Mar 2023 – Aug 2023 · 5 mos · Melbourne, Victoria, Australia · Hybrid

Sep 2022 – Dec 2023 · 1 yr 3 mos · Melbourne, Victoria, Australia · Hybrid

Mar 2020 – Mar 2022 · 2 yrs · Melbourne, Victoria, Australia · Hybrid

• Project manage the delivery of new future technology project.

Feb 2020 – Mar 2020 · 1 mo · Brisbane, Queensland, Australia · Hybrid

Jul 2019 – Jan 2020 · 6 mos · Greater Melbourne Area

• Contact Centre transformation project from Genesys to Amazon Connect (AC) cloud-based platform technologies. Over 100 Business Unit (BU) Contact Centres (CC) ranging from 5 Agents to over 1500 Agents with total of 3,850 Agents. Program budget of ~$21m over two years with recent increase due to crossover financial years and main driver Genesys & on-prem infrastructure end of life. My delivery component is managing the migration of the 100+ Business Unit (BU) Contact Centres (CC) to Amazon Connect (AC) Platform, which involves ensuring technical readiness of platform thru DevOps functional development for BU consumption (development work delivering Minimum Viable Product (MVP) ongoing during migrations i.e. phased approach to BU engagements & requirements), managing two teams of 5 Business Analysts (BA) & 5 Change specialists from Requirements documenting/signoff thru to cutover/Hypercare – success is based on engagement and BAU support.

Sep 2018 – May 2019 · 8 mos · Moonee Ponds, Victoria, Australia

May 2018 – Sep 2018 · 4 mos · Greater Melbourne Area

• Family Violence Contact Centre (FVCC) project – Initiation/Planning Phases to identify scope/opportunities to develop the Contact Centre using MCV/CSV IT Global Shared Platform (GSP) solutions, the selected Contact Centre ‘Tool’ solution is Q-Master delivered by NEC/CSV IT. Investigated alternate solutions, but at this early stage (FVCC is a Pilot Project) simpler to choose the in-house available solution to enable further requirements and scope development for the FVCC project. FVCC Project main objectives to support court registrars with the provisioning of their service to court users via development of a Contact Centre solution. Further the Contact Centre is to support six agents and transition of six (including a regional court) courts to the new Contact Centre solution. The FVCC Pilot Project budget is $4.5M with expected timeframe to complete by February 2019.

Nov 2017 – May 2018 · 6 mos · Greater Melbourne Area

• National Contact Centre (NCC) upgrade project – Initiation Phase to identify scope/opportunities to mitigate risks identified from consultant audit reports. Investigate Cloud (Off-Premises) Solution Options and manage a $1.47M budget, includes ISDN replacement with new SIP Trunk Services for Corporate & NCC (National Contact Centre).

Apr 2016 – Nov 2017 · 1 yr 7 mos · Greater Melbourne Area

• Responsible for Project Managing delivery of a new Contact Centre (CC) Solution and manage the following milestone phases to ensure a successful outcome meeting Belong Business Requirements:
• Manage vendor selection of a new CC solution.
• Manage requirements & scope to ensure solution build meets required outcome.
• Manage solution build, testing & UAT to ensure correct build.
• Manage business migration & cutover to the new CC solution.
• Manage project budget of $650,000.
• Manage project risks & issues.

Nov 2015 – Apr 2016 · 5 mos · Greater Melbourne Area

• Managing delivery of two small projects:
• Contact Centre Call Recording (Cisco QM) for Student Services & IT Help Desk
• Manage & migrate projects to new PMO tools via Project Online inline with Office365 project migration

Sep 2014 – Nov 2015 · 1 yr 2 mos · 367 Collins Street Melbourne Vic 3000

• Managing the implementation of two projects:
• EnergyAustralia (EA) Mill Park Contact Centre Implementation as one site of a complete Program of Work EA Accommodation Program (CCAP). Works managed - new LAN/WAN Network, Virtual Server Infrastructure for Security Applications and Storage/Backup Services.
• EnergyAustralia (EA) Contact Centre as a Service (CCaaS) managing implementation of Unified Communications as a Service (UCaaS) & CCaaS for EA wider Casper program to migrate from current on-premise hosting to cloud as OPTUS UCaaS & CCaaS service offerings.
• Major Achievements:
• All projects on time & in budget with agreed approved variations & quality – GP % Margin greater than 15% overall.
• OPTUS PMM (Project Management Methodologies) experience
• OPTUS Project Management Application Tools – ARK (EPM) Management & Reporting / Financial Management

