Connexa Limited

* Demonstrated strong leadership skills by efficiently expediting fixes to restore site outages and effectively overseeing asset cleanup efforts to ensure the safety & readiness of assets for future operations.
* Primary contact for CDEM, Lifelines Group & NOC during crisis situations for timely and effective response measures.
* Created an asset strategy to ensure business continuity & optimized resource utilization.
* Crafted Connexa's comprehensive Business Continuity Policy, incorporating incident/risk/crisis management plan to guarantee organizational readiness in the face of disruptions. Developed the callout roster for seamless operations during holiday periods.
* Created visually appealing dashboards for governance & board meetings, integrated into SharePoint for improved decision-making & easy access to important information.
* Crafted NOC requirements focused on delivering world-class service operations that guarantee reliable network performance & scalable for future growth.
* As IT SME, demonstrated exceptional communication skills and collaboration, resulting in seamless execution of key initiatives and projects:
1. Led the admin and configuration of all digital platforms to align with business needs & support streamlined operations.
2. Steered the successful IT migration from one Microsoft O365 environment to another 
3. Designed Connexa's comprehensive data taxonomy leading to improved organization & categorization of data. 
4. Develop SharePoint pages enhancing collaboration & information sharing.
5. Led the discovery of crucial data artefacts required to the development of the tower management platform & digital twin.
6. Co-created professional branding templates: email signatures, documents, presentations, & Teams backgrounds, to elevate the company's image & enhance consistency across all platforms.
7. Contributed to the creation of website requirements, including defining and documenting effective conversion funnels.

Asset Manager

InTouch Talent Agency

Talent

Hobbit Digital

* Responsible for defining Hobbit Digital's growth strategy: from ideation (market research, value proposition, preparing business plans and pitch decks) to Lead Generation, client requirement (discovery, progress updates), team calibration, help execute growth plans, and further optimizing our funnel to meet revenue targets.
* Included in Digital Boost’s national campaign to create digital fluency for small businesses in New Zealand.
* Led market research and financial modeling for Artwork City (art market platform), & Shyftrs game (2D Metroidvania).
* Produced social media strategy for RU4NS, FritziPlace, & Shyftrs that achieved 900% post engagements
* Directed YouTube plans for ‘Cooking Mommy Francie’ and ‘Joey Macaraig’ that increased subscribers 500% in 30days.

Co-Founder/ Director of Growth

Spark Towerco

Deliver cost effective management of Towerco's passive network infrastructure assets. Ensure portfolio risks are being actively managed and controlled and issues are addressed and resolved in a timely and systematic manner. Act as a guardian of the assets and subject matter expert to internal and external stakeholders, supporting Spark TowerCo, "TowerCo", in the delivery of the passive network infrastructure asset operation, maintenance, and capital investment activities.

Vector Limited

* Updated the Business Continuity Policy to align with ISO 22301, and 22313. 
* Regroup the Crisis Management Team and align with New Zealand's CIMS to have a more robust, and resilient response during a crisis. 
• Created Resilience maturity criteria based on EEA (Electricity Engineers’ Association) Resilience Guide 2020 with the goal of developing and embedding Operational Resilience across the Group.
• Worked with our stakeholders in providing timely updates to Auckland Emergency Management/ Lifelines Council during Cyclone Dovi, and updates about our COVID response.
• Created a BCP template based on ISO 22301 standards and incorporate best-practice standards across the Vector Group.
* Created various SharePoint sites to promote the brand and team collaboration, some examples: Risk & Resilience; Health, Safety, & Environment Reps; and Diversity, Equity, and Inclusion. 
* Created a site map for Risk & Resilience site hub to ensure intuitive user experience is in order.
* Created a document suite for all Risk & Resilience documentation that helped us achieve a timely update of all key documents such as Business Continuity Plans, Emergency Response Plans, and Incident Management Plans for all Vector Business Units across AU and NZ. 
* Co-created a Resilience Programme of Work after onboarding consultants Resilient Organisations.
* Drove various automation and optimisation efforts using Microsoft O365 suite. 
* Fortunate to have been included to Vector's Sustainability campaign video: https://www.vector.co.nz/about-us/sustainability

