Experience

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  Dimension data

  Jan 2002 - Nov 2007

  Customer support engineer

  During my employment period with Dimension Data, i experienced a range of managed service environments and the support/technologies/processes across various industries.Experiences gained:Incident & Problem management & reportingVarious customer environments requiring high levels of communication & support within set SLA's.Continuously seeking service and customer experience improvementsSupporting Call Centre infrastructure Genesys Call routing/Nice recording/Avaya PABX supportWindows Desktop/Server hardware/softwareMS Active DirectoryVendor escalation and management of issues Show less

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  Fisher & paykel healthcare

  Aug 2008 - Apr 2012

  Leading a team in the IT Operations department, supporting the delivery of frontline ICT services supporting our local/global users and infrastructure. Supporting the delivery and operation of the organisations ICT resources provided for it's large user base.Incident ManagementCustomer SatisfactionVendor supportMS Deployment/Active directory supportPABX supportEvaluate new hardware platformsAssess new software tools for use in organisation

  • ICT Operations - Helpdesk Lead

    Nov 2009 - Apr 2012

  • Support Technician

    Aug 2008 - Nov 2009
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  Huawei

  Apr 2012 - Sept 2013

  Network operations centre manager

  Network Operations Manager responsible for Incident\​Problem\​Change management, Service desk and Performance management within a Managed Services environment deploying ITIL and eTOM process fundamentals.

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  Samsung electronics

  Sept 2013 - Oct 2016

  Enterprise services manager

  Responsible for leading, development of the IT service operations aligned to global standards to our Enterprise customers. The role includes the management of technical engineers, partnering with service providers to support enterprise customers.

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  Datacom

  Mar 2017 - Jan 2021

  I have the pleasure of leading the delivery, performance and support of our SaaS and Private Cloud Customer Experience Platforms(CXP). My team of 20 perform implementations, customise and support the products based on varied customer requirements. Focusing on culture, customer and quality keeps us aligned across our AU, NZ, KL, UK customer base. A key focus of the role is people care, accurate implementations, highly available services and rapid responses/resolution. Manage On Premise and Cloud platforms, teams across 4 locations. Lead vendor relationships related to platforms, SLA achievement and uplifting support capabilities along with transitioning new customer for support. I keep the team focusing on the right things and clear their paths to be succesdfull

  • Manager - Technology Services

    Nov 2017 - Jan 2021

  • Support Manager

    Mar 2017 - Oct 2017
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  Plexure

  Feb 2021 - now

  Head of customer support

  Develop, lead and execute our Global customer support strategy, aligned to our engineering ways of work bringing us closer to achieving better business and customer outcomes. This involved scale based on aggressive growth in our SaaS platform, agile tools /ways of work, global remote team leadership, devops and continuous improvement.