Summary
Overview
Work History
Skills
Timeline
Generic

LUKE LAMONT

Project Manager - Service Delivery
South Melbourne

Summary

Experienced Project Manager with a strong ability to streamline business operations, manage finances, and optimize resources for seamless project execution. Skilled in adhering to timelines and budgets, proactively identifying challenges, and implementing effective solutions. With expertise in telecommunications, provisioning, and project implementation, I bring both technical knowledge and a hands-on approach. Known for being hardworking, solutions-focused, and maintaining a positive, collaborative attitude.

Overview

13
13
years of professional experience

Work History

Project Manager

EComms
09.2022 - Current
  • Successfully managed multiple projects simultaneously, including telecommunications provisioning, phone system installations, and network implementations, by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
  • Prepared detailed reports on project status for stakeholders, ensuring transparency and alignment with objectives.
  • Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
  • Completed projects within tight deadlines, coordinating team efforts and prioritizing tasks effectively.
  • Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team's ability to deliver results.
  • Planned, designed, and scheduled phases for large projects, such as network implementations and phone system upgrades, ensuring seamless integration and minimal disruptions.
  • Monitored project performance to identify areas of improvement and make adjustments, particularly in telecommunications provisioning and infrastructure scaling.
  • Developed comprehensive Microsoft Project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
  • Provided detailed project status updates to stakeholders and executive management.

Project Manager - Service Delivery

BTB Australia
02.2019 - Current
  • Assist with production of project updates and dashboards for the Project and Senior Leadership Team
  • Day-to-day budget management for projects, supporting contract and project managers in efficient management of resources and finances. Escalate financial risks as appropriate.
  • Work with internal teams to ensure handover to support is consistent and timely
  • Manage E2E delivery of new phone systems, network implementation and hardware installations to ensure timely and accurate delivery
  • Experienced in using multiple CRM's including Salesforce, Connectwise.
  • Developed and initiated projects, managed costs and monitored performance.
  • Met project deadlines without sacrificing quality and established a clear and attainable schedule with identifiable milestones
  • Maintained relationships with material vendors to lower costs and diversify capabilities.
  • Accelerated progress by continually reviewing performance, budgets and project timelines.
  • Modified and directed project plans to meet organizational needs.
  • Planned, designed and scheduled phases for larger projects.
  • Managed projects from procurement to commission.
  • Made decisions independently and collaboratively on sales-related challenges.
  • Facilitated communication between internal teams, contractors and vendors for project cohesion.
  • Provided technical and operational direction in project challenges, consistently meeting deliverables according to deadlines.
  • Identified plans and resources required to meet project goals and objectives.
  • Achieved project deadlines by coordinating with contractors to manage performance.

Project Coordinator

V4 Telecom
08.2018 - 12.2019
  • Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
  • Place and manage Field Sales (FS) deals end to end
  • Created job files for each project and maintained current data in each file.
  • Responded to requests for information on materials to inquiring parties.
  • Ensure all written process documents are followed 100% in practice
  • Where required create new accounts in Genex billing platform
  • Place orders with hardware suppliers after proof checking signed paperwork for any errors, completing welcome emails and welcome letters by post including record of reference numbers & completing after care Quality Check calls
  • Provisioning of SIP, NBN, ADSL, PSTN & Mobile services from carrier submission through to entering into Genex and ensuring correct billing and delivery of solution to the customer
  • Planning and booking of installation with the third-party contractors after proof checking margin & ; circa costs, complete early stage negotiations successfully with client on any install costs, get signed service completion signed by Engineer and the actual account holder at customer’s end, upon completion of solution delivery in full
  • Place service orders & provision any necessary services accurately with carriers’ end to end incl
  • Any follow ups needed
  • Ensure billing is accurate on Genex
  • Ensure final delivery of current and previously signed field sales clients
  • Ensure that SLA’s are met on all FS orders of a 45 day’s delivery from order signed date, from signed orders to solution fully delivered within 45 days including alternate options if NBN is unavailable
  • Ensure that FS Orders meet basic GP & margin requirements by monitoring and managing installation costs alongside hardware requirements, efforts to reduce costs where applicable
  • Work with Level 1 Provisioning team to assist in general provisioning tasks and existing FS client support requests
  • Serve as technical escalation point for Level 1 for both provisioning and technical faults of FS clients
  • Maintain correct and current records in both billing platform (Genex) and client helpdesk ticketing system (Spiceworks)
  • Deliver a daily report on all open Field Sales orders