Senior Resilience and Business Continuity Partner

Wicked Art Studios

* Created the Discord channel: https://discord.com/invite/adxmPt5GzE. 
* Responsible for market research of other Metroidvania games, and created a strategy on the Shyftrs' value proposition. 
* Created a social media plan (Twitter/ FB/ YT/ Discord) that both helped grow the Shyftrs community, and enrich the UX/ UI of the game.

Growth Partner

Spark New Zealand

* Recognised for developing a robust Service Operations team (15 engineers) responsible for mobile, DMR, and IoT by upskilling engineers to understand service impact of network alarms/ KPIs, troubleshooting customer complaints, performing consistent network audits, & DevOps (dashboard/BI development).
* Consistent eNPS (Employee Net Promoter Score) of 100% since 2019 by championing employee engagement such as daily stand-ups, periodic staff one-on-ones, and fostering team collaboration across various stakeholders.
* Developed Spark’s mobile Radio Access Network site priority list that helps both Operations teams in prioritizing sites during a major outage and contributes to decision making of Asset Managers/ Build teams on areas/ tools to invest in.
* As a Health & Safety Wellbeing (HSW) Ambassador/ Representative, point of contact for staff and field techs to raise their health, safety, & wellbeing issues; and worked in consultation with Spark Leadership to resolve issues. Also contributed to writing Health and Safety Wellbeing Gold Standard which in Dec 2018, which IMPAC report found culture maturity in H&S. Participate in various audits including the most recent (June 2021) H&S audit by ACC, during which Spark retained its Tertiary status and remained accredited in the same programme for 12months.
* Product Owner for LoRaWAN operations onboarding which we saved NZ $800k/annum of OPEX.
* Mentored 18 engineers who are now on the next stage of their careers (RF Engineers, Project Managers, Network Designers, and Team leaders).
* Track record of leading E2E ideation, discovery, prototyping, solution design and iteration of product: Voice of Customer; mobile sites’ power efficiency; best outage window; IoT dashboards; & Customer Outage notification.
• Prevented service impact from planned outages by designing and coordinating dashboard creation of planned work by energy companies, & engineering asset mgt. teams which sites need extra power reserve.
* SharePoint Admin

Mobile Network Operations Lead

* Monitor mobile network traffic and performance while maintaining high levels of customer satisfaction by providing services fully compliant with SLA.
* Lead the technical end-to-end resolution of network events and outages.
* Perform system administration or daily tasks.
* Production of management and operational reports.
* Oversee operational change management and assess potential impact to services.
* Produce network performance reports, troubleshooting results and routine maintenance of network elements for tracking purposes, and learning opportunities.
* Provide analysis and definition of improvement opportunities for the delivery to service performance targets for SME area. 
* Ensure only authorized sub-contractors, external companies, field services, technical support and/or other parties have access to the network components. 
* Provide 24x7 monitoring & surveillance, event & incident management along with initial analysis and diagnosis of reported issues for Telecom cellular and IP data network services.
* SharePoint administrator: responsible for giving permission to SharePoint site; keeping knowledge base up to date; Team calendar; and overall administrator duties.

Network Operations Center Engineer

• 2nd level of Technical Support for ISDN/PSTN and Mobile faults to Wholesale, Gen-I, Retail and Chorus; also manage key relationships with other business units.
•Taking ownership from cradle to the grave of cases; proactively managing outages and customer impact to both internal stakeholders and external supplier to achieve quick and timely resolution. Manage Telecom Service Incidents (TSI) and Special Events Management.
•Create SOPs and how to guides to improve current business procedures and to have a framework that highlights End to End process.
•Capable of resolving 90-95% of cases assigned, otherwise, have the authority to dispatch to field force staff when necessary.
• Pick up extra- curricular project tasks to represent our Business Unit. Currently, the Re-Engineering Assure SME.

