Con Benardos Email & Phone Number

Sydney, Australia

• Manage contracts in a highly outsourced environment managing a portfolio of suppliers including managing deliverables and obligations, performance management, invoicing and governance.• Establish relationships with new suppliers, creating and maintaining and governance frameworks• Strengthening and re-invigorating relationships with existing suppliers.• Influencing stakeholders to drive business outcomes• Review and deliver negotiated supplier service level management processes and procedures including recovery of service credits for all suppliers in my portfolio• Maintain a commercial focus with the ability to correctly assess the impact of decisions on business outcomes, and provide accurate advice to stakeholders• Formally identify risks with mitigating actions and develop and resolve risks and archive as appropriate• Performance Management with suppliers.• Working in an AGILE environment

Sydney, Australia

• Act as an interface for the incoming delivery of services from our Service Suppliers across Information Technology and Telecommunication for our Tier 1 customers.• Identify and communicate risks and explore opportunities to resolve and improve Service Delivery• Managing, enhancing and building the relationships between Telstra and its 3rd Party and Service Supplier network across Australia.• Contract Management queries and escalations and maintenance contract variations• Educating, Influencing and communicating Telstra’s philosophy and changes to varied stakeholders and outsourced parties whilst demonstrating Telstra’s commercial confidence, this included crisis management, escalations and managing expectations with internal and external customers and stakeholders.• Performance Management of Telstra Service Suppliers, ensuring obligations are met. Following through on non-performance against KPI’s and Service Levels, conflict resolution and negotiation• Explore opportunities for growth in areas which do not have Telstra representation with our Service Supplier network and work with stakeholders to fill gaps• Adherence to ITIL Framework. i.e. Problem, Change and Incident Management and other compliance requirements

• Manage a team of 17 Level 2 and level 3 staff (5 based in Sydney, 11 in Melbourne and 1 in Brisbane) Desktop IT Support, VOIP and PABX Engineers providing 1st, 2nd and 3rd level support both onsite and remotely to tier 1 customers across Australia.• Liaising with project teams and other stakeholders to deliver timely solutions and projects.• Liaising with Account Executives, Service Delivery Managers, Incident, Change and Problem managers, vendors and product managers.• Improving process in operational environment and strive in meeting SLA’s• Reporting• Set and review KPI’s for staff, coach, develop and mentor staff.• Ensure compliance to ITIL best practice adhering to Change Management and Problem Management via escalations and follow through with staff and 3rd party when needed.

• Manage the Client Support group consisting of 11 direct reports and 3 indirect reports which provides 2nd and 3rd level support across 19 sites Australia wide, covering over 2000 end users• Relationship management with vendors and customers both internal and external• Liaise with senior management in planning and managing ongoing and future projects• Liaise with Head Office in Singapore for project work.• Liaise with vendors in contracts and Licensing agreements for Organisation• Act as an escalation point for Client Support team.• Coach and Mentor staff.• Liaise with regional managers to ensure information, engagement and communication between IT and the business is understood• Set and review KPI’s for team• Maintain standards of SOE for future planning using SMS for deployment and testing• Deploy and Administer Pointsec Encryption for PC fleet• Deliver J-Sox compliance.• Implement ITIL standards across IT

• Set up policies and procedures for Desktop Support staff to improve efficiencies and consistencies.• Conduct annual performance reviews with staff and review KPI’s.• Manage the daily operational tasks of the 5 Desktop Support Team members (4 in Australia, 1 in New Zealand)• Provide 2nd level and 3rd level support to 7 Trading Streams, 3500 users in 300 branches across Australia and New Zealand• Project Management and Planning by taking on tasks and rollouts as required by the business.• Act as an escalation point for Desktop Support team and provided coaching to staff• Maintain Service Level agreements• Maintain day to day running of File Servers, Exchange Servers, Print Servers, Citrix Servers, Thin Clients, Desktop PC’s and Laptops.• Create and Maintain documentation• Educate users to adhere and maintain SOE standards• Develop new initiatives for IT Infrastructure and business improvements• Maintain and tracked assets and licensing• Liaise with External Vendors/Suppliers such as HP, IBM, Data 3, SOPHOS and Dell.• Liaise with Senior Management with recommendations on Improvements to IT systems• Liaise with Internal and External Customers regarding calls and support.

• Site Administrator. Supporting 70 users, 2 servers. • Provide 2nd and 3rd level support to 3000 users consisting of 85 sites Australia wide and 35 Servers. • Provide 3rd level support to 10 team members• Monitor and respond to logged calls to meet service level agreements• Undertake team leader duties when Team Leader absent and manage team members• Provide and maintain an SOE environment• Lotus Notes 4.63 Administration• Create and maintain asset database within Lotus Notes• Create full documentation for all installations and support• Administer all Dial-Up accounts• Project Management and Project planning

Mascot Jet Base