MELISSA SKI

Customer: Melbourne Airport (Australia Pacific Airports Corporation)

· Managed Service Provider (MSP)

· Provide service to one of the most complex Melbourne organisations, leading an Ethan onsite delivery team as well as provide governance and facilitate engagements with Melbourne Airport corporate IT staff.

· Ensure the delivery of contracted services is performed to a level that ensures customer satisfaction and retention.

· Part of the Ethan customer account team, working closely with the Account Executive, Service Delivery Manager, Client Leads, and the Ethan Project Management, Professional Services, and Managed Services teams.

· Ensure onsite and internal technical delivery teams are focused and achieving all technical deliverables, providing exceptional customer service, and meeting all service obligations including Service Level Agreements (SLA’s) enabling the account team to remain focused on the client services relationship and end to end contract performance.

Operations and Service Management

· Technical leadership and provision of exceptional technical delivery results in line with the customer’s contracted services.

· Identify customer needs and feedback to oversee service delivery within the business context, providing a strong platform for further business growth.

· Seek opportunities to be the customers’ partner making recommendations that increase and drive the profitability of the customers’ contract.

· Manage an onsite delivery team of Level 1 through to Level 3 Technical resources across all technology layers. Work with remote support teams to execute exceptional delivery standards to the customer.

· Support incident, problem, change and other processes to customer-required outcomes.

· Oversee customer-related major incidents and provide appropriate post-incident reports, improvements, and corrective actions.

· Manage Service Management processes within an ITIL-based framework, advocate for the Service Management framework and guide an extended Technology delivery team in the use and application of the framework.

Performance and Quality Management

· Analyse, Identify and Report on trends and insights.

· Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.

· Identify and register ICT/Technology service risks, working with the customer to identify, prioritise and plan mitigation strategies.

· Monitor the performance of core ITIL functions, including Incident, Request, Problem and Change, and drive delivery teams to ensure that Ethan achieves all contracted service obligations.

· Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.

Customer Advocacy

· Deliver a high level of service and customer advocacy to drive customers to be promoters of Ethan Group in the market.

· Educate the customer in Ethan Group processes, technologies, and services advocate and promote the service management framework implementation for the customer.

· Drive regular reviews with Ethan Managed Service Client Leads to ensure that Ethan staff develop and maintain a solid understanding of customer environments, of any active risks and issues.

· Work with the Service Delivery Managers to execute tasks within the business that report on and drive customer satisfaction such as service improvement initiatives and customer surveys.

· Develop a holistic view of the customers’ service and product consumption and contribute towards the identification of improvements. Working both with the customer and internal business units to execute these as required.

