Aaron Spencer Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

Reporting to the Director Microsoft Cloud, the Managing Consultant - Cloud Operations – Cloud Security & Solutions is responsible for driving quality outcomes to meet customer expectations and developing practice and/or organisational level capabilities.As a key member of the Cloud Security & Solutions team, the Managing Consultant - Cloud Operations (Microsoft) - Cloud Security & Solutions is responsible for managing existing and creating new customer relationships, enabling CyberCX to be recognized as a world leader in the Cloud Solutions domain. They support the Director in resourcing, forecasting, pre-sales advice and practice growth.The Managing Consultant - Cloud Operations (Microsoft) – Cloud Security & Solutions, is also responsible for undertaking highly complex and sizable cloud solutions consultancy projects and providing cloud expertise to customers and others in their team.

Macquarie Park, New South Wales, Australia

Macquarie Park, New South Wales, Australia

Macquarie Park, New South Wales, Australia

Ensyst - An Optus CompanyEnsyst is an IT systems integrator and managed service provider delivering award-winning IT and cloud services and solutions throughout Australia.An Optus company - Optus Business acquired Ensyst in December 2014 as part of a plan to strengthen and extend its Microsoft and Citrix offerings and capability. Ensyst is now a key pillar in the Optus Cloud strategy, specifically in relation to the strategic Microsoft investments of the Optus Managed Cloud – Microsoft.Key purpose of the team:The Managed Services Practice provides outsourced day to day IT management to our customers.They deliver Service Desk, Network Monitoring and Management, Server Management, Desktop Management and Network-based services to our customers.Key purpose of this position within the team:• Ensure IT Services are delivered in a customer-friendly, value-focused way by managing a variety of ITIL processes end to end• Provide transparency and driving continuous improvements in Service Operation processes• Develop, implement and manage ITSM processes and systems within Ensyst, ensuring optimum operational effectiveness and efficiency• Ensure governance is applied throughout the Service Operation processes by making sure compliance to all of the established procedures and best practices are adhered to• Ensure Service Delivery is aligned with Ensyst Strategic Goals and Client business outcomes• Monitor Services and report on Service improvement opportunities

Sydney, New South Wales, Australia

• Mentoring Staff (technical guidance, checking work, procedural adherence).• Assisting with managing overall queues for calls that are about to breach response and resolution SLA’s.• Ensuring phone queues are working and manned adequately. Adding staff back into the queues as required.• Checking open calls for monitoring system alerts and ensuring they are being worked on adequately.• Checking closed alerts from monitoring system and ensuring adequate troubleshooting and root cause analysis has been performed.• Checking selected client and staff queues daily and ensuring calls are progressed and/or assigned into the correct queues based on scope of support.• Checking unassigned queues to ensure calls are being assigned out within adequate time.• Managing staff breaks.• Ad-hoc tasks as requested by Service Centre Manager and Service Centre Coordinator.• Continue to answer, diagnose, log, fix or escalate incoming phone, e-mail and face to face requests from clients experiencing problems.• Assist clients to gather information about issues and lead them through problem-solving procedures to determine the source.• Research, isolate and resolve routine issues, escalating complex problems in accordance with internal procedures.• Take ownership of issues through the entire process maintaining a great level of communication and attention to detail.

Sydney, New South Wales, Australia

• Provide 1st and 2nd level technical support to our appreciative customers by answering incoming phone calls and E-mails.• Diagnose, log, fix or escalate requests from clients and monitoring system experiencing problems with hardware, software or networking.• Take ownership of issues through the entire process while maintaining exceptional communication and attention to detail.• Alongside Support Engineer- research, isolate and resolve routine issues, escalating complex problems in accordance with internal procedures.• Strictly follow technical and internal processes governing Incident management.

Gosford, New South Wales, Australia

Gosford, New South Wales, Australia

Point Frederick, New South Wales, Australia

Kincumber, New South Wales, Australia

Information Technology Infrastructure Library - Itil

The ITIL Certification is administered by the IT Infrastructure Library. It is the most widely accepted approach to IT service management.

Situational Leadership Ii, Organizational Leadership

Situational Leadership II (SLII) is recognized as both a business language and a framework for employee development that transcends.

Diploma Information Technology - Network Administration, Information Technology, Distinction

Certificate Iv Information Technology - Network Administration, Information Technology, Distinction

Certificate Iii Information Technology - Network Administration, Information Technology, Distinction

Certificate Ii Information Technology (Tvet), Information Technology

Hsc, Higher Education/Higher Education Administration

Primary School, School