Responsible for developing and directing service delivery strategies and activities for the Company to enable it to achieve its business objectives and financial targets.Achievements Aug 2021 - NOW (IT Service Delivery Manager)* Implement the Employee Centre to provide a holistic one-stop shop for all IT and marketing requests, with the capability to expand to further departments in the future.* Implement the Service Operations workspace* Enhance the mobile user experience to enable staff to work on the run.* Uplift Change Enablement processes to align with Therapeutic Goods Administration and Good Manufacturing Practice principles as defined under Australian Government Department of Health guidelines.* Implement IT Operations Management to uplift the CMDB and Asset Management processes.* Automate processes with SN IntegrationHub.Achievements Aug 2018 - Aug 2021 (IT Service Desk Manager)* Global Service Desk Support for 1500 employees, managing 7 staff globally* Stand-up multiple (80+) Servicenow Cat.items* Integrate Service Desk & Service Management practices across 2 acquired businesses

BUSINESS ANALYST: DECEMBER 2012 – PRESENTResponsible for analysing the needs of the business and its customers and coming up with solutions to business problems. Support the use of all types of information to support enterprise collaboration, decision-making and processes to deliver business value. Achievements• Client Management (CRM: D365): Created Business Cases/Executive Summaries/Project Management Plans/Business Processes, Assisted with Integration & UAT; Documented Service Transition into Operations • Upgrade of Service Now: Created Business Cases/Executive Summaries/Project Management Plans for Upgrade Service Now to Current Version• Created an Office Requirements template which is available in our IT Portfolio Management HUB. This tool covers every aspect of identifying an initiative, the cost and resourcing of this project.• Assisted in the creation of the ITPM (Project management) and ITPD (Project Delivery) methodology• Have worked on ITSM process integrations that have included: full Maturity assessments for a proposed Statement of Work, presented results on a Gap analysis and maturity levels program, established a list of processes that can be automated / eliminated or migrated (off-shored).• Assisted the project team in the exploration to evolve IS Services while still maintaining service delivery. I put together a number of exhibits for an RFP such as Service Integration and Management Service Scope & Descriptions, Service Integration, Management Requirements, and Cross-functional Requirements, Held Vendor Mutual Solution Workshops.• Created a number of documents that deliver value to the business such as: Digital Engineering Support Business Requirements; ODfB Use Cases, Service Design Packages. e.g.: Conferencing Services

SENIOR IS CONSULTANT (JUNE 2011 – NOVEMBER 2012)IS SERVICE MANAGER AUS (JUNE 2010 – JUNE 2011)IS SERVICE TEAM LEADER-NSW/ACT (DECEMBER 2007 – MAY 2010)Responsible for prioritizing and escalating service delivery and performance issues to IS, by working collaboratively with business stakeholders to ensure their business needs are fulfilled. Interact with the business as a representative of IS Management where required. Engage with other Business analysts for new opportunities and business processes/discoveries; maintain IS service catalogue; assist business units in project office set-ups and office moves.Achievements• Setup Site offices within the Sydney Region for project work (including: cost of IT requirements, gathering information, for varies staff & collating them to provide a cost to the Project Leaders)• Transport Projects (2012) worked out the cost of IT requirements, gathering information, for various staff and collating them to provide a cost to the Project Leaders. Gathered requirements to setup a Project Wise Cache server in site office. Provided support once staff had relocated. Communicated with Project Leaders and staff on when/what was happening under the various deadlines.• NEWCASTLE RELOCATION PROJECT (2012) worked on the Office Relocation project, gathering business requirements up until late 2012• Content Management of 100+ IS Pages on the Global Intranet Project: updating Request forms, guidelines, promote the usage, advise IS of changes content management of all IS pages (up to date/relevant for global audience)• Setup Global and Localised IS processes: Major Incident Management/Communications, Site Office Setup, Service Catalogue Management, IS Service Escalation• Setup of localised Share Point Communication and Knowledge Base (replaced by Global procedure)• Setup of localised IS Support Centre incl: tiered 1st/2nd Level Support services (relocated to Melbourne, VIC)• Recruited a team of 4 staff (in 4 months)

