Cloud Operations Team Leader
TPG Telecom
مجموع سنوات الخبرة :17 years, 10 أشهر
Cloud Operations Team Leader managing a geographically distributed team of L1 helpdesk, L2 support engineers and Project engineers. Providing TPG Telecom businesses customers with a range of cloud solutions and services. Implementing, managing and supporting; Private cloud, IaaS, managed Virtual desktop / server infrastructure.
Key responsibilities
• Managing a distributed support team of 10 in QLD, NSW, VIC and Manilla Philippines.
• Supporting Cloud infrastructure TPG solutions built on MS Azure, Citrix and Vmware technologies.
• Ensuring all field operations are completed within SLA (remotely due to covid19)
• Establishing and maintaining healthy relationships within customer accounts.
• Ensuring customer tickets and calls are responded to and resolved in a timely and efficient manner.
• Distributing and managing technical projects between project engineers.
• Handling escalations and following them through to resolution within the organisation.
Achievements
• Ability to improve collaboration, teamwork and engagement while most people are working from home.
A Team Leader role with Red Cross Victoria. Working remotely to manage a team of 9 Client Service Officers. A 6-month project under the Migration Support Program in response to the Covid19 epidemic situation in Victoria providing financial assistance to people in the community that may not be eligible for government financial assistance.
Key responsibilities
• Providing leadership, guidance and support to the Client Services Team, including Client Services Officers and Complex Caseworkers
• Coaching and enabling Client Service Officers in customer service skills. Motivating and lifting the engagement of team members.
• Day-to-day operational support to transnational processing requirements including working from home provisions
• Overseeing daily processing to ensure financial and transactional operations meet compliance guidelines with agreed financial and industry standards and deliver on agreed business requirements
• Reviewing submitted applications for payment approval to ensure documents meet requirements
• Provide support in managing complex cases and escalated issues
Achievements
• Assisting in the setup of the hotline providing phone Customer Service coaching and documentation.
• Establishing coaching and managing a high performing team.
A Team Leader role in one of Datacom’s call centres managing 25 Customer Service Representatives, in the Australian Tax Office (ATO) Team. A casual position in response to the high volume of calls received by the ATO during tax season due to the Covid19 epidemic.
Key responsibilities
• Developing, coaching and supporting the team to achieve quality and productivity targets
• Instilling dedication to customer service and share knowledge within the team
• Driving team engagement and morale through the high volume and busy days
• Responding to general and escalated queries from customers, clients and team members.
• Managing team member admin tasks and leave requests.
• Identifying areas of potential efficiency improvements
Achievements
• Was able to pick up standard operating procedures quickly and lead the team through high volume.
A Team Leader role in the Service Assurance and Operations Centre. Managing a team of 9 operators, our main objective is to resolve residential broadband faults in a timely and accurate manner with a great customer experience.
Key responsibilities
• Providing leadership and coaching to team members and improving engagement.
• Instilling a customer centric focus within the team ensuring target KPI’s and SLAs are achieved.
• Provide fluid, regular communication to team members, management and stakeholders through team meetings, reporting and one on one session.
• Establishing and maintaining collaborative relationships with stakeholders and other departments to align process and improve productivity.
• Managing Escalations from within the team, RSPs and from internal stakeholders.
Achievements
• Constantly meeting team KPIs and coaching team members to excel
• Effectively managing team performance and engagement in a very dynamic environment
Reporting to the Manager, Service Improvement, High Performance Culture, the primary responsibilities of the role are to define, document and assist in the implementation of a range of fundamental and complex processes in order to support the CS&A Centres
Key responsibilities
• Building effective working relationships with nbn Stakeholders across the organisation.
• Working with various CS&A centres on process mapping, evaluation and optimization.
• Running / participating in workshops with stakeholders to identify improvement opportunities.
• Transforming process maps into procedure documents for team members in the centres to follow.
• Leading the successful implementation and delivery of process improvement projects.
• Communicating and managing change to ensure awareness, adoption and the successful implementation of projects.
