The document provides a professional profile for Joseph Pitt, including personal details, areas of expertise, work experience, achievements and qualifications. Pitt has over 15 years of experience in people management, project management, client relations, and business development. His most recent role is as Director of Joe Pitt Fitness, where he focuses on new business development, client retention, and business planning. Prior to this he held several managerial roles with Queensland Shared Services, managing teams, projects, and client relationships. Pitt has a proven track record of success in people management, continuous improvement, and meeting organizational goals.

1. PROFESSIONAL PROFILE
Personal Details
Name: Joseph Pitt
Street Address: 5/12 Agnes Street
Morningside, QLD 4171
Phone: 0402900601
Email: pittyj11@yahoo.com.au
Key areas of strength
• Proven people management skills for large teams
• Coordinating end to end recruitment
• Successfully mentoring and performance management
• Communicating with all levels of staff in the organisation
• Working to Best Practice models and identifying Continuous Improvement opportunities
• Extensive experience in Business Development in attracting new business
• Client retention
• Proven skills in Incident Management, Project Management, Change Management, Account
Management, Communication and problem solving.
• Diverse project management methodologies such as departmental ICT project management
framework and Prince2
• Project delivery and system implementation/upgrades on business critical applications.
• Successfully aided business areas in meeting their overall objectives by developing innovative
and cost-effective solutions.
• Relationship building and negotiation/liaison with internal key stakeholders and external vendors.
• CRM & Online customer solution implementation encompassing inbound and outbound activity.
• Successfully administered project management services including project planning, resourcing,
and coordinating, monitoring, negotiating, reporting, risk and issue management.
• Excellent time management and organisational skills.
• Ability to think laterally and “out of the square” to find solutions to any given challenge.
• Ability to prioritise and maintain flexible work habits in high-pressure environments.
• A team player with the ability to work independently and to assist others within the team when
required.
• Skilled in identifying process improvement opportunities enhancing business efficiencies,
productivity and reporting accuracy.

2. Joseph Pitt Professional Profile
Professional Experience Snapshot
Dec 2012 – Current Director Joe Pitt Fitness
Brisbane QLD
July 2010 – Nov 2012 Service Delivery Manager Queensland Shared Services
Brisbane QLD
Jan 2007 – July 2010 Team Leader Queensland Shared Services
Brisbane QLD
April 2006 – Dec 2007 Assistant Team Leader Queensland Shared Services
Brisbane QLD
Nov 2005 – Mar 2006 Customer Service Queensland Shared Services
Consultant Brisbane QLD
Feb 2002 – Jan 2005 Finance Officer Queensland Shared Services
Accounts Payable Brisbane QLD
Current Position – Director Joe Pitt Fitness
New Business Development:
• Prospect for potential new clients and turn this into increased business.
• Cold call as appropriate within your market or geographic area to ensure a robust pipeline of
opportunities. * Meet potential clients by growing, maintaining, and leveraging your network.
• Identify potential clients, and the decision makers within the client organization.
• Research and build relationships with new clients.
• Set up meetings between client decision makers and company’s practice leaders/Principals.
• Plan approaches and pitches. * Work with team to develop proposals that speaks to the client’s
needs, concerns, and objectives.
• Participate in pricing the solution/service.
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3. Joseph Pitt Professional Profile
• Handle objections by clarifying, emphasizing agreements and working through differences to a
positive conclusion. * Use a variety of styles to persuade or negotiate appropriately.
• Present an image that mirrors that of the client.
Client Retention:
• Present new products and services and enhance existing relationships.
• Work with technical staff and other internal colleagues to meet customer needs.
• Arrange and participate in internal and external client debriefs.
Business Development Planning:
• Attend industry functions, such as association events and conferences, and provide feedback and
information on market and creative trends.
• Present to and consult with mid and senior level management on business trends with a view to
developing new services, products, and distribution channels.
• Identify opportunities for campaigns, services, and distribution channels that will lead to an
increase in sales.
• Using knowledge of the market and competitors, identify and develop the company’s unique
selling propositions and differentiators.
Management and Research
• Submit weekly progress reports and ensure data is accurate.
• Ensure that data is accurately entered and managed within the company’s CRM or other sales
management system.
• Forecast sales targets and ensure they are met by the team.
• Track and record activity on accounts and help to close deals to meet these targets.
• Work with marketing staff to ensure that prerequisites (like prequalification or getting on a vendor
list) are fulfilled within a timely manner.
• Ensure all team members represent the company in the best light.
• Present business development training and mentoring to business developers and other internal
staff.
• Research and develop a thorough understanding of the company’s people and capabilities.
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4. Joseph Pitt Professional Profile
• Understand the company’s goal and purpose so that will continual to enhance the company’s
performance.
Other Skills and Qualifications
Networking, Persuasion, Prospecting, Public Speaking, Research, Writing, Closing Skills,
Motivation for Sales, Prospecting Skills, Sales Planning, Identification of Customer Needs
and Challenges, Territory Management, Market Knowledge, Meeting Sales Goals,
Professionalism, CRM, and Microsoft Office.
