As the End User Engagement Manager, I am tasked with ensuring the customer-centric delivery of IT and business support services, aligning with business needs and expectations. As the service owner for offshore and onshore delivery from a Tier 1 managed services vendor, and managing VIP Support Service to the Board, C-Suite leaders, and senior managers, within a regulated and controlled environment. I drive a continuous improvement approach, collaborating with vendors and internal teams to refine service delivery and processes, advocating for the 'Voice of Technology' to enhance the end user experience.

Led high performing cross-functional team to optimise operations, projects, and change functions globally. Delivering operational excellence through scalable procedures, ISO/ITIL compliance, and risk mitigation. Spearheading customer-centric service design, I fostered collaborative ties with senior management and drove continuous improvement.

Proudly certified as a Mental Health First Aider through Mental Health First Aid Australia, dedicated to fostering supportive and inclusive workplace environments by providing vital mental health support and guidance to colleagues in need.

Led continuous improvement initiatives, quality enhancement, and robust reporting mechanisms. Leveraging ITIL practices, I collaborated with diverse teams, driving process development and refinement. My expertise extends to overseeing critical platforms like ITSM tools and Report Server environments, coordinating release management, and providing integral support during tender responses, contract renewals, and new service transitions.

Managing an application support service to 3000+ global customer end users. Facilitating incident management, escalations, and critical IT incident resolution. Ensuring services are delivered to customer service level agreements. Facilitating user acceptance testing, disseminating release notes, and collaborating with Quality Assurance and Development teams.

Managing local and remote IT support delivery to 2000+ end users. Facilitating incident management, escalations, and critical IT incident resolution. Maintaining vendor relationships, supporting a multi-million-dollar IT budget, and serving as the primary IT contact for senior management.

Experienced leader overseeing a team of up to 7 level 1 and 2 service desk and onsite resources in a managed services environment, ensuring consistent SLA performance and customer satisfaction. Recognised for implementing improvements and maintaining strong client communication, while also demonstrating expertise in incident management and ITIL processes.

Software support specialist adept at delivering prompt and effective technical assistance to clients, consistently meeting SLAs and ensuring client satisfaction. Proficient in coordinating bug resolutions with development teams, conducting quality assurance testing, and configuring software functionalities to align with client needs.

Overseeing level 1 support staff, ensuring top performance through comprehensive management practices including recruitment, rostering, and performance reviews. Trusted point of contact for staff and customer escalations, adept at handling complaints and ensuring regulatory compliance. Proficient in disaster recovery planning, warranty returns, and maintaining technical processes to uphold network integrity and client satisfaction.

Progressively promoted from an engineer role to supervisory and management positions, demonstrating exceptional skills and dedication. Led a technical team to achieve goals and targets in computer repairs and onsite calls, while ensuring top-notch technical support across multiple channels. Proficient in installing, configuring, and repairing computer systems, software, and hardware components, with specialized expertise in managing BlackBerry Enterprise Server clients and implementing Microsoft Retail Management System. Additionally, played a pivotal role in designing automated systems for software installation and improving system build efficiency, alongside sales duties.