Offering IT services to small business and home users.

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 Insurer. This role required me to manage relationships with CIO and below stakeholders and maintain intimate knowledge of the clients’ environments, and guide both technical teams and clients to deliver successful business outcomes in line with the contracted SLAs.Some of my notable achievements with Datacom included: • 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 and holding delivery teams accountable for their delivery requirements.• 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 with the relevant customer stakeholders, and lifting overall delivery quality.• 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.

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 DC.Achievements in this role included: • 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 process- Managed the team’s performance development and HR matters- Recruited & terminated team members as required to balance the team• 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 that key services were moved into a regular patching cycle - Established a data centre access policy- Enhanced proactive systems management and monitoring automation- Managed multiple vendors including contract management, SLA performance targets, risk & issue management, process improvement and strategic planning• 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 Rowville to a newer more suitable building and location

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 leader in beauty treatments and skin care products. Some of my most significant achievements in this role include: • 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 to allow for automated mail outs for promotional campaigns- Streamlined access for Account managers in the field via mobile device access- Deployment of an end-to-end electronic expense claiming system.- Creating Netsuite training material including documentation and “how to” videos• 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

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 financial year, through better capacity management and active vendor engagement- Improved platform life cycle management, as a prerequisite to reduction of the organisation’s technological debt.- Establishment of standardisation for service offerings, thereby delivering effective and timely solutions to business problems.• 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 infrastructure from physical servers to a VMWare technology stack- Supported IT operations for all Monash campuses in Australia, Malaysia, South Africa, and Italy• Relationship Management- Cultivated relationships across diverse segments of the University community and beyond, through:- Conducting technical education workshops and regular meetings with key stakeholders.- Evangelisation of new capabilities and offerings to researchers, academics, and executive management.• 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 of ITSM practices across the Infrastructure team- Significant improvement in service consistency through streamlined processes, and workforce upskilling- Managed and represented operational changes and project releases

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:• Orchestrated significant improvement in service offerings and quality of service through driving a step-change in the way services were provisioned. - This was achieved through researching, architecting, and implementing a virtualisation platform (VMware)- A secondary project involved migrating several hundred physical server workloads into the new virtualisation platform, enabling significant savings to the running costs of the environment.• Co-developed a super computing environment in partnership with Intel, Dell and Platform Rocks. At the time of implementation, this was the largest Biomedical compute cluster in the southern hemisphere.