Jake Wheeler

Experience

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  Novotel & HICC

  Jan 2001 - Jan 2007

  Concierge Supervisor

  Achieving Management status within a short period, I achieved recognition throughout my six years at the Manly Pacific Sydney. With solid investment through training, I was seen as a key player not only in my department but a role model within the business.

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  InterContinental Hotels Group

  Jan 2007 - Jan 2008

  Lead Concierge

  As part of the Crowne Plaza Concierge Team, I provided extensive event and operational management in the 4 Star Premium Hotel for up to 300 guests.

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  Fantastic Holdings Limited

  Jan 2009 - Jan 2010

  Sales Representative

  At FHL, I was able to thrive within a fast-paced retail environment and be passionate about achieving positive outcomes for the customer. I constantly exceeded budget through sales and maintained relationships within my organisation. I was able to influence others and build rapport with key contacts at all times.

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  Campaigntrack

  Apr 2010 - Jan 2016

  As Account Manager I manage and support my clients to achieve and maintain their own business objectives of using CampaignTrack as a marketing platform and financial monitoring tool. I do this by providing an elite level of customer service and full account support. Meeting deadlines for marketing and design along with collaborting with clients and staff internally on marketing and special projects. Skills:- Establish, build and maintain strong relationships - Utilise and leverage existing tools, templates and system capabilities to deliver a higher level of customer service than our competitors- Build and maintain strong business relationships with suppliers and publications and internal stakeholders- Assist client uptake of new products through client relations- Monitor and report on client volume and activity- Training and evaluate client base's system education- Maintaining brand standards- System setup & Maintenance for all clients- Update client accounts with new system features, pricing and product information Show less As Project Leader I help oversee the planning, implementation and tracking of specific short ­term projects and training. The role is conducted in conjunction with, but not to the detriment of my existing Account Coordinator responsibilities.Skills:- Project Planning and Staff Training within the department.- Project Implementation to improve services and products.- Writing training documentation and training guides. - Using various programs to create a database of training and monitoring. Show less

  • Senior Account Manager

    Dec 2014 - Jan 2016

  • Project Leader

    Jun 2014 - Dec 2014

  • Campaign Co-Ordinator

    Apr 2010 - Jul 2014
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  Dell EMC

  Jan 2016 - Feb 2017

  Supporting clients in the Victorian Corporate Space. As an Account Manager my focus is two fold. Retention and development of key accounts and acquisition of new lines of business within my customer base. This role is challenging and rewarding with continuous learning opportunities. - Identify new business through Dell solutions (EUC, Cloud, Security, Enterprise, Back Up & End Point Data Protection etc.)- Formulate strategic territory plans with clear objectives & actions to grow business within my Victorian account set.- General account administration (Order Entry, Returns, Product Evaluations)- Own and manage pipeline through Salesforce.com application. - Build strong relationships with all business levels from IT helpdesk to key decision makers (IT Manager, CIO, CFO, CEO).- Present sales forecasts in weekly meetings with Dell management- Identify solutions which meet the needs of the customer.- Present customer demonstrations & new product presentations. Show less The Sales Support Analyst is responsible for addressing the operational needs of the ANZ sales force and the greater Dell Software’s business unit through sales, order management support and sales reporting. Order Management- Provide services to internal customers by performing a variety of tasks, including accurate, efficient, and timely processing of complex quotation requests- Process orders accordingly to departmental process and audit guidelines- Effectively engage and manage relationships with internal customers, partners and team members- Take ownership to define internal customers’ needs and exercise sound judgment to implement solutions- Meet quality, productivity, turnaround time, and other expectations Sales Tools and Processes - Maintain proficiency and relevance on all applicable tools, processes and products- Ensure data integrity in the systems to facilitate order processing and all other down-stream information- Be the subject matter expert in sales related tools and applications- Conduct new hire and refresher training for sales tools Show less

  • Account Manager

    Aug 2016 - Feb 2017

  • Sales Analyst

    Jan 2016 - Aug 2016
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  Microsoft

  Sept 2017 - Jan 2018

  Sales & Retail Education

  Demonstrating and showcasing Microsoft's product and software options across the Newcastle, Maitland & Hunter Area by engaging through retailers and training of staff.- Detailed discussions about Surface, Studio, Office and Windows platforms.- Demonstrating Windows Mixed Reality and device training.- Training of Store RSP's to help educate staff on the Microsoft Office packages.- Providing assistance with new features and applications of Windows 10 along with support of 8.1 and 7. Show less

