Lachlan Maguire

• Escalation Point for Triage Technicians to pass service tickets along outside of their knowledge or scope in line with the service delivery process.
• Perform onsite visits to customers for tickets related to networking, rack clean-ups and other tickets deemed outside the scope of the triage team.
• Performed troubleshooting and diagnosis on malfunctioning equipment.
• Maintained customer satisfaction with prompt and knowledgeable support for various technical issues.
• Assisted new technicians on standard operating procedures, ensuring consistency across the team.
• Maintained thorough technical notes within tickets to ensure actions are clear and repeatable as required.
• Maintained ITGlue documentation for sites based on tickets worked on that required documentation to be updated for other technicians to leverage.
• Identified opportunities to further align the customer to the business technology stack to resolve persistent issues.
• Averaged 80% timesheet utilisation.

Technologies utilised:

ConnectWise Manage, Screenconnect, DattoRMM, ITGlue, BrightGauge, Microsoft Office365, SharePoint, EntraID, Azure, Intune, WatchGuard, CloudFlare, Datto SaaS/BCDR, 3CX, Exclaimer, Sentinel1, Huntress.

As Business Process Manager

• Worked with all departments of the organization to review processes, policies and procedures to make operations as efficient as possible.
• Worked on Reporting Metrics to provide to customers to provide visibility and articulate the value of engagement with IT&C.
• Worked with management and vendors to ensure our technology stack is strong.
• Created documentation on figures, selling points and implementation of various products sold at IT&C.
• Assisted with Customer Dispute Resolution.
• Assisted with Post-Merger Acquisition tasks.
• Worked with Accounts/Finance to review INCOME/COGS to ensure profit/loss is accurate.
• Developed Framework for Customer Relationship Team to track customer cadence meetings, map customer alignment to Technology stack and ensure 10/10 results for customer and company.
• Built marketing and sales strategies, to identify opportunities for accelerated growth within the existing customer base.
• Managed ISO9001:2015 Process

As Customer Relationship Manager

• Worked with customers to understand needs and provide excellent service.
• Managed portfolio of 161 Customers across Managed Services and ADHOC agreements, valuing over 3million in ARR.
• Executed recurring cadence meetings according to framework.
• Averaged $92897.5 in monthly hardware/software sales for 2023-2024 FY period.
• Averaged $5702 in monthly renewed contracts for 2023-2024 FY period.

• Implemented new working processes to deliver multiple improvements.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Established open and professional relationships with team members to achieve quick resolutions for various issues.
• Maintained team flexibility and embraced change to adapt within dynamic markets.
• Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
• Went from service coordinating 5 staff members to 14.
• Created dashboards and reporting matrix's to assess service delivery, productivity and increase visibility over the service coordination of the business.

Started as an unpaid 'Innovation Intern' initially in 2017 - for university credit.

• Supported internal projects team in deliverables, including research, business analysis, scoping, product implementation.

Became part time 'Junior Innovation Consultant' in January 2018 after internship had ended.

• Continued supporting internal projects team in deliverables, including research, business analysis, scoping, product implementation.
• Began managing smaller projects as primary consultant, with assistance from other project team members, due to part time nature.

Became full time 'Innovation Consultant' in June 2018.

• Continued supporting internal projects team in deliverables, including research, business analysis, scoping, product implementation.
• Mentored and guided new employees to foster proper completion of assigned duties and follow company processes.
• Began managing my own projects, primarily pertaining to Office365 migrations, business process Improvement, system analysis and implementation, custom system scoping and managing offshore developers.
• Began working with internal sales team on pre-sales quotation process of projects.

Position adjusted to Team Leader in March 2021 to meet business needs.

• Led wider team across two departments Projects team (2 staff including myself) and IT Support team (5 staff).
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
• Implemented new/updated business systems to improve workplace automation and efficiency.
• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Advised clients on methods, technologies, process improvements and training that would increase overall business potential.

In all my positions at CROFTI:

• Worked flexible hours across night, weekend and holiday shifts as required for project/service delivery.
• Used coordination and planning skills to achieve results according to schedule.
• Learned new skills and applied to daily tasks to improve efficiency and productivity.
• Resolved problems, improved operations and provided exceptional service.
• Led projects and analyzed data to identify opportunities for improvement.
• Provided detailed technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
• Maintained clear communication with precise technical writing to document and inform critical processes.

• Part time position while attending university
• Answered calls pertaining to customer requests and correspondence with individual members of the team.
• Data entry pertaining to job costing in custom ERP solution - Entering up to 50 - 60 invoices per day.
• Data entry pertaining to business accounting system (MYOB) - Entering up to 50 - 60 invoices per day.