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Resume

SUMMARY

More than ten years’ experience managing IT technical & customer service teams prior to changing career-focus towards public health & safety – initially as an Endorsed Enrolled Nurse at Prince of Wales Public Hospital while completing a Registered Nursing degree, and currently as a member of the cardiac team at Lake Macquarie Private Hospital.

EMPLOYMENT HISTORY

Date: Feb 2017 – Current
Registered Nurse
Permanent PT (0.7) – Lake Macuarie Private Hospital
Providing patient care within the Cardiac Ward
Date: Sep 2016 – Jan 2017
Registered Nurse
Casual Pool – Lake Macquarie Private Hospital
Providing patient care within the Cardiac Ward
Date: Feb 2016 – Dec 2016
Position Registered Nurse
Casual Pool – John Hunter Public Hospital
Providing patient care across all wards
Date: March 2014 – August 2015
Position Registered Nurse
Cardiology & Casual Pool – Prince of Wales Public Hospital
Providing patient care within the 26-bed Cardiology Unit on a rotating roster for 12 months prior to joining the Casual Pool in preparation to move to Newcastle, NSW
Date: February 2008 – March 2014
Position Endorsed Enrolled Nurse
Surgical, Cardiology & Casual Pool – Prince of Wales Public Hospital
Providing patient care within Surgical Wards & Cardiology – focusing on ADLs, administration of medications & wound care for patients pre- & post-op.
Date: February 2007-February 2008
Position Trainee Enrolled Nurse
Prince of Wales Public Hospital
Providing patient care in a range of wards/environments including Acute Aged Care, Spinal, Post-Surgical, Mental Health (Kiloh), Respiratory & Infectious Diseases, and Peri-Op

 

 

Date:

 

 

October 1997-March 2005

Title:

Company:

Description:

Snr Project Manager, Global Support Services

Symantec Corporation

Symantec is a global Antivirus and Information Security software vendor

 

Responsible for mentoring and preparing service delivery teams across Europe and Asia, internal process design and implementation for the global support services team, and developing service business opportunities within emerging markets in eastern Europe, the Middle-East and Africa

 

Key Projects and Accomplishments

·        Designed and implemented a global call centre allowing customers anywhere in the world to access technical staff 24×7 for assistance with critical software issues. This allowed customers to contact customer service teams as soon as they discovered problems, reducing the time to resolve customer issues globally, leading to an overall increase in customer satisfaction.

·        In consultation with peers in the USA, significantly enhanced the process for preparing the global customer service and technical teams for new product releases by introducing a structured education programme tailored to the specific requirements of service team members in each country. Improved awareness of new product functionality amongst customer service teams enabled service staff to provide a higher quality of service which had the dual benefit of improving customer satisfaction and increasing morale within the customer service teams leading to a reduction in the rate of staff turn-over.

·        From 2000-2005, grew the 10-person customer service team providing telephone support to home users in Australia & New Zealand, into a highly skilled 50-person team providing consulting services, customer service & technical support to home, corporate & government clients across the Asia-Pacific region.

 

 

EDUCATION

 

Prince of Wales Public Hospital

Acupuncture & Venepuncture, 2015

 

University of Technology

Bachelor of Nursing, 2009 – 2012

 

NSW Health/TAFE NSW

Certificate IV in Nursing (Enrolled Nurse), 2007

 

Surf Life Saving Australia

Bronze Medallion (Certificate II in Public Safety – Aquatic Rescue), 2005

 

ISC²

Certified Information Systems Security Professional (CISSP), 2003