Alex Grossi Email & Phone Number

Sydney, New South Wales, Australia

Sydney, Australia

Sydney, Australia

Responsible for end to end IT operations in a distribution centre (DC) environment from which retail and warehouse orders are shipped. The customer's only DC serving their Australian business.Applying a blend of subject matter, customer environment and leadership expertise to solve simple and complex business IT operational issues within the current operations standards and where appropriate recommend alternatives or workarounds.Operate with a high degree of autonomy and flexibility to deliver the key responsibilities listed below.Key responsibilities -* On site professional IT management following ITIL practices for incident management, escalation management, problem management and change management* IT Asset Management to ensure configuration management database (CMDB) reflects the true current situation* Project coordination and consultancy* Customer self audit coordination and support* Identify opportunities to increase the effectiveness and efficiency of the IT operations through a continuous improvement plan

Sydney, Australia

Leader of the in country team providing desktop support services for our largest global customer. Providing support both on site and remotely to our customer's Australia and New Zealand IT operations ensuring issues, problems and escalations are resolved to customer satisfaction and within our contracted guidelines. At one time this consisted of 16 separate sites.Responsible for meeting SLAs, following up with dissatisfied users and using these as a learning to improve our service, maintaining a risk register, providing opportunities for innovation where appropriate and developing a collaborative and inclusive working environment.Managed the service relationship and collaborated closely with customer's workplace services (IT) leader on project coordination, escalated user issues, new initiatives and overall goal of providing the best user experience possible for the IT services while keeping the complexities and workings invisible to the end users.