Jul 2013 – Present · 12 yrs 11 mos · Greater Melbourne Area · Hybrid

• Here at PMO Australia our focus is on achieving successful project outcomes for companies around the country. We are here to help facilitate end to end project delivery, through our businesses PMORE (Project Management Office Resource Enterprise) and PMOSS (Project Management Office Support Services). PMORE will assist by providing highly qualified Project Resources to determine and meet a successful outcome, for example Project Managers or Analysts. PMOSS assistance is catered to your project, as every project is unique, we ensure to be adaptable to your needs whilst maintaining focus to the project outcome.
• For a complimentary evaluation of your existing project or future projects to help ensure successful outcomes, email michael@pmo.net.au.
• Project Management Office | Project Services | Business Analyst | Project Manager

Oct 2012 – Sep 2014 · 1 yr 11 mos · Greater Melbourne Area

• Responsible for Project Managing three medium sized projects of varying budgets of total value $3.5M involving:
• Unified Infrastructure to refresh old technology and support new UC Platform:
• New Network Infrastructure using Nexus Technology
• New Virtual Server Infrastructure using UCS Technology
• New Storage Infrastructure using NetApp Technology
• Port Operations Integration – incorporate their 4 networks and technologies into the new PoMC corporate network and UC/virtualised environment platform.
• New Unified Communications (UC) Platform – incorporating Lync MS Technologies and VoIP solution.
• Responsible for the complete project management lifecycle from Business Case, through RFI/RFQ/Tendering, then implementation Build/Test and go-live production cutover.

Mar 2012 – Sep 2012 · 6 mos · Greater Sydney Area

• Responsible for Project Managing three medium to large customer projects of varying budgets from $200k to $700k involving:
• Genesys Upgrade using VMWare servers with WFM (BOC)
• Verint Customer Feedback Server (CFS) (BOC)
• SAP integration for IVR Credit Card Payments (CCP) (BOC)
• CUCM/UCCX implementation on a UCS VMWare platform (RailCorp/CountryLink)
• Complex IVR development integration with automated Credit Card Payments (CCP) (VHA).
• Responsible for Project Managing three separate project teams of varying sizes:
• BOC Team – 8 Genesys Engineers, Vendor (Verint) Team Engineer & Trainer and two Business Analysts (BA)
• RailCorp/CountryLink Team – Three Engineers
• VHA Team – Engineer and Business Analyst (BA)

Dec 2010 – Feb 2012 · 1 yr 2 mos · Greater Melbourne Area

• Managing a new major project “Cisco Contact Centre Migration Project” 6 month project at CGU. This is a business project to support the IT department requirement to migrate the CGU business from the Avaya Call Centre and Telephony Platform that has reached “End of Life”.
• Project Delivery:
• Requirements – it was found CGU had no requirements documented and it was clear that even though most CSO did their best to provide a good customer experience there was no understanding or measurement/reporting of the customer experience prior to answer via the CSO
• Manage configuration and UAT documents
• Manage User Acceptance Testing (UAT)
• Manage “Out of Hours” migration works and coordinate Testing, UAT and issues.
• Perform Project Implementation Review (PIR) and ensure project learning’s are transferred to the next migration phase.
• Migration Phases
• Cisco Migration Phase 1 involved the Avaya Call Centre migration to the new Cisco Contact Centre and Telephony platform and involved all project aspects above. In addition a Proof of Concept for Cisco Remote Agent was managed and implemented successfully which will enable the CGU business to initiate a plan to have 200+ Agents work from home.
• The Phase 1 Project Budget $2.5M and six month delivery period for Phase 1, which was completed within agreed timeframe and budget – a major network outage was the main cause for a one month delay and less 5% increase in cost which was covered by contingency.
• Cisco Migration Phase 2 involved the Avaya Telephony users to be migrated to the new Cisco Telephony platform, this was approximately 500 users. Project budget $1M and a five month delivery timeframe was agreed and successfully delivered.

