Responsibilities:- Leading and mentoring the Frisk Service Delivery team- ITSM change and incident management processes- Scheduling and management of customer installs- Management of adherence to service level agreements- Customer engagement and driving customer satisfaction- Company process development and adherence- Stakeholder and vendor engagement and management- Management of mitigation to cyber security threatsAchievements:- Deployed IT Service Management processes and tools- Management and scheduling of cloud migration project (Azure)- Deployed and maintained ACSC Essential 8 Maturity Level 2- Improved cyber security posture/awareness across the business- Deployed a customer delivery and success framework

Responsibilities:- Leading and mentoring the Business Operations Support team- Change and incident management for Internode and iiNet- Stakeholder and vendor engagement and management- Legacy system migration and consolidation between brands- Management of adherence to service level agreements- Customer engagement and driving customer satisfaction- Company process development and adherence- First Aid and Fire Warden delegate for department area- Occupational Health Safety & Welfare representativeAchievements:- Consolidation of Internode and iiNet operations teams- Standardisation of business processes across acquisitions- Successful migration of legacy services and systems- Driving improvement to ITSM processes across acquisitions

Responsibilities:- Complete user acceptance testing of key business systems- Develop test cases and build software testing automation- Software requirements analysis through stakeholder engagement- Reporting of testing results through Software Development Lifecycle- Engaging with business delegates to determine expected outcomes- Configuration management of testing and development resourcesAchievements:- Contribution to successful deployment of customer sign-up engine- Configuration of customer framework for strategic customer system- Successful deployment of automated test suite for legacy systems- Contribution to successful deployment of service qualification system

Responsibilities:- Leading and mentoring a customer service team- Managing adherence to service level agreements- Ensuring customer satisfaction and driving NPS improvement- Development of skills through monitoring and coaching- Ownership of resolution of complex customer issues- Development of process to improve performance and productivity- Allocation of activities based on incoming queue workload- Reporting on staff performance level and customer statistics

Responsibilities:- Mentoring and coaching of customer service staff- Troubleshooting and resolving complex customer issues- Frontline telephone and online technical support of Internet services- Prioritising and responding to support calls and online requests- Specialising in Internet and telephony services and hardware- Configuration of customer hardware and installed software- Setup and troubleshooting of customer services and email

Responsibilities:- Frontline telephone and online technical support of Internet services- Prioritising and responding to support calls and online requests- Specialising in Internet and telephony services and hardware- Configuration of customer hardware and installed software- Setup and troubleshooting of customer services and email

Responsibilities:- Prioritising and responding to reported support requests- Software and hardware installation and maintenance- Troubleshooting of workstation technical issues- Setup and teardown of computer labs for school students- Re-imaging of operating systems and supporting software- Maintenance of environment peripherals and network