Customer: 7-Eleven

• Managed Service Provider (MSP)
• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Manage a team of 10 Microsoft L1/L2/L3 engineers supporting Microsoft Office 365 suite applications, Exchange, Azure AD, Intune/Endpoint Management (Surface Pro & iPhone devices)
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Dedicated Service Delivery Management for customer 7-Eleven
• Maintain positive relationships with 7-Eleven IT Operations & SDM teams
• 1st escalation point for 7-Eleven account – ensuring all teams within BC & 7-Eleven have open communication/updates for incidents/requests
• Lead teams, manage conflict, ensuring the team's processes & tasks are carried out efficiently
• Ensure all teams SLAs are met - onsite End User Compute (EUC) & remote Blue Connections Microsoft Services Consultants (MSC)
• Ticket triage, allocations & management for EUC & MSC teams
• 7-Eleven M365 and Adobe license procurement
• Create and present monthly services report pack for three 7-Eleven Managed Services Agreements
• Reporting to the executive level about business-related results, deadlines, and projects
• Assist 7-Eleven Corporate Technology Services (CTS) Level 1 support team with ticket escalations
• Ensure compliance of service delivery by MSP within scope of responsibility, in accordance with defined service levels agreement (SLA), and contractual obligations
• Immediate response for priority 1 & 2 incident tickets using ConnectWise & ServiceNow
• Proactively monitor and measure service performance and metrics on a day-to-day basis to ensure optimal service delivery
• Create and submit Change Request documentation to 7-Eleven Technical Change Management forum for approval to implement changes
• Create, submit & present Post Incident Review (PIR) documentation
• Create internal process documentation for all teams (CTS/EUC/MSC) i.e., Major Incident Management (MIM)
• Assist “Pay & Go”, “Micro Market” and “StoreMate” projects roll out to 7-Eleven stores providing hardware hyper care upon project completion
• Achievements in positive technical and business outcomes & high levels of customer satisfaction
• Recommend service improvements across the 7-Eleven portfolio to enhance IT processes ensuring 7-Eleven staff have a seamless corporate IT support experience
• Assessing customer feedback to establish, improve, and refine services
• Communicate and interact effectively at various levels of the organisation including senior leadership, business stakeholders and technical subject matter experts
• Instill a sense of urgency in driving tickets/projects to completion, escalate issues as needed by other vendors, internal IT teams and senior leadership
• Build effective relationships with partners and vendors to understand and commit to organisational goals, promote goodwill and collaboration amongst teams and lead by example
• Demonstrate accountability for meeting commitments and deadlines
• Demonstrate alignment of principles, values, and behavior with expected organisational culture and values
• Investigating problem areas, the customer experienced through problem management tickets
• Identifying obstacles that are disrupting workflow
• Motivate and supported employees
• Handle complaints and feedback from the client managing client satisfaction based on user experience
• Hire and train level 1 technical support staff
• Provide leadership, insight, and mentoring
• Conduct regular one-on-one meetings reviewing performance and priorities, Course - Certificate in Cyber Security, offering a suite of services to achieve the ideal ICT solution for not-for-profit, government and corporate organisations
• Meetings with key business stakeholders accompanied by our technical projects team
• Determining an organisation's requirement for an IT Strategy, Unified Communications Strategy, or IT Health Checks
• Determine if an organisation requires Dog and Bone to go to market on their behalf with Telecommunications or WAN tendering, Benchmarking or RFP preparation
• Consultative selling ensuring ICT systems are optimal with Dog and Bone's ongoing support services such as Telco Management as a Service (TMaaS), Chief Information Officer as a Service (CIOaaS) and Project Management as a Service (PMOaaS)
• Provide ongoing support to a well-established client base from pre to post sales and ongoing by being the first point of contact
• Visiting regular and prospective organisations to establish and act on selling opportunities
• Owning sales cycle end-to-end: Prospecting, identifying needs, proposing solutions, product and/or service selection and recommendation, proposal writing, quoting, negotiation, follow up, presenting, closing
• Utilising my technical skills to implement and configure Pipedrive CRM for the organisation.

• Passed - Certificate in Cyber Security Practical Skills
• Collaborated on group projects to complete professional deliverables.
• Presented capstone project as a final independent project undertaken designed to assess the skills, knowledge, and expertise acquired.

• REDUNDANCY DUE TO COVID-19)
• Collaborated with cross-functional teams to establish customer success programs.

• On-site consultant for customer Manheim (Cox Automotive Group)
• Reduced downtime by proactively addressing potential issues through regular system maintenance and updates.
• Increased client satisfaction by providing timely and effective troubleshooting support for various technical problems.
• Acting IT Service Desk Team Leader managing three Service Desk Analysts
• Reporting on ITIL Framework review and Service Desk review
• Consulting with the business to understand and define business IT needs and translating them into business processes and system needs
• Utilising various methodologies (such as workshops, user stories) to gather requirements and drive target solutions
• Work with the IT team to develop appropriate solutions to meet business requirements
• Completion of Service Desk maturity assessment based on ITIL Framework; presenting to CIO of gaps found in the current Service Desk model
• Completion of Service Elements Current and Desired State Assessment
• Creation of Service Desk procedures & policies documentation i.e., Major Incident Management Procedures; SLA's
• Creation of Problem Management Register
• Daily/monthly reporting on Service Desk incidents & requests
• Managing external vendors to ensure compliance with managed service agreements
• Implementation of JIRA ticketing system with the ability to quickly prioritise issues based on impact and urgency
• Assisting Project Manager and Infrastructure Manager implement new Mitel phone system at all sites across Australia and New Zealand.

· ICT Account Manager offering a suite of services to achieve the ideal ICT solution for not-for-profit, government and corporate organisations.

· Meetings with key business stakeholders accompanied by our technical projects team.

· Determining an organisation's requirement for an IT Strategy, Unified Communications Strategy, or IT Health Checks.

