Name of Company Derivco Pty Ltd
Position Service Owner
Date September 2013 to April 2023
Duties &. Responsibilities
- Manage a team of 2 service desk analysts and 10 service desk engineers that are responsible for handling service requests, incidents, and user queries for 2000+ employees globally (on-site and remote support)
- Monitor the service desk performance metrics, SLAs, and customer satisfaction levels, and make necessary process improvements to optimize service delivery
- Implement ITIL-based incident management processes, resulting in a 25% reduction in incident resolution time and a 50% increase in first-call resolution rate.
- Lead the service desk team through the successful implementation of a new service desk tool, BMC Helix
- Implementing a self-service AI Bot, resulting in a 30% reduction in the volume of service desk calls.
- Developed and delivered training programs to improve the technical and customer service skills of the service desk team, resulting in a 15% increase in customer satisfaction levels.
- Conducted regular performance evaluations of the service desk team members, provided feedback, and identified opportunities for improvement.
- Developed support process improvements that resulted in greater efficiencies.
- Managed yearly department training budget.
- Coachingand Developing Others: Able to coach anddevelop others withrespect to their individual objectives.
- Influencing others by creating a participative, empowered environment: create high performance environments for teams.
- Empowers teams and individuals. Drives participation byall team members.
- Stress Tolerance: Able to manage highperformance and fastpaced environment. Manages high stress situations calmly and effectively.
- ResultsOrientation: Sets andachieves ambitious objectives.
Name of Company Derivco Pty Ltd
Position Desktop Support Engineer
Date September 2008 to August 2013
Duties &. Responsibilities
- Technical - Troubleshooting & Problem Solving
- Able to perform effective troubleshooting within the scope of BU product-set and dependencies
- Uses broad knowledge of technology, including areas beyond basic technology to be able to work on multiple platforms or Systems
- Identify and implement internal process improvement by automating manual processes and increase process efficiency.
- Maintain and optimize technology in support of process and systems.
Name of Company Derivco Pty Ltd
Position Helpdesk Administrator
Date October 2006 to August 2008Duties &. Responsibilities
- Provide outstanding customer service
- Manage Internal Support Desk
- Call assignments and escalations
- Incident Mangement
- Asset Management