After Hours Part Time business Blake Crawford is a qualified IS Consultant with experience in computer support based on the Northern Beaches of Sydney. I provide low-cost computer repairs and computer support for home users and small local businesses.Key Responsibilities:Specialties in PC and Mac Support, Data retrieval, Computer upgrades, Wireless and wired networking set-up and security, Need advice (home users and small business), On-site support and assistance for hardware and software repairs, Virus & Spyware Removal

TEAM LEADER, SERVICE DELIVERY – APRIL 2006 TO DECEMBER 2007Monitored service delivery performance metrics and liaised with managers and customers to ensure that service level agreements were not breached.Achievements• Provided Service Level Reports to managers, customers and application owners which included information such as customer satisfaction (including complaints), service usage, service outages / failure of services• Create IT Service Policies and Procedures (25+) including Registration desk Process for Asia Pacific• Introduced ITIL Methodologies (Incident / Change / Problem)• Rollout VoIP in Asia Pacific (Setup and deployment via Call Manager)• Deployment of Remote Access Tool through-out Asia Pacific• Benchmark Service Desk Tools for Proposal• Created Definitive Hardware List and Definitive Software List to be used throughout Asia Pacific• Setup a value-added reseller for our Japan Office for Ordering Hardware (Dell)• Re-design and Creation of Experian Asia Pacific Desktop and Laptop Image• Created Training Movie Files

TEAM LEADER, DESK SIDE SUPPORT - MARCH 2002 TO APRIL 2006TEAM LEADER, MESSAGING AND REMOTE SERVICES – MARCH 2000 TO MARCH 2002SENIOR PC / NETWORK SUPPORT – JANUARY 1998 TO MARCH 2000Identifies and manages resources. Overview and performance manage the work of staff to meet agreed service levels. Ensure that operational problems/incidents are identified and resolved and are handled according to agreed procedures by team. Assisted with the implementation of agreed remedies and preventative measures. Provide appropriate status and other reports to specialists, users and managers. Ensure that operational procedures and working practices are fit for purpose and are current and that documentation is available for those providing support.Achievements• Coordinated Windows XP Migration for over 750 users nationally (version 3.1).• Defined, documents and carries out small projects. Identified, assesses and manages risks to the success of the project. Tracked activities against the project schedule, providing regular and accurate reports to stakeholders as appropriate. Monitors costs, timescales and resources used,. Ensures that own projects are formally closed, and that lessons learned are recorded.• Coordinated Roche Remote Access AMC/VPN Migration for over 750 users nationally• Implemented a Print Management Facilities Project, standardized supply for all consumables and servicing for cost efficiencies’ (cost saving approx.: $50K/year) • Coordinated Windows NT 4.0 Rollout\Migration for over 750 users nationally (version 2.2)• Assisted in a Remote Common Office Environment Training Program in Kuala Lumpur, Malaysia for 30 people • Set-up Common Office Environment and Remote Common Office Environment in Jakarta, Indonesia• Ran a Common Office Environment and Remote Common Office Environment Training Workshop in Jakarta, Indonesia for 10 people• Installation of Jetforms in New Zealand• Attended Common Desktop Environment Workshop in Basel (Switzerland)

SENIOR TECHNICAL SUPPORT ANALYST – FEBRUARY 1997 TO DECEMBER 1998COMPUTER OPERATOR – JANUARY 1988 TO FEBRUARY 1997Warriewood McDonald Store (-1987)Receives and handles requests for support following agreed procedures. Responds to common requests for support by providing information to enable resolution and promptly allocates unresolved calls as appropriate.Achievements • Assisted and Coordinated Rollout of Lotus Notes locally• Onsite co-ordination for relocation of Perth Head Office• Relocation of Novell Servers• Relocation of 5 PCs and 2 Printers• Installation of Routers/HUBS/Racks (Ethernet)