Our People
Dedicated experts, exceptional solutions.
YOUR TRUSTED TEAM
Supporting and Empowering Aussie Businesses.
Welcome to the heart of our business – the amazing people who make everything possible here at Arrow.
We’re proud to say that we’re 100% Australian run, and that means you get the benefit of local expertise from a team that truly cares about your success.
With a commitment to excellence and a customer-centric approach, we are here to bring your business goals to life and support them into the future.
SERVICE DESK
Customer Service Champions
Arrow’s friendly customer service team is on hand with expert advice and support. As the frontline ambassadors of Arrow, they are committed to providing exceptional support to businesses, addressing enquiries, resolving issues, and offering guidance on our suite of telco and IT solutions. Businesses can rely on our customer service team to navigate challenges effectively and optimise their experience with our services.
Trust in our performance: With a >95% SLA for inbound enquiries, we ensure rapid solutions and unbeatable peace of mind for our customers. Our customer satisfaction (CSAT) score of 91%* speaks volumes about our commitment to excellence.
*Arrow CSAT scores calculated for Oct-Dec 2024
- 8×8 Build Basics
- 8×8 Build Essentials
- 8×8 CaaS Build Certified
- Callflow Management:
Streamlining your communication processes for optimal efficiency. - Change Requests and User Reconfigurations:
Tailoring your services to meet evolving needs with precision. - Onboarding/Offboarding:
Smooth transitions for new team members and seamless farewells when it’s time to part ways. - Incident Management:
Prompt and effective resolution of any challenges that arise. - Network Quality Assessment:
Ensuring your network operates at its best, delivering top-notch performance at all times.
MANAGED IT SERVICES
IT Expertise and Excellence
Our expert IT team covers every aspect of Managed Services, with comprehensive support across desktops, servers, networks, Business Disaster Recovery, and Microsoft 365.
Our commitment to supporting a wide array of technologies ensures we deliver tailored and reliable solutions that meet the diverse and evolving needs of our clients.
Our team boasts a dynamic blend of experience and expertise, ensuring unparalleled support and innovation for your business’s digital infrastructure.
Cloud and Systems Administration:
- Microsoft 365 administrator
- Microsoft 365 Endpoint Administrator Assosicate
- Microsoft 365 Identity and Access Administrator Associate
- ITIL V. 4
- ITIL V. 3
Networking and Infrastructure:
- Cisco CCNA Routing & Switching
- Cisco CCNA 2.0
- Cisco CCNP Routing and Switching
- Cisco Meraki Network Associate
- Meraki ECMS2
- Juniper JNCIA (Juniper Networks Certified Associate)
- Juniper JNCDA (Juniper Networks Certified Design Associate)
- Juniper JNCIS-SP (Juniper Networks Certified Specialist – Service Provider)
Cybersecurity and Systems:
- Sophos Firewall Certified Engineer
- Sophos Firewall Architect
- Sophos Firewall Technician
- Certificate IV in Training and Assessment
- Desktop and Server Support
- Networking
- Business Disaster Recovery
- Microsoft 365 Solutions.
SERVICE DELIVERY / PROJECTS TEAM
Service Delivery Expertise
Our experienced Service Delivery Team spearhead project management and timely delivery of our products and services. They collaborate seamlessly with product and network partners to achieve delivery targets. Throughout the implementation process, they keep stakeholders informed at every step. The team is fully Australia based and able to access network techs that cover deployments and installs Australia-wide!
Our team embodies the essence of service excellence, consistently surpassing expectations and orchestrating seamless outcomes. They are the silent champions, tirelessly dedicated to making the seemingly impossible possible, and ensuring every deployment is a success.
- Prince 2 Agile Certified Project Lead
- 8×8 CCaaS Sales Certification
- 8×8 Support Methodology
- 8×8 Voice for Microsoft Teams – Support Methodology v.1
- 8×8 Voice for Microsoft Teams Sales Certification – v.3
- BU01-A – UCaaS Build v.1
- 8×8 Voice for MS Teams Sales Engineer Certification Migration v.1
- Sales Certification Migration v.1
- UCaaS Sales Engineer Certification Migration v.1
- UCaaS Support Certification Migration v.1
- XCaaS Sales Engineer Certification Migration v.1
- Line Number Porting Process v.2
- XCaaS 8×8 Support Methodology Exam -v.1
- Cloud PBX Deployment
- IT and Telco Relocations
- Data Services including nbn®, nbn® Enterprise, and Fibre
- Virtual Inbound Services
- Mobile
- Procurement
- Contact Centre
- CRM Integrations
- Video Conference (Supply and Install)
- Office Fitouts
- Cable and Wireless Solutions
OPERATIONS
Operations Efficiency
Our Operations Team drives the core functions of our organisation. Our Team lead provides a wealth of experience spanning across all departments, offering invaluable insights into our operations, clientele, and team members.
Our diverse and talented team specialises in a range of critical functions, ensuring a well-coordinated approach to support the entire lifecycle of our services.
Behind the scenes, they work tirelessly to keep our organisation running smoothly, anticipating challenges, and finding solutions. Their commitment to excellence is a driving force contributing to our continued success.
- Administration / Office Support
- Post Sales Support
- Internal Billing
- Credit Management
- Accounts Receivable
- Recruitment + HR
- Operational Efficiency
- Recruitment + HR Management
- Post Sales Support
- Back End Billing
- Administration
- Accounts Receivable
- Credit Management
- Dispute Resolution
DEDICATED • PROFESSIONAL • EXPERIENCED
Meet Our Team Leaders
Andy Garcia
Service Team Leader
He is driven by a profound passion for excellence in customer service, training, and education.
He is a certified trainer and assessor with strong commitment to nurturing talent and fostering growth within his team.
Vikesh Solanki
Service Delivery Manager
He is skilled in service delivery, managed services, voice over IP (VoIP), technical support, and mobile devices.
He leads a highly trained and experienced team who he describes as the “unsung heroes”, sometimes making the impossible possible, and always going above and beyond to ensure a successful delivery.
Alexandra Rabbitte
Business Operations Manager
With a robust background in business operations, she brings a wealth of experience to her role as the Business Operations Manager.
Throughout her career, she has worked across all departments of Arrow, a journey that has afforded her a comprehensive understanding of the company’s intricacies, valued clients, and its exceptional people.
Brandon Nicholls
Managed Services Lead
His focus is on innovative solutions and strategic problem-solving.