Achievements
• PROSCI Change Management for Project Managers training
• ARIS BPSM Process Modelling training
Managing a team of 13 network operators in the Order Support Centre. Team is responsible for provisioning services and corresponding and assisting RSP queries that come through phone calls or electronic communication.
Key responsibilities
• Providing leadership and coaching to team members and improving engagement.
• Instilling a customer centric focus within the team ensuring target KPI’s and SLAs are achieved.
• Provide fluid, regular communication to team members, management and stakeholders through team meetings, reporting and one on one session.
• Establishing and maintaining collaborative relationships with stakeholders and other departments to align process and improve productivity.
• Managing Escalations both from within the team, RSPs and from internal stakeholders.
Achievements
• Developing several of the Order Support documentation and operating procedures
Responsible for assisting formulating solutions to improve the department’s performance. Through analysing internal and external trends related to the services provided. Reporting on the findings and implementing projects that add value and enhance the services of the Order Support Centre.
Key responsibilities
• Creating and generating daily and weekly department performance reports to key stakeholder.
• Designing, implementing and running a quality framework to monitor team member customer interactions. To identify areas of improvement and ensure a higher quality of service and performance.
• Managing the implementation team of a Jeopardy Management procedure and a centralized proactive tasks platform GENIKI.
• Evaluate and quantify ideas that add value and enhance SLA objectives performance of department.
Achievements
• Implementing and running a quality frame work
• Acting team leader for the Order Analyst Team on several occasions.
One of the first team members in this newly developed department. Responsible for the provisioning of services requested by RSPs, responding to their inbound call and email queries and escalating cases and following through to resolution to ensure service targets are met.
Key responsibilities
• Activation, configuration and testing of Customer Ethernet services, within SLA objectives.
• Responding and resolving services enquiries raised RSPs by phone and emails.
• Communicate (verbal & written) in a professional, effective and culturally respectful manner to build rapport with internal and external stakeholders to accomplish specific needs and goals.
• Evaluate and prioritise order fulfilment risks according to complexity, adopting a first call resolution approach. Follow up on service recovery and escalate accordingly.
• Activation, configuration and testing of Customer Ethernet services, within SLA objectives.
Achievements
• Enhancing processes and implementing new ideas to improve team performance.
A start up IT solutions & Systems Integration Company established late 2010 based in Jordan and operating in the Middle East and North Africa region. (http://www.polaris-tek.com)Reporting directly to the Managing Partner. Formulating and managing sales/pre-sales team, functions and procedures in the company. Ensuring sales targets are met in alignment with company’s short & long term strategies. Establishing and maintaining vendor and partner alliances such as Oracle Hardware / Technology, Fujitsu, EMC, Symantec, Veam, TrendMicro.
Key responsibilities
• Work in a team environment to setup and enforce company procedures and standards.
• Develop a sales plan to achieve the set revenue targets in accordance with strategic plans.
• Analyse sales team KPI’s, coach sales team throughout the sales cycle and prepare pipeline reports to management.
• Full Responsibility for the direct and indirect sale of infrastructure solutions and services such as Server farms, mail servers, SAN solutions, DR and replication solutions in the MENA region.
• Creating sales channels with various local and regional software vendors to promote company’s products and services.
• Correspond and build rapport with vendor account managers; discussing opportunity pipelines, negotiate and place orders, organize and follow-up on logistics.
Achievements
• Establishing sales team and strategies
• Successfully acquiring accounts and establishing a presence in the market.
• Constantly meeting Sales quota targets.
A regional provider of ERP, CRM and Mobile Applications in the MENA region established in 2001. Providing Business application based on Sage Accpac ERP and CRM. Reporting directly to the Managing Partner. Developing sales department sales force and enhancing sales procedures in the company. Promoting UBA products and services in the MENA region. Establishing and maintaining UBA channel partner reseller network.
Key responsibilities
• Full Responsibility for direct sales of Sage Accpac ERP & CRM solutions for SMEs in the Jordanian market primarily.
• The direct sale of UBA developed Sage CRM vertical solutions in the MENA market or through partner resellers.
