactions (KMI) Show less

Program summariesLeading core business projects:Optimum Sourcing Model Phases 1 and 2 (Waterfall): Migration of 14 different Customer Care functions (330 agents) to a newly developed telephony platform in the Philippines on site and remote.Migration to Sensis VDI (Waterfall): Migration of 330 Philippines agents to a new in-house VDI platform.Teletech relocation (Waterfall) (Philippines): Uninterrupted service provision Contact Centre relocation of 180+ employees… Show more Program summariesLeading core business projects:Optimum Sourcing Model Phases 1 and 2 (Waterfall): Migration of 14 different Customer Care functions (330 agents) to a newly developed telephony platform in the Philippines on site and remote.Migration to Sensis VDI (Waterfall): Migration of 330 Philippines agents to a new in-house VDI platform.Teletech relocation (Waterfall) (Philippines): Uninterrupted service provision Contact Centre relocation of 180+ employees, IT, and facilities infrastructure from a legacy office to a newly built custom site.Self service enhancements program (Agile(scrum)): Agile program of works to enhance the My Account Customer Self Service platform at Sensis. Enhancements introduced included a new Live Chat capability, viewing of historical bills, support for Free Entry Listings and multiple minor functionality enhancements.True Local Top of List (Agile(Kanban)): IT changes to facilitate the interface of True Local Sales Force to Sensis Sales Force enabling Sensis's agents to view, interrogate and sell True Local top of list advertising space.Microsoft Office 365 migration (Phased Waterfall): Company-wide (including off-shore partners based in Philippines and India) transition to Office 365 (1,400+ users). Ensuring the implementation includes the sustainable transition of existing in-house infrastructure supporting email and network file shares to cloud based solutions. Show less