Jan 2010 – Jan 2011 · 1 yr · Greater Melbourne Area

• Senior Project Manager - Cisco Migration Phase 1 & 2.

Dec 2008 – Dec 2010 · 2 yrs · Greater Melbourne Area

• Managing a major project “UC IP Telephony Plus” (Four Phase Two Year Project) at Victoria University. This project is part of a larger $13M program of works called Unified Communications (UC).
• Four Phase Project:
• Phase One – Presentation of the Product/Solution and Manufacturer (limited invitation – Aastra/Ericsson, Nortel & Cisco):
• Vendor Manufacturer/Product Presentations
• Reference Site Surveys
• Reference Site Visits
• Phase Two – Investigate the Product and Solution: -
• Product Demonstrations via Vendor/Integrator Labs
• RFT Request for Tender – Cisco/Dimension Data (DD) and Nortel/OPTUS/AlphaWest
• Phase Three – System Analysis (Onsite PoC (Proof of Concept) with DD/Cisco)
• Phase Four – Complete Solution – Vendor engagement with DD/Cisco
• Major Achievements
• Project Budget $5.5M and two year delivery period was agreed and successfully delivered with $1M under budget spend and 12 month rollout of 5,000 user telephones.

Aug 2007 – Nov 2008 · 1 yr 3 mos · Greater Brisbane Area

• Senior Project Management
• Project Manager for the implementation of the Collection House UCCE Contact Centre & Verint Call Recording solution Project. The Project Management role involved managing a team of 3 Engineers delivering the respective vendor product components.
• Touchbase Team:
• Verint Engineer:
•  Martin Murchie
• 2 UCCE Engineers:
•  Vijay Singh
•  Malcolm Allen
• Also managed the implementation of multiple other clients projects: -
•  AWS – IP Telephony Branch Site Rollouts
•  Adam Internet – CUCM/UCCX Implementation
•  Spiritus – UCCX Implementation
•  IFAA – Cisco Network Infrastructure, CUCM & Genesys Contact Centre
•  McGrath Nicol – WAN Upgrade with Wireless Backup
•  AIH – Verint Call Recording Enterprise (Ultra V10) Implementation
• Project Management Processes & Methodologies
•  Gathering and understanding client/business project requirements
•  Planning and delivery
•  Management and communication control
•  Develop system testing
•  Project meetings and status reporting
•  Budget tracking and reporting
•  Implementation delivery management and project closure reporting
• Major Achievements:
• All projects on time & in budget with agreed approved variations & quality – GP % Margin greater than 15% overall.
• D7 Process Project Management development input
• Develop Acumen / MS Project Integration Process & training

Aug 2006 – Nov 2006 · 3 mos · Greater Melbourne Area

• Zinifex Mining
• Connell Wagner
• Reece

Apr 2006 – Jul 2007 · 1 yr 3 mos · Greater Melbourne Area

• Program Management
• Program Managed the implementation of the EastLink Tollway IP Telephony Infrastructure Project. The Program Management role involved managing a team of 5 vendors, being:
• NICE – Stephen Marshall/Andrew Boyagi (PM)
• Premier – Karen Walker
• 3D Networks – Shady Maleab (PM)
• Verify Me – Mick Dunbar
• FAL Team
• The Program Management role involved setting the right expectations for a chain of customers, being:
• Everis – direct customer
• SICE – everis’s customer
• TJH – Lead Contractor & SICE customer
• Connect East – the end user customer
• Other government bodies are involved for auditing & governance.
• This involves three actual projects which will exceed the total project budget of $5M. The three projects are:
• Contact Centre Project – encompassing full integrated IP/IVR, using Cisco CCM technology & providing 200 Agent seats.
• DR Project – involving continued operational Contact Centre Business via a reduced functionality Cisco IP Solution.
• Corporate Telephony Project – Cisco IP CCM & Unity (Voice Mail) with 200 IP Phones.
• Technical Team Project Management
• Project Technical Team Leader for Telstra Jupiter (ISDN replacement) Project:
• Manage & mentor a Team of 4 Technical Engineers from different communications backgrounds.
• Provide project reporting to project stakeholders on the Team task progress & schedule alignment.
• Stakeholder requirements gathering meetings.
• Stakeholder solution presentation meetings.
• Senior Project Management
• Managed the implementation of five clients projects:
• TAC
• OoH
• Hanson Construction Materials
• Lonely Planet
• Land Exchange
• Major Achievements:
• All projects on time & in budget with agreed approved variations & quality – GP % Margin greater than 15% overall. Project Management 2000 Methodologies Online training

