Isaac Brown

Within the Customer Information Directorate:

• Provide day-to-day administrative support on complex CX systems (Genesys Cloud CX).
• Streamlined business processes by implementing efficient systems to improve staff workflows and onboarding practices.
• Manage software updates, upgrades and system rollouts smoothly, ensuring minimal disruption to daily operations.
• Evaluate emerging technologies for potential implementation, assessing their impact on current processes and future growth opportunities in support of greater customer outcomes.
• Conduct regular reviews of existing systems to ensure alignment with evolving business objectives and industry best practices.
• Provide staff with fast and comprehensive technical support for software and hardware related concerns.
• Perform system audits and presented findings in clear, concise and thorough technical reports.
• Contribute to organisational growth by actively participating in strategic planning discussions as they related to technology infrastructure and future initiatives.
• Maintain flexible schedule and respond to after-hours and weekend emergencies / UAT needs.

Telephony Migration Project:

• Designed and built system architecture, catering to the bespoke needs of multiple teams across the wider Department.
• Provided excellent customer service when addressing internal stakeholder inquiries or concerns relating to technical issues or system functionalities in working groups.
• Developed detailed documentation for all system procedures, enhancing user understanding and promoting consistent usage among teams across multiple divisions in the Department.
• Ensured high-quality user experiences by thoroughly testing all applications prior to deployment across the organisation.

Customer ticketing system upgrade and deployment:

• Designed and built queue system architecture for a challenging IT environment.
• Served as a liaison between IT professionals and non-technical staff members to cultivate productive working relationships across departments.
• Coordinated the upgrade of critical IT infrastructure in the customer counter area.
• Interacted with IT, vendor and leadership groups to assist in network troubleshooting, identifying root causes and providing escalated technical support when needed.
• Supported project management initiatives by tracking progress against goals, identifying obstacles, and recommending corrective actions to stay on target.
• Provided comprehensive end-user training on new systems and applications, facilitating seamless adoption across the Department (over 150 active users).

• Designed and implemented innovative and industry leading knowledge management models for complex environments which enriched staff user experience and achieved greater customer outcomes.
• Write, develop and maintain information into knowledge management tools, reports and documents, ensuring they are accurate, intuitive, user-friendly and customer service focused.
• Work closely with internal stakeholders to ensure information is accurate and appropriate for the Directorate's customer service needs.
• Work on large-scale projects under varying timeframes and priorities.
• Comply with and maintain knowledge management content standards when publishing information and adheres to approval processes.
• Assist in the development of instructions and manuals to maintain or improve knowledge management content standards.

• Provide frontline customer support to members of industry, general public and department stakeholders.
• Extensive knowledge area expertise in Building & Energy and WorkSafe.
• Use of departmental knowledgebase software (LivePro) to provide accurate customer service.

• Provided support in database development.
• Demonstrated technical writing skills in the form of user manuals and live software support.
• Hosted webinars and product demonstrations for prospective clients.

• Engage with stakeholders to take projects from original concept through final implementation, managing escalations acting as single point of contact to the relevant stakeholders.
• Ensuring that the project is managed to a professional standard and in accordance with policies, standards and procedures (both legal and technical including information security) while maintaining quality criteria and client satisfaction.
• Act as people manager and enable project teams to deliver against performance objectives.
• Base design of the project interface and structure (including production of all relevant documentation for product delivery and acceptance during the project life cycle and ongoing support) that meet the project's objectives and customer's acceptance criteria.
• Monitor and manage external third party vendors.
• Assisting in implementation testing, analysis, project tracking, relationship management, deliverables monitoring and reporting.

• Managed fleet logistics over multiple locations nationwide.
• Assist Operations and Area Managers with fleet movements between locations.
• Maintain a repairer network and regularly communicate with parties to ensure vehicle compliance and return.
• Maintained accurate vehicle stock databases.
• Produce and maintain vehicle pricing and vehicle stock analysis to branch outlets.
• Generated legal documentation including leases, notices and formal warnings.
• Provided internal technical support for hardware, system software and networking related issues resulting in diagnosis and problem resolution.

• Processed floor-plan and consumer facility contracts.
• Facilitated recovery processes on defaulting customers including issuing legal writs, enforcement letters, initiating litigation and acquiring court orders.
• Negotiated suitable repayment options for customers.