1. Lorraine Duncan
PERSONAL DETAILS
Email: lorraineduncan@optusnet.com.au
Contact: 0417 124 730
PERSONAL STATEMENT
I consider myself to be adaptable, self-motivated, and an outside the square
thinker, loyal, and most importantly a good team player. Throughout my
professional career, I have progressed through a variety of roles where I had
to constantly adapt to new and challenging environments and technologies,
encompassing; general, operational, and project management.
KEY EXPERIENCES AND STRENGTHS
 Over 10 years IT Managed Services experience
 Strong client focus and an appreciation of their requirements
 Deep understanding of emerging technology and global market
trends
 Proven Team Leader
 Adaptable to change
 Willingness to learn
 Strong interpersonal and communication skills

2. EMPLOYMENT HISTORY
ADP Payroll Solutions
Nexus Court
MULGRAVE VIC
Administrator
April 2015 - current
Maintaining policies, renewals, cancellations and payments.
Setting up of new contracts and policies.
Maintaining database and working closely with Superannuation funds, including
investigation work within policies to locate lost monies and dealings with Australian
Taxation Office.
Updating of work manuals and processes and procedures. Working with production
team to introduce new programs and databases to ensure a consistent work ethic
across the board to make the structure of the company more proficient and staying
up to date with all procedures to ensure we stay a number one service throughout
the world.
Establishment and administration of service contracts to be delivered by
Managed Services, including effective service establishment, accurate
contract data, outputs, correspondence and back-to-back services to enable
service delivery
Ensuring all SLA’s and KPI’s are met in an effective and timely manner
Understanding and solving issues with Internal and External Clients.
Reconciliation of client contracts to ensure database integrity and accurate
delivery of services
Allocate/assign responsibilities, train and support staff to ensure team is cross
trained and multi-skilled so as to ensure no single point of failure in the
management of contracts

3. Dimension Data
10 Dorcas Street
South Melbourne Vic 3206
Ph: 9626 0770
Team Leader – South Australian Government Contracts Administrator
January 2008 – November 2014
 Co-ordination and supervision of day-to-day activities within the
Contracts Team including:
 Establishment and administration of service contracts to be delivered by
Managed Services, including effective service establishment, accurate
contract data, outputs, correspondence and back-to-back services to
enable service delivery
 Reconciliation of client contracts to ensure database integrity and
accurate delivery of services
 Providing information on request from internal resources and clients
including, but not limited to, Service Confirmation, Record of
Entitlement, Contract and Billing Information
 Maintain and manage the Contracts database and service requests
relating to contract orders
 Allocate/assign responsibilities, train and support staff to ensure team is
cross trained and multi-skilled so as to ensure no single point of failure
in the management of contracts
 Prepare and collate monthly reports
 Renewals of accounts.
 Invoicing and reconciliation of monthly invoicing, prepare and collate
monthly invoice report.
 Weekly data integrity reporting
 Understand the scope, delivery mechanisms and processes of all
Services delivered by Managed Services
 Actively promote the Managed Services business and client service
philosophy
 Involved in the execution of the Managed Services business plan and
strategies relating to Contracts Management
 Provide input into the new Managed Services blueprints as required
 Provide input into Annual Performance Reviews process with the
Manager, Service Establishment
 Implementing new procedures and reports
 Ensure all deadlines are met in a timely and accurate manner
 Setting of KPI’s and SLA’s.
 Ensure that all contracts reflect correct Vendor details and services
Dimension Data
10 Dorcas Street

4. South Melbourne Vic 3206
Ph: 9626 0770
Contracts Administrator
October 2006 – December 2007
 Process new orders, additions, renewals, cancellation and change
requests from clients and internal staff, in accordance with prescribed
procedures
 Invoicing new orders and renewals of expired contracts
Officeworks – Ringwood Branch
Maroondah Highway
Ringwood
Compliance Coordinator
November 2000 – October 2006
 Ensuring the store is compliant in the fields of Asset Protection, Safety,
Audit and ACCC standards.
 Monitoring the cash handling in the store, auditing registers, maintaining
sufficient cash holdings, investigating and resolving cash errors.
 Investigating all refunds processed, processing all banking procedures,
ensuring all paperwork in the cash office is complete and up to date.
 Monitoring the stores ‘add-on’ sales, by tracking all warranty’s sold.
Encouraging the team and providing coaching to sell warranty’s to help
reach the stores targets.
 Checking the store shelf edge label integrity, by completing scan checks
and making adjustments as required.
 Processing merchandise through the progressive markdown system.
 Coordinating the daily coverage of the registers.
 Using the Officeworks network to print and distribute communications
each morning to relevant team members and managers within the store.

5.  A trained safety leader in the store, I attend all monthly meetings and
communicate all relevant safety information and training packages to
my team. I am also responsible for monitoring contractors in the store, I
ensure they work safely, that they follow induction procedures, and that
team members are conducting spot checks on contractors regularly. I
also conduct daily inspections of the store to ensure it is safe for my
fellow team members.
 Providing administrative assistance to my store management team as
required.
QUALIFICATIONS
 Microsoft Windows, Excel, Word, Power point, Outlook
 SAP
 Siebel
 Safety/Fire Warden
 Occupational Health and Safety Officer having completed course with
Worksafe Victoria.
REFEREES
Wendy McLeod
Dimension Data
Contracts Manager
Mobile: 0410 115 555
Heather Kitteringham
Dimension Data
Reporting Analyst
Mobile: 0418 540 815