Jun 2005 – Apr 2006 · 10 mos · Geelong West, Victoria, Australia

• Senior Project Management:
• Managing the implementation of two projects: -
•  Barwon Health Phase 2 – The Geelong Hospital – Nortel PABX Implementation with VoIP, 1500+ Digital/Analogue/IP Phones, Network Integration, Call Pilot VMail, Starnet TIMS Integration and ACD Functionality via Symposium – directly responsible for $1.135M+ Project Budget.
•  Thomson Learning – Greenfield site relocation – Nortel PABX Implementation at new site also providing CISCO network infrastructure, Carrier Services including LNP (Local Number Porting), VMail & ACD Functionality via Symposium – directly responsible for $300K+ Project Budget.
• Gathering and understanding client/business project requirements
• Planning and delivery
• Management and communication control
• Develop system testing
• Manage carrier PSTN implementation and LNP services
• Project meetings and status reporting
• Budget tracking and reporting
• Implementation delivery management and project closure reporting
• Major Achievements:
• All projects on time & in budget with agreed approved variations & quality – GP % Margin greater than 15% overall.
• Personally won the deal to double scope and revenue for Thomson Learning – now includes the Data Infrastructure.
• OPTUS PMM (Project Management Methodologies) experience
• OPTUS Project Management Application Tools – NEXUS Resources Management & Reporting / Financial Management

Sep 2004 – Jun 2005 · 9 mos · Greater Melbourne Area

• Senior Project Management:
• Managed the implementation of five projects: -
•  RACV – LAN Infrastructure implementation in new building - $250K+
•  SKYCITY Adelaide Casino – LAN, Wireless Voice & Data, IP Telephony and Voice Mail Infrastructure implementation replacing current systems - $750K+
•  Westfield Southland Shopping Centre – CCME IP Telephony Router & Switch IP Telephony Infrastructure implementation replacing current keyphone system - $50K+
•  Bendigo Bank – IP Telephony, Unity & IPCC Infrastructure Pilot implementation to replace current PABX system - $80K+
•  Mercy Hospital for Women – LAN & Wireless Voice & Data, IP Telephony, Voice Mail and Video Conferencing Infrastructure implementation in new building - $1.4M+
• Gathering and understanding client/business project requirements
• Planning and delivery
• Management and communication control
• Develop system testing
• Manage carrier PSTN implementation and LNP services
• Project meetings and status reporting
• Budget tracking and reporting
• Implementation delivery management and project closure reporting
• Major Achievements:
• All projects on time & in budget with agreed approved variations & quality – GP % Margin greater than 20% overall.
• IBM WWPMM (World Wide Project Management Methodologies) experience
• IBM Project Management Application Tools – APPTOOLS Resources Management & Reporting / Piranha Financial Management / ILC Time Reporting