Service Assurance Analyst

Inspired Broadband
03.2017 - 01.2018
  • SIP Trunk/Cloud-based PBX provisioning
  • Creation of customer accounts post sale
  • Supervision of an outsourced team to ensure tickets are being completed quickly and effectively
  • In-house configuration of Grandstream desktop phones & cordless phones
  • Setup, configuring and testing of Grandstream PBX’s before dispatch
  • Providing escalated support to on-site technicians during initial phone system installation
  • Diagnosing and solving hardware and software problems
  • Remote support via Teamviewer
  • VOIP troubleshooting
  • NBN/ADSL/ULL and EFM support depending on customer’s setup
  • Reporting of hardware dispatch details and tracking
  • Submitting and follow-up of customer VOIP port ins/outs.

Provisioning Analyst

Smart Business Telecom
10.2014 - 02.2017
  • Providing Level 2 technical service, solutions and support to the networks infrastructure, products and services provided by Telstra
  • Proficiency with VoIP & NBN technologies troubleshooting
  • Supervision of an outsourced team to ensure tickets are being completed quickly and effectively
  • Configuration experience with ADSL & NBN Routers
  • Providing escalated support when required
  • Diagnosing and solving hardware and software problems
  • Proficient in using third party provisioning tools ie
  • LOLO, LOLS, SPQ
  • Detecting the ISP faults
  • Provisioning Broadband services
  • Placing Broadband, NBN and PSTN orders Relocations, cancellations, ISDN’s & inbound services
  • Ensure that all customer requests are registered, prioritized, assigned, tracked and resolved in accordance with service level agreements
  • Troubleshoot a wide range of technical support issues and connectivity problems such as authentication, connection speed, connection quality, E-mail configuration, and loss of synchronization
  • Providing Email Hosting and Domain management Support via remote support
  • Provisioning Optus and Telstra MBB and Mobile Services
  • Troubleshooting and managing customer faults efficiently & effectively
  • Negotiating, communicating and behaving empathically to calm aggressive customers by taking ownership of their cases and fixing their faults properly and effectively
  • Communicate with our customers to exchange incident or status information
  • Liaise with 3rd party service provider help desks to assign, track and escalate incidents
  • Inform 3rd party (Telstra) support group of incidents, ask them for the actions they will perform, regularly check with third party or support group the status and provide feedback for the customer
  • Meeting Productivity and quality performance measures related to the role
  • Installation of IT Hardware and software on users computers.

Customer Service Operator/Retention Agent

Smart Business Telecom
05.2012 - 11.2014
  • Providing general account level support to customers
  • Liaising with different departments to determine the best call outcome’s for the customer, eg
  • Provisioning/Sales/Billing/Winback
  • Maintaining professional call conduct to ensure the customer satisfaction with the call experience
  • Meeting daily KPI’s for calls taken, direct debit sign-up’s and on call upgrades
  • Being able to provide knowledgeable information on business processes to convey to the customer
  • Retaining potential customer losses
  • Extensive knowledge of company billing systems
  • Identifying end users issue’s and providing efficient solutions.

Skills

  • Service Delivery Excellence
  • On-Time Project Execution
  • Complex Project Management
  • Hardware Planning at the Project Level
  • Project Estimation and Quoting
  • Fast Learner with Adaptability
  • Analytical Problem-Solving
  • Strategic Planning and Scheduling for Large-Scale Projects
  • Project Planning and Development
  • Resource Allocation and Goal-Oriented Planning
  • Comprehensive Project Tracking and Monitoring

Timeline

Project Manager

EComms
09.2022 - Current

Project Manager - Service Delivery

BTB Australia
02.2019 - Current

Project Coordinator

V4 Telecom
08.2018 - 12.2019

Service Assurance Analyst

Inspired Broadband
03.2017 - 01.2018

Provisioning Analyst

Smart Business Telecom
10.2014 - 02.2017

Customer Service Operator/Retention Agent

Smart Business Telecom
05.2012 - 11.2014

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LUKE LAMONTProject Manager - Service Delivery