Perth, Western Australia, Australia
Experienced Learning Specialist with a demonstrated history of working in the management consulting industry. Skilled in Analytical Skills, Strategic Planning, ITIL, Business Process Improvement, IT Service Management and Project Management. Strong professional with a Bachelor of Engineering focused in Computer Engineering from UNSW.
Responsible for providing exceptional vision and leadership to a team of customer focused technology professionals who are responsible for providing end user technology support and services. Ensuring exceptional customer service to end users and handling all relative communications with leadership and Service Desk personnel.
• Delivered high-quality IT support services to 35 offices in Australia focused on all-encompassing customer service. • Contributed to technical & process solutions improvement. • Assisted on special projects as required.
• Enabling regional IT colleagues to provide great advises and services. • Working with senior stakeholders across the globe to standardizing and improving IT services (improving and enhancing user experience, asset management and clean up technical debts) by using SCRUM framework to create and deliver values early in the projects. • Implemented/collaborated IT projects across 16 offices in 13 countries. Managed multiple activities/projects at any given time. • Collaborated with teams across the firm to solve problems, creating positive impact for the function. • Applies experiences and insights to push services to the next level and seek opportunities to build new capabilities. • Analysed and monitored requests to improve stock availability across region. • Enhanced regional chargeback process by automated chargeback reports and reduced chargeback report generation time by 60%
● Adopted and implemented Knowledge Cantered Support (KCS) methodology across support groups ● Coached knowledge development and management within the McKinsey Global Helpdesk (GHD) ● Trained over 100 GHD specialists/ IT colleagues on various applications ● Involved and piloted in exploring new training tools and methodologies ● Displayed effective communication to all levels of stakeholders ● Responsible for new hires orientation in the region ● Participated in interviewing process for new hires
Provide world class IT support services globally, ensure outstanding customer journey experience and continuously improve the services. Responsible for resolving escalated issues related to all aspects of standard image, mobile devices, as well as troubleshooting “non-standard” applications across platforms. Extensively support colleagues, often in very time-sensitive situations. Working on IT projects including testing new products and deployments and creating technical documentation. Regularly interact and collaborate with team members located in different locations around the globe. Share knowledge as well as best practices and shoulder additional responsibilities at times of high workload/ demand. Key responsibilities: · Troubleshooting of complex and challenging issues related to Workstation and mobile devices, applications, messaging, remote connectivity, directory services against aggressive timelines · Providing second level support for all workstation/mobile related issues. · Interfacing with infrastructure support and infrastructure development groups, as well as other IT support functions · Continually contributing to knowledge base as issues/solutions arise · Collaborating in the daily hand-over of issues with Advanced Technical Support colleagues in other regions · Automation and tools enhancements
• Implemented timeline, objectives, reporting structure for New Client Lodgement projects (IBM, Deacons, and Amex among others). • Collaborated with Transport and Client Relationship Coordinator for new lodgements. • Analysed and maintained data integrity of 8 million relocation projects over NSW. • Analysed of Management Statistics Reports, KPI scorecard and Customize Client Activity Reports. • Responsible for work orders auditing and client storage reports.
• Responsible for fast and accurate IT network and server support and backup (Veritas Backup Exec) for the distinguished state university. • Supported over 3800 staffs and 15000 students. • Provided solutions to malfunctioning of IT hardware equipment. • Recognised for excellent customer service in handling all users’ queries and complaints relating to network or system and user account issues.