Gavin Brown
Burns Beach,WA
Summary
Multitasking Business Process Analyst supporting definition and implementation of strategic initiatives for business transformation. Highly respectful employee with over 12 years of communicating and collaborating with business experts and recommending project team requirements. Remaining composed in all types of situations. Adept at delivering process improvements that increase efficiencies and performance. Organized and articulate with excellent troubleshooting abilities.
Overview
29
29
years of professional experience
11
11
Years of IT professional experience
20
20
Years of leadership and mentoring experience
Work History
Information Technology & Business Systems Manager
PUMPNSEAL Australia
Wangara, WA
07.2022 - Current
- Reduced IT costs by 3.8% in first 6 months.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
- Built library of models and reusable knowledge-base assets to produce consistent and streamlined business intelligence results.
- Taught employees how to control risks at front line.
- Coordinated statistical data analysis, design, and information flow.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Developed tables, views and materialized views using SQL.
- Produced monthly reports using Excel, Power BI, and Microsoft Report Builder.
- Researched and resolved issues regarding integrity of data flow into databases.
- Documented business workflows for stakeholder review.
- Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Wrote policy, procedure and manuals governing internal IT use.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Guided organizational technology strategy and roadmaps.
- Demonstrated familiarity with latest hardware, software and networking technology, as well as industry trends.
- Built, customized and repaired technology based on staff requests.
- Delivered effective integrations of warehouse management system software applications to centrally manage tasks.
- Implemented and managed wireless devices, multi-site network infrastructure, business intelligence development and implementation.
- Facilitated best user experience through continuous support, training classes, webinars, improvements, and communication of system changes.
- Worked closely with management teams to plan, develop, coordinate and execute technical strategies aligned to client's vision, mission and purpose.
Operations Manager
PUMPNSEAL Australia
Wangara, WA
02.2016 - 06.2022
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Oversaw IT department operations and training.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Oversaw daily performance of computer systems and immediately responded to issues to keep network up and running.
- Led technology selection and rollout, focusing on organizational planning, provider contracts and supplier service-level agreements.
- Coordinated ongoing technical training and personal development classes for staff members.
- Oversaw development and implementation of improvements to support and network operations.
- Guided implementation of company-wide enterprise security strategy for network and hardware, disaster recovery, data protection and endpoint protection.
- Investigated and resolved departmental non-conformances.
- Led warehouse improvement initiatives to advance operational efficiencies and increase revenue.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Reduced operational risks while organizing data to forecast performance trends.
- Served instrumental role in organizational transformation and implementation and participated in multiple successful large-scale ERP/CRM and Warehousing Relocations.
Customer Service Manager
PUMPNSEAL Australia
Wangara, WA
02.2011 - 02.2016
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Monitored customer service operations to assess agent performance and provide feedback.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes.
Branch Unit Manager
Harvey Hose Supplies / Purple Pig
Welshpool, WA
01.2003 - 02.2011
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Developed and maintained relationships with customers and suppliers through account development.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Conducted monthly inventories of raw materials and components on work floor.
- Recorded inventory sales into organization's weekly income report.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Directed staff and managed annual capital budget.
- Maximized performance by monitoring daily activities and mentoring team members.
- Trained and developed new sales team associates in products, selling techniques and company procedures.
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Engaged with customers to effectively build rapport and lasting relationships.
- Communicated with vendors regarding inventory needs and negotiated prices to maintain profit margins.
- Maintained complete documentation and records of all purchasing activities.
- Filed paperwork, sorted and delivered mail, and maintained office organization.
- Organized new employee orientation schedules for new hires.
- Prepared monthly, weekly and daily logs using Microsoft Office Suite.
- Answered and directed 100 outbound and inbound phone calls per day.
- Recruited and screened qualified potential employees.
Education
Diploma - High Performance Management
Learning Management Australia
Perth, WA2019
Certificate IV - Information Technology
TAFE Western Australia
Carine WA1993
Skills
- Systems Implementations
- Workflow Planning / Process Mapping
- Multi-Unit Operations Management
- Business Process Re-Engineering
- Process Improvement Strategies
- SQL Server Reporting Services
- Microsoft SQL
- Data Integration
- Gap Analysis
- Change Management
- System Administration
- Business Requirements
- Functional Requirements
- Business Systems
- Erp System
- Enterprise Resource Planning Software
- Software Solutions
- Systems Analysis
- Knowledge Of Business
- Outstanding Interpersonal Skills
Accomplishments
- As a proud member of the management team, I am honoured to have been a runner-up for Best Medium Business in the 2019 Western Australia Rising Star Awards.
- Proud Management Member of the team achievement in winning first prize for Business of the Year and Best Business at the Wanneroo Business Award 2019
- Promoted to Operations Manager after 5 years with the company.
- Second Promotion to Information Technology & Business Systems Manager after 5 years
- Reduced operational expenses by 7.2 by streamlining branch operations.
- I am proud to say that my company successfully achieved Tri-Certification (ISO45001, ISO9001, ISO140001) by conducting and completing internal audits. I implemented a Quality Management System and trained all employees on compliance. I also established an effective environmental management system and incident reporting system which led to significant improvements in customer satisfaction, employee engagement and revenue. My company was also recognized as one of the top companies in the industry for our efforts. Overall, the implementation of Tri-Certification has played a vital role in the success of my company.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The price of inaction is far greater than the cost of a mistake
Meg Whitman
Timeline
Information Technology & Business Systems Manager
PUMPNSEAL Australia
07.2022 - Current
Operations Manager
PUMPNSEAL Australia
02.2016 - 06.2022
Customer Service Manager
PUMPNSEAL Australia
02.2011 - 02.2016
Branch Unit Manager
Harvey Hose Supplies / Purple Pig
01.2003 - 02.2011
Diploma - High Performance Management
Learning Management Australia
Certificate IV - Information Technology
TAFE Western Australia
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