Undertaking Service Delivery improvement initiatives and projects across ICT operations.

Environment Manager• Responsible for the planning and management of infrastructure requirements for new development/testing environments used to support a large infrastructure and applications development project. • Ensuring management of data centre capacity and resources in compliance with government requirements.• Assist with developing best-practise operations processes and plan for transition into service phases of project.Defect Manager • Designed and implemented ITIL aligned Incident Management process which was used to manage faults with developed systems. • Responsible for ensuring product defects identified by testers and quality team were addressed by infrastructure and development teams. • Responsible for defect reporting at project and program level. • Assisted with running of major incident and change management processes within project.

Assist with design, planning, execution, support, delivery and transition to service of multiple IT projects.

Design, produce and deliver IT Training materials to Australian Aid Network users across Canberra and overseas. Develop and present courses on the use of Microsoft and other common end user applications, including assisting with business process re-design. Design and deliver customised one-on-one and team training in the use of Microsoft Office products in order to achieve specific business outcomes as required by participants.Direct and drive knowledge management efforts within the IT Service Desk. Undertake continuous process improvement activities and improve performance against KPIs through education and training of service desk teams.

Responsible for the establishment of a new team to deliver Premier Support services to senior executives, including definition of the service architecture and scope, service catalogue and service approach and conditions. Shared responsible for direct delivery of all IT support (business and after-hours) to over 150 Premier Support clients, including incident resolution, request provisioning, IT support at offsite events and systems training. Provided guidance to IT management on impact to Premier Support clients of service outages, changes and projects.Also involved the design and development of processes and procedures to ensure consistent and streamlined support by Level 1 and Level 3 support teams. Also included management and training of 2 staff members within the team.

Plan, develop and deliver IT training services supporting the new Windows 7 / Office 2010 based SOE, for both technical support staff and business end users. Provide business analysis on technical elements of SOE and ITIL based service management policies and processes. Also undertook business process improvement activities to support rollout and new technology implementation. Designed strategy, process and tools for deployment/rollout of new hardware and SOE to 2000+ users across multiple sites in Canberra and contributed to planning for global rollout.

Business Analyst, Learning Management System Administrator and IT Officer for Canberra based Registered Training Organisation. Also working on tenders and proposals as well as general office services.Designed, developed and delivered the new Learning Management System, for delivery of online eLearning to fee paying students as well as designed and built the internal SharePoint CMS for operation of the company, including defining and training on new business and record keeping processes.

Working on developing learning strategies and materials for whole of department upgrade to Windows 7/Office 2007. This has included production of training booklets, user guides and development/delivery of specialised one-on-one and group learning sessions. Have also been introducing use of MOSS07 website for content management and delivery of training materials, including webpages and audio/video/interactive content.Also working on business process improvement project within team, including drive to ITIL and PRINCE2 aligned service delivery methodologies for all learning and training activities and projects.

Delivery of managed infrastructure services to federal government client

Manage Desktop Team (5 staff) in support of 2000+ desktops for federal government department

Manage VIP Support Team (4 staff) in support of 250+ senior executives and ministerial staff for federal government department