Previous Positions
Service Manager, Queensland Shared Services
July 2010 to November 2012
Management responsibilities:
• Managing a Service Team of 45 staff
• Coordinating the recruitment processes
• Managing redeployment of employees for project and areas of responsibility
• Supervising, supporting and mentoring Team Leaders
• Coaching and mentoring Managers in performance management and any complaints or
grievances of employees
• Assisting in HR processes for project start up, including managing recruitment requirements,
coordinating Position descriptions, meeting client system requirements
• Delivering workplace inductions in line with departments and legislative requirements.
• Implementation and review of HR procedures and processes with in my work unit
• Communicating with staff regularly with operational updates via meeting, emails and the
departments intranet
• Developing staff for future career progression, and providing support and guidance through one
on one discussions
• Fostering an equitable and fair workplace ethos through the implementation of management
standards and policies, for example, Staff Development Plans, coaching, recruitment and
selection, training and development, and workplace of equity free from discrimination
• Generating and maintaining confidential staff information, including employment offers and staff
correspondence.
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5. Joseph Pitt Professional Profile
• Coordinating and tracking the probation and performance review, including training and
communicating with managers to ensure participation in performance management initiatives
• Abide by Workplace, Health & Safety principles and seek further information from HR (Human
Resources) when required.
• Demonstrating leadership by modelling and promoting professional competence, accountability
and ethical behaviours
• Creating an environment which is committed to the businesses vision and values and proactively
leading organisational and cultural change as it impacts on staff and/or processes
• Utilising a team based approach to the management of high performing teams that capitalises on
members’ diverse skills/backgrounds and supporting them through appropriate resourcing and
effective delegation
• Promoting work force planning by encouraging goal setting, ongoing performance reviews and
achievement of Key Performance Indicators to enhance workforce capability
• Providing training and development to enable staff to acquire and maintain the necessary
competencies to meet current and future demands and empower them to seek challenges and
develop skills
• Communicating with all levels of staff in the organisation
• Working to Best Practice models and identifying Continuous Improvement opportunities
Client Engagement & Project responsibilities:
• Building and maintaining client relationships while maintaining a client focus
• Managing client expectations
• Adapting analytical skills through research and evaluation
• Managing the operational and financial performance of the contract, to maximise overall
performance to the Customer
• Day-to-day management of contracted service level agreements, acting as a delivery escalation
point around priorities and problems
• Working with Customers, Partners, Account Management Team and service delivery leadership
to provide advice on solutions to business requirements, and planning services to be delivered
• Working closely with the Customers to identify business requirements, and define service
requirements for new services
• Working with the Customer and delivery groups to commit to the scope of work for the planning
phase of projects, establish initial scope, schedule, and cost for project delivery
• Completing projects in accordance with customer requirements, from Business Requirements
Definition through to Final Sign-off and Acceptance
• Understanding life cycles of the business to provide Continuous Improvement opportunities
• Drive new business development opportunities
• Identify risks throughout projects through risk assessment points
• Developed quality assurance process to reduce error or complacency
• Identifying potential risks to the business or project
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6. Joseph Pitt Professional Profile
• Writing briefing notes at the appropriate level
Understanding of the issue and its impacts to the business
• High level communication skills – understand stakeholders and broad consultation/escalation
undertaken
• Lessons learnt captured and explained process used and implemented solution/improvements
• Effectively manage client information to support decision making
• Understanding priorities and business direction of the organisation
Achievements/Outcomes:
• Major contributor to development of ITIL compliant Incident Management policy and procedures
across the Department
• Major contributor to the design and build of Service Now Knowledge Database
• Completed Business Unit Plan’s in alignment with the department’s strategic plan.
• Completed work unit Business Continuity Plans
• Maintained the knowledge and skill levels of all 45 employees through training or mentoring
programs
• Managed the development and implementation of the induction program for new starters.
• Supported Team Leaders with the management of under performing staff through a ‘performance
management’ process. Outcomes have included both improved performance and dismissal.
• Developed and maintain daily and monthly performance and activity statistics in relation to Key
Performance Indicators including trend analysis.
• Successfully developed an introducing a new coaching structure across the work unit.
• Successfully developed an introducing a new Quality Assurance Program to minimise or identify
risk with in the work unit.
• Created a Rewards and Recognition Program to improve staff morale and involvement with in the
work unit
• Provide staffing recommendations to Executive Management to ensure appropriate staffing of the
Service Desk.
• Participated on multiple recruitment selection panels as Chairperson and Panel member, where I
have applied the Equal Employment and Anti-Discrimination Act principles.
• Manage and encourage a work environment that values all staff and their contributions
• Aware of Workplace, Health & Safety principles and seek further information from HR (Human
Resources) when required.
Current Position – Team Leader
• Managing a Service Team of 25 staff
• Conduct recruitment activities
• Supervising, supporting and mentoring Assistant Team Leaders
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7. Joseph Pitt Professional Profile
• Conduct coaching and performance management of staff
• Training of newly on boarded staff
• Delivering workplace inductions in line with departments and legislative requirements.
