Rosanna Turci
Adelaide,SA
Summary
Highly-motivated employee with 15 years experience in the IT sector, with desire to take on new challenges. Strong skillset in management, ITIL, IT service management, scheduling and project management. A very strong work ethic, adaptability and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sales Officer
Williams technology
Adelaide, SA
01.2024 - 05.2024
- Developed strategies to increase sales and market share.
- Identified customer needs and developed customized solutions.
- Analyzed customer feedback to improve product offerings.
- Built relationships with key clients through regular contact.
- Provided exceptional customer service throughout the entire sales process.
- Utilized CRM software to track prospects, manage accounts, and follow up on leads.
Service Delivery Coordinator
5G Networks
Adelaide
04.2023 - 01.2024
- Scheduling jobs within SLA, finding resources for jobs, reporting of jobs and breeches, managing internal support jobs, escalating jobs, organizing onsite visits with clients and engineers, scheduling across Australia wide and in a timely manner, organizing Data center access jobs, training co-workers in using internal systems client interactions, ensuring our customers are receiving service using different platforms across client base.
- Developed and maintained service delivery plans for all customers, ensuring objectives were met and exceeded.
- Created and monitored customer service performance metrics to ensure quality of service.
- Provided support to customers in resolving technical issues related to services offered.
- Conducted regular meetings with stakeholders to discuss progress on key initiatives and areas of improvement.
- Analyzed customer feedback and provided recommendations for process improvements in order to enhance the customer experience.
- Identified opportunities for cost savings while maintaining high levels of customer satisfaction.
- Prepared reports on operational performance and presented findings to senior management team members.
- Collaborated with internal teams such as sales, marketing, operations, and finance departments to ensure successful implementation of new services.
- Assisted in developing training materials for staff members involved in service delivery activities.
- Worked closely with vendors to ensure timely resolution of any problems or issues that arose during the provisioning process.
Service Desk Team Leader
5G Networks
01.2020 - 01.2022
- Recruitment, SLA reporting, Team performance reporting, client meetings, team one on one meetings, running training sessions on upskilling team, ticket management, organizing work for the team, communicating goals, delegating tasks, training sessions within the team, allocating and managing resources, problem solving, Rosters, Coaching the team for future development, motivating the team to upskill
- CSAT feedback targets, creating policies, handling customer complaints, assisting team on calls, assisting with changes
- And advocating for team needs.
- Provided technical guidance and support to Service Desk staff members.
- Monitored the performance of service desk operations, ensuring high quality customer service.
- Developed and implemented strategies for improving customer service delivery processes.
- Conducted regular team meetings to review progress and discuss any issues or concerns.
- Coordinated with other departments to resolve customer inquiries in a timely manner.
- Assisted in the recruitment, training, and development of new Service Desk personnel.
- Resolved escalated customer complaints promptly and professionally.
- Analyzed customer feedback data to identify areas of improvement in services provided by the Service Desk.
- Created reports on daily call volume trends and system utilization metrics for management review.
- Maintained accurate records of all incidents reported to the Service Desk team.
- Ensured that team members were adhering to established policies and procedures related to customer service delivery.
- Reviewed pending cases on a daily basis, providing assistance as needed to ensure resolution within established SLAs.
- Carried out onboards, offboards and performance reviews of staff members. Recuiting staff processes.
Service Delivery Coordinator
5G Networks
Adelaide, SA
01.2018 - Current
- Scheduling jobs within SLA, finding resources for jobs, reporting of jobs and breeches, managing internal support jobs, escalating jobs, setting up reporting, approving and analyzing timesheets, timesheet training and support, reports for effective rates, audit on client jobs, ensuring jobs are chargeable work
- And assisting Service delivery coordinators.
- Managed service delivery expectations.
- Managed a team of Service Delivery Analysts to ensure customer service delivery goals were met.
- Ensured that all Service Delivery Associates followed company policies and procedures related to service delivery activities.
- Supervised staff to ensure efficient service delivery.
- Monitored service delivery standards against industry benchmarks.
