Associate
Prestige Real Estate
Total years of experience :17 years, 0 Months
Prestige Real Estate is an established, award winning provider of top-class residential, corporate and leisure developments in the U.A.E. It continues to pursue excellence in two precepts with which it has founded its philosophy: Personal & Exclusive.
Responsibilities:
• Foster Real Estate opportunities from all available resources, including Developers, Client contacts, colleagues and social media.
• Work with clients to obtain accurate property information, documents and agreements to streamline the marketing process and reach a wide audience via industry leading portals.
• Keep in constant contact with Clients and maintain accurate records in Propspace CRM to build customer confidence.
• Facilitate contract negotiations between all parties, agreeing on terms, addendums and budgets.
• Deliver outstanding and professional service, exceeding client expectations to achieve results.
• Encourage and participate in teambuilding activities at every available opportunity to create good working relationships and successful business ventures.
Achievements:
• Successfully completed a number of Rental and Sale transactions.
• Built a good network of Clients and Developers.
CSC leads clients on their digital transformation journey, providing innovative next-generation technology solutions and services that leverage deep industry expertise, global scale, technology independence and an extensive partner community.
Responsibilities:
• Provide on-site and off-site support for all technology-related needs of Senior Executives.
• Promptly and efficiently handle and resolve anything from basic queries to complex problems.
• Identify, evaluate, deploy and administer IT solutions.
• Familiarity with a variety of support services concepts, practices, and procedures.
• Perform level two troubleshooting and resolution. Rely on experience, judgment and analysis skills to resolve issues in a structured manner.
• Consult Executive customers on any IT needs and requirements.
• Serve as subject matter expert for some IT related projects where Senior Executives are impacted.
• Working alongside the Executive Team at the client’s site.
• Configure and deploy equipment such as iPads, iPhones, laptops, Surface Pro 2/3 to Executives.
Key Achievements:
• Closely collaborated with Woodside Executives, creating positive and rewarding working environment.
• Participated in Pilot and Implementation phases of multiple hardware platforms and systems, acting as SME while providing feedback to projects.
• Rolled out of Microsoft Surface Pro 3 tablets with Windows 8.1 and Office 2013 SOE to Executive team.
• Updated and improved multiple Desktop and Executive support documents, promoting efficiency and knowledge sharing.
• Recognised as the SME for setup and troubleshooting of Audio visual equipment company wide.
• Gained off-site and off-shore knowledge and experience while working on various projects and initiatives.
• Public recognition for personal achievements in internal Woodside (Trunkline) quarterly magazine.
Specializing in the utilities and energy sectors, ATCO I-Tek Australia enables business solutions through its highly skilled people, reliable processes, applications, technology infrastructure and data centers.
Responsibilities:
• Leading and working alongside a team of Desktop support analysts, providing professional and expert customer service by troubleshooting and resolving a wide range of IT Desktop hardware and software issues.
• Assembly of PCs, Laptops and Servers. Deployment of MOE (Managed Operating Environment) software (via SCCM), hardware and associated peripherals related to desktop environment.
• Maintaining effective communication and excellent working relationships with both internal and external stakeholders by quickly resolving issues, providing regular updates and information on changes.
• Liaising with IT vendors to keep abreast with current and future IT trends and opportunities.
• Following and implementing ITIL framework principals and standard operation procedures.
• Creating and managing IT Support and Services documentation, processes and procedures.
Key Achievements:
• Created a positive working environment, raising team engagement and improving Customer Satisfaction above the industry standard of 80%.
• Refined weekly team meetings to track and record progress in a meeting register, significantly reducing complaints, outstanding incidents and requests.
• Developed new and updated existing operational processes to better align with new business KPIs, improving operational efficiency.
• Provided operational input into Windows 7 project scope and design phase.
• Deployed Windows 7 MOE Environment to 600+ users, including hardware upgrades and software compatibility updates.
Australia’s heritage retail store (est. 1938) with 37 stores nation-wide employing 10, 000+ staff and operational turn over of over 2 billion per annum.
Responsibilities:
• Leading teams of motivated Analysts and Coordinators in and outside of business hours (24/7 On call support)
• Actively working as part of a cohesive leadership team to deliver operational efficiency.
• Setting IT Operations strategic vision and standards to consistently deliver timely and professional quality of service.
• Managing, coordinating and delivering key IT and Infrastructure projects to facilitate continuous improvement, innovation and growth.
