Tim Mcdermott Email & Phone Number

Sydney, New South Wales, Australia

Kentico 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.

Sydney, New South Wales, Australia

Kentico 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.

Sydney, Australia

• Primarily 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.
• 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.

Sydney, Australia

• Continuation 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.
• 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.

Sydney, Australia

• Tasked 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.
• 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.
• Created templates, edited documents and provided usage advice on the MS office suite of tools to other team members and staff.

Sydney, Australia

• Qualify, 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.
• 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.
• 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.

Sydney, Australia

• Managed 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.
• 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.
• 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.

Sydney, Australia

• Managed 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.
• 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.

Sydney, Australia

• Managed 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.
• 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.

Sydney, Australia

• Performed 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.
• 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.

Sydney, Australia

• Handled 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.
• 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.

Sydney, Australia

• Provided 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.
• Received an IBM Achievement Award for $1,000.00, presented by the Queensland Premier, Peter Beattie.

Prince2: Practitioner, Project Management

Attained Prince2: Practitioner Certification

Advanced Diploma, Electrical Technology