Sam Gamage Email & Phone Number

Melbourne, Vic, Au

Melbourne, Australia

Melbourne, Australia

• Design best-fit shift and rotation strategies to achieve Customer Centre goals• Complete short-term intra-week and intraday forecasts in the schedule generation process• Work with Staff Planners to maintain staff lists to ensure accuracy of staff-team allocations• Ensure all WFM Application Agent and Skill and work routing configurations are correct to ensure quality schedules are generated and all time periods have adequate coverage • Maintain strong stakeholder relationships with Customer Centre leadership, centre management, supervisors and agents• Present monthly performance results to Manager of Workforce Planning• Produce reporting as required• Maintain WFM applications as required

Melbourne, Australia

 Providing level 1 technical support for the products FTTP (data and voice) and fixed wireless services. Testing services and checking configuration using the systems AMS, SAM, Comptel, Ipact, Spatial. Progressing trouble tickets using the system Remedy and escalating to the relevant teams when required. Creating work tickets for technicians in the system Quintiq when required and make escalations/fast tracks via FMS (Field Management Services) where applicable to meet the SLA requirement to ensure customer satisfaction. Assisting field technician with their enquiries and performing testing when working on assurance tasks. Ensuring satisfactory outcomes for all customers. Supporting new staff with their inquiries and escalations.

Northern Suburbs Melbourne

 Assisting in implementing the new cloud based roster management software EmpLive(previously known as RosterLive) Data migration from the old roster system to the new system Setting up rules and configuring according to the company requirements Maintaining the fortnightly roster for more than 200 employees and providing systemsupport and reports to the Facility Managers and Directors Analysing and improving the current business processes, implementing new processesand preparing process documents and flowcharts Training the staff members for the new systems as users/administrators and preparetraining materials Provide technical support for the users/administrators on site and via phone

 Provide L1/L2 Technical support for the products - ADSL, BDSL, Ethernet, Digital Business, Email, Security, E-pay, TIPT Testing and diagnosis of FTTP Voice, Broadband and FTA faults for wholesale andRetail customers using WAM and Alcatel Lucent AMS Programming the ADSL and PSTN services using the systems XDM and WoztermOther systems and applications used: Rass, Flexcab, Sultan, EDN-Boss, Moby, Siebel, NGAWS, NEC Director, AMS, Macs Online, Magpie, Broadsoft Configuring range of modems/routers according to the customer’s business requirements and dealing with routing issues Creating Technician appointments if required and dealing with fast tracks, after hours and Level 5 escalations to meet the SLA requirement to ensure customer satisfaction Suggesting suitable products/upgrades and alternatives to provide the most suitable solution, according to the customer’s technical requirement  Looked for process development opportunities and attended meetings with Team Leaders and Process Specialists try to implement Progressing the New and Modification orders using Various Drift systems such as Axis, NPAMS, START by assigning cable paths for the FNNs Creating field tasks for the Technicians for simplex network upgrades and provides support/guide for the Technicians working in the field using GDD and CHARMS Activating ADSL and PSTN services Working on “Anners” to keep the cable record database accurate and matching with the axis products Participated in Management work such as preparing the rosters and working as site manager for the Activation web page Worked as acting Subject Matter Expert and have cross trained new staff members

Master Of Business Systems, Electronic Commerce, Business Decision Support Sysems

Bachelor Of Science (B.Sc.), Mathematics And Computer Science