PowerLink Energy Australia

Service Manager

Transport for NSW

Ensuring that the Application Proxy MFA solution was deployed to a target base of 18,500 external users. Managing the onboarding process and providing direct customer service.

Skills: AzureAD, MS App Proxy, SmartID Connect, MFA strategies

MFA Deployment Manager

Telstra

Leading two service desk teams: one supporting the Commonwealth Bank of Australia and the other dedicated to providing support for the Tasmanian Government account.

Key Responsibilities and Achievements

•	Led a team of service desk analysts, fostering a collaborative and high-performance culture.
•	Conducted regular coaching sessions, training, and performance evaluations to enhance team skills and productivity.
•	Successfully reduced staff turnover by implementing employee recognition programs and addressing employee concerns promptly.
•	Streamlined service desk processes by implementing ITIL best practices.
•	Established and monitored service level agreements (SLAs) to ensure service delivery aligned with business requirements.
•	Implemented a knowledge management system, resulting in increased first-call resolution rates and reduced escalations.
•	Developed and maintained strong relationships with key stakeholders to better understand their needs and expectations.
•	Conducted regular offshore governance meetings to ensure compliance with SLAs.
•	Initiated and led continuous improvement initiatives to enhance service desk efficiency and effectiveness.

CBA & Tasmanian Government Customer Service & Support Manager

Managed a team of 25 incident and service request analysts on the premium service desk supporting the Commonwealth Bank of Australia.


Key Responsibilities and Achievements

•	Effectively monitor and manage the performance, customer expectations & contracted Service levels. 
•	Effectively monitor and manage the performance of our internal and external vendors and OLAS .
•	Drive process improvement and change, ensuring that all procedures are understood by staff and strictly adhered to.
•	An escalation point for the team and customers
•	Build and maintain an excellent customer relationship by communicating with our customer on a regular basis. 
•	Build and maintain an excellent relationship with our account teams by communicating with our customer on a regular basis. 
•	Manage staffing levels and variations in conjunction with standard call centre management practices for labour utilisation and Corporate Sourcing policies.
•	Provide timely management reports to 1 up manager. 
•	Monitor and manage key Stakeholder satisfaction.
•	Maintain a Business Continuity Plan which is regularly tested. 
•	Manage the compliance of Third-Party Vendors
•	Identify performance issues and effectively manage poor performance of staff.
•	Ensuring Agency/Contractor staff is managed effectively in accordance with Corporate Sourcing Agreement. 
•	Developing staff to attain the skills required to effectively perform their duties.
•	Planning and driving the development of staff to graduate into higher skilled role

Team Manager CBA Account

I was responsible for providing technical expertise, leadership, and exceptional customer service in managing the service desk operations. The primary objective of this position is to oversee the day-to-day activities of the service desk, handle complex technical issues, and lead a team of technical analysts to ensure prompt and efficient resolution of incidents and service requests for the Commonwealth Bank of Australia.

Lead Technical Analyst

End to end Incident and service request management

Service Desk Consultant

Tresami Computer Engineering

Providing on-site technical assistance to end-users and clients. The primary objective of this role is to resolve hardware, software, and network-related issues promptly and efficiently, ensuring smooth and uninterrupted IT operations.

Key Responsibilities:
On-Site Technical Support: Provide hands-on technical assistance to end-users and clients at their locations, including offices, remote sites, or customer premises. Troubleshoot, diagnose, and resolve hardware, software, and network problems to ensure minimal downtime and optimal system performance.

Installation and Configuration: Assist with the installation, setup, and configuration of IT equipment, including desktops, laptops, printers, servers, and networking devices. Ensure proper functionality and compatibility of the installed systems.

Maintenance and Upgrades: Perform regular maintenance tasks on IT equipment, such as system updates, hardware cleaning, and performance optimization. Upgrade hardware and software components as required to enhance performance and security.

Field Engineer

Woolworths Supermarkets

Full accountability for the running of the store in the evening and on weekends
Responsibilities include:
-Lead, coach and develop a team to meet sales targets, cost control and rostering requirements
-Ensuring that Woolworths merchandising, safety, compliance and stock management standards are met.
- End of day cashing up and balancing of registers
- Ordering of stock
- Reporting of weekend profits to the regional manager
- Opening and closing of the store
-Assisting with training and onboarding team members

Duty Manager

Key Responsibilities:

Shelves are kept full.
Displays are neat and tidy.
Assisting shoppers to find what they need.

Grocery Team Member

Highly skilled and results-driven Service Desk Manager with 15+ years of experience in overseeing and optimising IT support operations. Adept at managing a diverse team of support professionals and ensuring the delivery of exceptional customer service. Possesses a strong technical background, combined with outstanding leadership abilities, enabling the successful resolution of complex technical issues and efficient management of service desk processes. Demonstrated track record of implementing ITSM best practices and driving continuous improvement initiatives to enhance service quality and user satisfaction.

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