Rob Baker
Brookvale,NSW
Summary
Highly driven and results-focused technical operations manager with a passion for achieving customer success, both internally and externally. Proven team leader with experience in developing teams and strong organizational skills. Exceptional team leadership qualities enable motivation of team to consistently exceed deadlines with accuracy and attention to detail, always striving for higher achievements. Collaborative professional who enjoys working alongside senior managers to enhance customer service. Naturally inquisitive nature thrives on root cause analysis and investigations, taking a hands-on approach to supporting and maintaining systems, incidents, and problem management. Solid experience across diverse range of technologies with unparalleled skills in finding technical solutions.
Overview
10
10
years of professional experience
Work History
Product Support Manager | Project Manager
Next Payments
11.2021 - Current
- Collaborated with executive leadership on strategic planning initiatives to drive business growth on POS and Payment products.
- L3 escalation point for POS and EFTPOS solutions.
- Using combinations of Waterfall and Agile methodologies, oversaw all aspects of complex project delivering the latest in EFTPOS terminal technology.
- Implemented data-driven decision-making processes, leveraging analytics to optimise operations.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Improved overall productivity by introducing innovative process improvement initiatives.
- Ensured compliance with industry regulations and company policies, mitigating potential risks.
- Spearheaded continuous improvement projects, resulting in enhanced business performance.
- Developed key project goals and worked collaboratively with teams to meet those goals.
- Internally, I worked closely with Project Sponsors, and all other departments involved to adhere to budget.
- Proficiency with API integrations and documentation tools like Postman, Redocly and Swagger.
Service Operations Manager
mx51 Pty Ltd
01.2019 - 11.2021
- Lead the technical servicing team who support a range of 'Payment as a Service' products across financial institutions, including Westpac Presto
- The technical servicing team has continuously achieved 100% compliance of support SLAs across the last 18 months
- Created and streamlined the technical servicing team by re-engineering the existing structure of the personnel to provide a scalable team important to the success of quick growth with customer acquisition.
- Up-skilled existing team members in technical knowledge and refocused the support strategy required to meet high-performance SLA's
- Recruited and on-boarded new team hires focusing on quick speed to competency
- Developed data reporting tools showing key areas for the team to focus on as well as executive level visibility
- Developed and rolled out a company wide incident response plan which mitigates financial risk to the company, and reduces incident resolution time
- Worked closely with the leadership team to acquire new partners and assist with compliance and risk management due diligence
- Level 3 escalation point for customer and complex technical issues
- Assisted the company de-merge and transition into a new entity by project managing and on-boarding all critical business systems
- Established and maintained key relationships with stakeholders internally and externally
- Built and maintain proactive support dashboards to provide customer-focused information to the leadership team.
Training and Product Specialist (Contract)
MYOB
03.2019 - 12.2019
- Developed and rolled out the internal training program for Sales and Development teams, improving client and partner value
- Facilitate instructor-led training on MYOB software to over 2,000 SME clients
- Maintain internal systems and hardware for efficient training delivery
- Consistent learning and development to keep up to date with current legislative Fair Work awards and ATO guidelines.
Technical Operations Manager (Contract)
Medical Media
01.2018 - 01.2019
- Managed the technical support team who maintained advertising technology across 420 medical centres nationally.
- Consistently meet support KPI targets and uptime SLA's by:
- Creating strategic and proactive contact and support communication plan to ensure downtime was minimised
- Developing the support team by providing technical coaching strategies which allowed easy adherence by non-technical staff in the medical centres
- Implemented a replacement ITSM system, providing better tracking of incidents and added reporting functionality
- Building strong relationships with external contracting partners
- Provided ongoing process improvements and training across all areas of the business in managing the incident response process
- Development and delivery of training resources for help-desk activity
- Level 3 Technical Escalation for team members and other areas
- Wrote processes, workflows, and documentation for the service desk environment
- Developed and presented reports and analytical data at board meetings.
Technical Project Manager
Max Computing Services
01.2016 - 01.2018
- Senior consultant for schools and businesses in Sydney
- Improved processes within the sales cycle, to provide customers with a positive experience and ultimately deliver projects on time
- Successfully managed several projects for key customers and provided excellent post-sales service
- Built solid relationships with businesses and teaching staff to implement system changes with a positive impact on productivity
- Provided valuable advice to business owners with networking solutions, phone systems, email platform, and cabling solutions
- Completed training sessions for internal staff members and customers.
Head of Customer Success | Head of APAC Support
Revel Systems POS
01.2015 - 01.2016
- Head of Customer Success, leading 12 Client Success Managers across APAC who were responsible for implementing and training customers through the on-boarding process.
- Head of Support, leading 7 technical support agents who assisted 350 customers with their POS software and hardware issues
- Focusing on the customer experience from the signed deal through to the post-sales support experience
- Responsible for developing customer relationships that promote retention and loyalty.
- Providing hands-on support leadership, with experience around support SLA's and processes
- Developed the teams technical networking knowledge.
Education
Networking Essentials -
Cisco Networking Academy
Online09.2021
ITIL v4 Foundations in IT Service Management -
PeopleCert
Sydney02.2020
CCT9 -
Jamf
Sydney01.2017
ACSP OSX 10.6-10.11 -
Apple
Sydney01.2016
Cert IV - Technical Support -
TafeNSW
Brookvale, NSW01.2003
Cert IV - Client Support -
TafeNSW
Brookvale, NSW01.2003
HSC -
Mater Maria College
Warriewood, NSW01.1997
Skills
- Attention to Detail
- Problem-solving abilities
- Excellent Communication
- Organizational Skills
- Relationship Building
- Interpersonal Skills
- Professionalism
- Continuous Improvement
Volunteering
SES is the lead agency for flood, storm and tsunami in NSW.
- Servicing the local community by participating in rescue operations
- Keeping upskilled with training in:
- Flood, Storm and Tsunami operations
- Height Safety
- Chainsaw
- Search and Rescue
- Operations Centre support
- Incident Management
References
References available upon request
Timeline
Product Support Manager | Project Manager
Next Payments
11.2021 - Current
Training and Product Specialist (Contract)
MYOB
03.2019 - 12.2019
Service Operations Manager
mx51 Pty Ltd
01.2019 - 11.2021
Technical Operations Manager (Contract)
Medical Media
01.2018 - 01.2019
Technical Project Manager
Max Computing Services
01.2016 - 01.2018
Head of Customer Success | Head of APAC Support
Revel Systems POS
01.2015 - 01.2016
Networking Essentials -
Cisco Networking Academy
ITIL v4 Foundations in IT Service Management -
PeopleCert
CCT9 -
Jamf
ACSP OSX 10.6-10.11 -
Apple
Cert IV - Technical Support -
TafeNSW
Cert IV - Client Support -
TafeNSW
HSC -
Mater Maria College
Similar Profiles
Jordan SmithJordan Smith
District Manager at Heartland Payments A Global PaymentsDistrict Manager at Heartland Payments A Global Payments
Joey McAleerJoey McAleer
Director of Integrated Partnerships - ECommerce at EVO Payments/Global PaymentsDirector of Integrated Partnerships - ECommerce at EVO Payments/Global Payments
Vamsi Krishna K PVamsi Krishna K P
Senior Associate - DevOps Engineer at National Payments Corporation of IndiaSenior Associate - DevOps Engineer at National Payments Corporation of India