Willem Kooke

Experience

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  Sturt Printing Press

  Jan 1988 - Jul 1998

  Family Business

  All aspects of pre-press, press and post-press production.This period established my love of the Printing and Graphic Arts industry. My formative years of learning through the immersive experience of growing up contributing to our family business. My father role modelled a passionate work ethic that came with over 50 years of developing his own mastery across the industry. He showed me that the “Craft” was built though practice and persistence. And that change was to be embraced, especially regarding disruptive technologies and rapid industry evolution. This began the exciting career journey for me.Responsibilities:• Print brokering & procurement• Graphic Design using Quark Express, Photoshop & Freehand• Desktop publishing on an Apple Macintosh computer output to Apple LaserWriter• Running Offset & Letterpress printing machinery• Preparation of photopolymer plates• Film capture using a Companica reprographic camera• Photographic darkroom skills including exposures, reductions, enlargements• Cold paste up of artwork including Bromide output from Compugraphic phototypesetters• Composition of hot metal type from a Lynotype typesetter in preparation for Letterpress printing• Bindery work including book binding, collating, folding and guillotining• Managing paper storage, and learning about paper characteristics and correct handling• Cleaning and maintenance of equipment Achievements:• Learnt all aspects of running a small traditional commercial printing business• Gained a holistic view of Pre-press, Press, Post Press and most importantly - Customer Service • Witnessed the evolution from hot metal Letterpress to Offset printing, Film to Desktop Publishing.• Supported the family business to survive for over 30 yearsCertifications:• Desktop Publishing using Quark Express• Desktop Publishing using Aldus Pagemaker• Creating Vector Artwork using Aldus FreeHand• Graphic Arts Reproduction Photography Show less

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  Replica Graphics: Pre-press

  Feb 1993 - Jul 1994

  Graphic Reproduction Apprenticeship
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  The Repro House: Pre-press

  Jul 1994 - May 1996

  Graphic Reproduction Apprenticeship

  Film combining, drum scanning, pre-press & DTP on Apple Macs.Role:Graphic Pre - Press Trade House.Completed up to 3rd year apprentice in Graphic Reproduction Advanced experience in Pre-press Colour Production (note - last year of trade certificate was transferred to another workplace).Responsibilities:• High End Drum Scanning: (Dainippon Screen sg 608) Scanning, transparency preparation, sizing, & mounting.• Flatbed Scanning: (Apple, Agfa Arcus and AVR Scanners)• Colour Correction & Retouching: (Photoshop, Live Picture, Painter) Contouring, graphic manipulation & colour correction.• Desktop Publishing: (Macintosh) Quark Express, Freehand & PageMaker. Typesetting, logo & map creation, impositions, design & layout• Bureau Runnouts: (Imagesetters via a Novell network)• Reprographics: Camera / Darkroom techniques• Film combining: film stripping, imposing, contouring & deep etching.• Platemaking: (Offset & Letterpress)• Proofing: (Fuji & Chromalin chemical proofing) Dye sub, dylux and poster proofs.• Reception & Clerical Duties• Maintenance & Stocktaking: Darkroom, combining, plate making, proofing & computing equipment. Show less

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  Image Graphic Designs: Business Owner

  Apr 1996 - Jan 1998

  Printing & Graphic Arts Specialist

  Customer service, sales, design, and print procurement.

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  MAC & PC Bureau: Pre-press

