Key Achievements:
Coordinated the global training program design and implementation for the migration to ServiceNow for NewsCorp including 1500 users. Delivered training materials and classes on a global scale.
Implemented key improvements on the TAFE Queensland account as Operations Manager (Fujitsu) including reducing ticket volumes by ½ with key process improvements.
Reduced average resolution times on the TAFE Queensland account by 2/3 and improved SLA adherence with identification of process improvements and enforcing governance.
Developed a Disaster recovery Cyclone Plan for the TAFE Queensland account to ensure safe handling of customer equipment whilst maintaining staff safety across the Qld state.
Successful leadership of team of multi-disciplined staff across a wide variety of customer engagements to meet all Key Performance metrics consistently year on year. This team included contractors, subcontractors and direct employees.
Strategically exceeded on outcomes for the company projects and numerous client accounts.
Reputation for development and adherence to quality processes and delivery of consistently high standards of delivery through the use of a repository of documented and clear processes that could be relied upon to deliver quality service which passed audit annually. My process portal was audited bi-annually and passed everyone. It was widely acknowledged in the account as the best and most up to date, concise documents available.
Developed a solution to contractor training for Unisys and implemented a training program for on boarding new starters and developing existing staff via Asia Pacific level Project which resulted in a global award. This problem has existed for decades and no other solution has ever been found.
Prompt resolution and attention to customer escalations or complaints with fast turnaround time and response to the customer and all parties as well as providing root cause analysis and plan for rectification for all customers. This resulted in reduced customer complaints.
Staff management including conflict resolution, on boarding, transfers, recruitment and day to day management. My team were widely considered the most cohesive and supportive team in Field Services with the most positive and professional attitude.
Major Project Delivered across Asia Pacific delivering improvements to the Field Services Brand in Unisys across 11 countries. Managed Project stakeholder communication and staff across the region. Received an award from the Asia Pacific Manager for delivery.
Large number of projects delivered including setting up new contracts and services and exiting contracts within the Unisys Field Services region including: McDonalds, Qld TAFE, Lenovo, Dell, Dept. Immigration and Border Patrol, ANZ and Next Byte.
Delivered new process for electronic records for Qld Field team for parts receipts. Process saved Unisys considerable time and money in lost parts and missed key account metrics. In addition, the team were relieved and adopted the process readily having acknowledge the improved support the solution provided them.
Developed new learning pathways for Field Services Team leaders moving into Management. This results in better prepared new managers with appropriate training and support along with mentors.
Developed new Field Services induction program for Field Team across Asia Pacific. Program was piloted in Australia and then migrated to Asia Pacific and then Global.
TAFE Queensland Brisbane IT Coordinator role managing TAFE staff and all the Southbank Campus IT delivery for the client while working for Unisys. I received an award for this as per below.
Field Services sole IT support for distance education division of Qld TAFE, then located at West End. I supported this location on my own for 5 years in addition to then moving into a mobile support role supporting all of Brisbane in a mobile capacity.
IT Coordinator for Queensland TAFE Distance Education Unit at the request of the then It Manager who identified me as a resource with the core skills and leadership to handle the client environment. I received an award for this work.
My integrity and professionalism have been cited as an example of how a leader can approach a workplace successfully and achieve fantastic results.