Jesse Crombie
Service Delivery And Fulfilment
Red Beach
Summary
Dedicated Service Delivery and Technology professional with long-term experience in Provisioning, Service Delivery, Systems Engineering, Project and People management and Tech!
If you're looking for someone who excels working under pressure and grows all the while adapting to new situations and challenges, please continue reading.
I am constantly striving to ensure consistent value delivered to both clients, and my organization, and provide support to my team whenever I can.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
3
3
Certifications
Work History
Resource Coordinator
Computer Concepts Limited
01.2022 - Current
- First point of contact for Escalations and requests to Auckland Consultancy/Professional services Nationally and internal stakeholders within CCL and the wider Spark business.
- Responsible for alignment of Engineers to Project and BAU pipeline work, including collaborations during internal team standups.
- Ongoing support for Consultancy Team leads, assisting with scheduling, forecasting, client and SDM/Project manager booking requests for all teams nationally.
- Responsible for validation of requested work, (Internal and external stakeholders) creation and management of IT Ticketing within AutoTask and ServiceNow.
- Datacentre Access management for Auckland Consultants and Engineers, some select clients.
- Responsible for leading weekly standups to enable sales to pipeline and pre-sales work for the Professional Services team.
- Overflow Engineering work undertaken sporadically.
Fulfilment Lead - Data
Vocus New Zealand
8 2020 - 01.2022
- Implement and Deploy Data Services at client sites.
- Managed third-party clients to drive delivery of required services.
- Assessed project scope to confirm details and understand customer expectations in advance.
- Supported project managers in managing schedules and milestones.
- Coordinated internal resources and third-party vendors for execution of projects.
- Reported regularly to managers on project budget, progress and technical problems.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
- Utilized internal systems to organize and track internal stakeholder tasks.
Fulfilment Lead - Procurement and Billing
Vocus New Zealand
07.2019 - 08.2020
- Regular communication and collaboration with 3rd party stakeholders.
- Evaluated supplier quotes based on purchasing procedures and competitiveness in quality, price and delivery.
- Delivered Access requirements for Data and Voice circuits to customer locations within specific timeframes.
- Received and processed stock into inventory management system.
- Configuration and provisioning of ordered access inside internal systems.
- Creation, maintenance, and update of purchase orders supplied to 3rd party vendors.
Provisioning Specialist
Vocus New Zealand - Orcon & Slingshot
08.2018 - 07.2019
- Monitored for and corrected exceptions for provisioning of residential copper and fibre broadband.
- Provided on call support to front line call centre staff for provisioning enquiries.
- Performed new Provisioning work that was outside scope of company automation.
- Reviewed and updated up to 100 provisioning fault tickets lodged by customer service agents and sales teams per day.
Technical and Billing Representative - Digital
Vocus New Zealand - Orcon Limited
08.2017 - 08.2018
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Customer communications through inbound and outbound emails.
- Identified, researched and resolved billing inconsistencies to maintain system accuracy and customer satisfaction.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process up to 50 customer enquiries by email per day.
- Live chat support to up to 30 customers per shift.
Education
Levels 5 And 6 Diploma - Computing And Network Engineering
Avonmore Tertiary Institute
Auckland, Takpuna 08.2014 - 06.2016
Skills
Service Delivery
Workforce Management
Project Coordination
Project Delivery
Systems Engineering
Datacentre Administration
Customer Engagement
Adaptability
Data entry proficiency
AGILE Fundamentals & Product Ownership
Stakeholder Collaboration
Certification
ICAgile Certified Professional
Timeline
ICAgile Certified Professional - Agile Product Ownership
05-2024
Microsoft Certified: Azure Fundamentals
03-2023
ICAgile Certified Professional
05-2022
Resource Coordinator
Computer Concepts Limited
01.2022 - Current
Fulfilment Lead - Procurement and Billing
Vocus New Zealand
07.2019 - 08.2020
Provisioning Specialist
Vocus New Zealand - Orcon & Slingshot
08.2018 - 07.2019
Technical and Billing Representative - Digital
Vocus New Zealand - Orcon Limited
08.2017 - 08.2018
Levels 5 And 6 Diploma - Computing And Network Engineering
Avonmore Tertiary Institute
08.2014 - 06.2016
Fulfilment Lead - Data
Vocus New Zealand
8 2020 - 01.2022
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