• Creating, coaching and managing a well-organized and specialized sales force
• Developing a sales plan to achieve the set revenue targets in accordance with management strategic plans.
• Manage and enhance sales department procedures with collaborating with other technical and administrative departments to streamline sales efforts and improve customer satisfaction.
• Responsible for the costing and pricing of projects to maintain overall profit margin targets.
• Maintain relationships and develop customer / channel partner base and identifying prospects and opportunities.
Achievements
• Closing a 500k tender for a customized CRM solution for the Jordan Investment Board
An IT services and outsourcing company based in Florida USA. Specializing in Data protection as a service and working with several fortune 500 companies. Our customers included but were not limited to Symbol-Motorola, Unilever, Adecco, AIG, Fortent, Jackson Hewitt, Danka, Pacific Northern Gas Ltd. Supervising first level support engineers and technicians. Working remotely from overseas with the SDC based in Florida USA to ensure smooth operations during the night shift. In preparation to open and manage a regional office for BluePoint Date in Amman, Jordan.
Key responsibilities
• Managing server and OS maintenance tasks for several key accounts, Such as Motorola, Adecco, and Unilever.
• Monitoring of customer data protection backup schedules, troubleshooting, solving failed schedules to ensure data protection within the backup window.
• Working in a team environment remotely to supervise and ensure smooth operations during the night shift. From customer server and data availability/protection to completing customer needs in a timely and satisfactory manner.
• Ensuring all IT infrastructure related issues and services are being managed, provisioned, implemented and supported properly in cooperation with Tier 2/3 technical resources, SDC Supervisor, and Compliance Supervisor.
• Coordinating the support and service of hardware/software by vendors, through the SDC Supervisor and SDC Team Leads, ensuring that both the customer and all Bluepoint’s support staff is properly notified and informed.
Achievements
• Working in and contributing to a multicultural organisation.
• Establishing a new time zone shift that can handle night shift operations
Founded in 1989, STS is an information technology solution and services provider one of the leading Systems integrators in the MENA region. STS covers a diverse set of technologies ranging from Server and Data Centre Solutions, Enterprise Network Infrastructure and Structured Cabling, e-Business and e-Government Solutions, Software Infrastructure and Security Solutions and STS' own Payment Processing Solutions. A go to market sales / presales position promoting infrastructure solutions based on SUN Microsystems and VERITAS. Selling to SMB and Enterprise customers in a range of sectors and verticals. Solutions such as CRM/ ERP Infrastructure, Backup and replication solutions, Server farms, Call Centre, Thin clients etc.
Key responsibilities
• Responsible for identifying prospects and acquiring new SMB and Enterprise accounts across sectors, Private, Government, Education, Telecom, Finance, Manufacturing and NGOs.
• Meeting with prospects and customer base to assess and identify needs; developing a suitable IT solution in association with pre-sales consultants that will satisfy the customer’s needs
• Responsible After sales follow up and managing / developing existing and new accounts
• Preparing technical and financial proposals, negotiating and closing deals to achieve quota.
Achievements
• Over achieved sales quota of by 20%
Established in 1951 is the leading cement company in Jordan and one of Jordan's largest and oldest industrial companies. In 1998, the Jordanian Government sold 33% of its shares to the France-based Lafarge Group - a worldwide leader in the cement industry that owns more than 80% of the global cement market.
Key responsibilities
• Administering Windows Environment NT 4.0 / 2000 servers, LAN and WAN.
• Administering and Troubleshooting various IT systems including Lotus Notes mail system, JDEdwards OneWorld, Norton Antivirus Corporate edition, Citrix XP Servers and Windows 2000 Terminal Services
• Working as part of a multinational group to study and implement Multiple projects Global Active directory design, Sarbanes-Oxley Act compliance, Disaster & Recovery, Thin Client Deployment, Company Security assessment & security policies
Achievements
• Being part of a global company’s IT department
• Multiple IT training and certificates
GPA=3.84
A-Level and O-Level Certificates, Equated To Jordanian Tawjihi Science in that year