Trinh Teo

** *** ******** ********** *** **** Mobile: 042*-***-*** Email: ac1arg@r.postjobfree.com

CAREER SUMMARY

With over 13 years experience in the IT industry, I am a results driven Project and Program Manager who thrives on customer success through the alignment of new technologies, business strategy and agile practices. I have a diverse business and technical consulting background which helps add a layer of empathy in all my interactions. My experience in leading successful business and digital transformations with cutting edge technologies has equipped me with vital experience across stakeholder management and cross functional team management. I understand the importance of building strong business relationships to enable success and have a deep understanding of business and technical solution delivery, waterfall and agile methodologies and organisational change.

I have a real passion for coaching and developing individuals and teams, and bring enthusiasm, pragmatic calmness and critical thinking to all of my engagements. My unique strengths lie in providing laser sharp clarity for my teams and customers, and my ability to articulate and simplify complexities within challenging programs of work.

EDUCATION

2013: APPS400 Google Project Management, APPS500 Google Apps Change Management

2012: Salesforce System Administration ADM201, Developer 401, Sales Cloud and Service Cloud certifications, Scrum Master Certification

2011: Prince2 Practitioner

2009 – 2010: Prince2 Foundation, Salesforce.com Administrator, Salesforce.com Advanced Administrator, Salesforce.com Consultant and Salesforce.com Developer certifications

2004: University of Technology, Sydney (City Campus) [honors]

Bachelor of Science in Computer Science/ Diploma of Information Technology Professional Practice (Sub Majors: E-Commerce and Business Accounting)

2000: Stella Maris College Manly [Completed HSC with UAI of 95.15]

PROFESSIONAL PROFILE SUMMARY

1.Accredited Project Manager with Business Analysis and Consulting background – Experienced in both agile and waterfall methodologies. I have done advisory and implemented projects and programs with both. I have a rich understanding of technical & functional requirements and related business process, with a key focus on customer success and delivering customer short and long term value through iterative change

2.Dynamic Team Player and Project/Program Lead – Facilitates team work and collaboration through open and clear communication, encouragement and mutual respect. I enjoy mentoring and working with teams and aspire to be a collaborative leader.

3.Master at Time Management and Organisation – I am an expert in bringing calm to complex and manic environments. I excel in organising teams, program and project planning, defining and understanding business processes, and making sure that processes and teams are running as efficient as possible. My results speak for themselves, there has been no deadline or project that I have not been able to successfully deliver or improve on.

WORK EXPERIENCE

1.Senior Manager in Deloitte Digital at Deloitte Australia (November 2013 to May 2017)

Deloitte is one of the leading consulting and advisory firms in the world, and has emerged as having the strongest growth performance of the “Big 4” professional services firms. I worked within the Customer Technology practice, which focuses on transforming clients by unlocking business value with emerging cloud technologies such as Salesforce and Google Apps, as well as collaborating with the digital team(s) in complex programs. My projects have spanned across Not for Profit, Financial Services, Property/Real Estate, Education and Telecommunications industry sectors.

Responsibilities

Program and Project Management of complex Salesforce, ERP and Digital transformation projects of varying sizes.

Agile advisory for clients

Lead and manage RFP and tender responses.

Direct responsibility for creation of contracts, inclusive of scoping, risk and independent assessments and pricing analysis

Nominated career coach for multiple grads, consultants and senior consultants alike

Business transformation lead experience, I have managed teams of Business Analysts on complex transformation programs.

Business readiness and change adoption/integration experience for Salesforce programs

PMO specialist and driver. I have set up and managed PMOs at both client sites and internal.

Highlights

Personal sales attainment of up to $1M in the first 3 months in the role

Successfully turned around 2 “red” programs of work

Lead of internal PMO practice for Customer Technology (Salesforce) team

Successful delivery lead for largest Salesforce and SAP program within APAC for Deloitte

2.Consulting Manager at Quattro Innovation Group (October 2012 to Oct 2013)

Quattro was a platinum consulting partner of Salesforce.com and one of the most experienced cloud consulting practitioners in the region, delivering over 400 successful cloud software implementations since incorporation. They also develop their own force.com applications and are innovative in their adoption and implementation of projects in agile methodologies. My projects have spanned across Financial Services, Property/Real Estate, Retail and Pharamseuticals industry sectors.

Responsibilities

Direct manager of up to 10 consultants

oResponsible for Career Development Planning and mentoring

oKey role in performance reviews and feedback

Scrum Master / Project Manager and project coach for complex projects above >$500K

Project scheduling and resource allocations

Program Management of Salesforce.com, Marketo and Pervasive Projects

Process improvement, changes and practice planning responsibilities and ownership

Responsible for Practice KPIs and billable milestones

Pre-sales and Statement of Work creation assistance

Assisting and developing objectives, strategies and plans aimed at achieving customer satisfaction through on-time, on budget project delivery

Resource and budget management

Facilitation of customer workshops, eventuating in the creation of customer release plans, SOWs and Project Plans.