- Evaluated customer feedback regarding service delivery quality.
- Investigated customer complaints regarding service delivery issues.
- Developed strategies for optimizing service delivery operations.
- Implemented strategies to support customer service delivery.
- Analyzed customer feedback to improve service delivery.
- Created customized strategies to improve service delivery.
- Managed customer expectations throughout service delivery process.
- Developed strategies to improve customer service delivery.
- Coordinated with vendors to ensure quality service delivery.
- Established standards of excellence for customer service delivery.
Service Desk Analyst Managed Services
Datacom Systems
01.2013 - 01.2018
- Request, incident fulfilment and resolution, working with SLA, troubleshooting technical issues, installing software, configuring email accounts, requesting approvals for changes, adds, and modifying, server checks, installing printers, creating users in Active Dictionary, raising high severity cases, unlocking accounts permissions for folders and servers, creating documentation, and creating reports in ESS.
- Identified root cause of incidents and problems and implemented appropriate solutions accordingly.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Provided remote assistance to customers when required via phone or remote desktop tools.
- Responded promptly to customer emails regarding any IT related queries.
Education
Emerging Leaders -
Proteus
Adelaide07-2022
MS - SC-900T00 Microsoft security, compliance, & Identity fundaments. -
01.2021
ITIL - DDLS V4 -
01.2020
Certificate IV In Project Management -
TAFE SA
01.2010
Skills
- Active Directory skills
- ConnectWise
- Hubspot
- SCCM roll out of software
- Microsoft Office packages
- ServiceNow
- Fresh Service
- Bright gauge reporting
- Advanced PC Skills
- Management systems
- Team Management
- Escalation management
- Service Level Agreements
- Analytical person
- Incident Management
- Coaching and Mentoring
- Client Relationship Management
- Documentation Development
- Customer Needs Assessment
- Supply Management
- Reporting and analysis
- Incoming Call Management
- Service Schedule Coordination
- Project Coordination
- Customer Service
- Account Management
- User Training
- Call Management
- Technical Documentation
- User Support
- Delivery Management
- Relationship Building
- Adaptability and Flexibility
- Teamwork and Collaboration
- Customer Communication and Empathy
- Written Communication
- Effective Communication
- Support Services
- Strong Engagement Skills
- Ability to Work Effectively
Languages
- English, Native language
- Italian, Can read and speak.
References
- Eden Consigliere, HR, 0431462117
- Tex Doonan - Dispatch Team Leader -0468 456 868
- Ella Jones - Service Delivery Leader - 0490 077 536
- Lewis Woster, National Assurance Manager, 0404775872
Certification
- WWCC Check - Cleared - Exp: 2029
- Police Check - Cleared - Exp: 2029
Timeline
Sales Officer
Williams technology
01.2024 - 05.2024
Service Delivery Coordinator
5G Networks
04.2023 - 01.2024
Service Desk Team Leader
5G Networks
01.2020 - 01.2022
Service Delivery Coordinator
5G Networks
01.2018 - Current
Service Desk Analyst Managed Services
Datacom Systems
01.2013 - 01.2018
Emerging Leaders -
Proteus
MS - SC-900T00 Microsoft security, compliance, & Identity fundaments. -
ITIL - DDLS V4 -
Certificate IV In Project Management -
TAFE SA
Similar Profiles
Oleksandr BodnarOleksandr Bodnar
Laborer at Williams Specialty Services/Composite TechnologyLaborer at Williams Specialty Services/Composite Technology
Sarah A. ColeSarah A. Cole
Design Professional at The Williams Studio / Williams DistributingDesign Professional at The Williams Studio / Williams Distributing
Rachael PhillipsRachael Phillips
Administrative Office Manager at Williams & WilliamsAdministrative Office Manager at Williams & Williams
SANDEEP SAHNISANDEEP SAHNI
Truck Driver at ADELAIDE TRUCK & VANSTruck Driver at ADELAIDE TRUCK & VANS
Lauren HortinLauren Hortin
Shift Manager at McDonald'sShift Manager at McDonald's