Craig Lindley (Certified Itil V3 Expert) Email & Phone Number

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

• Responsibilities:Service Management
• Customer Service Management Process & tool ownership.
• Provide governance and compliance to the standard Customer Service Management capability.Process Management
• Identify and implement improvements to the standard ITIL aligned Customer Service Management suite.
• Roll out of standard process across Service Desks and resolver groups.Strategic Management
• Identify new opportunities of improvement including automation and… Show more Responsibilities:Service Management

Melbourne, Australia

• Responsibilities:
• Develop and maintain in depth, up to date service management knowledge across the Telstra Service Desk market segments in line with future directions.
• Develop and maintain standardised ITIL aligned, interlocking service management processes
• Lead business requirements documentation and process re-engineering to ensure that the business needs are met.
• Manage all aspects of business requirements to ensure that key stakeholder requirements are integrated in… Show more Responsibilities:
• Manage all aspects of business requirements to ensure that key stakeholder requirements are integrated in the development of business plans and business cases.

Melbourne, Australia

Transitioned from Sensis to Telstra. Same role as the Manager of the Sensis Service Management Office along with ensuring a succesful tranisition to Telstra

Melbourne, Australia

• Responsibilities
• The management and provision of continuous improvement of all Sensis IT wide Processes. This incorporated ITIL V3 based Change, Release, Incident, Problem, Configuration, Request Fulfillment and IT Asset Management.
• Facilitate associated training and workshops and ensuring process compliance across Sensis as a whole and within all 3rd Party vendors.
• Ensure that identified services are delivered at the operational level to meet the required business… Show more Responsibilities
• Ensure that identified services are delivered at the operational level to meet the required business outcomes. This included taking an end to end view of service delivery and seeking to be proactive in continual.
• Service Level Management and Reporting and Service Catalogue Management.

Melbourne, Australia

• Responsibilities
• Drive the continuous improvement of the Major Incident Management process to ensure that service is restored to an acceptable level as soon as possible for all priority 1 and 2 incidents.
• Establish and develop a comprehensive Problem Management process to reduce or remove high-impact re-occurring incidents in the IT environment.
• Provide advocacy and leadership for the Major Incident and Problem Management processes.
• Co-ordinate the development and… Show more Responsibilities
• Co-ordinate the development and maintenance of process, procedure, and policy documents for the Major Incident and Problem Management processes.

Melbourne, Australia

• Responsibilities
• Develop and maintain an end to end business process framework based on the defined Operating Model.
• Develop and maintain a standard process documentation methodology, consistent with ITIL, to allow processes to be consistently documented.
• Ensure all business processes have clearly assigned process owners and process owner responsibilities are clearly defined and documented.
• Work collaboratively with process owners to ensure processes are implemented in a… Show more Responsibilities
• Work collaboratively with process owners to ensure processes are implemented in a consistent manner.

• Responsibilities
• Develop and maintain an end to end business process framework based on the defined Operating Model.
• Develop and maintain a standard process documentation methodology, consistent with ITIL, to allow processes to be consistently documented.
• Ensure all business processes have clearly assigned process owners and process owner responsibilities are clearly defined and documented.
• Work collaboratively with process owners to ensure processes are implemented in a… Show more Responsibilities
• Work collaboratively with process owners to ensure processes are implemented in a consistent manner.

Melbourne, Australia

• Responsibilities
• Manage change to the IT infrastructure environment, initially through the existing Change Request process and then through the ITIL based Change Process when implemented.
• Manage the monthly change windows, and facilitate Change window reviews to ensure business stakeholder communication and agreement to the schedule of changes and communicate the activities & impacts to DOI customers.
• Perform continual reviews of ITIL defined Change and Configuration processes to… Show more Responsibilities
• Perform continual reviews of ITIL defined Change and Configuration processes to ensure improvement and alignment to business requirements.
• Maintain, update and create Change and Configuration documentation as required for both support staff and the wider change community.

Melbourne, Australia

• Responsibilities
• Perform Change Management, Service Request Management, Incident Management and Problem Management functions.
• Perform on-call function for management of Severity 1 (Major Impact) and Severity 2 (High Impact incidents).
• Run Daily Operational Review meeting and prepared client daily report on major incidents.
• Perform change review and approval of all client related changes.
• Liaise with customer on process improvement and delivery improvement… Show more Responsibilities

Melbourne, Australia

• Responsibilities
• Manage Desktop Operations, Server Operations & Helpdesk Teams.
• Determine resource requirements for teams, organising leave & rosters for support team, performance appraisal, interview & hire contract staff.
• Developing new strategies to improve support level for existing clients.
• Liaise between provider groups and client to ensure customer expectation is met.
• Perform all people care functions for Field Support team of approx. 20 staff including… Show more Responsibilities

Melbourne, Australia

• Responsibilities
• Perform on-site field support for PC’s, Servers and Peripheral Devices.
• PC & Server builds installation & support.
• Network configuration & setupsMajor Achievements
• Co-ordination of the networking of a small off site location (MATEC) into the wider WAN of GMs
• Being main desktop service provider of GM Holden VIP’s and senior executives at client requests

Melbourne, Australia

• Running my own business providing a full range of services for my clients including fault diagnosis, custom developed software/databases, training, internet connection & training, sales, service etc. of hardware and.
• Development of a ‘Front End’ system for Digital Dreams (a Digital Engineering Company). The Front End I developed was a user-friendly interface to software controlling mixing consoles and sound equipment via PC’s for.
• The conversion of a DBASE III membership register for the Association of Hospital Pharmacists into a full-blown System using Clipper 5.02.
• Developed a Database Management System for Child Minding Centres. The system produces required government forms and reports relating to the government funded Childcare Assistance Scheme available to parents using.

Melbourne, Australia

Provided On-site servicing of all customers PC and Network hardware and software equipment, including installation and upgrades as well as fault diagnosis and repair of all clients PC & Network systems. Clients included Australian Stock Exchange, Bureau of Meteorology, Department of Immigration, Australian Air Services, Department of Health & Community.

Melbourne, Australia

Developed and maintained various Clipper Summer ‘87 and Clipper 5.02 database systems for various bank departments. Systems were mainly for the use of tracking staff movements, leave, training, skills and provide various reports on this data.

Melbourne, Australia

Developed and presented all in-house training courses for the banks Information Systems department staff. The courses I developed and presented included Lotus 123, MultiMate Adv II, WordStar, DBASE III+, Clipper Summer ‘87 and various courses for the banks Network Operators. I also evaluated external courses for suitability of staff attendance.

Melbourne, Australia

This position involved the monitoring and fault diagnosis of the bank’s ATM and EFT/POS Networks and machines and monitoring the 24-hour customer difficulty and complaints telephone line. It also involved the operation of an IBM mainframe computer (4300 series) including tasks such as tape backups and transfer of transactions.

Electronic Data Processing, It, Certificate

Studied Electronic Data Processing (now Information Technology)

Top, Business Studies

Studied Business Subjects; Accouting, Computer Studies, English, Legal Studies & Mathematics)

Hsc, Computing

Completed year 11