Achievements/ Engagements:
• Got Being Your Best (BYB) Awards for the following:
1.Creating Assure Shift Handover Process—to ensure proper handover which captures quality output in prioritising outages, planned work, escalations, and queues;
2.Reviving the Fulfil, Assure, Broadband (FAB) FUN team and running recreational events across the teams;
3.Part of Windows 7 Testing Group responsible for identifying key applications across Assure, and liaising it to the wider Project Groups to fix; AND
4.Responsible for creating the Cross-Skill process of Managed Data team to Managed Voice and Mobile skill.
5.Being the Assure SME for Re-Engineering/R1/ Prepaid Project successfully completing deliverables: SOPs, Training, & UAT.
•Stakeholder Management and Managing Relationships: Fortnightly meetings/ catch-up with: CTS SWAT Mobile team, and Alcatel-Lucent to ensure calibration.
•Completed Projects/ Engagements: International Roaming Hi-Care; Keepass Password Management Training; Windows 7; and IPN Starhome Steering tool Testing
•Current Projects/ Engagements: Assure Online; Re-Engineering Assure SME; Mobile Service Excellence; and Assure Cross-Skill Trainer.
•Telecom Foundation Ambassador.

Technical Specialist, Voice and Mobile Networks

Duties:
•Troubleshoot customer’s broadband, domain name, email and TiVo issues
•Tier 2 Support for Telecom Business Hub (domains, mx records, web hosting, share point).
• Involved in Siebel CRM Archiving/ Purging Project.

Achievements/ Metrics:
•Post Call Survey average at 4.8 out of 5 (March 2012), 5/5 (June and September 2012), and Customer compliments
•Been a mentor for recently inducted broadband helpdesk representatives

Broadband Helpdesk Specialist

Dogma Game Studios

Co-Founder/ Community Manager

McDonald's Corporation

Duties:
•Management: Manage a staff of 4-20 people every shift and ensure Quality, Service and Cleanliness 
•Sets up shift objectives and follows up to make sure those goals are achieved during and after the shift.
•Financial/ Planning: In charge of Scheduling, Ordering, Inventory/Stock Take, Stock Control and Gross Profit of the Restaurant
•Communications: Also in charge of updating communication board (internal memo, head office memo)

Achievements:
•Perfect mystery shops on my shifts—February, May and July 2010; February and March 2011
•Record Breaking Manager for the period 2-8 of August 2010
•“AAA” in Quality, Service and Cleanliness in our Full Operations Review—April 9-10, 2011

Skills gained:
•Resolving customer complaint/s
•Shift management—to be a good leader, reliable, persuasiveness
•Training, coaching and motivate team members

2nd Assistant and Gross Profit Manager

Help people breakthrough 🚀 using CBD (coaching, business & digital strategies).

Founding Member/ Growth Partner of:
🌐 www.hobbitdigital.com - grow your brand thru digital marketing. 

🖼 www.artworkcity.com- an online art sales platform with a twist

🎮 @wickedartstudios - developing a 2D stylised action-adventure, Metroidvania hack n' slash game called Shyftrs

🚚 www.fritziplace.com - Nordic/ Scandi interior design marketplace

📺 YT channel (Branching.Works):  https://bit.ly/3yMtbvm

Talks about:
🔸️ Mental health/wellbeing 
🔸️ Future of mobile (5G, IoT)
🔸️ Life coaching/NLP
🔸️ Branding/Design
🔸️ Business, and entrepreneurship
🔸️ Fitness, Fasting, Coffee☕

⬇️ Let's connect! ⬇️
📧 raven@hobbitdigital.com

Church worker (Psalmo Koro bass singer, cleaner, and florist); and Spark Foundation Ambassador since 2011.

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