Crede Harrison Email & Phone Number

Perth, WA, AU

Perth, Western Australia, Australia

The Change and Procurement Lead oversees the Change Advisory Board, ensuring adherence toapproval processes and implementation of changes in alignment with established policies andprocedures. I coordinate the procurement of items within set guidelines, maintaining consumablestock availability for the IT team. I am responsible for equipment purchases, asset.

Perth, Western Australia, Australia

Perth, Western Australia, Australia

• As the Process and Reporting Manager for New Era Technology, I implement and manage service delivery processes across the APAC region, ensure timely delivery of customer reporting, and support the Sales and Service.
• Ensure service delivery processes are aligned with SLA requirements to meet the required service levels across the APAC region.
• Meet contractual obligations for customer reporting and ensure reporting requirements are met.
• Provide Service Management and KPI reporting to support the Service Delivery team.
• Work with the Sales team to ensure consistent customer communication and meet their requirements.
• Continuously review operational practices to improve effectiveness and efficiencies and create and maintain service delivery processes and policies.

Perth, Western Australia, Australia

• This role is responsible for providing leadership, ensuring proper delivery of support services to 4Logic clients, and managing several teams of technical resources to deliver these services.My key achievements in this.
• Develop Incident, Change, and Problem processes, improve client reporting and data dashboards, and foster a continuous improvement environment.
• Led and managed three teams with 20 staff to deliver support services, ensuring operational, service, and resource management aspects aligned with client requirements and organisational priorities.
• Manage service delivery teams' performance indicators to improve the service desk function continuously.
• Provide insightful reporting to drive service improvements throughout the organisation.
• Promote a culture of service excellence, innovation, above-the-line thinking, and continuous improvement.

Perth, Australia

• This was a new role created in the company. I was responsible for providing leadership, ensuring proper delivery of support services to ES2 clients’ business users, and managing a team of technical resources to deliver.
• Implement Incident, Change, and Problem processes, improve client reporting, and deliver a project to implement a new ticketing system.
• Maintain high-performing service support functions, including IT Service Desk, Desktop Support and VIP Support.
• Monitor, control, and support service delivery, ensuring methodologies and procedures are in place and followed.
• Accountable for the quality of service and performance, ensuring future demand from growth and projects is factored into the capacity plan for all associated systems.
• Manage internal desktop computing environment, commercial agreements, and regular management reporting.

Perth, Australia

• I was responsible for coordinating technology-related critical incidents and documenting a thorough synopsis of events from the onset of the critical incident through the restoration of service. Also responsible for.
• Coordinate technology-related critical incidents, document a thorough synopsis of events and ensure proper root cause analysis occurs.
• Manage key stakeholders and business issues during critical ICT incidents, provide timely communications, and conduct in-depth reviews on major incidents.
• Provide training on ICT Incident and Problem processes, develop and update Incident and Problem process documents, and provide ongoing continual service improvement.

Perth, Australia

• I was seconded to lead a team that oversees the performance and execution of the ICT Service Management process portfolio.My key achievements were creating and implementing an internal ICT self-service portal to.
• Oversaw the performance and execution of the ICT Service Management process portfolio.
• Created and implemented an internal ICT self-service portal to streamline users' interaction with ICT and reduce overall calls and emails to the Service Desk.
• Monitored ICT business partner compliance on SLA targets and reported on ICT availability, SLA compliance, and trends.
• Served as the primary major incident manager, including a weekly rotating on-call after-hours service.

• Manage the Service Desk function and provide first-line assistance for all ICT-related issues and queries in Synergy.My achievements in this role were the successful coordination and migration of over 1000 users from.
• Oversaw the performance and execution of the ICT Service Management process portfolio.
• Created and implemented an internal ICT self-service portal to streamline users' interaction with ICT and reduce overall calls and emails to the Service Desk.
• Monitored ICT business partner compliance on SLA targets and reported on ICT availability, SLA compliance, and trends.
• Served as the primary major incident manager, including a weekly rotating on-call after-hours service.

• Key Responsibilities
• Owned end-to-end management for high-priority and major incidents.
• Monitored incident management effectiveness and maintained the Major Incident system.
• Coordinated with suppliers and technical teams to drive incident resolution.
• Facilitated Technical Incident Bridges and participated in IT Management and Governance Forums.
• Participated in Daily Operations Review Meetings.

Level 2A, 300 Murray St, Perth

• Key Responsibilities
• End-to-end management of service desk activities and IT asset management.
• Managed major service issues, relationships between IT, business, and provider teams, and staff satisfaction.
• Contributed to risk management and service catalogue management.
• Managed, coached, and mentored the service desk team and led ITIL practices adoption and maturity.
• Contributed to the enterprise-wide socialisation, training, adoption, and compliance of IT service desk policies and processes.

• Customer service agent that assist users with all their ICT issues and requests.
• Resolve incidents and requests at first point of contact and escalate to 3rd party resolution groups where necessary, using defined processes and procedures within OLA's.
• Identify and escalate major incidents and facilitate communications and updates to the business as part of the Major Incident Process.
• Manage own work performance and share technical knowledge with others. Look out for opportunities for the continuous improvement of processes and procedures.
• Support change initiatives and participate in process improvement projects and recommend solutions.
• Comply with privacy policy and relevant codes of practice for the Finance industry.

Holsworthy, NSW

• Install, maintain, and decommission various communications and information systems equipment for the Australian Army.
• Plan, design, install, manage, maintain, and decommission complex communications and information systems, including cabling, satellite equipment, phone and network systems.
• Point of reference for information regarding radio equipment, fibre optic connections, microwave transmission equipment, information systems and satellite links.
• Equipment and system availability reporting.
• Coaching and technical guidance for staff.

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Certificate 4 Electro Technology, Telecommunications Technology/Technician