Edith Cowan University

QUT (Queensland University of Technology)

Influential, Motivated & Results-Driven Leader.  -  Grad. Dip. Cyber Security.

Extensive experience and leadership in Cyber Security,  IT, Telecommunications and Service Management, driving maturity of best practices and processes.  My key strengths include: 

☑ 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩: Experienced in inspiring direction, leading by example, engaging a team with influential communication, and providing constructive feedback to guide professional growth.
☑ 𝐂𝐨𝐥𝐥𝐚𝐛𝐨𝐫𝐚𝐭𝐢𝐨𝐧: Skilled in establishing partnerships to achieve common goals, thereby encouraging cross-functional team collaboration while driving innovation, diversity and creativity.
☑ 𝐄𝐧𝐝-𝐭𝐨-𝐄𝐧𝐝 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐃𝐞𝐥𝐢𝐯𝐞𝐫𝐲: Well-developed planning skills to deliver time, budgetary and resource parameters in alignment with project objectives and company values.
☑ 𝐏𝐫𝐨𝐣𝐞𝐜𝐭 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Skilled in tailor-fitting purposeful methodology within cultural aspects and business processes to deliver optimal project outcomes.
☑ 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞-𝐋𝐞𝐯𝐞𝐥 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧: Sound ability to frame audience-specific messages and define the strategy, with clear objectives.
☑ 𝐂𝐡𝐚𝐧𝐠𝐞 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭: Skilled in implementing, supporting, and managing system changes and continuous improvements by identifying, communicating, and resolving complex issues.
☑ 𝐏𝐫𝐨𝐜𝐞𝐬𝐬 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭: Capable of presenting process discovery, documentation, analysis, and redesign workshops, aligning staff to business strategy, regulatory compliance.
☑ 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐃𝐞𝐜𝐢𝐬𝐢𝐨𝐧 𝐌𝐚𝐤𝐢𝐧𝐠: Proven skills in preparing strategies with foresight, conjuring ideas to adapt to changing environments, enhance customer experience, and consider future challenges.
☑ Coaching: Working with developing talent, to increase skill execution, strategic thinking and problem solving in the application of Cybersecurity principles in CTF and Cyber game strategy and exercises.

Professional Skills

Cyber Security  | Strategic Leader | Senior Consultant

Security awareness leadership and training, managed services and client success management in Cyber Security.

WHITE ROOK Cyber

Senior Cyber Success Consultant

𝑀𝑎𝑖𝑛𝑡𝑎𝑖𝑛𝑒𝑑 𝑝𝑟𝑜𝑐𝑒𝑠𝑠 𝑐𝑜𝑚𝑝𝑙𝑖𝑎𝑛𝑐𝑒 𝑖𝑛 𝑡𝘩𝑒 𝑎𝑔𝑒𝑑 𝑐𝑎𝑟𝑒 𝑠𝑒𝑐𝑡𝑜𝑟, 𝑜𝑣𝑒𝑟𝑠𝑒𝑒𝑖𝑛𝑔 𝑐𝑢𝑠𝑡𝑜𝑚𝑒𝑟 𝑖𝑛𝑡𝑒𝑟𝑎𝑐𝑡𝑖𝑜𝑛 𝑎𝑛𝑑 𝑠𝑎𝑡𝑖𝑠𝑓𝑎𝑐𝑡𝑖𝑜𝑛, 𝑎𝑛𝑑 𝑐𝑜𝑛𝑡𝑎𝑐𝑡 𝑐𝑒𝑛𝑡𝑟𝑒 𝑝𝑟𝑎𝑐𝑡𝑖𝑐𝑒𝑠 𝑤𝘩𝑖𝑙𝑒 𝑝𝑟𝑜𝑣𝑖𝑑𝑖𝑛𝑔 𝑐𝑢𝑠𝑡𝑜𝑚𝑒𝑟 𝑠𝑜𝑙𝑢𝑡𝑖𝑜𝑛𝑠 𝑡𝑜 𝑎𝑔𝑒𝑑 𝑐𝑎𝑟𝑒 𝑐𝑙𝑖𝑒𝑛𝑡𝑠. 𝐶𝑜𝑛𝑡𝑟𝑖𝑏𝑢𝑡𝑖𝑜𝑛𝑠 𝑖𝑛𝑐𝑙𝑢𝑑𝑒𝑑:

