ITIL : Introduced the Project Office and Software Lifecycle Project methodology for….
NAME Summary: Over 18 years experience in accounting, financial and IT software industries.
Particular emphases on implementing change / people management, maintaining key stakeholder relationships, service level and project management.
Analyzing and implementing detailed, efficient business system process solutions, re engineering and achieving budget and time constraints. Employment History: PRISMAC SYSTEMS AUSTRALASIA PTY TD July 2001 – Current Client Services Manager, Item processing customized Delphi software Role incorporates service delivery and support to key Australian clients such as AMP, ATO, NRMA, Unisys (UPSL), Citibank, and Pacific Access.
Introduced the Project Office and Software Lifecycle Project methodology for project management, and ITIL Best practice benchmarks for service delivery and incident tracking. Introduced and created standard documentation for sales proposals which included a statement of work, and introduced project charters, post implementation reviews, risk guidelines for project management.
Developed Quality Service Plans, and Service Catalogue for support and professional services delivery.
Prepared Prismac responses for RFI/RFP’s, and tenders for new and established Clients. Introduced Quality Assurance, via ISO 9002 guidelines, for the technical support team and produced a Quality Manual.
Designed and implemented an Internal Intranet, Glossary with search engine and produced an Intranet User Guide with release notes to ensure virtual employee communications were enhanced. Responsibilities included; Managing Technical Support staff to be responsive and client focused.
Introduced the project office, release management controls, quotation and costing policy for pricing projects.
Managed problem resolutions and implemented incident tracking and change control systems via the Intranet.
Produced User Requirements, Process maps, and Functional Specifications. Successfully produced Project charters, plans, for large TSB Bank and IRD projects in NZ.
Identified deliverables, maintained quality/risk schedules.
Produced payment schedules, identified milestones, deliverables and maintained budgets and status reports to Steering Committees.
Responsible for managing software/project Team, service reviews, and delivery on time and on budget in six month projects over $2 million. Management of key stakeholders, external vendors, project managers, attended APCA meetings, implemented banking and Reserve Bank legislative changes, attended Institute Banking seminars.
Maintained key client software contracts and support SLA’s.
Attended client vendor, support and project related meetings.
Proactively improved business processes for the client and Prismac, in regard to cancelled quotes, pricing and delivery. MYOB AUSTRALIA LTD Dec1999- May 2001 Client Services Manager, Accountants Office Practice Software Project managed 14 implementation and training staff Australia wide for over 1600 newly installed sites.
Created and developed a Services Team from scratch, designed and implemented an internal web based scheduling system, internal procedures, and implementation staff manuals.
Developed client computer based training and wrote software workshop manuals in a high growth GST year. Role included maintaining Client Relationships with large Chartered Accounting firms, providing feedback to Product Development, and internally training Technical Support, Sales, Marketing and Call Centers.
Developed and implemented marketing innovations, educational seminars and courses to existing client base.
Involved in large sales quotes, RFI, accountant software tenders, presales MS PowerPoint presentations, training Sales force, and testing new software. Grew client base from 120 sites to over 1600 sites in a 3-month high growth period.
Maintained client base and reference sites, through direct site contact, without lost clients in extreme conditions. Customer relationship management of key stakeholders, including vendors, project managers, Accountant Partners, Financial Controllers, Accounting & Audit Professional bodies, and ATO external bodies.
Reviewed compliance procedures for Electronic lodgment software certification with ATO. Achieved 105% of budgeted in June 2001.
Obtained large performance based bonus, end of December, as a result. Successfully change – managed SA, WA, and QLD agency takeovers, merging and redeploying staff, integrating resources, training and integrating staff, communicating to client base through marketing campaigns of new and improved services. Recruited staff in high growth times, developed job descriptions, performance based indicators and trained and integrated staff on new product to the market with no manual. Developed and designed on line web based scheduling system to operate Australia wide at no external cost to MYOB, developed and maintained by internal Client Services staff member.
Wrote internal content for web site at MYOB for Client Services. — Prior 1992 Employment Permanent Trustee Co. – Internal Audit of master custody trust reconciliation’s/reports including money market on call accounts etc. W.
Somerville, Hong Kong – tracing inter company cash flows for litigation support. Various small to medium Chartered Accounting firms – involving preparing income tax returns and financial statements to profit and loss for medium sized firms. Golden Harvest Investments – Selling Tokyo Commodities and charting trends, calculating call margins, and placing orders with Futures Exchange. Moore Business Systems – Customer Liaison Representative organising direct sales, marketing, trade shows, telephone sales, mail outs and graphic design of business forms.
System selling. Qualifications: Masters of Business & Technology (MBT), Current 2002 University of New South Wales, Sydney, NSW Semester 1 Project Management – High Distinction Semester 2 Managing Agile (Service) Organisations – in progress Foundation Certificate in IT Service Management, 2002 – Distinction Institute for Information Science, Utrecht, Netherlands (ITIL Certification) Bachelor Business (Accounting/Finance) 1991 University of Technology, Sydney, NSW (double major) Professional Qualifications: Associate member of the Australian Society of CPAs 1992 Fellow, Australian Institute of Bankers 1991 Justice of the Peace, NSW 1992 Australian Institute of Management, (AIMM) Member 2002 Leadership Skills: Zenger Miller (US) Program, incorporating managing people, work situations, people behavior, role-plays, team motivation, and communications. Team link offsite workshops (MYOB) aimed at improving business performance through Team operation, via enhancing Team skills, dynamics, studying team co-operation, and performance curves. Technology Skills: Novell Netware 4.11 Administration Course 1992 LAN course, knowledge of DOS commands Knowledge of Windows NT4, Windows 95 & 98, Windows 2000, SQL, WAN, peer to peer networks, Citrix, Terminal Server experience.
Exposure to Unix. Software – Microsoft Project 1998/ 2000, Lotus Notes, MYOB, Solution 6, Attaché, Sybiz, Microsoft Office 95, 98, 2000, Lotus Notes, Certificates in Windows 95,Word 6.0 for windows Advanced, Power point 4.0, Excel 5.0 Advanced.
Other software include Sales prospect database, Adobe, Outlook 2000, Access Windows 95, Internet Explorer, web page design.
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