Tim Mcdermott Email and Phone Number
bedford, new hampshire, united states
Tim Mcdermott's Location
Greater Sydney Area, Australia
Tim Mcdermott's Contact Details
Tim Mcdermott work email
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Tim Mcdermott personal email
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Tim Mcdermott phone numbers
About Tim Mcdermott
PRINCE2® Practitioner certified IT professional with a life-long passion for technology. Has demonstrated repeated success in a multitude of roles, including Project Management, Service Delivery, Solution Design and more. Works well autonomously or within a team to achieve and exceed targets and deadlines. Resourceful and self-motivated with the ability to enhance operational efficiency and deliver lower business costs. An expert communicator, who is able to build strong relationships and present to a wide range of technical, management and executive level stakeholders. Highly adept at multitasking, handling conflicting priorities and managing high-tension situations.Core competencies include Project Planning, Budgeting, Project Management, Service Delivery, Team Management, Risk Management, Forecasting, Project Reporting, Customer Relationship Management, Business Process Improvement, Solution Design, Incident Management, Root Cause Analysis, Stakeholder Engagement, Vendor Management and Mentoring.
Tim Mcdermott's Current Company Details
Kentico Software
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Helping you create modern digital experiences at Kentico Xperience
bedford, new hampshire, united states
- Website:
- kentico.com
- Employees:
- 233
Tim Mcdermott Work Experience Details
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Digital Strategy Consultant Kentico XperienceKentico Software Jul 2021 - PresentSydney, New South Wales, AustraliaKentico Xperience is the only fully integrated ASP.NET CMS, E-commerce, and Online Marketing platform that allows you to create cutting-edge websites and fully optimise your digital customers’ experiences across multiple channels.It offers rich out-of-the-box functionality, an extensive set of features and extensive customisability for rapid website development. With Open API, Kentico is proven to integrate with almost any back-end system, giving you ultimate flexibility across all channels.
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Territory Sales Manager - Asia - Kentico XperienceKentico Software May 2021 - PresentSydney, New South Wales, AustraliaKentico Xperience is the only fully integrated ASP.NET CMS, E-commerce, and Online Marketing platform that allows you to create cutting-edge websites and fully optimise your digital customers’ experiences across multiple channels.It offers rich out-of-the-box functionality, an extensive set of features and extensive customisability for rapid website development. With Open API, Kentico is proven to integrate with almost any back-end system, giving you ultimate flexibility across all channels.
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Technical Sales Development RepresentativeKentico Software May 2019 - Nov 2021Sydney, AustraliaPrimarily tasked with qualifying leads from a variety of sources. Unsuitable leads are filtered out while high-quality leads are nurtured before scheduling an appointment and handing over to the Sales Team. Additional activities and achievements include:• Quickly gained technical knowledge in Kentico EMS and Kontent products, which allows me to discuss with and demonstrate them to developers, IT managers, Digital Marketers and C-Level Executives.• Managing the demo request queue to ensure requests are actioned on-time, with accurate reporting to maximise request to demonstration conversions.• Instigate and execute new initiatives to source more qualified leads to appointments. The current initiative is a revisit of the top 100 lost accounts.
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Project Manager And Call Centre ManagerElevate Australasia Dec 2018 - Feb 2019Sydney, AustraliaContinuation of project manager role with the additional responsibilities of managing the call centre (tasked to validate referrals, manage bookings and handle exceptions for their Elevate sleep business).• Project manager actions included: o Benefits tracking incorporated into the Project Steering Committee report for completed projects. o Integration of other team projects reporting into the Project Steering Committee report. o Addition of new projects including onboarding of new acquisitions, call centre expansion and migrating all clinics to a single clinic management software package.• Call centre manager related actions included: o Successful management of a patient reschedule program to cater for an unexpected clinic closure with minimal disruption. o Handling of complaints and general escalations (both internal and external) to resolution. o Creation of call centre KPI’s and implementation of monitoring. o Planning around cross skilling out of team members to help back during leave or peak call volumes.
