Overview

This is the site of Tim Douglas, where I list my experience in the Messaging platforms,OVP, Broadcasting, Internet, IT and Finance industry to date. The site is laid out so as to provide an overview and allow the reader to drill down into detail if required.

It consists of an Introduction, a Career Summary, a detailed description (Experience) and a list of Skills and interests together with details on how to contact me. All these can be accessed from the left panel.

The reader can also download my CV by clicking on the link below.

I am certified PRINCE2 Foundation and Practitioner and experienced in PMBOK and Agile Projects.

Current Role

Technical Account Manager (TAM), APAC at Khoros

Khoros provide platforms for Digital Care, connecting businesses to their customer base via messaging, Community for customised online communities and Marketing for social media marketing and sentiment analysis. My role as a TAM is to support our large, strategic clients and be the interface between the client and the Khoros business, specifically in support. 

  • Liaison between our Clients, Technical Support, Product, Engineering and Sales.
  • Problem solving with our Technical Support and Product teams, manage upgrades and fixes as needed.
  • Perform regular reviews of Support performance and report this to the GM of APAC

Introduction

  • MAM Lead Implementing Enterprise-wide Media Asset Management system at SBS for a user base of 650 users.
  • Experienced in roles as Design Lead/Architect, Business Analyst, Solutions Analyst, E2E Architect, Project Manager, Pre-Sales, Tester, DBA & Developer.
  • Over ten years expertise in Telco Billing, plus three years in Electronic Bill Presentment & Payment (EBPP) systems. Additionally, worked in the Internet & Automotive Industries for several years.
  • Through my extensive experience with many Telcos, I have a thorough understanding of these organisations & their business processes from Order management (handsets & SIM cards) right through to Provisioning, Mediation, CRM, Billing, Bill Production & Payment.
  • Experience in SIM Card applications, Voicemail systems, Handset email and Billing within the Telco industry as well as Emailing Systems, Cloud based CRM and Virtual Call Centers.
  • I have a good understanding of all systems from Analogue, 2G, 2.5G & 3G & their differing characteristics such as location based services, presence & video conferencing. Familiarity with Xcode (iOS).
  • As a Business Analyst I have produced Business Requirements Specification documents & corresponding Traceability Matrixes & am also familiar with the Unified Process of requirements gathering. In creating these documents, I have interfaced with all levels of the business including, Operations, Customer Management, Financials & Marketing & later reviewed the corresponding Solution designs.
  • Extensive experience in Systems Integration, Billing & Implementation projects. Responded to RFI/RFPs & also bid managed liaising with all areas of the corporation, the client & sales teams. Extensive experience in client facing activities at all levels of business.
  • Good Understanding of the Mobile Telecommunications Industry
  • Extensive experience in Systems Integration, Billing & Implementation projects. Responded to RFI/RFPs & also bid managed liaising with all areas of the corporation, the client & sales teams. Extensive experience in client facing activities at all levels of business.
  • My strengths have consistently been described by my managers & peers as: “a person who is tenacious & gets the job done, has great client facing skills along with first rate communication skills, produces high quality well tested work, is well organised & convincing & is sincere & credible during customer interaction.”
  • Recently studied full-time gaining a Certificate IV in Interactive Multimedia at the Sydney College of Computer Graphics. With the rise of media rich content in telecommunications, especially 3G, I feel it is increasingly important to understand the creation of 3rd party content & how it may be integrated into mobile telephony. Combining this qualification with my existing Systems Integration skills in Telecommunications, Billing & Electronic Payments gives me a unique understanding of these converging technologies.
  • Fluent in German (For complete listing of my skill set, please refer to the Skills page.)