• Communicating with all levels of staff in the organisation
• Developing staff for future career progression, and providing support and guidance through one
on one discussions
• Leading the team to meet Service Level Agreements and objectives
• Leading both onsite and remote teams to meet goals and project deadlines
• Deliver best practice process improvements based on Business Unit and Corporate models and
industry standards/references
• Identifying key individual strength & utilising these strengths
• Driving team culture
• Fostering an equitable and fair workplace ethos through the implementation of management
standards and policies, for example, Staff Development Plans, coaching, recruitment and
selection, training and development, and workplace of equity free from discrimination
• Apply Workplace, Health & Safety principles and seek further information from HR (Human
Resources) when required.
Client Engagement & Project responsibilities:
• Conducting high level problem solving, for quick an effect resolution
• Developing action plans to address negative feedback from external clients
• Identifying Continuous Improvement opportunities
• Analysing, designing and implementing new processes or procedures
• Maintaining current documentation
• Analytical reporting of daily, weekly and monthly data to identify trends, risks or patterns
• Leading the service recovery process during major incidents (network outages)
• Liaising with support teams across the organisation
• Ensuring regular communication with the client, the support teams via meetings or
correspondence
• Writing and distributing event/incident reports to clients
 Performing Incident and Problem Manager activities
• Developing processes between organisations to streamline customer interactions
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8. Joseph Pitt Professional Profile
• Identifying potential risks to the business
Achievements and Outcomes
 Successfully managed 25 staff while maintaining KPI objectives
 Produced training material for staff and the resources for them to source the information for
further development with in the workplace.
Successfully coached staff in advancing their skills and knowledge
Previous Positions – Senior/Business Analyst, Project Manager Key
Projects
Assistant Team Leader, Queensland Shared Services
April 2006 to December 2006
Management responsibilities:
• Managing a Service Team of 4 staff
• Conduct recruitment activities
• Supervising and support to Customer Service Consultants and Officers
• Conduct coaching, mentoring and performance management of staff
• Training of newly on boarded staff
• Delivering workplace inductions in line with company and legislative requirements.
• Communicating with all levels of staff in the organisation
• Developing staff for future career progression, and providing support and guidance through one
on one discussions
• Leading the team to meet Service Level Agreements and objectives
• Deliver best practice process improvements based on Business Unit and Corporate models and
industry standards/references
• Identifying key individual strength & utilising these strengths
• Fostering an equitable and fair workplace ethos through the implementation of management
standards and policies, for example, Staff Development Plans, coaching, recruitment and
selection, training and development, and workplace of equity free from discrimination
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9. Joseph Pitt Professional Profile
• Apply Workplace, Health & Safety principles and seek further information from HR (Human
Resources) when required.
General Business responsibilities:
• Advanced problem solving as Subject Matter Expert
• Incident and Service Request investigation and resolution.
• Identification and escalation of Major incidents
• Providing a high level of Customer service to internal and external clients
• Handling escalations from Customer Service Consultants and Officers
• Security administration (User provisioning of system access)
• Providing training to newly on boarded Customer Service Officers and Customer Service
Consultants Providing training in the following applications
o SAP ECC
o SAP R/3.
o Aurion
o Citrix
• Perform employee coaching as per the Customer Service Solutions coaching strategy
• Performance monitoring
o Data and security integrity checks as per Customer Service Solutions requirements
o Call monitoring as per Customer Service Solutions requirements
o Key Performance Indicators (KPIs) monitoring as per Customer Service Solutions
requirements
• Communicating to the Team Leader about prioritising workloads and staffing matters
• Writing support documentation (eg: Work Instructions, How to Logs, Knowledge Articles, etc)
• Communicating with Second Level Support
• Following the ITIL incident processes to report and resolve incidents
• Supporting staff in a changing environment
Achievements and Outcomes:
 Produced training material for staff and the resources for them to source the information for
further development with in the workplace.
 Successfully coached staff in advancing their skills and knowledge
Education & Professional Development
Education
• Queensland Certificate of Education – Kelvin Grove College (Completed 1997)
• ITIL Foundation V3 (Completes 2007)
• Prince 2 Foundation (Completes 2011)
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10. Joseph Pitt Professional Profile
• Certificate IV in Business – Frontline Management (Completes 2006)
• Certificate IV in Telecommunication Call Centres (Completes 2006)
Courses
• Coaching & Development (Completes 2006-2009)
• Performance & People Management Training (Completes 2012)
• Emotional Intelligence Training (Completes 2012)
Application Proficiency
• Microsoft Office
• Microsoft Visio
• Microsoft Project
• Microsoft Excel
• Microsoft Access Database
• SAP Versions 2, 4 and 6
• Aurion Versions 9 and 10
• Advanced Database Query Tool
• Team Foundation Server
• BMC Remedy Action Request
• Microsoft SQL Server
• Departmental/Corporate Systems
• Service Now
Referees
Available on Request
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