1. Resume of Craig Perry 0412447390
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PERSONAL STATEMENT
I am a highlymotivatedindividualwithawide range of IT,businessandcustomerservice skillswhois
keentobuilda successful careerwithinaprogressive organisation.Clientsatisifactionisparamountand
I have achievedthisthroughaccuracyand attentiontodetail.Enthusiasticaboutall thingsITand have
the abilitytoengage,discussandprovide educatedopinions.
A teamplayer;equallycapable of workingusingowninitiative toachieve businessobjectives.A SeniorIT
Specialistwith18years’ experience andaproventrack recordof service deliveryacrossseveral
technologiesandbusinessarenas,including:-
• Service DeliveryTechnical
• IncidentManagement
• Call Centre Operations
• Service RestorationManagement
• Internal BusinessSystemsSupport
• Sarbanes-OxleyAuditCompliance
• Staff coaching/ training
• Analytical problemsolver
• Knowledgeof JavaandHTML
• Office 365 supportexperience
• Technical supportexperience inOffice 365and Office 2013.
• WorkingKnowledgeof SkyDrive andOne Drive
• Knowledgeof howtotransferfiles/documentstopersonal devices.
• Skype experience
• As perbelow,Iam a MCP (MicrosoftCertifiedProfessional) inWord,Excel,Powerpoint
and MicrosoftExchange Server.
2. WORK EXPERIENCE
IBM Australia 1997 - 2016
2014 – 2016 Service Planner– Lenovo
Skill set and activities
In 2014 I acceptedthe role of Service PlannerforLenovoaftertheyreturnedtoIBMto provide
service delivery.Thisrole involvedobtainingfailure ratesfromLenovoforeachof their
machinesandbasedonthat data, ensuringthatIBMhad a stockingstrategyinplace at each
warehouse locationaroundAustraliaensuringthatsufficientpartswere stocked.IleftIBMbut
came back ona consultingbasistoassistnew staff.
Key Achievements
Parts availability95%
All SLAsmetor exceeded
2013 – 2014 Service RestorationManager
Skill set and activities
The Service RestorationManagerrole involveddrivingthe service deliveryteamstoresolvethe
IT issue withinthe allocatedservicedeliverytime.Iwasresponsibleforgettingall parties
involvedinresolvingthe problemontoabridge call andto ensure thatall teams(hardware,
software andnetworking) hadasetof keystepsto follow allowingthe issuetobe identifiedand
hence resolved.Thisrole offeredsupportona24x7 shiftroster.
Key Achievements
All issuesbroughttomyattentionwere resolvedwithinthe customerexpectedSLA
2008 – 2013 IT Specialist
Skill set and activities
As an IT Specialistitwasmyresponsibilitytolookafterthe call managementsystemthatwas
usedby our call centre toensure that the systemallowedthe consultanttoplace the call with
the minimumof keystrokesandtherefore allowingcallstobe placedmore efficiently.Iwasalso
responsible toensure thatduringcall placement,all relevantcustomerinformationwas
obtainedwithoutthe needforourtechnical teamstocall the customerback.Aftersuccessfully
implementingenhancementstothe call placementprocedureIthentookonthe responsibility
to alsoprovide these enhancementstoourentitlementsystemstoensure thatcustomerswere
not underservicedoroverserviced.
Key Achievements
Systemavailabilitymaintainedat100% for 20 consecutive quarters
Entitlementprovidedattime of call placement
3. All relevantdatacapturedattime of call placement
2005 – 2008 Software EntitlementTeam Leader
Skill set and activities
IBM Entitlementistoensure customersare notunderservicedoroverserviced.Asan
entitlementteamleader,Iwasresponsible toensure thatcustomersreceivedwhattheypaid
for. The teamwouldresolve all entitlementdisputesbefore Service Delivery wasinvokedandI
was responsible toensure staffinglevelswerecorrectbasedonIVRinboundcall statistics.
Key Achievements
100% of all disputedcallsinentitlementwere resolved
Timelyandaccurate reportingto management
All SLAsmetor exceeded
2003 – 2005 Call Centre Team Leader
Skill set and activities
In thisrole I wasresponsibleforleadingateamof 20 professionalsinensuringthatcallswere
placedtimelyandaccuratelyforourtechnicianstoattendsite andrepaira faultymachine.
Key Achievements
AbandonmentRate lowerthan5%
Average SpeedtoAnswerunder5mins
Average TalkTime lowerthan5 mins
Timelyandaccurate reportingto management
Managing leave androstering
2001 – 2003 Service Planner– Smart Centre
Skill set and activities
As Service PlannerforSmartCentre itwas myrole to provide new waystoenhance the
performance of the centre.Thisinvolvedprovidingadditional trainingtomeetthe newly
announcedproducts,providingrecommendationtothe TeamLeaderand Manager of staffing
requirementsbasedoncall trenddata.
Key Achievements
Lessthan 5% abandonmentrate
ResolutionRate beingkeptatover85%
FirstTime Fix at 95%
1999 – 2001 Remote Technical Support Team Leader
Skill set and activities
4. In thisrole I wasresponsibletodrive the RTSteamto resolve asmanycallsas possible overthe
phone toavoida technicianhavingtovisitsite.
Key Achievements
ResolutionRate of over85% viaphone fix
Managing leave androstering
Timelyandaccurate reportingto management
1997 – 1999 Service Representative
Skill set and activities
My role asa service representative wastovisitcustomersitesrepairingfaultyequipment.This
involvedrepairingPC’s,Printers,NetfinityServersandDEET KioskPC’s.
Key Achievements
Alwaysmetscheduledappointmenttime
All faulty/nonusedparts returnedtoIBM ina timelymanner
Timelyandaccurate reportingto management
100% first-time-fix rate
All SLAsmetor exceeded
EDUCATION
• DiplomaBusiness/IT
• HighSchoolCertificate
• MCSE(MicrosoftCertifiedSystemsEngineer)
• ITIL V3 Fundamentals
• ITIL V4 Foundation
• A+ Certified
• NetfinityServerCertified
• KT Resolve –ProblemManagement
• DoolyDynamics – Don’t justsitthere,pickupthe phone
TECHNICAL SKILLS
• MCP (MicrosoftCertifiedProfessional) Word,Excel,PowerPoint&Exchange
• Active Directory(Management,creation,groups,exchange,permissionsetc)
• Accurate call loggingskillsusingIBMproprietysoftware
• MicrosoftWebmail
• Telecommunicationsexperience (TCPIP)
