Supporting and stearing the AIC in hectic world of technology.

Responsible for overseeing, designing, and controlling the process of the services offered by IDC Solutions Services Department. Key responsibilities include management of the technical teams, customer accounts, enhance performance through the use of technology.

Who could resist riding around the Himalayas in India on a Royal Enfield!!? Then to top that off, taking a look in my own back yard.

While working as a Technical Services Manager at The Tax Institute, I designed and revitalised entire network infrastructure, including Windows and Mac OS desktops, servers, and cloud and internal network LAN and WAN across five sites within Australia. I envisioned and deployed short and long-term technical service strategies for the design and implementation of bespoke technologies in collaboration with key service providers and vendors to meet network-related business needs. I developed and implemented effective technical and infrastructure systems management techniques to ensure the smooth functioning of operations. I maintained regular engagement with multi-discipline business units to identify and gain a complete understanding of departmental technical requirements. I led, coached, and managed service desk team and internal customers to develop exceptional network architecture management capabilities. Related Skills: IT Network Infrastructure Development, Technical Services Management, Technology Strategies Development, IT Service Providers Management, Staff Mentoring and Leadership, Quality Assurance and Control, Stakeholders Engagement Following are the highlights of the value I brought to The Tax Institute:☛ Devised and implemented ITIL structure of business by conducting regular process reviews for optimising technology resource allocation and aligning IT services with business needs.☛ Enhanced website responsiveness by 55% and decreased infrastructure outages to zero in 18 months through the upgrade of the website: integration of centralised assets, Azure search engine, and proxy technologies.☛ Minimised communication cost by 25% through implementation of Skype as a corporate telephony solution.☛ Implemented a single point of contact for technical support based on ITIL principles. Resulting in improved end-user engagement and increased customer satisfaction.

Working as an IT Manager at The Tax Institute, I formulated and executed IT system management strategies in alignment with the Institute’s strategic goals and objectives. I oversaw and streamlined complex operations of the technology department, including budget forecasting, vendor and supplier relations, contract negotiations, and asset management. I led all aspects of IT vendors’ management, including sourcing and selecting key vendors and monitoring and improving vendors’ performance to ensure delivery of vendors services adhering to SLAs and gain increased value from vendors. I hired, supervised, and mentored service desk team, established and set targets, evaluated team performance, identified training needs, and conducted training sessions to improve productivity. I planned and executed end-to-end hardware procurement process to purchase stock within a competitive price. I deployed a Meraki cloud hosted Wi-Fi across multiple locations nationwide. Related Skills: Strategic and Tactical IT Planning and Management, IT Vendors Management, Operations Administration, Hardware Procurement and Management, Process and System ImprovementFollowing are the highlights of the value I brought to The Tax Institute:☛ Increased uptime of network infrastructure by 100% through defining and implementing business continuity standards. ☛ Directed IT teams on design, implementation, and modernisation of critical technologies in a fast-paced environment☛ Upgraded Windows Server, exchange email system, and desktop OS without interrupting business functions, while updating iMIS CRM version to 10.6 across Australia with minimum cost consumption.☛ Achieved a 13% reduction in mobile and landline costs by renegotiating appropriate terms and conditions for new telecommunications contract. ☛ Designed, introduced, and implemented an internet content filtering system while formulating an internet usage policy to minimise the legal risk of improper use of the internet.

Initially employed as technical support. My responsibilities grew to include the management, administration and support of all the firm's technology, software licensing, IT compliance and vendor relationship management, plus implementation and integration of CRM and DMS systems. Taking full ownership of all technology and ensuring that information systems are adequately supporting fee earners. I managed the IT Support Team and also became responsible for advising the partnership in developing IT plans and policies in line with the firm’s strategic plan.