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An experienced professional in the IT & Communications industry with over 16 years experience  in operations and service assurance for a wide range of customers in the banking, entertainment, commercial, emergency services, government and non for profit sectors.    

Using authentic leadership capabilities, well defined goals and a positive work ethic I am able to drive highly successful teams through difficult change while delivering results that delight the customer base and meet defined service levels.  

Always looking to raise the bar I thrive on strategic discussions that will take the team and the individuals within, to the next level.  I set high standards of performance and pursue challenging goals while always focusing on exceptional customer service. 

STRENGTHS

Leadership

  • Dynamic leader, with 15 years experience in direct and indirect people management.
  • Able to bring positive energy and enthusiasm to motivate team members to achieve potential and meet objectives.
  • Foster a culture that values ongoing improvements. 
  • A highly organised manager and coach; able to quickly assess needs and provide tools to resolve difficulties, enhance learning and ultimately improve performance and staff satisfaction.

CUSTOMER FOCUS

  • More than 8 years experience delivering end to end Radio solutions to Victoria's Police, Fire, Ambulance and SES services and commercial customers nationwide.
  • Developed strong, trusting customer relationships within the Emergency Services sector.
  • Work tirelessly to resolve major incidents in the complex emergency services environment ensuring a satisfactory outcome for the customer within agreed Service Levels.
  • Numerous customer Thanks for my ability to deliver solutions to meet customer’s unique needs in a timely manner.   

Best Practice - ITIL V3 & ISO9001

  • Proven understanding of Telstra's Operational business, particually the Managed Radio space as well as the Emergency Services sector.  
  • Ability to make the complex simple and therby drive high levels of performance and customer satisfaction in times of immense pressure.  
  • Proven implementation of streamlined processes and procedures in Service Desk and Billing environments using ITIL and ISO9001 Quality Standards.

Incident & Service MANAGEMENT 

  • 16 years experience with ITIL Incident and Service Management.
  • Demonstrated ability to succinctly brief  all levels of management within Telstra as well as the Victorian Government's Emergency Services Commissioner.
  • Strong knowledge and working relationships with Telstra's Engineering, Product, Sales, Project, Network Construction and Service Delivery business which drive successful outcomes for the business and the customer. 

Career History

2014Present

Service Delivery Manager -  Managed Radio

TELSTRA

Key Responsibilities

  • Manage the end to end Delivery of Victoria's Police, Fire, Ambulance and SES Critical Radio Communications.
  • Chair the Managed Radio Governance meetings with the customers as well as sitting on the State's Steering Committee and the State Emergency Response Planning Sub Committee.  
  • Working with Emergency Management Victoria and the agencies to deliver the next generation of Radio Services for the State, who are seeking to move to a  P25 digital, encrypted system. 

Key Achievements

  • Successfully designed, developed and implemented a new billing system for Telstra's Radio customers worth $60 million pa.
  • Worked with Revenue Assurance, KPMG and Telstra legal to audit all customers on the network and then put contract variations in place where needed to reduce risks of revenue loss and customer dissatisfaction.
20122014

Customer Business Manager - Fleetcoms

Telstra

Key Responsibilities

  • Manage the end to end service delivery of the Fleetcoms Radio Network, generating $7 million pa in Revenue.
  • Responsible for the monthly billing, invoicing, dealer management, customer enquiries, sales and payment of dealer commissions.
  • Streamline processes, minimize revenue loss, increase customer satisfaction, grow sales/revenue and run a project to move off the end of life billing system.

Key Achievements

  • Successfully campaigned among various areas of Telstra including senior leadership teams within Finance and Product; to win support for the replacement billing system project. This project commenced Jan 2014 after many years of upgrades were attempted before my time.
  • Improved standard MAC processes to remove customer delays and human errors.
  • Fully documented all tasks; removing dangerous single points of failure in the business and aligning to industry Best Practice.
20102012

REMS Service Desk Team Manager

TELSTRA

Key Responsibilities

  • Recruited and managed a team of Technical Specialists working in a demanding 24x7 shift environment.
  • Deliver Level 1 & 2 support for 20+ services including Emergency Alert and the Victorian Governments critical Radio communications network.
  • Drive compliance to meet extremely tight SLA’s for Emergency Services customers.
  • Drive improvements in customer satisfaction and team member performance using various Telstra coaching mythologies such as GROW.
  • Drive compliance to ITIL concepts and ISO9001 quality standards.

Key Achievements

  • Hired new employees, took on support of 20 new products and began 24x7 operations within the first few months of beginning this role.
  • Worked closely with Key emergency service organizations to deliver exceptional service during times of disaster.
20082010

Change Manager - Account Lead - Banking, Commercial, Entertainment and Emergency Services

TELSTRA

  • Enhanced the Change Management team by creating a Service Catalogue and Operational Level Agreements within Telstra to align with Customers Service Level Agreements.
  • Vastly improving governance of customer changes in both their managed & Telstra core environments using ITIL principles.  
  • Drove productivity improvements for the team resulting in multiple staff redundancies.
  • Leadership Responsibilities : 2IC for the Network Manager.
20062008

Oracle Database Administrator

TELSTRA

  • 24*7 technical database support to Telstra’s internal & external customers.
  • Liaise with customers and create Change Requests for Planned and Unplanned work on the Database environments.
  • Level 1, 2 & 3 technical support.
  • Leadership Responsibilities : 2IC for the Network Manager.
20042006

Lotus Domino Administrator

TELSTRA

  • Oversee Telstra's Lotus Domino platform hosting 85+ customer web sites 24x7. 
  • Designed, built and documented platform upgrades.
  • Level 1, 2 & 3 technical support.
  • Leadership Responsibilities : 2IC for the Network Manager.
20012004

Lotus Notes Administrator

THE SALVATION ARMY

  • Level 1, 2 & 3 technical support for 2500 Lotus Notes users.
  • Improved processes to align with ITIL principles. 
  • Planed, designed and implemented the upgrade of the National R5 Lotus Notes network to R6 which involved months of travel around Australia.
  • Leadership Responsibilities : 2IC for the Team Manager.
19992001

Service Desk Operator

THE SALVATION ARMY

  • Level 1 & 2 technical IT support for 4000+ IT users within the Southern Territory of Australia.
19981999

Help Deks Operator

HEWLETT PACKARD

  • Help Desk duties for 12 major HP clients.
  • 2x12 hr shifts each weekend.

Education, Certificates and Certifications

2016

Bachelor of Emergency Management

My next challange
19982002

Bachelor of Information Systems

SWINBURNE UNIVERSITY OF TECHNOLOGY HAWTHORN

Awards for Excellence in IT, Organisational Management & Cultural Diversity.  

2012

Leadership Training 

TELSTRA
  • Frontline leadership for managing successful teams.
  • Selected among Telstra's High Performing Leaders to attend the international Leadership conference in 2014 and 2016.
2010

APCOA / Radio Comms Connect

  • Regularly attend the Association of Public‐Safety Communications Officials Australasia (APCOA) and Radio Comms Connect conferences with my Emergency Services and Commercial customers.
2009

ITIL Service Management Framework V3

 Foundation Certificate.
2009

ISO9001 Quality Accreditation

ISO9001 Accreditation received and maintained for 2 teams in Telstra.
2007

Problem Solving and Decision Making Training

KEEPLER TREAGOE
2003

Lotus Notes Administration Certification

IBM

Lotus Notes V5 Administration Certification Achieved.

Hobbies & VOLUNTEERING

Learning, Holidays, Reading, Painting, Gardening & Cooking

Red Cross & the local Primary School

References

Available upon request