Rob Nurick

Experience

• 

  Clinical Computers

  Apr 1995 - Apr 1998

  Support Analyst

  Technical and functional phone support, face to face training and site installation for Medical Specialist Practice/Hospital Management software

• 

  PwC Australia

  Jan 1999 - Sept 1999

  IT Support Analyst

  1st/2nd Tier IT Helpdesk Support

• 

  McKinsey & Company

  Sept 1999 - Jan 2001

  Desktop Support Specialist

  Face to face and helpdesk support for desktop, networking and external events

• 

  McKinsey and Company

  Jan 2002 - Jan 2007

  Quality implementationWorkforce planningProcess improvementGlobal ITSM Tool ImplemenationRecruiting Daily staff supervision and coachingWork assignmentProcess improvementChange ManagementAccount Management Part of the Australian team building out a centralised frontline support function.Responsible for process review, information update, awareness building and technical support

  • IT Operations Manager

    Jan 2005 - Jan 2007

  • Global Helpdesk Day Manager

    Jan 2004 - Jan 2005

  • Global Helpdesk Specialist

    Jan 2002 - Jan 2004
• 

  McKinsey & Company

  Jan 2008 - Jan 2013

  IT Service Delivery Manager - Asia Pacific

  P&L Responsibility for Sydney Helpdesk HubBuild out of Philippines offshore IT Support HubRecruitmentProcess globalisation and designAsia service buildout and relationship managementCRM Portal buildoutDigitization of support tools

• 

  McKinsey & Company

  Jan 2014 - now

  Directing our 80 strong Survey Solutions team distributed across India, Czech Republic, USA and Costa Rica in providing advisory, development, and analysis solutions to McKinsey Consulting teams. Successfully achieved the mandate of forging a coherent global team, uplifting operational quality, and significantly transforming the Customer Experience. Currently executing a broad strategy to implement Agile Operations, Content Advisory, Advanced Analytics and Automation in a high performing 24x5 environment of employee growth and empowerment.Additionally acting as Product Manager for ConfirmIT, Qualtrics and other platforms within the survey and application space to deliver a suite of desktop and mobile solutions . Show less

  • Manager, Survey Solutions

    Oct 2017 - now

  • Global IT Customer Experience Manager

    Jan 2015 - Oct 2017

  • Global IT Customer Care Manager

    Jan 2014 - Jan 2015