Chris Klee Email & Phone Number

Brisbane, Queensland, Australia

Lead and oversee a multi-skilled team within managed IT services, acting as both an escalation point for incident resolution and a motivator for achieving agreed timelines and service level targets. Fostering team growth and development, encouraging individuals to step out of their comfort zones to maximize service quality. Encouraging a continual focus on knowledge sharing, customer satisfaction, and driving efficiency and improvement initiatives. Strong communication skills and a commitment to maintaining high standards of ticket hygiene and documentation. Leading technical governance meetings to build and cultivate strong relationships with both internal stakeholders and key clients.Core Responsibilities: Leadership and Team Management:- Lead multi-skilled team- Motivate for success- Encourage career growth and development- Seek feedback and advice- Foster collaboration and efficiencyTechnical Knowledge and Delivery Management:- Maintain customer knowledge- Drive knowledge sharing- Ensure customer satisfaction- Identify improvement opportunities- Manage work queues efficientlyCommunication and Stakeholder Engagement:- Communicate effectively- Build strong relationships- Chair governance meetings- Provide regular reporting- Uphold high standardsKey Achievements- Mentored and coached two senior engineers, facilitating their successful transition into Technical Development Manager (TDM) roles within the Managed Services team.

Brisbane, Queensland, Australia

IBM GTS From March 2013 until September 2021Direct and implement mission-critical IT service delivery solutions worth multi-millions (AUD) spanning multiple geographies; serve and engage with >100 diverse stakeholders from matrixed workstreams across >10K servers including vendors and partners from prestigious firms such as Avande, Accenture, TCS, and HP Core Responsibilities:- IT Service Management and Delivery- Problem Management- Incident Management- Compliance Management- Asset and Configuration Management- Service Request Management- Service Level Management (SLA)- IT Service Desk Management- Technical Risk Management- Change Management- Disaster Recovery- Business Continuity Planning- Knowledge Management- Stakeholder Communications Management- IT Operations Management- Vendor Management (On-Site / Offshore)- IT Service Quality Assurance- Cross-Functional Team Leadership- Client Relationship Management- Stakeholder Management- Coaching and MentoringKey Achievements:- Amplified change compliance by 100% across client systems, automating change compliance checks ahead of deployments across diverse stakeholder levels, including senior management team, thereby streamlining audit processes and eliminating technical compliance risks (Client: Suncorp)- Successfully executed decommission of legacy on-premise Disaster Recovery (DR) kit in support of client-wide migration initiative to centralised DR facility, with zero downtime and disruptions (Client: BG)

Brisbane, Australia

Provided a single point of contact for my client's and IBM's technical teams to enable close working collaboration. Successfully established positive and productive working relationships. Provided technical leadership and guidance to IBM support teams supporting Windows Server and VMWare Infrastructure. Additionally, I was responsible for coordination and management of IBM teams to support the clients Infrastructure. Including: critical incident management, change management, compliance activities and continual service improvement.Core Responsibilities:- Technical Leadership- IT Service Management and Delivery- Problem Management- Incident Management- Service Request Management- IT Service Desk Management- Technical Risk Management- Change Management- Knowledge Management- Stakeholder Communications Management- IT Operations Management- Cross-Functional Team Leadership- Client Relationship Management- Coaching and MentoringKey Achievements:- Slashed technical escalations by over 50% through introducing streamlined service quality processes and proactive stakeholder communications; promoted to lead as Service Delivery Manager within 18 months of joining due to exemplary performance and positive stakeholder feedback (Client: QGC)

South Brisbane

Responsible for the second level resolution of IT issues for Downer EDI Users. I provided software and hardware support for Windows Desktop platform and applications including: Microsoft Office 2010 including Outlook, and Downer's own proprietary software. Activities also included Desktop hardware build and repairs, user administration of Active Directory, Exchange 2010 Mailboxes and performing network image builds for new and replacement laptop and desktops.

Brisbane, Australia

Designed and delivered infrastructure support and maintenance solutions for up to 30 users, presiding over key service lines pertaining to system upgrades, maintenance, data retention, network security, and system compliance.Core Responsibilities:- Infrastructure Administration, Maintenance and Support- Network Engineering and Security- IT Maintenance and System Upgrades Management- Solution Design and Development- Data Analysis and Retention- BAU Communication Management- Client Relationship Management- Stakeholder Management- Risk Assessment and Mitigation Planning- IT Operational Governance- Cross-Functional Team Management- Technical Documentation Management

Lovett Tower Woden

Steered full-spectrum of maintenance and support for >350 Windows servers for large Federal Government account; engineered and integrated IT service compliance and upgrades, boosting system scalability and stability.Core Responsibilities:- Systems Administration, Maintenance and Support- Technical Resolution and Troubleshooting- System Process Engineering and Security- Business Requirements Analysis- Client Relationship Management- Stakeholder Management- Risk Assessment and Mitigation Planning- IT Operational Governance

Tuggeranong, Act

Provided first-level incident resolution with over 90% First Call Resolution (FCR) rate; performed all phases of troubleshooting lifecycle including issue interpretation, research and analysis, and resolution of technical issues across operating, application and network systems.Core Responsibilities:- Incident Management- Technical Resolution and Troubleshooting- Network Process Engineering and Security- Business Requirements Analysis- Client Relationship Management- Vendor Management- IT Operational Governance- Cross-Functional Team Building- Technical Documentation Management

Diploma Project Management (Bsb51407)

Equipped with strong foundation in the principles and practices of performance management, team development and management, workplace.

Diploma Management (Bsb51107)

Developed sound theoretical knowledge base on a range of specialised, technical and managerial competencies to initiate, plan, execute.

Dip Information Technology Networking, Windows Server, Active Directory, Cisco Networking

Built strong foundation with the skills and knowledge to administer and manage information and communications (ICT) support.

Year 12, It, 12

Education record