• Facilitating effective Incident management activities (communication and escalation) by following ITIL Framework guidelines to ensure prompt resolution of high impact incidents.
• Continuously improving and refining service management processes, protocols and metrics.
• Coaching and development of individual team members through appraisal feedback, counseling and regular 1 on 1 meetings, promoting development, meeting personal & business objectives.
• Acting as a point of escalation and promptly and effectively resolving customer complaints.
Key Achievements:
• Built an engaged and energetic team with a strong focus on Customer Service.
• Developed new operational processes and associated performance reports to better align with new business KPIs, improving operational efficiency.
• Managed, coordinated and participated in implementation of key David Jones infrastructure upgrade projects, including, but not limited to INFRA (ITIL IM Tool), Telephony/Conferencing system, POS, EFTPOS, Store infrastructure, ETail/Web shop, Personal Shopper, Desktop PC refresh, Server upgrade and virtualization.
• Improved key IT support processes, reducing support calls while improving customer satisfaction.
• Implemented daily “heartbeat” meetings to discuss operational performance and improvement opportunities/initiatives, recorded and tracked via “action log” register.
• Designed and rolled out Right First Time ITIL service improvement initiative within IT.
An integrated Australasian IT and telecommunications services business providing converged ICT solutions for clients across New Zealand and Australia with 5000+ employees and a turnover of $1.5 billion per annum.
Responsibilities:
• Recruitment, training and performance managing teams of direct reports.
• On-call customer service and escalation support 24/7.
• Articulating vision, coaching performance and managing team capability growth.
• Setting, monitoring and reporting on Service Desk performance.
• Analyze contact center metrics and use them to lead & manage the individual and team performance.
• Taking ownership, recognising and acting upon situations that require initiative and leadership exceeding BAU requirements.
• Ensuring CEM (Customer Experience Monitor) targets are met or exceeded.
• Identifying business-wide problems and implementing interaction remedial methods.
Key Achievements:
• Merged three legacy COMPUTERLAND Service Desk teams into single 24/7 leveraged team reducing headcount while improving efficiency without impacting customer satisfaction.
• Developed and implemented IT reporting based on client requirements and translating this to significantly improved performance.
• Managed end to end migration of COMPUTERLAND Legacy Toolset (SOE, Incident management tool, Telephony solution and others) as set of multiple concurrent project streams over a period of a year across Auckland and Wellington. Worked closely with several Project Managers and Service Delivery Managers to scope project requirements for individuals systems as well as coordinated project activities to meet business requirements and successfully deliver on migration deadline.
• Suggested and implemented improvements to ITIL incident management process strategically aligned with IT direction.
• Designed new quality process for call coaching and evaluation with new set of QC parameters and framework.
• Received excellence Awards for outstanding individual and team achievement.
Australasia’s preferred ICT services providers with turnover of over $1.5 billion and clients that span 3, 300 public and private sector organisations on both sides of the Tasman.
Responsibilities:
• 1st, 2nd and 3rd tier Technical and system administration and support of ten major managed accounts - Ambulance, Radiology, Shell, Loyalty (Fly Buys), ANZCO meat, Ford Motor company, ULTRA (Airport scanners), McDonalds, NALCO Aluminum, Gen-I Internal Support.
• Close collaboration with Project Managers and SDMs in Change Management process and delivery to the client (ITIL Framework).
• Working with, troubleshooting, and implementing changes on Active Directory, Citrix, Microsoft Server 2000/2003, Exchange Server, Web/Mail Marshal, ISA Proxy, Backup Exec, Altiris and other systems.
• Remote Server and Desktop administration and troubleshooting.
• Oversight and monitoring of all server backup operations.
• Joint collaboration with system, network and SQL engineers in problem diagnosis and resolution process.
Key Achievements:
• Promoted to Senior Technical Analyst as most knowledgeable member of the team
• Second in charge (2IC) and acting team manager of my team.
• Client Champion of Key accounts (Ambulance, Shell, Loyalty) and Project SME.
• Member of Improvement Committee - a team of motivated people setup to improve the standard of working environment at Gen-i.
• Completed ITIL v3 Certification, studying towards MCSE.
Being your Best (BYB) nominations for excellent customer Service and continuous service improvement initiatives.
Bachelor of Information Systems and Computer Science (Double Major), MASSEY UNIVERSITY Auckland, New Zealand