Key Strengths:
Experience delivering at a State level for whole account compliance
10 years Operational Service Delivery Management experience
Strong understanding of Warranty services of multiple vendors including Dell, Lenovo, Apple
Managed up to 60 Staff and 4 teams at any one time
Managed Team Leaders
Managed Service level adherence and Key Performance indicators
Managed Projects for account on boarding and delivery for all new accounts
Process Development and Quality adherence of all process for Field delivery.
Strong Technical background in Field Services and Service Desk.
Extensive experience in dealing with Multi discipline outsourcing teams in an ITIL structure
Proven problem solving and Strong business acumen
Strong communication and negotiation skills with customers
10 years subcontractor and vendor management experience
10 Years managing staff training and development
5 years vehicle fleet management
Maintained technical knowledge of desktop support and hardware environments
Source of strength, fairness, durability and compassion when dealing with any situation
Always delivers a very high standard of service for clients internal and external
Ethical standards above reproach, Outstanding example of modern leadership
Core skills
Staff development Strategic planning
Conflict resolution Expense management
Resource planning Training course development
Rostering Vendor management
Performance improvement plans Payment of third party accounts
Salary negations ISO 20001 trained
Event planning ITIL Trained
Leave management Chairing Meetings
Training plans Customer relationship management
Report development and data analysis Complaint investigation and resolution
Financial evaluation of monthly performance Problem investigation and resolution
Staff counselling, Performance management
Soft Skills
Team Oriented developed strong team centric culture and a team of dedicated, loyal and supportive staff.
Performance Improvement skills ensures my ability to manage my staff to improve their output, attitude and performance in their roles.
Results Driven attitude ensures that my personal goals, goals of my employer and my customer are achieved in a time frame that exceeds most expectations.
Exceptional focus and drive, which assist me to achieve organisational goals and business requirements.
Conflicts Management, negotiate, educate, co-ordinate, motivate and lead multi-disciplinary work teams across the organisation in the absence of direct line authority and work closely with key stakeholders to support business systems, and/or achieve project objectives.
Strategic planning and organisational/analytical skills and Project Management skills in the areas of Field Services delivery, on boarding, exiting, contract setup and adherence.
Visionary and Strategic Planner, focused on the delivery of solutions that meet both business and technical requirements.
Relationship Management Skills, which I use to create and maintain communications channels between customers, staff, team members and Suppliers.
Leadership capability that assists me in mentoring and leading teams to desired outcomes.
Strong problem-solving skills and a commitment to continuous improvement (my ability to achieve quality outcomes is reflected in my “how can we do this better?” approach.
Training and Development, I spent the past 10 years coordinating internationally to support the Asia Pacific training plan and budget for Field Services ensuring I am able to have a strong, well trained cross skilled team at all times.
Branch Manager, held the accountability for the branch in Brisbane including facilities, culture, events planning, budgets and state meetings.
Innovative thinking which helped me to implement inventive and new team models at the same time as saving millions of dollars and meeting delivery requirements in remote locations and across Queensland.
Technical experience:
Microsoft Windows 7, 8, 8.1 and 10
Internet Explorer, Google Chrome, Safari, Microsoft Edge, Mozilla Firefox
Google Suite inc Hangouts
Skype VOIP
Microsoft Office suite including Office 365. Word, Excel, Powerpoint, Outlook, Live mail, Gsuite
Active Directory, Symantec Backup Exec, Norton Ghost
Microsoft Sharepoint, Microsoft Sway, Microsoft Publisher, Microsoft Visio, Microsoft Project
Word Press, Click Funnels, Chatfuel, Active Campaign, Mail Chimp, dban.
Apple IOS Iphones, Ipads, Apple TV.
Dell, Lenovo, Apple, EMC desktops, laptops, UPS, Backups
Service Now, Service Centre, Helptrak, ITSM Remedy, SAP, Peoplesoft, Concur, Service Desk +, Radmin, Sofi
Patch panel cabling and management
Symantec Anti-virus/malware
Siebel software
Image creation and deployment
HP, Dell, Brother, Canon printers, MFD printers