  Jun 1996 - Jul 1998

  Production Supervisor / Pre-Press

  Production, scanning, retouching, film, plate making, and proofing output.Role:Pre - Press Service Bureau.Completed Apprenticeship in Graphic Reproduction.Advanced experience in Pre-press Colour Production & Bureau servicesResponsibilities:• High End Drum Scanning (Crossfield magnascan)Scanning, colour correction, transparency preparation, sizing, mounting etc.• High End CCD Scanning (Agfa Selectscan plus)• Flatbed Scanning (Apple, Agfa Horizon, Microtek)• Colour Correction / Retouching (Photoshop, Agfa / Crosfield colour correction software)Expert use of Photoshop for colour and involved Graphic manipulation.• Desktop Publishing (Macintosh and IBM)Quark Express, Freehand, PageMaker, Corel and othersTypesetting, logo / map creation, impositions, design and layout for a diverse range of publications• Bureau runnouts Mac and Pc (To 6 Imagesetters, Xerox DC4040, Tekjet poster, Dye sublimation and Laser printers via a Novell network)Quark, Freehand, Illustrator, PageMaker, Corel and the Microsoft suite.Many other software utilities, programs etc. in everyday bureau use.• Film Combiningfilm stripping, imposing, cutting in corrections etc.• Proofing (Agfa chemical proofing)dye sub, dylux Xerox 4040 and wide format.• Short run Digital Printing operating the Scitex CX3000 and the Fuji Xerox DC4040 printing system in a production environment.• Reception. Clerical DutiesServing customers, taking customer inquiries, quotes, complaints by phone or in person.• Sales / SupportRetail selling and information of the bureau services by phone, in person or on the road.Providing product support and technical information value adding our services to customers. Show less

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  FUJIFILM Business Innovation Australia

  Mar 1999 - Feb 2001

  Colour Systems Analyst - Fuji Xerox Australia

  Graphic arts sales support specialist to 12 direct account managers.Role:Contributed to the achievement of the colour sales targets by supporting the Colour Specialists in recommending and demonstrating Xerox colour solutions. This included connectivity (RIPs, networking), colour management, digital printing workflows, and consulting on all aspects of printing & graphic arts industry. Responsibilities:• Pre-Sales Support• Provided technical sales support to a twelve strong sales force • Product expertise on all Fuji Xerox Colour printing products• Developed applications to increase prospects across all vertical markets• Established leads due to active involvement with the Graphic Arts Industry bodies• Mangement of customer demonstration showroom• Conducted demonstrations to customers on all aspects of the colour market• Tested customers key applications and provided relevant demonstration files• Conducted sales calls to validate and implement the correct solution for customer satisfaction• Mangement of Business Validation and Customer Expectation process• Delivered C level presentations to aid in the sales process• Maintained product knowledge for both Xerox and industry related Hardware & Software • Built marking collaterals such as mailers , posters etc. for trade shows and direct mail campaigns• Installation & Training• Responsible for all colour installations as outlined in the Faultless installation documentation.• Conducted product training on all colour printing solutions and their corresponding RIPS.• Post Sales Support• Provided first line technical support for the Acolor and DocuColor engines & Digital front ends• Provided technical support for Post Sales Analysts and customers through escalations from the National Customer Care Centre.• On site testing & problem solving to rectify customer issues in a timely and professional manner • Replicate & document issues to Escalate throughout the relevant support channels Show less

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  FUJIFILM Business Innovation Australia

  Jun 2001 - Jan 2013

  KEY ACHIEVEMENTS• Designed and developed online educational programs for both external and internal customers, enhancing learning accessibility.• Published high-quality online training materials, ensuring seamless access for employees and customers.• Strengthened customer and employee competencies through targeted training programs, improving overall performance.• Designed and delivered operational, technical, and real-world customer training courses, ensuring practical, hands-on learning experiences.• Ensured optimal development and delivery of training programs, maintaining high standards and measurable outcomes. Show less KEY ACHIEVEMENTS• Led the delivery, assessment, and development of production colour customer training at a national level, ensuring high-quality learning outcomes.• Managed the national customer training team and engineer technical training teams, fostering skill development and knowledge transfer.• Ensured national L&D facilitators and customer trainers maintained up-to-date skills, product knowledge, and quality standards.• Delivered the Fuji Xerox New to Production Sales Training program across 14 APAC countries, enhancing sales team performance.• Oversaw all aspects of the two-week sales training program, including resources, logistics, SPIN selling techniques, product training, and sales demonstration competitions, driving improved sales effectiveness. Show less Presales consultant & post-sales technical onsite support. Role:Provided pre and post sales support to customers who purchased Fuji Xerox high end production printing solutions. Provided customised workflow, application and product training, both onsite and in the state based centralised training facilities.Also transitioned to a hybrid role as a National Customer Trainer in Sydney. The role entailed delivery and development of customer training courses to be rolled out in all states of Australia. Responsible for ensuring that Fuji Xerox Australia (FXA) field trainer skills and product knowledge were kept up to date. Assisted with the national and regional training support activities. Show less

