As a member of the IT Service Management Office, I have been responsible for the operation and continuous improvement of ITSM processes and capabilities through a dynamic period that included Data Centre Consolidation and Relocations, transition to Managed Network Service, and transition to Managed Service for Application Support, End User Compute and Infrastructure.Responsibilities: - Critical Incident Management (on roster basis) providing 24/7 on call support covering a dynamic, highly complex and internationally distributed ICT environment - Change Management and Service Transition - Problem Management - Asset and Configuration Management - Knowledge Management - ServiceNow support - Implementation of the ServiceNow Change Module

Migration to new IT Service Desk provider, and the migration from BMC Remedy to the ServiceNow ITSM toolset. Responsibilities:Key project resource supporting:- RFP development, assessment and selection- Gap analysis and development of ServiceDesk and ITSM Toolset migration plan- System and UAT Testing- Development of training material and delivery of end user training- Go live and post go live support Service Delivery and improvement Advisor for the Guest Contact Centres (GCC) and primary point of contact between IT Operations and the GCC in preparation for, and during Project UNIFY (involving the migration from separate domestic and reservation systems into the SabreSonic reservations system). Responsibilities:- Operational IT Service Delivery to GCC - Business engagement with GCC management and stakeholders - Coordinating Incident, Problem and Change Management and Service Transition with IT Operations, GCC stakeholders, external service providers and associated UNIFY project streams to support Call Centres in Brisbane, Philippines and New Zealand - Critical Incident Management for GCC systems- Incident and Change Controller (on roster basis) for 24/7 Cutover IT Coordination Centre

Responsible for day to day provision of IT Helpdesk service delivered via Vendor Managed Service.Responsibilities:- Managed escalations, reporting and Vendor performance management against contracted SLA’s- Developed IT Service Desk/ITSM Strategy and Roadmap (including migration to ServiceNow), and worked with vendor to develop service improvement plans - Initiated and drove the implementation of a Knowledge Centred Support approach, resulting in documentation of standard operating procedures, known errors and workarounds in a centralised knowledge base - Key project resource supporting the VA Mobility (Mobile Device Management) Project from Initiative through to implementation

- Project Managed (the majority of) the IT Asset Discovery Project through requirements gathering, tender, evaluation, selection, contract negotiation and implementation of HP DDMA (Universal Discovery)- Responsible for Software Asset Management, including renewals and the management of and response to Microsoft and IBM Licensing Audits- Development of improved Vendor and Contract registers and associated processes - Project resource for SharePoint consolidation project

- Technical Project Manager for implementation of Remedy ITSM Toolset- Provided development, testing and application support for Remedy ITSM Toolset- Project resource on Disaster Recovery Project- Developed Business Impact Assessment template and conducted Business Impact Assessments for key systems- Developed system architecture diagrams and technical failover procedures- Project resource on Intranet Replacement ProjectSeconded to NextGen Project (this project was responsible for assessing, selecting and implementing a system to replace the ageing Navitaire Open Skies reservation system)- Responsible for engaging with stakeholders to map and document end to end system and integration architecture for related systems, and development of associated packs to support project resources- Actively involved in requirements gathering, RFP development, evaluation and selection phases- Assisted with the development of Change and Configuration Management Plans