Lorraine Duncan CV 3.0.doc
- 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