· Determine if an organisation requires Dog and Bone to go to market on their behalf with Telecommunications or WAN tendering, Benchmarking or RFP preparation.

· Consultative selling ensuring ICT systems are optimal with Dog and Bone's ongoing support services such as Telco Management as a Service (TMaaS), Chief Information Officer as a Service (CIOaaS) and Project Management as a Service (PMOaaS).

· Provide ongoing support to a well-established client base from pre to post sales and ongoing by being the first point of contact.

· Visiting regular and prospective organisations to establish and act on selling opportunities.

· Owning sales cycle end-to-end: Prospecting, identifying needs, proposing solutions, product and/or service selection and recommendation, proposal writing, quoting, negotiation, follow up, presenting, closing.

· Utilising my technical skills to implement and configure Pipedrive CRM for the organisation.

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.

• Managed Service Provider (MSP)
• The key responsibilities of this position are to respond to support issues, solve technical problems and deliver infrastructure and cloud based problem-solving as part of a tight-knit Service Delivery Team
• Remotely supporting customer IT systems, networks, desktops, servers, virtual and cloud environments
• Working on Microsoft Active Directory, Office 365, Veeam, Shadow Protect & general PC and network infrastructure
• Responding to requests submitted via phone or ConnectWise ticketing system in a fast, friendly manner with the ability to explain technical situations to non-technical individuals
• Identify, research, and resolve technical problems
• Analyse and resolve incidents and requests regarding use of application software or hardware
• Analyse and resolved IT problems to achieve complete resolution for customers with minimal productivity loss
• Track incidents and requests from identification through resolution
• Follow up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and customer communication is complete
• Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.

• Managed Service Provider (MSP)
• Technical Lead for customers: Family Planning Victoria, Corrs Chambers, HealthCare Australia, John McGrath Auto Group, Maurice Blackburn Lawyers
• Responsible for BAU maintenance, incident resolutions, incident escalations and improvement of Ethan Group Managed Services Customer's servers and desktop environments
• This includes vSphere virtual machines, Windows server administration, 3rd party customer applications
• Fast response to escalated customer tickets using ConnectWise adhering to customer SLA's
• Achievements in positive technical and business outcomes and high levels of customer satisfaction
• Recommending service improvement across the customer portfolio
• Responsible for all customer issues escalated from Service Desk with the responsibility to escalate to a senior engineer when required
• Interaction with both internal and external parties to resolve customer issues
• Support for the following systems and applications: Avamar (backups), vSphere (VMs), Symantec Endpoint Protection (security), Windows Server 2003-2012 R2, Windows OS 7/8/10, WebGuard/MailGuard, Active Directory and Group Policy, Microsoft Office 365/Outlook/Exchange, Best Practice, Health Link, All Talk.
• Improved system performance by identifying and resolving technical issues in a timely manner.
• Completed software updates and assessed security patches for optimized computer use.

• Successful application of 1st and 2nd level technical support by providing timely and ongoing day to day support of Manheim information technology across Australia and New Zealand via phone, remote access (VNC) and onsite support
• Internal staff support to 500+ users
• Effective management of individual and team call queues
• Processing of incoming requests and incidents using Dell KACE
• Regularly update internal clients on the progress of their requests via phone or email or Dell KACE, providing exceptional customer service
• Apply technical knowledge to effectively analyze and resolve problems
• Develop and maintain key working relationships
• Contribute to the Major/Critical Incident Management process to ensure timely resolution to key stakeholders
• Installation, maintenance, and administration of IP Telephony, IPFX software and Cisco handsets
• Cable management - patching data and IP Telephony
• Desktop and notebook hardware support
• Imaging desktop, notebooks and servers and Microsoft Surface Pro devices
• Android and Apple OS mobile technology support
• Microsoft Office and Office 365 Administration and support.
• Improved customer satisfaction by efficiently diagnosing and resolving technical issues.
• Provided exceptional technical support for software and hardware, resulting in reduced downtime for clients.

