Sam Othman Email & Phone Number

Gold Coast, QLD, AU

Brisbane, Queensland, Australia

- Formed and lead a new team and business function dedicated to IT Operations.- Our team focuses on the following key functions:- Designing, improving, and supporting the call center infrastructure.- Centralizing all IT systems for documentation, integration, and applying best practices.- Implementing IDP integrations, creating organizations, managing.

Brisbane, Queensland, Australia

- Led the migration project, transitioning from PureConnect to Genesys Cloud.- Collaborated closely with developers to seamlessly integrate systems with the website and CRM.- Introduced workforce management solutions to optimize operational efficiency.- Expertly integrated cloud trunking solutions to enhance communication capabilities.- Orchestrated.

Gold Coast, Queensland, Australia

Promoted to second-level support with a focus on project management and telephony oversight.- Owned a comprehensive contact center solution initially designed for a 100-person team. Adapted it to support 170 team members, working alongside just one other colleague, handling hardware, software, networking, telephony, and projects.- Spearheaded Genesys.

Gold Coast, QLD

- Provided front-line onsite support to approximately 120 staff members.- Conducted hardware and software troubleshooting to address issues promptly.- Managed computer builds and rebuilds to maintain optimal system performance.- Facilitated software installation, ensuring seamless functionality across systems.- Contributed to process improvement.

Gold Coast, Australia

- Swiftly promoted to second level following proficient execution of level 1 duties as a Customer Response Specialist.- Continued to handle level 1 tasks while gaining elevated system access and assuming increased responsibilities.- Managed member loan repayments, ensuring accurate and timely processing.- Skillfully rescheduled late or failed payments.

Gold Coast, Australia

- Skillfully assisted Members in navigating the website and automated system, ensuring a seamless user experience.- Provided valuable support to customers seeking new loan applications, adeptly guiding them through the process.- Efficiently processed loan applications, maintaining accuracy and compliance.- Managed inbound calls, addressing queries and.

Gold Coast, Australia

- Collaboratively supported approximately 30 resort and sales sites across international locations and head office, serving a combined staff of over 1500. Worked as part of an 8-member team.- Expertly managed incident resolution, requests, and account administration, personally addressing more than 3000 tickets and handling over 2000 phone calls annually..

Gold Coast, Australia

- Functioned as a Level 2 support engineer, extending assistance to multiple divisions of the National Australia Bank both within the country and offshore.- Proficiently resolved a wide range of hardware, software, printing, office, email, and operating system issues, as well as conducted remote installations, machine rebuilds, and account requests - all.

Gold Coast, Australia

- Undertook a 1-year contract during the transition of the role to interstate and offshore locations.- Offered dedicated support to Australian residential customers, catering to broadband and dial-up concerns on both Windows and Mac OSX platforms.- Managed an approximate volume of 200 weekly calls, effectively addressing customer inquiries and technical.

Diploma Of Computing Systems, Information Technology

Studied a broad range of I.T. subjects

Ncea 1 & 2

I completed NCEA level 1 & level 2 as well as topping 2 I.T. classes.