Oct 2003 – Oct 2004 · 1 yr · Greater Melbourne Area

• Project Management / Consulting including:
• Project Managing three projects: -
•  Telstra Transition Project Phase 1.5
•  Spectrum Replacement Project
•  Alinta Exit Project
• Understanding client/business project requirements
• Plan & deliver Alinta Exit Strategy on behalf of AGL
• Management and communication control of Telstra Australia/Fonecom/MCT/OPTUS/Commander
• Develop PABX testing process to validate vendor reprogramming of system to remove the OPTUS preselection code
• Plan and manage the transition of 20+ PABX system OPTUS preselection reprogramming
• Assess and validate Telstra’s InBound Service Porting process to meet AGL Business requirements and Change Management process
• Audit AGL InBound Services (100+) for porting from MCT/OPTUS to Telstra Australia
• Complete and Fax PAF forms to Telstra Australia
• Manage and validate AGL InBound Service Porting via the use of InControl (Telstra Application)
• Plan and Authorise Transition windows for InBound Service Porting lists
• Validate Telstra’s Complex Port and LNP process
• Check AGL design of complex port for AGL Nth Sydney
• Plan and Authorise Complex Port/LNP for AGL Nth Sydney transition window
• Prepare and validate design of DRA for Nth Sydney PABX cleanup post transition of services to Telstra Australia
• Requirements gathering and design / evaluation of a Telecommunications Billing System for AGL Voice Technologies
• Major Achievements:
• Successful transition of OPTUS preselection removal from PABX systems (20+) within a shortened timeframe and well under budget (~$2,000.00) than initially expected by the client (AGL)
• Successful execution of Phase 1 of the Telstra Transition Project, well under the expected timeframe and budget
• Successful completion of the Alinta Exit Project

Sep 2002 – Aug 2003 · 11 mos · Greater Melbourne Area

• Technical Analysis consulting including:
• Business Case evaluation
• Requirements gathering and Feasibility Study
• Technical specification of requirements to RFT
• Vendor tender response evaluation and selection
• Covering the following technology areas:
•  Call centre and voice network design (PABX, ACD/MIS and ISDN)
•  Telecommunications carrier services and capacity provisioning
•  Cabling infrastructure
•  13/1300/1800 Network routing
•  Data service to integrate network sites and carry VoIP traffic
•  Wideband IP
•  Data and Voice Network separation and security
•  Evaluation of CRM solution
• Major Achievements:
• Feasibility study and business justification to operation a small call centre in Melbourne as incubation and test site for new call centre business services. Cost saving of the networking solution in excess of $30,000.00 per year
• Implementation of short term call centre at temporary incubation site using LG Aria 300 Keyphone system on lease as project recovery to meet business timeframe due to main project delays

Feb 2002 – Jul 2002 · 5 mos · Greater Melbourne Area

• Telecommunications technical management including:
• Facilities management moves, adds and changes (MAC) of PABX systems
• Facilities management moves, adds and changes (MAC) of peripheral systems
• Client requirements gathering and planned implementation of changes
• Auditing network and extensions
• Staff relocation project management (1000+ staff)
• Extension relocation data management
• Systems managed and supported nationally (onsite and via modem):
•  Call centre and voice network design (PABX, ACD/MIS and ISDN) and configuration management
•  Network traffic management, analysis and reporting
•  13/1300/1800 Network routing
•  Telecommunications carrier services and capacity provisioning
•  IVR systems
•  Skills Based Routing ACD/MIS systems
•  Nortel and NEC PABX systems
•  Voice Recorders
•  Vmail systems
•  Cabling infrastructure
• Major Achievements:
• A complete Voice Network Analysis Report covering:
•  Numbering
•  Routes/Trunks/Routing
•  Class of service
•  Application systems current software versions with recommendation