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Project ManagerElevate Australasia Aug 2018 - Dec 2018Sydney, AustraliaTasked to create a tailored PRINCE2® project office in conjunction with running new and existing projects. The projects included site refurbishment, clinic operational review and development, call centre relocation, product redevelopment and more. • Developed tailored templates and processes based on the PRINCE2® (2017) project framework then applied them to existing and new projects.• Captured existing projects and brought them under the newly created project office framework.• Developed and executed project reporting and ran the Project Steering Committee meetings.• Sample of projects were:o PivotMe site refresh (included repainting, rewiring, new wall installation and up).o Relocation of call centre from Spring St to Elizabeth St (included in move was new furniture installation, rewiring (power and data), equipment relocation and vpn software installation).o Redevelopment of their Health Check offerings (including redesign of the process flow, updating of the medical testing and medical information as well as the restoration and updating to the Kentico CMS website portal that supports the offering).o Wollongong clinic (new site) outfit (full design, paint, flooring, wiring, equipment installation and recruitment of staff and doctors). • Created templates, edited documents and provided usage advice on the MS office suite of tools to other team members and staff.
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Solution Designer (Software)Ibm Jun 2015 - Jun 2018Sydney, AustraliaQualify, solution, price and generate contracts for Software Service Extensions for IBM branded software. Once contracts were signed, processed registration, entitlement and billing. Contracts ranged in price from 4K to 5M based on requirements, complexity and duration. • Reviewed the solution design process, streamlining where possible and handed over the contract and registration components to a lower cost resource which enabled the team to handle the workload after a reduction in head count.• Became the subject manner expert, aiding Sales teams, Business Partners, account teams and clients which increased the number of viable leads, especially via the Business Partner channel.• Provided analysis on call history reports to identifying potential leads for sales team resulting in 500K of new business in 2017.• Delivered consistent high-quality work in a high volume and high-pressure environment, ensuring all business requirements were meet.• Develop standardised pricing models, documentation and training for key products to enable offerings to be executed via the billing system, saving significant manual workload as a result. -
Account Service Delivery ManagerIbm Apr 2010 - Jun 2015Sydney, AustraliaManaged a variety accounts, providing hardware maintenance, software maintenance, technical management, service desks and IMACs. Accounts ranged from 250K to 5M (annually) with a variety of reporting, meeting and client specific deliverables.• Analysed and developed processes, rostering, documentation and training for the coordinator resource pool to handle a significant restructure. Successfully executed with no interruptions or loss of service to end clients despite a ~60% reduction of head account.• Successfully delivered on KPI’s month on month with no financial penalties paid as a result.• Managed costs, revenue and provided forecasting for each account, ensuring they account were perform to budget or better.• Provided detailed reporting and ran regular meetings at technical, managerial and executive levels ensuring all stakeholders updated with all relevant information.• Built strong working relationships with clients resulting in raising customer satisfaction level 85% or above.• Worked regularly with the Solution Design team, assisting in building non-standard delivery solutions and providing Technical Delivery Reviews which ensured unique offerings were deliverable.
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Project ManagerIbm Australia Feb 2005 - Apr 2010Sydney, AustraliaManaged multiple projects including installation, refresh and decommission of IT equipment (including PC’s, printers, networking equipment, cabling, end user software and more), Data Centre relocations, server installations and decommissions, inventory audits and hardware maintenance. Projects varied from 10K to 250K with periods of weeks to 6 months across many sectors, including Banking, Retail, Healthcare and more.• Worked with internal and external resources to gather requirements and develop the project plans and budgets.• Built strong relationships with stakeholders, managing expectations and providing accurate reporting information.• Actively identified, documented and managed issues and risks resulting in no failed projects.• Effective change management to ensure relevant impacted stakeholders fully understood implications.• Strong management of vendors and internal resources during execution to ensure projects were kept on time and within budget.• Increased the team’s effectiveness by providing assistance and advice to other project managers and guidance and mentoring project coordinators.
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Nsw Field Engineer Team LeaderIbm Jan 2004 - Feb 2005Sydney, AustraliaManaged the daily workload, field related escalations, special requests and skills for a team of 70 engineers across a variety of platforms including desktops, printers, POS, server, mainframe and networking equipment. • Successfully instituted cross-skilling program for field engineers, resulting in an increase of ~10% utilisation and fewer escalations related to gaps in coverage.• Identified areas of low-skill then planned, budgeted and implement training, resulting in shorter repair times and fewer repeat visits.• Instituted a semi-annual call volume review to remap field engineers territories, factoring in critical elements like travel times and client base. This resulted in a better balance of workload and a significant drop in manual call reassignment.• Created reports and analysed data for poor engineer performance or misleading/accidental call reporting. Identifying several issues, resolving most incidents with the field engineers directly.
