Stuart Simpson Email & Phone Number

Melbourne, Vic, Au

Melbourne, Vic, Au

Melbourne, Vic, Au

Vocus (previously Nextgen Group) is a leading supplier of Network Connectivity and Data Centre facilities to Australian businesses, government agencies and telecommunications service providers.Mentor team of Fibre Design Engineers•Design of customer MPLS and Transmission services on Nextgen and 3rd Party fibre networks•Work load allocation •Expedited service request management•Performance management and reportingLead Team Project Delivery Managers•Monitor and manage Milestones of major projects in relation to the delivery of customer services•Workload allocation and management to enable optimal performance of Service Delivery•Involvement in Project Management scoping and planning meetings to identify risks, resource requirements and timelines.Key achievements and experience•Review and reengineer of Final Design review (Asbuilts) process.Result – Closed loop in Workflow and Design process allowing Review and Update of final service design to progress. Updating and closing out over 1300 outstanding tasks, provision clear process moving forward to prevent workflow from stalling.•Data Centre power re engineering project.Result – Update designs and data bases to enable Online Power Monitoring for customers and billing.• Design & Delivery engagement processDesigned engagement process and requirements for allocation of Service Design and Delivery resources. Result - Improved scoping, planning and resource allocation based on Project Management requirements.

Melbourne, Victoria, Au

Mentor team of Service Delivery Managers managing the delivery of complex service requests. Manage complex and high value projects.Ensure completion of complex projects within Customer Committed time lines within budget. Provide guidance to team and monitor progress of project and taking action where required to ensure projects stay on time and in budget.• Reporting on delivery performance including On Time and On Budget performance.• Manage the Service Delivery relationship for specific/strategic customers to ensure all delivery SLA’s are achieved.Key achievements and experience• Manage delivery of national rollout to Federal Security & Law Enforcement agencies.• Development of DOA process for 3rd Party Network ProvidersResult – Clear process and SLA with 3rd Party providers for services that are deemed Dead on Arrival. In excess of 90% issues resolved within 1hr whilst Nextgen Field staff were still onsite. Benefits includedIncreased customer satisfaction with services being provisioned on initial visitReduced revists

New York, Ny, Us

Manage all Field Service Delivery activities of merged operations of Verifone and Hypercom AustraliaTake responsibility and ensure all SLA’s are met within agreed time frames.Manage network of contracted Service Agents nationallyDrive improvement in Service DeliveryProvide reporting to major stakeholders (Banks and Major Financial Institutions)Take ownership of escalations and resolve to customers satisfaction

New York, Ny, Us

Key duties involved the management of field services, logistics, stock management and repair of EFT equipment for major banks, financial institutions and oil companies.Key achievements and experience:• Conducted a compliance project for the handling of EFTPOS terminals and loading of security keys. Developed an in-depth understanding of the Australian Payments Clearing Association standards and proposed a set of procedures to enable Company certification to load financial security keys, store and ship EFTPOS terminal facilities. Result: The procedures documentation was implemented and Verifone met the independent audit requirements. • Led the redesign of the Victorian Logistics Centre to clear backlogs and streamline workflow. Reviewed existing processes, workflow and work allocation. In conjunction with key stakeholders redesigned current processes to remove duplication of tasks and eliminate double handling. Allocated one person to complete all tasks regarding the processing of returned equipment. Extensively trained staff to enable flexibility in tasks allowing resources to be allocated where required. Result: Backlog cleared within weeks. Significantly improved turnaround of customer equipment ensuring sufficient stock for demand.•Managed the merger of operational functions of the Brisbane warehouse into the Melbourne warehouse. Reconciled the Brisbane assets and updated the asset register. Outsourced field service activities in Brisbane and ensured contractors had sufficient stock. Result: Zero interruption to client operations for both onsite and satchel services. No additional resources required to undertake the increased work load in the Melbourne operations.

 Provide effective management of daily Customer Service Centre Operations. Contribute to the improvement of underlying processes and relationships between the Centre, Client and other business groups. Ensure that customer needs are met and improve the business environment through the implementation of processes and act as the escalation point for key impacts. Provide coaching and development for Consultants to assist in meeting targets. Provide performance evaluations and feedback to Consultants. Take ownership of escalated customer calls and resolve to customers satisfaction. Prepare reports on business operations and performance  Act as escalation point for the client and investigate issues with service delivery. Take steps to resolve those issues to the satisfaction of the client. Proactively manage major rollouts, liase with project managers to ensure satisfactory outcomes for the client. Development of targets and accountabilities for Call Centre and staff.

 Provide effective management of daily Customer Service Centre Operations. Responsible for verifying and inputting contractor invoices. Act as central contact/escalation point for operational issues Introduction and management of Central Heater Changeover program. Development of targets and accountabilities for Call Centre and staff.

Sydney, Nsw, Au

Sept. 1999 – July 2000: Business AnalystProvide effective management of all aspects of operational support to the channel as per Channel Plan.Responsible for the delivery of the infrastructure on a local and national level to produce on-line performance reporting.Deliver timely outputs across all planning and reporting functions.Liaise with the National reporting Group on the design and maintenance of data management applications for collation and storage of data from Telstra systems.Liaise with the National Reporting Group on the development of processes.Develop and implement processes for the dissemination of standard reports to a wide variety of business users.Deliver high level performance analysis reports that include trends, recommendations and opportunities for improvement.Key Achievements:2000: Developed of Performance standards.Developed reporting requirements and standards for the Online component of the E-magine Channel.May 1997 – Sept 1999: Sales Team Manager /Customer Service SpecialistLead and develop a team of Direct Sales Representatives to met and exceed sales targets.Act as Sales Centre Manager in the absence of the ManagerInterview/recruit Sales, Resource & Complaints ManagersAct as central contact/escalation point for operational issuesResponsible for the management of the full range of product relationships at the Enterprise Centre and ensure that business and operational objectives are met.Sales Team Manager of the Year – Specialised Sales Centres 1998/1999.Member of Victoria/Tasmania Managing for Performance project team.Participation in a number of Business Unit Reviews including pilot reviews.Presenter for Business Initiatives. Presented Managing For Performance to Commercial & Consumer Sales Managers.

Education record

Education record