► Managed performance improvement and business metrics for the Contact Centre call handling, aligning policy outcomes to client needs to deliver high-quality interactions with high levels of customer satisfaction.
► Met Contact Centre benchmarks applying expertise and strategic action to achieve KPI SLAs while providing key solutions to unique needs in aged care, improving home care package level/suitability outcomes.
► Completed specialist training in dealing with vulnerable people, including investigating NDIS services alignment and applying a forward-thinking approach to ensuring clients access the appropriate care.
► Managed appropriate interventions for clients in at-risk situations, suffering elder abuse or enduring an accommodation or a risk of a homelessness crisis.

Stellar

Customer Solutions Specialist

𝑃𝑟𝑜𝑣𝑖𝑠𝑖𝑜𝑛𝑒𝑑 𝑐𝑢𝑠𝑡𝑜𝑚𝑖𝑠𝑒𝑑 𝑠𝑜𝑙𝑢𝑡𝑖𝑜𝑛𝑠 𝑓𝑜𝑟 𝐼𝑃 𝑇𝑒𝑙𝑒𝑝𝘩𝑜𝑛𝑦 𝑐𝑙𝑖𝑒𝑛𝑡𝑠, 𝑖𝑛𝑐𝑙𝑢𝑑𝑖𝑛𝑔 𝑜𝑣𝑒𝑟𝑠𝑒𝑒𝑖𝑛𝑔 𝑡𝘩𝑒 𝐼𝑇 𝑆𝑒𝑟𝑣𝑖𝑐𝑒 𝑚𝑎𝑛𝑎𝑔𝑒𝑚𝑒𝑛𝑡 𝑝𝑟𝑜𝑐𝑒𝑠𝑠 𝑖𝑚𝑝𝑟𝑜𝑣𝑒𝑚𝑒𝑛𝑡, 𝑎𝑛𝑑 𝑡𝑒𝑠𝑡𝑖𝑛𝑔 𝑎𝑛𝑑 𝑐𝑜𝑛𝑓𝑖𝑔𝑢𝑟𝑖𝑛𝑔 𝑃𝐵𝑋 𝑒𝑞𝑢𝑖𝑝𝑚𝑒𝑛𝑡. 𝐶𝑜𝑛𝑡𝑟𝑖𝑏𝑢𝑡𝑖𝑜𝑛𝑠 𝑖𝑛𝑐𝑙𝑢𝑑𝑒𝑑:

► Planned and implemented custom solutions to a series of SMB clients, delivering high-quality outcomes, maximizing deliverables, and aligning best practices to enable the transition to new generation IP PBX.
► Scheduled the program of work, applying advanced time management and organisation skills to prioritise tasks to support seamless technology migration in line with project objectives. 
► Developed templates for process improvement, initiating and managing change with a focus on progress initiatives to optimise processes and workflows.
► Provided the service design for IP PBX, increasing process efficiency and productivity, effectively deploying IP PBX solutions for fast and reliable systems. 
► Delivered on-time cutovers, within tight maintenance window constraints, at timeframes and schedules negotiated with the client.

