Cameron Burrows Email & Phone Number

Melbourne, VIC, AU

Melbourne, VIC, AU

I lead a cross brand team including User Access Management and Desktop Services.

Melbourne, VIC, AU

• Key Responsibilities
• Management of 7 direct reports across Level 2 and Level 3 Application Support. All facets of management from Task allocation and coordination to performance management
• Manage the delivery of core systems (POS, Order Management Systems and monitoring web services) including: -- Vendor engagement -- Testing; utilising operational resources -- Incident and Problem management
• Define and manage the Change and Release process
• Coordination of deployments of distributed systems
• Monitor and manage the availability of integrated systems across production and non-production environmentsAchievements

• Key Responsibilities
• Interface between Relationship Managers and Technical teams
• Primary point of contact for escalations due to SLA breaches of services
• Facilitate communication and coordinate technical teams for the successful resolution of outstanding incidents and service requests
• Monitor processes and identify areas for improvement. Coordinate and communicate process improvements
• Attend and contribute process and technical knowledge at Incident and Problem review meetingsAchievements

• Key Responsibilities
• Management of 8 direct reports in the areas of Support, Service Desk, Incident Management, Problem Management, Release Management and Environment Management.
• Management of 12 3rd party vendor staff including Systems Engineers, Database Administrators and Support Developers.
• Managed teams to ensure the successful running and delivery of Tradingpost.com.au, Carshowroom.com.au, Tradingpostracing.com.au and related backend systems.
• Coordinate resolution and communicate status and root cause for all major incidents.
• Conduct Post Incident Reviews for all major incidents.

AU

• Key Responsibilities
• Coordinate resources for the Support Team and on call schedule.
• Assess, prioritize and allocate support incidents to the Support Team.
• Technical support (including on call) for the Tradingpost website and other online applications.
• Manage 4 direct reports.
• Manage the resolution of all major incidents.Achievements

AU

• Key Responsibilities
• Technical support (including on call) for the Tradingpost website and other online applications.
• Assess, prioritize and allocate support incidents.Achievements
• Job redesigned as recognition of management skills to include 3 contractors and 1 direct report.
• Technologies Implemented: ASP.NET, C#, VB6, SQL Server 2000 and 2005, IIS.

• Key Responsibilities
• Develop client applications.
• Provide data extractions and massage data for reporting.
• Technologies Implemented: VB6, VBA, Access 2000.

• Key Responsibilities
• Develop and maintain client/server applications.
• Develop and maintain web applications.
• Provide on-site and phone support for clients.Achievements
• Development and successful rollout of client/server application for Victorian immunization system. Still in use.
• Technologies Implemented: VB6, SQL Server 7.0 and 2000, ASP, ASP.NET, C#.

• Key Responsibilities
• Develop and maintain client IVR systems.
• Provide on-site and phone support for clients.Achievements
• Reverse engineer IVR call flows in instances where legacy source code was unavailable.
• Technologies Implemented: Envox 6 Communications Development Platform, Dialogic Hardware/Middleware, ASP, DHTML, SQL Server 7.0 and 2000.

• Key Responsibilities
• Develop Billing and Asset Management components for MDI Corporation’s in house web based Help Desk and Project Management system Severity One.

• Key Responsibilities
• Lead a team of engineers in the Research and Development department.
• Develop technical solutions and strategies.
• Test and evaluate new leading edge technologies.
• Installation, administration, development and troubleshooting of core CTI platform.
• Liaise between different departments and clients at all levels.

• Key Responsibilities
• Design and develop technical solutions for Call Center campaigns.
• Developed integration of operator applications to CIC telephony system.
• Liaison between different departments and clients at all levels.
• Provide training to operators with custom built campaign applications.
• Provide technical support for custom built campaign applications and network problems.Achievements