craig mcnish

delivery manager

About

I consider myself as an excellent communicator and can easily build rapport with individuals from various backgrounds. This has enabled me to excel in my various service roles and work well within a team environment. Always providing the best possible customer service and willing to go that extra mile. I have a positive attitude and a friendly personality. I have extensive experience working in Corporate, Enterprise and Government sectors I am reliable, flexible, honest and trustworthy I take pride in my work and always strive to achieve the highest quality. Key Competencies * Team Leadership * Service Delivery * Sound knowledge of Information Technology * Resource Co-ordination * Key Performance Indicator management * Stakeholder management * Service Level Agreement adherence * Process Improvements Please contact me if you have any questions.

Country

new zealand

City

auckland

Industry

information technology and services

Skill

people management, team leadership, team management, customer relations, vendor management, resource management, telecommunications, it operations, operations management, business analysis, business process mapping, change management, process improvement, customer satisfaction, team building, program management, project management, project planning, crm, management, service delivery, itil, it service management, managed services, incident management, information technology, business process improvement, customer relationship management, leadership

Experience

delivery manager

spark new zealand

2016-10 - Present · 10 yrs

team lead - apple support

ibm global process services australia & nz

2013-7 - 2014-2 · 8 mos

* Responsibilities: * ● Manage performance and development for a team of 23 staff supporting Apple Mac. (MAC OSX) * ● Maintain standard operating procedures * ● Develop and foster a team environment which supports team work * ● Ensure quality and metrics are met as per SLA contractual agreement * ● Provide management and client reporting on a weekly basis

operations team member

telstraclear

2004-2 - 2007-8 · 3 yrs 7 mos

workforce co-ordinator

telstraclear

2005-7 - 2007-8 · 2 yrs 2 mos

* Manage and maintain staffing levels to meet business requirements for contact centre * Create rosters for all FOH agents and also operations team within deadlines * Maintain and configure WorkForce management tool * Implement processes to improve workflow of staff, and the overall performance of the contact centre * Arrange for training and mentoring of staff where required * Achievements: * Met all set KPI's * Developed knowledge of operational side of call centre * Gained people management skills * Assisted with running in-house assessment centers to hire new technical staff. This involved interviewing the candidates, group and phone role-play, and providing feedback for decision-making.

helpdesk

ibm

2004-3 - 2005-6 · 1 yr 4 mos

* Deliver excellent customer service * Train and mentor new staff * Logging and tracing IT faults, namely Cisco routers and switches, and ensuring resolution within agreed SLA time frame * Co-ordinating installation requests for corporate IT networks * Assigning internal resource or contractors to resolve faults or complete installations * Monitoring customer service requests until resolution or completion * Initiating the spares tracking process * Ensuring customers are fully informed on progress of all customer service requests * Follow up with customers upon resolution to confirm customer satisfaction * Building relationships with both internal and external customers * Achievements: * Developed excellent customer service and relationship building skills * Developed ability to work under pressure * Developed industry specific knowledge

isp contact center

telstraclear

2002-10 - 2004-2 · 1 yr 5 mos

* Set up and maintain accounts for clear.net and paradise.net customers * Resolve all billing enquiries for customers * Troubleshoot ADSL or dial up queries from customers * Train other CSR's in new TelstraClear in-house computer systems * Respond to webhosting and domain name hosting enquiries from customers * Assist customers with various technical problems, referring when necessary to the 2nd level Helpdesk team

team leader - information systems service desk

auckland council

2014-3 - 2016-9 · 2 yrs 7 mos

* Responsibilities: * ● Managing Service Desk function for organisation * ● SLA management and adherence * ● Manager Incident Management P1/P2 incidents * ● Team development and coaching, and monitoring performance metrics * ● Escalation owner through to resolution * ● Process Improvements and streamlining business efficiencies * ● Maintaining business relationships with key stakeholders and senior managers * ● Ensuring consistent and reliable delivery of service to entire organisation