CommsChoice Group Limited (ASX:CCG)

Customer Solution Specialist

𝑃𝑒𝑟𝑓𝑜𝑟𝑚𝑒𝑑 𝑐𝑜𝑛𝑠𝑢𝑙𝑡𝑖𝑛𝑔 𝑎𝑛𝑑 𝑏𝑢𝑠𝑖𝑛𝑒𝑠𝑠 𝑎𝑛𝑎𝑙𝑦𝑠𝑖𝑠 𝑠𝑒𝑟𝑣𝑖𝑐𝑒𝑠, 𝑖𝑛𝑐𝑙𝑢𝑑𝑖𝑛𝑔 𝑙𝑒𝑎𝑑𝑖𝑛𝑔 𝐼𝑇 𝑆𝑒𝑟𝑣𝑖𝑐𝑒 𝑚𝑎𝑛𝑎𝑔𝑒𝑚𝑒𝑛𝑡 𝑝𝑟𝑜𝑐𝑒𝑠𝑠 𝑖𝑚𝑝𝑟𝑜𝑣𝑒𝑚𝑒𝑛𝑡, 𝑎𝑛𝑑 𝑝𝑟𝑜𝑣𝑖𝑑𝑖𝑛𝑔 𝑔𝑎𝑝 𝑎𝑛𝑎𝑙𝑦𝑠𝑖𝑠 𝑎𝑛𝑑 𝑠𝑡𝑟𝑎𝑡𝑒𝑔𝑖𝑐 𝑟𝑒𝑐𝑜𝑚𝑚𝑒𝑛𝑑𝑎𝑡𝑖𝑜𝑛𝑠. 𝐶𝑜𝑛𝑡𝑟𝑖𝑏𝑢𝑡𝑖𝑜𝑛𝑠 𝑖𝑛𝑐𝑙𝑢𝑑𝑒𝑑:

► Oversaw the scope and costing work programs to deliver performance improvement recommendations for Contact Centres, ensuring skill-based routing aligned agents to calls of appropriate complexity and volume. 
► Managed various Contact Centre Upgrades, applying advanced project management skills and techniques to deliver outcomes within time, quality, and budget parameters.
► Delivered accurate and timely Gap Analysis Reporting by expertly gathering, interpreting, and presenting call flow data to cut the unanswered call volume by over 50% and reduce the call on-hold time.
► Refined processes and improved Contact Centre scripting by scheduling efficient and accurate program of work, including ROI harvesting assessment, to mitigate backlogs and system inefficiencies.
► Provided the service design for a High Availability Optimisation professional service offering, demonstrating that moving from 99.9% to 99.99% availability would save $4M pa in costs of network downtime.
► Designed a security model to link prevention/reduction, detection/repression, and correction/recovery strategies to a hardened network posture that minimises security vulnerabilities and threats. 
► Advised on appropriate engagements between client technical experts and industry subject matter experts to develop a security posture support model.

Strideation Consulting

Director

► Deployed a Customer Success Strategy with Cisco’s strategic accounts, driving Customer’s adoption and expanded use of service offerings that deliver business value. 
► Reported on business value at the executive level, achieving $1.8M of adopted and expanded service uptake Q4 FY2015 and identifying a $6M forward pipeline for 2016. 
► Trained 12 Advanced Services consulting engineers in communicating business value to strategic account stakeholders and customers by helping them realise their achievements and how it changed the business.

Cisco

Senior Customer Success Manager 

► Designed support models for strategic accounts with bids and service renewals in the $3-$8M range. 
► Optimised software strategy and release management for the rollout of NBN’s Datacentres, achieving improved application response time and a significant reduction of 50% in CPU utilisation.
► Upskilled and trained 25 SSMs and professional services consulting engineers in Business Value reporting, and led the Quarterly Reporting for all service delivery into Coles and NBN Datacenter. 
► Developed annual business cases and tender/RFP responses for service renewals, ensuring retention of service contracts and growth of new businesses.

Senior Service and Support Manager 

► Led the Service and Support Management (SSM) team of 7 people with a cumulative 120 years of industry experience in Australia, developing strategic plans, coaching and developing team members, and achieving business transformation in strategic accounts. 
► Represented the practice to senior leadership, developing business alignment and customer value metrics to demonstrate the business impact of using Cisco services. 
► Coached 15 other SSMs in China, India, Korea, Japan, Indonesia and Thailand, equipping them with key organisational skills to drive network availability, deploy high-availability programs to customers, and deliver excellent Joint Business Reviews with executive clients.

Peter Lake