Cody Martelli Email & Phone Number

Sydney, New South Wales, Australia

New South Wales, Australia

Sydney, Australia

• Reduced SLA penalties through proactive SLA monitoring and preemptive measures
• Established complete SLA suites including development, modelling, base lining and final agreement and approval. Strong business process analysis skills utilized to identify control points for service level measurement.
• Configuration Management process owner, developed a reporting model aggregating information from over a dozen sources to produce a qualitative view of infrastructure inventory. Delivered improved integrity of customer.
• Internal Process Audits – Document processes for capturing and reporting all service levels, and establish process control points. Create schedule for detailed inspection of service levels to re validate processes.
• Development and Execution of Education – Education road-show workshops held with delivery groups and key stakeholders to educate IT organization about the Business. Feedback gathered to identify areas for continuous.
• Ownership of Process Workshops – When developing new service levels, coordinating input from customer and supplier stakeholders to guarantee a common understanding of processes and measures to be deployed. Development.

Sydney

• Managed the BAU handover of a major bank’s brand new federated Lotus Notes messaging environment for 30,000 seats, including managing severe performance issues to resolution.
• Created and managed customer satisfaction measures for internal Service Desk, facilitating continuous improvement by establishing baselines.
• Rescued troubled accounts - (re)building relationships with customers became a specialty, through understanding their position and demonstrating readiness to make changes to processes that had outlived their usefulness.
• Management of remote resources (China, India, USA) for major Australian brand customers through concerted efforts to include offshore resources in decision making processes, ensuring their integration into our team.
• Managed incidents and outages 24x7, changes, problems, costs and customer satisfaction in accordance with expectations of the SDM role.

Sydney

• Achieved methodical and measurable reduction of outages through the successful implementation of problem management and root cause analysis disciplines.
• Adopted a preventative & preemptive approach to capacity through implementation of health monitoring, eliminating outages that had previously been accepted as routine.
• Designed and implemented custom security code to add granularity to security model so local administrators in each country could not alter configurations belonging to other countries.
• Conducted early identification of a $2m shortfall in customer specified hardware for a major bank, using load projections, thus avoiding a severe project schedule impact.

Part of a team of 4 which managed 30 servers located throughout the Asia Pacific region. Responsibilities included assisting local server administrators with basic Domino server administration, responding to trouble tickets from our local user base, and maintaining health and software currency of our Asia/Pacific server fleet.

Sydney, Australia

Leadership of Lotus Notes & Domino projects for the Asia / Pacific region, including rollout of new major application upgrades.