Theosis Northam

Experience

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  3 Minute Angels

  Jan 2002 - Jan 2003

  Arch Angel
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  TTEC

  Feb 2004 - Aug 2005

  1st - 2nd level tech support - Bigpond ADSL

  - Assisting and training new starters in the 'rock-pool'.- Dealing with all aspects relating to configuring internet and email accounts for home users of all skill levels.- Call logging.

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  Unwired Australia

  Aug 2005 - Jul 2006

  1st & 2nd level support, retention team.

  - Assisting and training new helpdesk staff.- Customer call backs for escalated issues.- Offering new products, free or discount services for customer retention- Tech support for all internet related issues across multiple platforms - Call logging. - Dealing with customer complaints and resolving issues to completion.

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  Telstra

  Aug 2006 - Nov 2009

  Desktop Support 2nd - 3rd level - Qantas account

  - Troubleshooting and resolving desktop issues that first line technicians were unable to restore.- Liaising with project managers to resolve desktop issues as they occurred within the scope of upgrades and projects.- High level trouble shooting.- Training new staff. - Propagating improved troubleshooting methods to support staff with the view to decrease time to restore.- Backup Escalation manager.- Go to person for staff and managers.

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  Fujitsu

  Nov 2009 - Apr 2012

  Major Incident Manager - Multiple clients

  - Liaising with Service Delivery Managers, Client side representatives, and 3rd’parties, to insure information is available and that a restoration of service is completed as soon as possible.- Creating Incident reports.- Working within to scope of ITIL methodology.- Providing a single point of contact for multiple clients and stake holders to aid service restoration.- Running technical bridges and conference calls. - Explaining complex technical concepts and communicate them in simple understandable terms. Show less

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  Datacom

  Aug 2012 - Mar 2017

  Achievements - Most Valuable Incident Co-ordinator 2015- Deliver critical incident management in line with ITIL methodology for ATO (Australian Taxation Office).- Providing a single point of contact for multiple service providers, in order to restore service of high impact incidents.- Provide understandable technical updates to non-technical business delegates and service areas, via various communication methods.- Organise, host and record minutes or action plans for technical and business bridges (conference calls). Show less

  • Incident Operations Manager

    Dec 2016 - Mar 2017

  • Incident Manager - Australian Tax Office

    Aug 2012 - Mar 2017
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  First Data Corporation

  Oct 2017 - Mar 2020

  Incident Manager
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  Deutsche Bank

  Mar 2020 - Jun 2023

  As an incident manager I was responsible for proactively managing and drive Major incidents, including Risk incidents to a quick and successful resolution. Leading and manage conference calls through, diagnose and drive incident resolution.Confirms and maintains the full business impact related to Incidents.Undertakes all communications related to management of Incidents.Identifies and documents key risks/process issues or concerns observed during the management of the Incident for handover to Problem Management.Supporting the continuous Service Improvement Programs Show less

  • Operations Manager

    Aug 2020 - Jun 2023

  • Major Incident Manager

    Mar 2020 - Jun 2023