• Successful implementation of “Simulcast 2”, a new auction and online bidding system for Manheim customers in Australia and New Zealand
• The “Simulcast 2” project was a cross-continent effort, with the Manheim UK team guiding the Kingfisher development team in Scotland, to develop and configure the platform for Australian and New Zealand markets
• Resulting in an increase of online bidders by 85%
• Successful management of a national audit and roll out of new printers and multifunction devices, new Android and Apple mobile devices & Cisco IP Telephony

• Provide Independent, top tier Private and Government schools with IT solutions that are highly responsive, tailored to customer's needs as well as delivered and serviced in a personal way
• Continued development of 10 key accounts within the region of Victoria
• Grow business within accounts operating specifically within the education sector focusing on selling Education IT Support Services, Engineering Project Services, Managed cloud services, identifying school's preference for a 1 to 1 program or BYOD solution and positioning Computelec as the preferred supplier within schools for procurement of IT products
• Manage 1 to 1 Program for existing client base
• Educate customer base about new technologies
• Maintain open communication between all the key people involved in all opportunities and projects
• Use of Salesforce CRM system for updating leads and prospects with creation of quotes and proposals
• Liaise with internal staff for support, reporting, resourcing of projects as required
• Strong focus on customer service to ensure timely response to enquiries, tenders, proposals, and quotes
• Build and manage relationships at an association level to grow higher level business opportunities
• Kept relationships with customers positive and open by reaching out regularly to check on needs and offer solutions
• Liaise with vendors and distributors to obtain product and pricing information for sales quotations
• Vendors included: HP, Meru, APC, Cisco, PC Locs, Symantec, Adobe, Sophos, VMWare, Microsoft, Toshiba, Samsung, and Google (Chrome)
• Attended special events, conferences and trade shows to represent company, showcase offerings and bring in new customers
• Distributors included: Dicker Data, Ingram Micro, Avnet, Annuity Systems, Whitegold, Express Data, Alloys, Global Avenue
• Weekly sales reporting of movement in sales opportunities and closed opportunities using Salesforce to provide reports on a variety of metrics
• Owning sales cycle end-to-end: Prospecting, identifying needs, proposing solutions, product and/or service selection and recommendation, proposal writing, quoting, negotiation, follow up, presenting, closing
• Retained 90% of accounts
• Self-education completing courses: VMWare (VSP 5) Sales Professional Certification, Symantec Sales Expert Certification – Backup Exec, HP Sales Certified – Networking.

• Sell a telecommunications solution to a self-generated, referred & existing client base
• Effectively up sell and cross sell in alignment with client needs
• Manage & retain a portfolio of high-yielding accounts
• Approximately 80 accounts
• Develop strong relationships with key decision makers and provide a quality after sales service
• Having a strategic approach to developing new business and managing an existing client base
• Having full awareness of the competitive environment and emerging technologies
• Proactively identify Accounts with revenue shrinkage to address any ‘at risk' customers and reach out to these accounts to ensure they are retained
• Proactively conduct strategic account reviews with all assigned customers on a regular basis to review service needs and usage trends
• Identify products and pricing that meet customer needs and business objectives
• Conduct reviews/billing disputes and credits with strategic customers upon request
• Retain accounts through the development of strong relationships with key decision makers
• Ability to create and maintain documentation required for set KPI's i.e
• Weekly sale forecast, activity reports & account plans
• Ability to effectively manage customer & staff relationships, promptly respond to queries, ensure promises are kept and manage expectations.

• Sell a telecommunications solution to a self-generated, referred & existing client base
• The ability to hit & exceed a set KPI's per month in the most positive and effective manner
• Consult with current and potential clients to determine technology requirements
• Maintain key customer contacts, service accounts and build account strategies including keeping clients informed of new product developments
• Provide after sales support
• Training for clients post installation of phone systems
• These sessions include training groups in the use of telephony hardware & software
• Training management & IT departments on the end user applications
• Proactive in management of clients with an initiative & drive to resolving problems
• Participate in online classes & exams at Avaya University to continuously self-educate the technical aspect of the products & business.

• Sell a 15/30 second slide advertising package to a self-generated client base on behalf of Hoyts Corporation
• Managing existing & new client accounts
• Generate 20 leads per week through cold calling over the phone & in person, resulting in a presentation to a potential client to close on the same day
• Strong communication skills, as well as strong presentation, negotiation, and people skills, which was proven to be successful in maintaining client relationships
• Construct an in-depth creative brief to assign to a production team to produce an advertisement that will stand out from competitors
• Preparation and management of client quotations and contracts for renewals and future campaigns.

• Assisted customers with various types of technical issues via email, live chat and telephone
• Supported customers with online billing, access and account issues
• Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.