eWave is an independent digital transformation agency with commerce at its core. We’re specialists in industry disruption. Through service design thinking, our unique process methodology is built on the foundations of research, helping brands identify the must win moments for their customers.As Manager of Managed Services, I manage eWave’s dedicated Managed Services department, consisting of 15 support consultants across 3 countries, planning and monitoring the services provided to… Show more eWave is an independent digital transformation agency with commerce at its core. We’re specialists in industry disruption. Through service design thinking, our unique process methodology is built on the foundations of research, helping brands identify the must win moments for their customers.As Manager of Managed Services, I manage eWave’s dedicated Managed Services department, consisting of 15 support consultants across 3 countries, planning and monitoring the services provided to eWave’s customers 24/7. As part of my responsibilities, I evaluate response and resolution times of support requests, and develop project plans for software system installations to ensure all stakeholders’ needs are met within the budgetary and time constraints of the project.Since 1999, eWave has become Australia’s most successful and awarded digital commerce agency, and our growth continues to pick up speed. Partnering with brands such as Nike, Canon, Coca-Cola Amatil, and Nestle, our mission has always been to deliver brand experiences that engage the consumer and set the bar for digital transformations. Show less

Manage multiple implementation projects simultaneously. Ensure that all projects are delivered on-time, within scope and within budget. Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility. Ensure resource availability and allocation. Perform risk management to minimize project risks. Establish and maintain relationships with third parties/vendors. Create and maintain comprehensive project documentation

Manage staff of 7 support and installation consultants in 3 countries, planning and monitoring the services provided to CMS Hospitality’s customers. Measure and evaluate response times and resolution of support requests, including providing 2nd level support. Assess training requirements and develop training plans and policies. Develop and monitor project plans for software system installations to ensure all stakeholders’ needs are met within the budgetary and time constraints of the project.

Set up and managed the operational side of Toshiba TEC’s newly created division to provide POS systems to the quick service restaurant market in a direct-sales model. Installed, trained end users, and provided support for all installations of the Toshiba TEC solution. Set up policies and standard operating procedures for the installation, software support, and hardware service teams. Created and enforced standards for the project management of the complete life cycle of all implementations… Show more Set up and managed the operational side of Toshiba TEC’s newly created division to provide POS systems to the quick service restaurant market in a direct-sales model. Installed, trained end users, and provided support for all installations of the Toshiba TEC solution. Set up policies and standard operating procedures for the installation, software support, and hardware service teams. Created and enforced standards for the project management of the complete life cycle of all implementations, from pre-sales discovery workshops to post go-live support and handover. Managed the escalation and resolution of issues to 3rd party software vendors. Show less

Managed projects and project teams in multiple countries across Asia/Pacific and across a wide variety of cultures. Projects included the sales, installation, maintenance, and support of MICROS restaurant systems suite, including POS, inventory, CRM, labor, and data warehousing/web reporting systems. Developed project plans and coordinated stakeholders’ expectations. Managed schedules and budgets to achieve KPIs established for each project, documenting and managing out-of-scope items… Show more Managed projects and project teams in multiple countries across Asia/Pacific and across a wide variety of cultures. Projects included the sales, installation, maintenance, and support of MICROS restaurant systems suite, including POS, inventory, CRM, labor, and data warehousing/web reporting systems. Developed project plans and coordinated stakeholders’ expectations. Managed schedules and budgets to achieve KPIs established for each project, documenting and managing out-of-scope items, change requests and risks. Consulted with local subsidiary offices to provide technical guidance and training, ensuring transfer of custody and control of the project to local owners upon completion. Show less

Managed the training and development of the Asia/Pacific regional distribution channel on MICROS restaurant systems suite. Facilitated or conducted regular technical installation and support training courses throughout the region. Additional non-technical training was directed to sales and management personnel and external customers. Developed annual training needs assessment and reviewed online support case database to identify knowledge gaps and target course delivery. Coordinated and… Show more Managed the training and development of the Asia/Pacific regional distribution channel on MICROS restaurant systems suite. Facilitated or conducted regular technical installation and support training courses throughout the region. Additional non-technical training was directed to sales and management personnel and external customers. Developed annual training needs assessment and reviewed online support case database to identify knowledge gaps and target course delivery. Coordinated and oversaw training efforts at local offices throughout Asia/Pacific region, maintaining corporate training standards. Show less

Responsible for quality assurance, product release and management, education, enhancement and 2nd level support in Asia/Pacific for MICROS restaurant systems suite. Provided pre-sales support to local sales offices, configured and installed products for strategic Major Account customers. Liaised with the corporate headquarters, representing Asia/Pacific concerns and strategies, and managed the escalation of support issues from local office to company headquarters. Facilitated or conducted… Show more Responsible for quality assurance, product release and management, education, enhancement and 2nd level support in Asia/Pacific for MICROS restaurant systems suite. Provided pre-sales support to local sales offices, configured and installed products for strategic Major Account customers. Liaised with the corporate headquarters, representing Asia/Pacific concerns and strategies, and managed the escalation of support issues from local office to company headquarters. Facilitated or conducted regular installation and support training courses throughout the region. Show less

Installed and provided 24-hour on-call support for MICROS point of Sale systems. Trained hotel and restaurant end users. Maintained a high level of involvement in sales efforts, including the bidding of contracted services. Scheduled and tracked the progress of MICROS projects for other Engineers. Wrote and implemented basic UNIX shell scripts.

Maintained IBM System/36, LAN and Westin proprietary software including hotel Property Management System, Point of Sale, Voice Mail, Call Accounting, Central Reservations, and Sales Information Systems. Oversaw the installation of NEC 2500 telephone switch, MCIROS 8700 Point of Sale, Kronos Time and Attendance, ADP Payroll, and Fidelio Front Office System.

Systems Manager for HIS Property Management System on and IBM AS/400 platform. Maintained communications systems, including basic software changes and 24-hour on-call emergency support. Managed telephone service resale to meeting clients. Configured, installed, and administered labor management and forecasting, saving a projected $200,000 in payroll annually. Implemented corporate Customer Service Competency training program. Managed staff of 14 Reservations and PABX employees, including… Show more Systems Manager for HIS Property Management System on and IBM AS/400 platform. Maintained communications systems, including basic software changes and 24-hour on-call emergency support. Managed telephone service resale to meeting clients. Configured, installed, and administered labor management and forecasting, saving a projected $200,000 in payroll annually. Implemented corporate Customer Service Competency training program. Managed staff of 14 Reservations and PABX employees, including interviewing, hiring, training and scheduling. Show less