Flexmanager - Project Manager, Services Manager

Project Manager, Services Manager

Work Experience

Global - – UK & Australia

Global provides technical support, professional training and web development services to the mobile communications industry. It’s customers include the majority of mobile phone and PDA manufactures and many GSM network operators globally.
I started working at Global as a Technical Support engineer in their UK call centre, after 9 month a Team Leader opportunity arose in the Australian Call Centre. I became Australian Call Centre manager in December 1998 and then in February 2003 I took on the role of Training Manager. Whilst managing the Call Centre and Training Department I was also responsible for managing many internal and external projects. This in January 2004 became an official second role as a Project Manager.

Project Manager
January 2004 – April 2004
- Manage and maintain stakeholder relationships throughout project lifecycles to facilitate integration of WDSGlobal’s web based customer self-service configuration tools into Network operator’, equipment manufactures’ and Australian retailers’ web sites.
- Negotiating “Scope of Work” documents to establish customer requirement, costs, risks, delivery and signoff points.
- Managing concurrently projects each requiring careful project control, management of virtual teams, scheduling, budget and risk management to ensure effective on time delivery to scope.

Training Manager
February 2003 – April 2004
- Account Manage and maintain client relationships to optimise training opportunities with customers.
- Manage Classroom and Web based Training opportunities from initial Training Needs Analysis, setting Course Objective and establishing optimum delivery mechanism through to course evaluation and feedback to measure effectiveness.
- Co-ordinate schedule for training team for National role out programmes to optimise utilisation and minimise overheads.
- Provide sales, corporate and technical orientated training session on communication solutions and Technologies including Pocket PC, Symbian, Palm, GSM, GPRS, 3G, Bluetooth and WiFi.

Call Centre Manager
December 1998 – February 2003
- Manage a team of multilingual Level 1 and Level 2 technical specialists in a help desk environment providing advanced end user support for the South East Asia Market. Support is offered in English, Cantonese and Mandarin.
- Produce monthly productivity and revenue reports, monitoring contracted Service Level Agreements and staff member’s professional development using Key Performance Indicators.
- Budget and identify Call Centre staff, equipment and training requirements.
- Provide Call Coaching to help desk staff to ensure consistent high levels of customer satisfaction and technical training to optimise the support offered.
- Host, liaise and action meetings with management, staff and external customers.
- Create documentation and policy regarding business practices and operating procedure inline with total quality management criteria.
- Administration, configuration and reporting of the Call Centres Telephone and knowledge management systems.
- Demonstrate an advanced knowledge of relevant equipment manufactures and Network services and examine new technologies and evaluate usefulness to company & clients.

Team Leader
June 1998 – December 1998
- Establishing a team to provide technical support for a new contract with Nokia, this involved working closely with the client.
- Resolve any outstanding customer issues and follow-up previous resolutions to ensure the highest levels of customer satisfaction.
- Provide staff training and developing an induction programme for new starters.

Technical Support Engineer
October 1997 – June 1998
- Provide Telephone and Email Technical support to UK and Australian corporate customers and end users on both GSM networks technologies and Manufacture equipment. Outsourced contracts supported include Nokia, Ericsson, Motorola, Psion, Handspring, Vodafone, Orange and Telstra.
- Test, Benchmark, and evaluate new Mobile Handset data products before their Australian market release, creating set-up guides, knowledge articles and FAQ’s for internal and external knowledge engines.

Other Projects
- In December 2002, Harvey Norman, a major Australian retailer, sponsored a national music tour event called Rumba which took place in 5 capital cities around Australia over a 2 week period. I was responsible for setting up and running a cyber café at each location, including Stadium Australia.
- On several occasions I was involved in setting up Wireless Networks at conferences and exhibitions, this typically required a network with sufficient coverage for several rooms and floors of a hotel/conference centre which could handle peak loadings of 150 wireless users.
- Prior to GPRS launching in Australia I was contracted to both Optus and Vodafone to assist with pre launch network compatibility testing. In 2003 I also managed 2 equipment testing project using 3G handsets with popular PDA brands. Part of these projects also involved creating user set-up manuals to be placed on 3’s web site.

Sales Executive
Quantex Computers, United Kingdom
August 1997 – September 1997
- Telephone based PC sales to both corporate and private clients.
- Highest Sales closures for 2 out of 4 weeks employment.

Customer Services / Helpdesk
British Gas, United Kingdom
July 1997 – August 1997

- Man a busy help desk responsible for Ordering Appliances from Equipment manufactures and having them delivered to the customer.
- Resolving customer complaints.

Education

Certificate in Advance Project Management. (Australian Institute of Management, Sydney – 2004)
BSc(HONS) Environmental Management and Technology. (Bradford University, UK – 1993 to 1996)
‘A’ levels: Maths (C), Physics (D), Biology (C), and German AS (C). (St Christopher School, Letchworth, UK – 1984 to 1993)
GCSE’s: Maths (A), Sciences (AA), German (A), Craft Design and Technology (B), English Language (C), Geography (C), French (D), English Literature (D)

Skills

I have many years experience of using software packages such as MS Project, Visio, Office, Adobe Photoshop, Acrobat and Lotus Notes. I am also familiar with HTML coding, SQL server, ASP and Cold Fusion.
I have advanced knowledge of MS Windows 98/NT/2000/XP/Pocket PC, Palm OS and Symbian OS.

Languages

English – Native language
German – Fluent listening, speaking and reading
French – Basic

Other

HOBBIES AND INTERESTS
Over the past 3 months since leaving my job in Australia I have spent time in Ladakh (Indian Himalayas), Vietnam and Cambodia. During the time I experienced different cultures as well as many interesting sights and places. I am currently designing a web site to host pictures from the various places I have visited.
I enjoy undertaking many outdoor activities including mountain biking, hiking, climbing, sailing, kayaking, snow boarding and body boarding. I also play badminton regularly and have recently started playing 5 a side football.