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Work Background
TelstraProduct Manager
Oct. 2022 - Jul. 2024Melbourne, Victoria, AustraliaAn amazing experience developing Enterprise and SMB Managed Service products!
TelstraService Delivery Manager
Jun. 2009 - Oct. 2022Perth and Melbourne, AustraliaHolistically managed the delivery and support of large-scale businesses' Telstra IT solutions for ITIL and contractual compliance. Notable achievements include; ● Consistently attaining 'promoter' outcomes in independently conducted customer satisfaction surveys ● Developing, testing and launching service processes ● Growing the Service revenue and model across my portfolio ● Reviewing and relaunching the Service learning curriculum ● Working in a team to define and launch what and how to share consistent Service knowledge ● Stakeholder for Service requirements in Salesforce CRM rollout ● Improved ITIL process compliance across managed service desks ● Maintaining C-level relationships
Telstra Business SystemsNetwork Manager
Oct. 2007 - Jun. 2009Perth, Western Australia, AustraliaStrategically managed customers' private voice equipment and large-scale networks across Australia and Papua New Guinea. Among other achievements; ● Vendor selection and management ● Improved stability and resilience of solutions ● Prepared customers who were migrating to self-managed solutions ● Designed and deployed IP Telephony solution across numerous, remote locations ● Reduced OPEX costs via continuous capacity management (both trunking and systems themselves) ● Engaged to consult on major voice solution refresh project for global mining leader across head office and major, remote operations
DamovoSenior MAC Agent
Mar. 2004 - Oct. 2007Responsible for day-to-day operations of a small team dedicated to Adds, Moves and Changes relating to business telephony systems across a number of platforms from NEC, Fujitsu, Nortel and Ericsson. Professionally developed team members and expanded the scope of the team while exceeding revenue targets (nearly double, each year).
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