Terry Rigopoulos

Terry currently leads the onshore operations of a business-critical IT team for the project client, Telstra Corporation Ltd. In this position his duties include managing the system and ensuring all client initiatives are delivered on time and smoothly.

Prior to this, Terry was the project team lead that implemented a new field service management system. This involved working collectively with project & business team(s) in the complete end-to-end replacement of the client's existing end-of-life Field Service Management software, Click FS, with a new and emerging market-leading product, IFS FSM & PSO.

• Extensive experience using JIRA; creating/updating/maintaining solution artifacts, approvals, requirements and more
• As a client-facing consultant, profound exposure to managing client expectations, answering directly to senior-level executives
• Highly experienced in development of IFS FSM & PSO technologies - Strong proficiency in configuring the product accordingly to meet complex business requirements
• Onshore lead and Primary POC for client engagement, Change Management and Incident Management
• Working collaboratively with Product Owners, Key Stakeholders and other Business Analysts to discover out-of-box product limitations and identify custom solutions to solve complex business requirements
• Experience responding to RFP / RFIs to win new client contracts
• Providing technical recommendations and advisory as the system SME to business teams
• Designing custom APIs and conducting field mapping exercises to ensure the new system is accepted by all legacy/pre-existing programs
• Supporting the production environment(s) operationally; monitoring server loads, response times and ensuring the application remains in a healthy state
• Delivering high quality, defect-free solutions to the client that meets the target delivery dates
• Contributing within discovery sessions to identify differences between products early, ensuring that the new solution will satisfy all business requirements - resulting in 'like-for-like' product replacement
• Authoring custom solution designs that propose product enhancements to meet client-specific requirements, and passing build work to offshore team once the client has signed off on the design
• Leading QA testing with development and testing teams to ensure bugs are caught and fixed before build handover to client
• Taking ownership of creating and updating solution design documentation for User Stories, ensuring proposed solution(s) meets the Acceptance Criteria (Business Requirements)
• Experience using JIRA to upload solution artifacts, track progress of User Stories across the entire team, identify impediments & blockers that slow forward progression
• Working effectively alongside with offshore team(s), attending daily stand-up meetings to share/review daily progress - ensuring entire project team is aligned with the targeted deliverables for the current sprint
• Highly experienced in showcasing solution prototypes, final build to the client and it's key stakeholders - demo latest developments, explaining configured functionality and new product behaviour to both technical and non-technical audience(s)

• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
• Engaged with customers to effectively build rapport and lasting relationships.
• Delivered high level of assistance by locating products and checking store system for merchandise at other sites.
• Liaised with customers and recommended specific products and specials, aligning with individual needs, requirements and specifications.
• Used consultative sales approach to understand customer needs and recommend relevant offerings.
• Pursued resolutions to achieve complete customer satisfaction, including tracking down hard-to-find merchandise at diverse locations.
• Employed strategic tactics such as cross-selling and upselling to drive sales.
• Cultivated customer loyalty, promoted repeat customers and improved sales.