Stephen Bennett Email & Phone Number

Adelaide, Sa, Au

Adelaide, South Australia, Australia

I have moved into a role for the next 6 months that is focused on leading organisation wide reporting requirements as we migrate to Dynamics.

Australia

Australia

Adelaide, South Australia, Australia

Adelaide, Australia

• Recovered $200,000, which equates to a 3% increase, in unbilled revenue through strategic analysis of billing.• Designed and implemented a data warehouse for credit card transactions using Microsoft SSIS.• Implemented and produced monthly Service Level reporting for customers.• Created a rules based billing engine, automating monthly invoicing.• Developed custom Microsoft SSRS reports to analyse financial, operating and billing processes.• Scheduled automated emails that alerted to configuration errors in system tools.• Applied data governance principles to resolve data set quality issues.

Adelaide, Australia

Service Level reporting manager for Hewlett Packard in Asia Pacific, supporting South Australian Government and Department of Agriculture.• Produced accurate contractual reports on time each month, ensuring service level penalties were minimised.• Hosted weekly and monthly meetings with account executives and stake holders to monitor adherence to strict Service Levels.• Automation of daily/weekly/monthly reporting requirements – including automated downloading of data from the internet.• Presented a cost saving plan to executives to gain funding approval to develop an automated centralised application to allow better tracking/validation of HP Service Levels.• Developed a data warehouse of faults/incidents with Service Level details to demonstrate cost savings.

Adelaide, Australia

Maintaining Adelaide, Canberra and New Zealand's Service Desk's, Avaya Interaction Centre application, (telephony/email) including on-call support. Creation of regional voice/email reports. IVR creation/maintenance. Using Microsoft Integration Services, created scripts to import data from multiple sources to a central data repository. Excel templates with macros to reduce manual report manipulation, including a global template used to upload data from multiple sites to a central database.

Responsible for determining the call/email routing requirements for Asia Pacific service desks telephony/email systems. Creation and overseeing of test plans. Designing integration of IVRs to call logging applications based on IVR entries and selection. Designing reports, including real time wallboards and historical reports.• Key participant of the multi-million dollar service desk contact management systems upgrade from Aspect/Kana platforms to Avaya Interaction Centre. This resulted in a greater than 10% operational efficiency increase for the Service Desks in Australia and New Zealand.• Liaised between customer and technical solutions/support groups to identify business processes, systems, and product requirements to further refine and streamline processes. • Researched and presented business cases for system innovation, upgrades and performance tuning.

Education record

Education record