Brett Fithall Email & Phone Number

Melbourne, Victoria, Australia

Mount Martha, Victoria, Australia

Offering IT services to small business and home users.

Melbourne, Australia

• Taking advantage of my leadership experience and technical knowledge base, I was responsible for delivery of the technical contractual obligations of the 21 million-dollar Medibank Account, Australia’s largest Health.
• Focused on uplifting Service delivery quality and processes and driving teams to meet their SLA’s, I managed to reduce the spend on critical SLA failures by ~$192,000 pa. through implementing new policies and processes.
• Converted a non-referenceable account into a semi-referenceable account through working with the delivery teams ensuring that they are aware of and delivering to their Service Level Agreements, managing expectation.
• Increased professional services / billable work by removing non qualifying items from BAU and upselling services and solutions.
• Uplifted billing capability with the outcome of increasing billable items.
• Received a “Client Experience Award” in 2018 for commitment, professionalism, dedication, thoroughness, compassion, and care on the Medibank account.

Rowville, Victoria, Australia

• Utilising my technical background and managing/leadership skills, I was contracted to uplift the Infrastructure team and relocate/consolidate IT hosting infrastructure from the Telstra CoLo Datacentre to their primary.
• Team Leadership- Restructured the team using a distributed responsibility model- Revised position description for team roles- Established a team charter and norms policy- Established an on-call roster and escalation.
• IT Operations- Managed the quality of the ITSM change process to ensure that business systems were not unduly interrupted- Reviewed the server patch management process and consulted with the service owners to ensure.
• Projects- Decommissioning of Telstra Colo Data Centre including transitioning of all services to effect a saving of $20,000 per month hosting costs- Assisted with the transition of moving head office from Mulgrave to.

Hawthorne East

• Responding to the challenge of digitisation and uplifting of more traditional paper systems, I was contracted to modernise the business management and marketing systems for this Australian based international market.
• Completed business process mapping & strategic review
• Standardised procedures and methodologies for IT business practices
• Reviewed and uplifted NetSuite CRM/ERP SaaS usage including: - Completed a SaaS system configuration review and enhancements uplift- Aligned software configuration to business processes- Created communication templates.
• Migrated the business from Bigpond mail to a cloud-based Microsoft Exchange Online mail system, including Office 365 functionality and a licencing uplift.
• Training staff across the globe on the use of the new business systems

Clayton

• I was awarded the “I Contribute Award” for outstanding performance whilst deployed in South Africa.
• Provided leadership, mentoring, training, and career guidance for a shared team of 32 (3 TLs)- Formulated a training program based on a skills requirement matrix and training budget
• Innovation- Enabled and guided engineers and developers to explore new technologies and processes through use of proof-of-concepts and pilots- Savings of over $500k in operational expenditure over the 2012-2013.
• Projects & Operations- Created effective solutions to business problems through:- Proposal and implementation of reusable solutions to solve business problems.- Pioneered the transformation of University computing.
• Relationship Management- Cultivated relationships across diverse segments of the University community and beyond, through:- Conducting technical education workshops and regular meetings with key stakeholders..
• IT Service Management- Founding member of the Community of Practice, convened to design the functions of ITSM practices across the University effecting organisational change- Evangelist for implementation and training.

Clayton

Clayton

• Responsibilities
• Team Leadership- Manage a team of 5 Systems Engineers:- Provide leadership, guidance, and training for staff
• Provide strategic service and technology advice to the Director of IT for the Faculty
• Projects - Manage “End-to-end” service provisioning for University Staff and Research Groups
• Represented the Faculty at Monash University forums, committees, and tendersAchievements
• Managed multiple concurrent projects through to the successful delivery of new or improved services to the University:

Clayton

Mulgrave, Victoria

Mulgrave, Victoria

Clayton, Victoria