Mar 2000 – Nov 2001 · 1 yr 8 mos · Greater Melbourne Area

• Project management consulting skills including:
• Business Analysis and Evaluation
• Feasibility study and Business Case Assessment
• Business Case Development
• Requirements gathering
• Technical specification of requirements to RFT
• RFT Documentation
• Vendor tender response evaluation and selection
• Technical Knowledge and Expertise
• Relationship Management – co-workers, clients and vendors
• Budget and Cost Management
• Workforce Management
• Communication Management
• Covering the following technology areas:
•  Call centre and voice network design (PABX, ACD/MIS and ISDN)
•  Telecommunications carrier services and capacity provisioning
•  13/1300/1800 Network routing
•  Data service to integrate network sites and carry VoIP traffic
•  Evaluation of CRM solution
•  VoIP evaluation and white paper
•  Cabling infrastructure
•  Conference room audio/visual equipment
•  Access security systems
• Types of projects managed:
•  MIRVAC Residential Apartments – Cabling Infrastructure
•  Loddon Prison – PABX System Audit
•  Department of Justice (DoJ) – Telecommunication contracting services for the new Victorian County Court (VCC)
•  Bovis/Lend Lease – Relocation project
•  TABCORP – Ground floor and Level 13 complete demolition and fitout
•  DHS – W3C Web Site Compliance Audit Report
•  AMP/AAS Tasmania Office – Business and systems relocation
•  Members Equity (ME) – Voice Operations and Call Centre Manager
•  Members Equity (ME) – Business separation from AXA and relocation of business and systems
•  Australia Post – “One Voice” Call Centre Project
• Major Achievements:
• Call centre project management from conception to implementation for Australia Post “One Voice” Call Centres in Sydney and Brisbane managed from Melbourne delivered on time and in budget.
• Successful implementation of a call centre for Members Equity. Client was so impressed they requested I stay on as Operations Manager for the Call centre.

Mar 1999 – Feb 2000 · 11 mos · Greater Melbourne Area

• Telecommunications technical management including:
• Facilities management moves, adds and changes (MAC) of PABX systems
• Facilities management moves, adds and changes (MAC) of peripheral systems
• Client requirements gathering and planned implementation of changes
• Auditing network and extensions
• Staff relocation project management (1000+ staff)
• Extension relocation data management
• Systems managed and supported nationally (onsite and via modem):
•  Call centre and voice network design (PABX, ACD/MIS and ISDN) and configuration management
•  Network traffic management, analysis and reporting
•  13/1300/1800 Network routing
•  Telecommunications carrier services and capacity provisioning
•  IVR systems
•  Skills Based Routing ACD/MIS systems
•  Nortel and NEC PABX systems
•  Voice Recorders
•  Vmail systems
•  Cabling infrastructure
• Major Achievements:
• Relocation of more than 1000 staff and systems over a six month period

Feb 1996 – Feb 1999 · 3 yrs · Greater Melbourne Area

• Responsible for managing day to day operation of the company including:
• Employee Management
• Cashflow and Budgeting Management
• Marketing
• Carrier (Telstra, AAPT and PRIMUS) service provisioning and operational support
• Business Management
• Computer Systems Management and Support:
•  24/7 Help Desk for 3 ISP Businesses via own Business “ISS Internet and Computer Support Services”
•  24/7 Help Desk for client support
•  PC Internet Setup for 2000 clients/users
•  4 Internet Computers Networked
•  3 Unix Servers running BSDI for Web/Mail etc
•  CISCO AS5260 Remote Access Server (RAS)
•  Software Application Development – Electronic Client Email Billing System using PERL and CGI Scripting
• Major Achievements:
• Successful management of a company with over 600 direct clients and 24/7 support services to over 2000 clients via 3 separate ISP businesses

Jul 1987 – Jun 1996 · 8 yrs 11 mos · Greater Melbourne Area

• Responsible for supporting client telecommunication systems and networks including:
• Complex configuration requirements
• Carrier service testing, operation support and restoration
• Level 4 problem resolution for Telstra and Ericsson field technicians
• Product system technical training for clients, installation and support technicians
• The following is a list of clients experiencing my skills:
•  ANZ Bank – Network Manager providing support to network Tie lines, traffic analysis, Network Routing – LCR and Alternate, network numbering and Facilities Management
•  Channel 7 – LCR Network Routing project
•  New Zealand Police – 4 week training on new PABX Network system
•  NAB – software and patch upgrades
•  Board of Works now Melbourne Water – Network Routing and Numbering
•  SEC – Network Routing and Numbering, ACD Queuing and Support
•  Telstra and Ericsson Support Engineers

Jan 1982 – Jun 1987 · 5 yrs 5 mos · Greater Melbourne Area

• Responsible for Clients PABX Systems management and support