Greater Brisbane Area
Dedicated, resourceful professional with 20+ years of IT experience specialising in Telecommunications design, architecture and management in both an Australian and international context. Strengths in attention to detail, problem solving and fostering strong productive working relationships with vendors, clients, peers and management at all levels. Highly experienced in defining corporate communications standards, strategy and architecture including proven success in implementing telecommunications solutions to support enterprise scale users at corporate and remote locations. Proven ability to translate business needs into technology requirements that support the company’s business objectives and to successfully manage all phases of IT projects from needs analysis and requirements definition to implementation.
● Responsible for the architecture and design of highly robust communications infrastructure supporting multi-vendor global call centre, campus & retail environments. Developed technical and operational guidelines to serve as a framework for all voice, video and UC infrastructure and services. ● Prepared detailed solution diagrams, technical support and training documents for presentation to global support and operations teams. Conducted training sessions with global operational teams to ensure successful knowledge transfer and project delivery. ● Primary technical design resource for global telephony projects, setting standards and priorities with measurable objectives, monitoring and reporting on the process, progress and results. ● Key member at Global Technical Forums, providing guidance on corporate communications strategy and presenting on emerging technologies and project accomplishments. ● Acted as the primary interface on new vendor telephony products and technologies. Participated in Beta programs to provide critical feedback and enhancement requests for platform releases. Successfully developed and managed Proof of Concept and pilot programs to demonstrate the technical feasibility and financial viability of emerging products and technologies. ● Participated in the development and validation of solutions for the IS&T Capital/Expense budgetary process to ensure funding for new and future projects.
● Designed, implemented and supported advanced PABX and call center configurations, including multi-site networking, multi-site call routing, and multi-carrier access across Avaya & Cisco platforms. ● Prepared business continuity plans leveraging both hardware and software to ensure 24/7, 365-day system availability. ● Technical coordination of voice and data implementation and upgrade projects with Global clients. ● Devised, documented and implemented advanced call center routing designs. ● Provided technical support to tier 1&2 engineers in closing support requests from a technical perspective, with knowledge transfer and personal mentoring sessions. ● Tier 3 escalation point for all 24x7 support issues. ● Understand all client service contracts and associated contractual matters.
● Identified and recommended enhancements to existing infrastructure to support future growth through consultation with business units. ● Ensured uninterrupted access to RACQ’s telecommunications resources through the active monitoring and maintenance of critical systems. ● Monitored and reported on telecommunications network usage of over 3000 users, providing business managers with relevant and up to date statistical information and analysis. ● Monitored external services to ensure timely and cost effective solutions of telecommunication faults. ● Established all communications with external vendors to coordinate the installation and maintenance of telecommunication services and hardware.