  • Education Specialist / Instructional Designer ▪ Fuji Xerox Australia

    Jul 2010 - Jan 2013

  • Education Services Team Leader ▪ Fuji Xerox Australia

    Feb 2007 - Jul 2010

  • IGen Customer Trainer / Education Specialist - Fuji Xerox Australia

    Jan 2004 - Feb 2007

  • Production Analyst / Customer Trainer- Fuji Xerox Australia

    Jun 2001 - Jan 2004
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  FUJIFILM Business Innovation Asia Pacific

  Jan 2013 - now

  Leading a talented team of multilingual web and content specialists, located across the Asia Pacific region. Providing online support options to educate, as well as solve customers’ problems. Managing the Online Support Centre (OSC) Websites, Content, Customer Support YouTube Channels, and associated ICT infrastructure globally.https://support-fb.fujifilm.com/KEY ACHIEVEMENTS• Developed and managed the eSupport strategy for global customer support operations (outside Japan), significantly enhancing digital support capabilities.• Scaled the Online Support Centre from 14 APAC countries to 60 global markets, supporting 5.4 million customer visits annually while exceeding industry benchmarks and achieving Service Capability & Performance Certification.• Provided localised online support resources in 27 languages, ensuring accessibility and consistency across diverse markets.• Introduced LiveChat and AI Chat solutions, streamlining remote customer assistance and improving engagement.• Integrated AI-driven Knowledge Management solutions, including an Agent AI Co-Pilot, to enhance efficiency, reduce resolution times, and optimise customer interactions.• Consistently met budgets and SLAs, achieved 99% uptime of the support & drivers websites, and aligned self-help resources with product launch schedules, driving seamless customer support experiences. Show less Driving excellence by leading a multilingual team of content creators across the Asia Pacific, delivering self-help eLearning capabilities as a premium regional shared service. KEY ACHIEVEMENTS• Developed and implemented an eSupport strategy tailored to country-specific programs across 14 APAC countries, ensuring consistency and local relevance.• Managed resources to meet SLAs, language requirements, and product launch schedules, ensuring seamless execution of support initiatives.• Led a team of technical experts and content creators, providing coaching in eLearning and multimedia production to enhance training capabilities.• Developed, translated (into 7 languages), and published online learning content across support websites and YouTube, increasing accessibility and engagement.• Established an internal eLearning function and launched an online support YouTube channel, training content creators and setting up a dedicated studio for video and photography production.• Integrated online learning into country-specific training processes, improving the quality of customer education while significantly reducing onsite training costs. Show less Led the creation, validation, and deployment of online customer training (eLearning) across the Asia Pacific region.KEY ACHIEVEMENTS• Worked closely with training management and subject matter experts worldwide to develop high-quality, engaging course content.• Designed comprehensive course materials, incorporating graphics, audio, and video to enhance learning experiences.• Created engaging, scenario-based multimedia content, ensuring relevance and effective knowledge retention.• Managed the translation and adaptation of eLearning content into multiple languages, ensuring accessibility across diverse markets.• Conducted rigorous testing and validation of content before release, maintaining high standards and seamless user experience. Show less

  • Online Support & eLearning Manager ▪ FUJIFILM Business Innovation Asia Pacific

    Aug 2019 - now

  • eLearning Program Manager ▪ Fuji Xerox Asia Pacific

    Oct 2016 - Aug 2019

  • Instructional Design & eLearning Specialist ▪ Fuji Xerox Asia Pacific

    Jan 2013 - Oct 2016