Highlights

Achievement of highest billable targets for FY 2013 and 2014 after taking on role

Setup successful sales to delivery handover processes

Setup defined materials for PMO

Setup and maintained a resource schedule which resulted in an improvement on KPIs

Promoted to Practice Manager of Consulting after 6 months

3.Project Manager at Oracle (November 2010 to July 2012)

Oracle is a global leader in both hardware and software. Oracle Service Cloud Service combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud. RightNow (now Oracle Service Cloud) is a Gartner magic quadrant leader for Services. As part of the Professional Services team, implementing RightNow (Oracle Service Cloud), I was able to work with many diverse individuals in projects spanning many size and industries. My projects have spanned across FMCG, Financial Services, Public Sector, Education and Telecommunications industry sectors.

Responsibilities

End to end management of the implementation of Oracle Service Cloud (formerly RightNow CX), with up to 10 concurrent projects

Manage vendor resources and consulting partners engaged for successful project delivery

Management of project budget, issue registers, risk, and schedules.

Management of new requirements per change control process

Facilitation of business requirements sessions

Monitor and control the delivery of all approved Project deliverables.

Pre-sales support & assistance

Ensure clients take advantage of best practices

Highlights

On-boarding and mentorship of new junior to senior consultants

Program managed flagship customers through project difficulties

Improvement of Sales to Service handover process

Facilitation and planning of internal product training programs to up skill resources

4.Consultant / Solution Architect at Salesforce.com (Jan 2007 to Nov 2010)

Salesforce.com is a global enterprise cloud computing leader, and has been named the most innovative company in the world numerous times. Salesforce has one of the most successful and oldest cloud-based CRM software solutions in the market.

Responsibilities

Project Management and/or implementation of Salesforce.com Projects for customers.

Salesforce.com application design, configuration and development across all industries.

Assistance with pre-sales, project scoping and running pilot projects

Assisting with data strategy and performing data cleansing and migration

Creating and running business process, technical and training workshops

Management of external vendors on projects

Highlights

Successfully completed up to 30 projects in varying sizes and complexities, across a wide range of industries

5.Business Consultant at Civica Pty Ltd (July 2005 to Dec 2006)

Civica is an international market leader in specialist systems and business process services for organisations across the public sector and around the world.

Responsibilities

Training delivery

Implementation Consulting of Civica’s suite of CRM, Content Management and eServices

products

Business and System process and technical consulting

Customer Support for post-production and ad-hoc issues

Assistance with Pre-Sales Tenders

Highlights

Successfully led and completed 10 projects

Introduced an initiative to improve online self-training for customers

6.Support and Domains Administrator at TPP Internet (Jan 2004 to May 2004)

TPP Internet is now a part of Net Registry. Net Registry is Australia's most trusted online provider, offering services from world-class web hosting to great value domain names, effective web design and online marketing services.

Responsibilities

Support up to 300 inbound customer enquiries, problems and registrations via phone, live online chats, and through email.

Transferring all Australian and International domain names into TPP Internet from various domain registrars while adhering to ICANN and AUDA rules and regulations.

Following up and administering all transfer of legal ownership cases.

Account management for resellers and corporate clients.

Domain administration and maintenance of over 200 000+ domain names.

Highlights

Successfully led and completed up to 10 projects

Introduced a new and more efficient electronic filing system

Implemented new recommendations and changes to the internal CRM system

7.SAP Support Analyst at KPMG (June 2004 to June 2005)

KPMG is one of the world’s leading professional services networks. They provide quality Audit, Tax, and Advisory services to the world’s leading organizations. I was a part of the SAP team used internally and participated in multiple phases of the internal SAP project.

Responsibilities

Customer service request and expectation management (for SAP only)

Participation in continuous improvement/changes of the firm’s business procedures.

Training of users on SAP business procedures via remote control training tool.

Reporting to team members and senior analysts and management on test and real time problems.

Involvement in fortnightly reporting and case analysis, change request activities and user acceptance testing.

Participation on internal SAP improvement projects

Highlights

Highest performer in first contact call resolutions

8.Market Research Interviewer at ANOP Research (Jan 2003 – Jan 2004)

Cold calling from the phone book, and from a customer call lists.

Data entry, recording customer complaints and comments.

Interviewing customers for company surveys via the telephone.

9.Maths and English Assistant Tutor at Kumon Australia and Home (Jan 1999 – Jan 2003)

Tutoring and support of students from Kindy through to year 1

Saw the improved grades of 70% of students

SKILLS

Typing Speed: Approximately 120 w.p.m.

Applications: Oracle Service CX and Customer Portal, advanced functional, technical skills and understanding of Salesforce.com. Advanced skills in Microsoft Word, Powerpoint, and Excel. Intermediate skills in Project, Publisher, Access, Visio, and CRM, R/3, BW and Portal modules of SAP. Intermediate skills on Jira, Trello, and Confluence.

Operating Systems: Linux, Unix, All Microsoft Windows from 95-Vista, Macintosh

Programming Languages: Eiffel, C, Java/JavaScript, CSS, HTML,XML, DHTML, PHP and CGI Scripts.

Internet: Chrome, Internet Explorer, Microsoft Outlook, Mozilla, FTP servers, MYSQL.

Networking skills: Completed semester 2 of the Cisco Certified Network Associate Program (CCNA)

Project Management: Prince2, Agile (scrum), Kanban, Scaled Agile (safe)

INTERESTS

Wine, food and travel

Animal Rights advocacy and charity work

Piano - completed Grade 7 in Piano with Distinctions & Credits from AMEB

REFERENCES

References will be provided upon request.

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