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 accounts, and domain verification.- Triage and management of incidents from inception through resolution.- Investigating and resolving root causes of issues to ensure seamless operations.- Implementing automation to streamline and eliminate resource-heavy tasks.- Handling user access management including moves, adds, changes, and audits across various systems.- Taking a proactive interest in team development and fostering a collaborative environment focused on continuous improvement and excellence.

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 outbound campaigns, assisting the business in achieving key metrics and KPIs.- Designed and implemented intricate inbound flows to streamline operations.- Innovatively rearchitected ACD elements, enhancing core Genesys functionalities.- Developed custom applications using Genesys Cloud APIs, leveraging JavaScript.- Utilized Logic Apps integrations to automate scheduled tasks, optimizing workflow.- Conducted comprehensive user training, ensuring proficiency across the team.

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 PureCloud Implementation, orchestrating a cutting-edge solution for multiple teams. Designed IVR systems, queues, executed AD synchronization, managed DID allocation, among other vital components.- Led seamless Windows 7 to 10 transition, managing process including profile migration for enhanced productivity.- Introduced LastPass for structured shared vault system with AD synchronization, efficiently managing access for 200 staff.- Successfully introduced Zendesk across four teams, transforming customer service processes and boosting efficiency.- Pioneered a proprietary hub system using PHP/jQuery/AJAX, automating paper-based workflows like automated refunds during Covid, real-time AAD lookups, Zendesk ticket scheduling, and meticulous archival and metadata searching of over 1.2 million Genesys PureConnect call recordings into an SQL server.- Engineered streamlined WDS configuration for 2-button PC building, from naming to software deployment.- Implemented automated OneDrive system for file storage optimization, including core profile folders, enhancing login times.- Devised Chrome profile automation and roaming profile enhancements.- Utilized PowerShell scripting to automate admin tasks like AD & O365 management.- Managed driver & app updates via automated tasks for system currency and security.- Spearheaded critical hardware installation including UPS systems, servers, switches, wireless APs, dashboard TVs, showcasing hands-on skills.- Runner up employee of the year 2016, Flight Centre Global Gathering winner 2017 (Hawaii) and 2019 (Las Vegas)

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 initiatives to enhance operational efficiency.- Orchestrated account creation and management for streamlined user access.

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, optimizing member satisfaction.- Effectively processed debit card payments over the phone, enhancing convenience for customers.- Performance was evaluated based on metrics including NPS, repayment arrangement success rate, call abandonment rate, quality of calls, emails, and live help, while consistently embodying the Nimble values.

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 concerns promptly and professionally.- Demonstrated responsiveness by promptly replying to Member emails and live help requests.- Utilized the outbound automated dialler for both Sales and Service calls, contributing to proactive engagement.- Actively engaged with management to explore innovation opportunities within the business, leveraging my prior IT expertise.- Garnered media attention within the first month, being audited in the media:http://www.adnews.com.au/news/watchdog-be-nimble-watchdog-be-quick- Achieved an innovation award in the second month by successfully implementing changes to the automated system's email handling. Award included flights to Melbourne and corporate box tickets to the F1 race, courtesy of Channel 10.- Assumed a pivotal role in the internal communications team during the third month, becoming one of two operational representatives. This role aimed to enhance internal and external communication with Members.

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.- Leveraged advanced problem-solving skills to troubleshoot issues, often encountering novel challenges within the business.- Conducted comprehensive research, leading to the development and implementation of new systems and procedures. This fostered innovation, automation, and significant departmental growth.- Employed multitasking and time management prowess to ensure on-time project delivery alongside daily responsibilities.- Gained exposure to a diverse range of IT functions due to the small team environment, enhancing versatility and skillset.- Undertook international and interstate travel for site visits, further strengthening collaborative efforts.- Participated in a 24/7 on-call rotation, demonstrating unwavering commitment to support.

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 executed remotely.- Skillfully managed distinct queues, each dedicated to specific request types. This responsibility encompassed task completion and delegation.- Engaged in interstate travel to conduct training for new teams, augmenting the department's capacity to handle an increased workload and overflow, ensuring SLAs were met.- Assumed responsibility for handling escalations and responding to queries originating from Level 1 consultants.

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 issues.- Seconded to Level 2 as a Senior Technical Consultant, assuming responsibilities for backfill and leave coverage, thereby supporting other Level 1 Smartnet Consultants.- Demonstrated exceptional performance by consistently achieving a 100% rating in call quality checks and consistently meeting or surpassing KPIs.- Pioneered the development of a comprehensive knowledgebase, which greatly aided the staff in their transition during the overhaul of the primary systems.

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.