Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
References
Generic

Joshua Warne

Melbourne,VIC

Summary

Results-driven leader with a proven track record of driving process innovation, technical excellence, and enhanced engagement.

Expert in implementing cost-saving strategies that have delivered millions in cost reduction and avoidance, while significantly boosting team and business engagement. With a deep understanding of customer, network, and IT divisions, I excel at fostering cross-functional collaboration and cultivating a culture of resilience, continuous improvement, and operational efficiency.

Dedicated to leveraging my expertise to propel organizational success and deliver sustained growth.

Overview

17
17
years of professional experience
1
1
Certificate

Work History

Senior Frontline Technology Manager

Optus
Melbourne, Victoria
08.2021 - 06.2024
  • Led Automation Portfolio Management, overseeing the Frontline automation stack for both front-end users and automation scripts. Ensured optimal system uptime, met UX KPIs, drove enhancements, and managed the decommissioning of outdated systems.
  • Directed a high-performing, cross-functional team, including DevOps, data scientists, process leads, and full stack developers. Ensured team engagement of 85% or higher, facilitated task delegation, and served as the primary point of contact for resolving roadblocks.
  • Oversaw server operations, was responsible for approving maintenance schedules, minimizing downtime, managing business communications during outages, and implementing contingency plans to ensure business continuity.
  • Consistently achieved and exceeded KPIs, driving a minimum of $1M in cost reduction and $1M in cost avoidance through front-end automation, back-end script optimization, and process enhancements, including customer and user journey mapping.
  • Developed and executed comprehensive 12-month automation roadmaps, outlining future frontline automation initiatives, expected return on investment, and aligning with financial goals. Secured ELT/SLT sign-off, and provided detailed demonstrations to ensure alignment and clarity.
  • Applied Agile methodologies using Scrum and Kanban in daily meetings, leveraging JIRA to manage workload, track backlogs, and identify risks, ensuring the team’s progress remained aligned with objectives.
  • Presented strategic insights and development opportunities, identifying cross-functional initiatives beyond the immediate portfolio that could further enhance the customer and user experience, fostering innovation, and collaboration.
  • Provided continuous upward feedback, advocating for automation enhancements, and presenting actionable improvements to key stakeholders, including users and their management, to optimize business engagement and automation utilization.

Technology & Automation Manager

Optus
Melbourne, Victoria
11.2019 - 08.2021
  • Spearheaded the transformation of the Automation team responsible for the collaboration between the automation team and RPA, aligning two workgroups into one, and fostering a new workflow arrangement between Python, RPA, Java, and C+.
  • Collaborated closely with the Process Optimization team responsible for the collaboration between our Automation team and our sister team, 'Process Optimization,' in which we fostered a joint venture to ensure processes were injected with automation opportunities.
  • Weekly 1-on-1s, responsible for ongoing training, support, career progression, performance assessments, and behavioral discussions with each team member.
  • End-of-year reviews, responsible for the bonus allocations, performance grading, in-year reviews, development plans, and promotions.

Fixed Service Enablement Manager

Optus
Melbourne, Victoria
09.2017 - 11.2019
  • Cross-functional management, combining four teams into one responsible for data and insights, automation scripts, single customer network fault assessments, and system analysis and recommendations on resolution.
  • Single Customer & Network Escalations, responsible for escalating and ensuring the best outcome for single customers' network-related faults and ensuring adequate agreed-upon restitutions.
  • Engagement is responsible for the engagement within the team, ensuring a >90% result, fostering teamwork, personal excellence, integrity, and customer focus.
  • Personal Development Workshops, responsible for the creation of workshops to best equip staff with personal excellence, teamwork, risk management, stakeholder engagement, career progression, engagement, basic data and analytics, automation possibilities, and the power of being grateful.
  • Above and Beyond, identify opportunities within Fault Assurance to help our staff in managing NBN customer complaints in both telephone and internet faults.

Network Interface Manager

Optus
Melbourne, Victoria
11.2016 - 09.2017
  • Network Management is responsible for managing network outage communications, both internal and customer.
  • Weekly 1-on-1s with the team to ensure engagement and meet KPIs.
  • Single Customer Network Faults, ensuring the adequate network mapping and technician allocation within SLAs.
  • Internal communications on network and natural disasters.
  • Weekly meetings to ensure the team meets weekly to discuss business and team requirements/updates.
  • Cross collaboration, with the mobile and sports network teams ensuring alignment on communications and teamwork.
  • Frontline Tier 2, ensuring phone lines are open to meet SLAs on frontline contact for support on network and customer faults.
  • Data and Reporting, ensuring the upkeep of ongoing network trends and the areas of impact, including future risks, mitigations, and learnings.

Tech Support | Network Interface | Senior

Optus
Melbourne, Victoria
07.2007 - 11.2016
  • Frontline Technology Support is responsible for managing a phone queue for Home Phone, Mobile, Internet, and TV faults.
  • Technician bookings.
  • Single Customer Network Fault Mapping.
  • Network Management
  • Daily communications to staff and customers.
  • Delegating work requirements to team members.

Education

High School Diploma -

Monterey Secondary College
Melbourne
12-2002

Skills

Technical Expertise and Systems

  • Technical system improvements
  • Technical innovation expertise
  • IT asset management
  • IT service management
  • Software development
  • Application support
  • Virtualization technologies and processes
  • Process improvement
  • Asset & Incident management

Leadership and Team Dynamics

  • Employee recruitment
  • Leadership
  • Team collaboration
  • Project management expertise
  • Coaching
  • Behavioral and Performance Management
  • Agile Methodology facilitation
  • Project Planning
  • Risk Assessments

Personal attributes and skills

  • Innovative Concept Development
  • Hyper focus
  • Multitasking and job switching
  • Problem Solving
  • Resilience and adaptability
  • Entrepreneurial Mindset
  • Risk Management
  • End-to-End Communications
  • Energy and enthusiasm

Accomplishments

  • Recipient of over 20 'Optus Awards' in recognition of excellence in Personal Excellence, Integrity, Customer Focus, and Teamwork
  • Optus GALA Award for Team Work.
  • Led the development and delivery of a frontline faults management tool that successfully automated and optimized fault inquiries, generating $3-4M in cost savings and cost avoidance across Customer Care operations.

Certification

  • Limelight Certificate 2019; sanitizing, manipulating, assessments, revealing, and telling the story on datasets. Process mapping. Customer journey mapping. Presentations.
  • Agile Methodology Certificate 2023; Iterative development planning, collaboration and communication, signs offs and funding requirements, human centered design, customer journey mapping, continuous improvement planning, simplification, self-managed teams, and transparency on delays/risks including upward feedback.
  • Basic JIRA training; Scrum and Kanban, managing issues and next steps, assigning of workload, sprints, backlog, epics and user stories, reports and dashboards.

Timeline

Senior Frontline Technology Manager

Optus
08.2021 - 06.2024

Technology & Automation Manager

Optus
11.2019 - 08.2021

Fixed Service Enablement Manager

Optus
09.2017 - 11.2019

Network Interface Manager

Optus
11.2016 - 09.2017

Tech Support | Network Interface | Senior

Optus
07.2007 - 11.2016

High School Diploma -

Monterey Secondary College

References

References available upon request.

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Joshua Warne