Steven Turner Email & Phone Number

Melbourne, Victoria, Australia

Our Customer Success teams are responsible for helping our customers and partners select, implement and maintain PaperCut products across all stages of their buying journey. We provide a full pre-sales and post-sales expertise to help provide a fulfilling customer experience.As the APAC Customer Success Lead I am accountable for the functional performance for our APAC Customer Care, Proactive Support, Customer Activation, Technical Services (pre-sales) and Technical Support (Post Sales) teams, ensuring global consistency with our other regions and supporting the global objectives for growth and change.Key responsibilities include:* Supporting the regional annual budget process* Team resourcing and budgeting* Mentorship and coaching of team leads* Promote and support Psychological Safety and Engagement within the teams* Support team members to delivery against their goals, providing recognition, feedback and coaching to support their development* Perform Talent Mapping to ensure Development plans suit individual performance and balance talent in the teams.* Ensure customer success support the Partner Enablement teams to achieve their goals* Co-ordinate regional and global projects to ensure effective prioritisation of work.

Melbourne, Victoria, Australia

The APAC Technical Services team is responsible for Pre-Sales solution design and implementation. The team is also responsible for the Technical engagement of our reseller network to ensure a thorough knowledge of the PaperCut suite of solutions both in the Sales and Technical support of the products. As the APAC Technical Services Team lead I was responsible for managing the APAC technical services team, consisting of System and Solutions architects. Responsibilities include:* Identifying, planning, creating and delivering training across Channel partners* Budgeting* Capacity planning* Team development* Coaching and Mentoring* Service NPS / CSAT reporting, monitoring and improvements* SME for Systems and network design and implementation for our solution into customer environments* Escalation point for complex issues

Melbourne, Australia

As part of the APAC Technical services team I provide design and implementation assistance to customers, resellers and Authorized Solution Centres for the PaperCut products. I am also responsible for providing training in the product and the underlying technologies in which the products reside, and ensuring that the voice of the customer is "heard" when it comes to the development of the product.

Reporting to the Associate Director - Research Information and Business Systems, I am responsible for the provision of existing services at the Hawthorn campus and Shepparton Medical Clinic. I am also responsible for the amalgamation of I.T services from several different networks, departments and teams into one consolidated environment.Major projects I have already completed to ensure this successful integration occurs include:Identified communications issues between several different areas of a newly formed Department (Research, Innovation and Commercialisation) at the University. Implemented and led a team to complete email cross domain consolidation works to create a unified communications platform for over 400 staff. Developed and ran a project for the amalgamation of staff, servers and networks across multiple sites and domains to improve work flow, reduce department “siloing”, and create a more conducive work environment for the Research, Innovation and Commercialisation team.

Victoria, Australia

Reporting to the General Manager Risk and Corporate Services I was responsible for the I.T Department and provision of all I.T solutions and services. These services extended to Procurement of all I.T equipment and software, Budget planning, providing leadership and direction to the I.T staff and contractors, development and management of all I.T Projects, Disaster Recovery/Business Continuity development and the creation of all I.T policies and procedures.During my time in this role I had several key achievements. I have listed two of these below:I scoped and developed an implementation plan for the provision of a new Medical Clinic in Shepparton. I then led a team of 3 people, including external contractors, through the successful deployment of the servers, desktops and network environment.I designed the company’s I.T Disaster Recovery and Business Continuity plans for over 20 servers and four geographical locations. This work also included risk assessment in relation to system failure points and the implementation of several solutions to mitigate these risks.

Hawthorn, Victoria, Australia

Reporting to the I.T Manager I was the Systems Administrator for the company. This role required me to provide backend server support and maintenance as well as 3rd level support for the I.T Help Desk staff. Servers and systems supported:Windows Server 2003 Support including: Exchange 2003, SQL 2000, IIS. Managed and maintained MetaMarc server - for library borrowing, Developed the company SOE and controlled via Altiris Deployment Server / servicesMaintenance and upkeep of several student computer laboratoriesBackup/Recovery via Symantec Backup ExecMonitoring, development and support of the SAN / NAS environment

Melbourne University Private

Reporting to the I.T Manager I was tasked to provide first level technical support for over 400 students and 150 staff members. This support included, Hardware, Desktop/Laptop, MS Windows, Projectors, Server and Network support. During my time in this role I developed a staff and student informational handbook which detailed common questions and provided instructions on how to connect and access the University Systems.

Assess inbound technical support calls for Telstra BigPond to ensure CSR's maintained a high call standard, through their professionalism and accuracy of information.Provided coaching to CSR's to improve the call standards.

Assist in construction of temporary roads, bypasses and fords. Dig drains and construct culverts. Erect bridges using both equipment and non-equipment components. Construct and operate rafts and ferries. Construct field defences and wire obstacles. Lay, arm, neutralise, disarm and remove mines and booby traps. Conduct demolition tasks. Construct and operate field machines. Operate boats. Produce potable water using water purification equipment. Carry out concreting tasks. Use and maintain power tools.