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  Damstra Technology

  Jan 2018 - Jun 2019

  Project Manager/Product Owner

  As a Project Manager i am responsible for planning, overseeing and leading projects from ideation through to completion. Through Damstra's unique web-based Total Workforce Management System (TWMS), I deliver powerful solutions that radically transform the ease with which you manage, track and protect your entire workforce. As a Product Owner i am responsible for setting, prioritizing, and evaluating the work generated by a software Scrum team in order to ensure impeccable features and functionality of the product- Leading project planning sessions- Coordinating staff and internal resources- Managing project progress and adapt work as required and ensuring projects meet deadlines- Managing relationships with clients and stakeholders- Overseeing all incoming and outgoing project documentation- Designing risk mitigation plan Show less

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  Pinpoint I.T Australia Pty Limited

  Nov 2019 - Jan 2020

  Help Desk Manager/Project Manager

  Overseeing the timely delivery of quality technical support service to clients who have contracted technical support service. Supporting windows-based software systems and corresponding networking components and infrastructure. Providing technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines. Supervisory duties included determining personnel requirements, setting schedules and insuring that the team have clear direction with adequate resources to complete their jobs. - Manage the help desk team and evaluate performance- Ensure customer service is timely and accurate on a daily basis- Improving customer support by actively responding to queries and handling complaints- Establishing best practices through the entire technical support process- Develop daily, weekly and monthly reports on help desk team’s productivity to the CEO.- Provide customer feedback to the appropriate internal teams. Show less

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  Dynamic Business Technologies

  Jan 2020 - now

  As Operations Manager I oversee operational activities at every level of the organisation. Leading a team of 15 Engineers, I am responsible for supporting the organisation's ICT environment whilst providing management, technical support and guidance to users across multiple locations, platforms and existing and new emerging technologies .Duties:- Ensure efficient and effective IT operations daily- Manage all IT related infrastructure and service delivery processes- Identify required operational activities (e.g. monitoring, patching, incident response) and enhancement initiatives to ensure ongoing platform and data security- Collaborate with key business owners and technology managers to identify their IT infrastructure needs and develop a roadmap for their implementation.- Ensure proper implementation of management plans and policies in rendering services to clients- Escalation support to the Engineer department. - Assist the HR department in recruiting the right candidates for the team- Oversee and direct the activities of the service delivery team- Optimise the end-user service provisioning by pursuing ITIL best practices- Train team members on the most efficient and effective ways of carrying out their duties Show less As IT Service Delivery Manager at Dynamic Business Technology I oversee the provision of IT services to internal technology teams and external providers. In this role I am responsible for establishing processes and actions that ensure that our system is stable and secure, and that the delivery of IT services and problem solving is customer-centric, professional, and timely. I provide leadership and guidance to members within the team and strive to deliver first class service to the client base of Dynamic Business Technology.Duties:- Ensure efficient and effective IT operations daily- Manage all IT related infrastructure and service delivery processes- Ensure proper implementation of management plans and policies in rendering services to clients- Assemble the IT service delivery team- Help the human resources department in recruiting the right candidates for the team- Oversee and direct the activities of the service delivery team- Receive complaints and inquiries from customers and promptly work towards providing a solution to the problems- Train team members on the most efficient and effective ways of carrying out their duties- Organize meetings with the members of the service delivery team- Communicate with all parties involved in the service delivery process – team members, customers, and top management Show less Providing in depth technical assistance and first class support for incoming queries and issues related to computer systems, software, and hardware. Performing remote troubleshooting through diagnostic techniques and pertinent questions. Proactive, adaptable, collaborative Project Management skills in stakeholder management, vendor management and risk management. I enjoy forming and leading teams and managing projects diligently and with transparency to deliver the best possible project outcomes.Duties:- Installing and configuring hardware and software components to ensure usability.- Troubleshooting hardware and software issues.- First hand experience with Microsoft 365 & Intune, SharePoint, Azure and various 3rd party programs.- Establish and maintain processes to manage scope over the project lifecycle, setting project quality and performance standards, and assessing and managing risk within, and across, multiple projects.- Develop and maintain partnerships with outside resources—including third-party vendors and researchers.- Monitor and assign resources appropriately to streamline project efficiency and maximize deliverable outputs- Managing technical documentation. Show less

  • Operations Manager

    Jan 2023 - now

  • Service Delivery Manager

    May 2022 - Jan 2023

  • Service Desk Engineer/Project Management.

    Jan 2020 - May 2022