Simon Casey

Dynamic and people-focused professional with over 15 years of experience across customer service, technical support, field operations, and team leadership. Skilled in navigating complex service environments, resolving challenging customer issues, and driving team performance through coaching and process optimization. With hands-on experience supporting fibre and satellite network infrastructure, this background is now being leveraged to support technology-driven initiatives, including AI-enhanced service delivery and digital transformation projects.

Ongoing self-directed study in AI applications and emerging technologies complements a strong ability to translate technical concepts into clear, actionable insights for customers and stakeholders. Recognized for building trust quickly, leading teams to exceed KPIs, and bridging the gap between users and technology through effective communication and problem-solving.

Warehouse Assistant at Sidekicker – RosJen Group (2026-07 – Present)

• Various Warehouse duties including packaging orders, updating stock lifts and forklift operations.

Support Operations Level 2 at VOCUS TELECOMMUNICATIONS (2022-11 – 2025-11)

• Testing and feedback for Salesforce implementation
• Supporting customers with network configurations, faults and general information
• Dealing with complex disputes over networking and administration mistakes
• Supporting Level 1 technicians with their development and assisting with workloads
• Noticed a gap in the Vocus Starlink rollout and took the initiative to consult with project and account managers to develop procedures in an SME role.
• Providing direct support to Customer teams to resolve complex disputes and administrative errors.

Support Operations Level 1 at VOCUS TELECOMMUNICATIONS (2017-09 – 2022)

• Provide technical support for fibre and satellite network infrastructure, troubleshooting and ensuring consistent network uptime.
• Operation of complex network systems to enhance operational efficiency and reliability.
• Deliver exceptional phone-based support, maintaining high levels of customer satisfaction and trust.
• Consistently one of the highest performing in terms of KPIs and consistency at work

Customer Service Representative - Sales at iiNet (2015-10 – 2017-09)

• Consistently achieved top sales conversion rates, exceeding KPI targets.
• Identified customer needs and delivered tailored internet, mobile, and networking solutions.
• Communicated complex terms and conditions clearly to ensure understanding and satisfaction.
• Handled sensitive billing and personal data in full compliance with privacy regulations.
• Consistently one of the top performers in conversion rates in tenure with iiNet
• Near flawless compliance with availably and required work levels.

Field Services Officer at SERVICE STREAM (2012-02 – 2015-09)

• Conducted credit control and meter reading for major utility clients, ensuring data accuracy and compliance.
• Operated independently in FIFO environments across Pilbara and Kimberley regions under strict safety protocols.
• Trained and supported colleagues to improve efficiency and maintain service standards.
• Data Accuracy: Achieved beyond the normal requirement for accuracy rate in meter readings and credit control reporting

Contract Supervisor at SERVICE STREAM (2007-12 – 2012-01)

• Directed and inspired a high-performing team of 50+, driving operational excellence through strategic scheduling and performance management.
• Led recruitment and onboarding, delivering engaging training programs and comprehensive health & safety inductions.
• Assisted with maintenance of robust budgets, KPIs, and performance forecasts to align with organizational goals and maximize efficiency.
• Oversaw end-to-end procurement of uniforms, HSE supplies, and specialized equipment, negotiating with local and international vendors to ensure cost-effectiveness and quality.
• Maintained an excellent safety record in alignment with requirements of major utilities and government organisations.
• Motivated casual staff and developed effective operational plans to enhance team performance.

UEE30420 Certificate III in Data and Voice Communications