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Field EngineerIbm Sep 2002 - Jan 2004Sydney, AustraliaPerformed onsite servicing of desktops, laptops, POS, printer and wintel server, performing onsite diagnostics and repair, meeting or exceeding SLA targets. Included responsibilities was arranging onsite visits, parts management and accurate call reporting. • Performed on-site servicing of desktops, laptops, printers, POS, exceeding all measurable targets (meeting SLA, repair time, first time fix, call reporting, and parts management).• Became ‘Customer Satisfaction Champion’, assisting the team in reaching and exceeding client satisfaction targets consistently through constructive feedback and mentoring.• Assigned as the Field Engineer to BT Financial Group, providing additional technical and administrative support to the client while building a strong relationship with their support teams, server team and management.• Acted as a back-up while the NSW Field Engineer Team Leader was on leave, managing the teams workload, escalations, and other general duties while still acting as a Field engineer.
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Complaints OfficerIbm Jul 2000 - Sep 2002Sydney, AustraliaHandled various complaints from consumers, clients and the general public on a variety of topics from technical issues to general complaints focusing on a positive outcome for both IBM and the party raising the complaint.• Handled complaints to a positive outcome, receiving consistent appraisal (including multiple letters from CEOs, David Theody and Phillip Bullock).• Represented IBM at the Department of Fair Trading.• Managed ‘Crit-Sits’ (high-impact and high-visibility situations) when there was work overflow or staff leave.• Provided technical support and information to the other non-technical team members assisting them to understand any relevant technical matters within their complaints.• Acted as Team Leader for six months, managing workloads, assisting team members, improving processes and reporting to management.
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Remote Technical SupportIbm Feb 1999 - Jul 2000Sydney, AustraliaProvided over the phone technical support for desktops, laptops, hand-held devices for consumers and clients.• Exceeded all measurable targets (call times, call response times, calls handled, calls closed, and customer satisfaction reviews).• Handled billing processes, ensuring billing was completed correctly and on-time.• Regularly provided training to new staff.• Took on the role of managing internal processes and technical documentation. This would then evolve into addition duties by becoming responsible to be the ANZ document creator, creating support documentation publish on IBM’s external website.• Received an IBM Achievement Award for $1,000.00, presented by the Queensland Premier, Peter Beattie.
Tim Mcdermott Skills
Leadership
Requirements Analysis
Stakeholder Management
Infrastructure
Training And Development
Root Cause Analysis
Account Management
Microsoft Powerpoint
Sales Operations
Incident Management
Telecommunications
Communication
Business Analysis
Vendor Management
Mentoring
Team Leadership
Team Management
Higher Education
Customer Relationship Management
Microsoft Office
Microsoft Access
Microsoft Word
Microsoft Excel
Change Management
Project Management Office
Customer Service
Microsoft Project
Contract Negotiation
Project Planning
Business Process Improvement
Technical Solution Design
Management
Project Management
Problem Solving
Service Delivery
Project Delivery
Tim Mcdermott Education Details
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Prince2: PractitionerProject Management -
North Sydney Institute Of Tafe, MeadowbankElectrical Technology
Frequently Asked Questions about Tim Mcdermott
What company does Tim Mcdermott work for?
Tim Mcdermott works for Kentico Software
What is Tim Mcdermott's role at the current company?
Tim Mcdermott's current role is Helping you create modern digital experiences at Kentico Xperience.
What is Tim Mcdermott's email address?
Tim Mcdermott's email address is af****@****.com.au
What is Tim Mcdermott's direct phone number?
Tim Mcdermott's direct phone number is (404) 364*****
What schools did Tim Mcdermott attend?
Tim Mcdermott attended Prince2: Practitioner, North Sydney Institute Of Tafe, Meadowbank.
What skills is Tim Mcdermott known for?
Tim Mcdermott has skills like Leadership, Requirements Analysis, Stakeholder Management, Infrastructure, Training And Development, Root Cause Analysis, Account Management, Microsoft Powerpoint, Sales Operations, Incident Management, Telecommunications, Communication.
Who are Tim Mcdermott's colleagues?
Tim Mcdermott's colleagues are Dominik Rumian, Daniel Merta, Michal Vanžura, Scott Burgess, Kamil Řezníček, Lukáš Kaukič, Adam Adamček.
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