Daniel Wilton Email & Phone Number

New Zealand

Dubai

I have worked for MKM Commercial Holdings LLC (WAFI Group) Dubai for 6+ years in that time I have taken a dysfunctional IT department and with buy in from the team turned it into a proactive service orientated department that focuses on delivering quality timely support and solutions tailored to the corporate business needs. Over the years the team have delivered network border security, systems and data backup and recovery, user training, standardization of IT hardware giving long term stability and savings. The role was challenging and rewarding.

Dubai

Sixteen years within the ICT industry eight of those in senior management completing a Bachelors of Computing Systems in 2003, majoring in Systems Analysis & Design, Project Management & Service Delivery. Prior to this I spent twenty years in the automotive industry. Within my last corporate management position I controlled twenty-six staff delivering 1st, 2nd, 3rd level support for 32 business units with 600 network users for MKM Commercial Holdings (Wafi group) Dubai & Qatar managing an annual budget greater than 2 million AED.Strategized the entire corporate ICT path directly influencing Board members, senior management and end users relating to security, data centers, data access & retention, policy & procedures, planning and budgeting.Strong vendor negotiation skills delivering cost savings to the group this includes negotiating Annual Maintenance Contracts, IT hardware purchases (servers/desktops/laptops/POS), corporate software licensing, communication lines, managed print services, software. Developed & implemented corporate wide ICT policies relating to standardization of software/hardware, internet usage, antivirus, data access control, email retention, border & internal security, VPN, BYoD, corporate communications, USB devices, shared file servers, backup and recovery, off site replication, disaster recovery, business continuity. Stakeholder in a five person steering committee for Oracle ERP.All ICT project planning, developments, implementations & training were run via my office. Reduced external vendor costs by centralizing business functions and implementing shared IT services. Replaced high cost leased lines with DU/Etisalat business broadband while leveraging 3/4G systems as failover for business continuity delivering 300K AED ongoing annual savings.

Dubai

Introduced ITIL v3 based standards & training for ICT service delivery and service management, developed corporate SLA setting out priorities, response & resolution times. Improved 1st level support procedures resulting in 67% of all tickets resolved at 1st leve.lDeveloped & implemented new user induction training procedures reducing 1st level calls from new users in their first month by 80%. Conducted a corporate wide analysis of BU requirements for ICT covering operating hours, locations, hardware, user skill sets & software to enable understanding of the BU requirements relating to support. This enabled me to implement services and support based on clearly defined individual BU requirements. Significantly improved task management by implementing incident tracking and hardware management procedures and software enabling tracking and automated user notifications along with escalation alerting to IT management. Implemented monthly incidents reporting grouped by fault/change/priority/escalation/resolution to all BU management. This improved IT's overall visibility & enabled end users to track their logged issues.Set out IT team members roles and developed organizational structure setting out responsibilities and escalations points.Implemented IT training and induction procedures for all new IT employees this enabled new team members to operate with confidence and knowledge reducing their time to productivity.

New Zealand wide client side IT desktop support operations using CITRIX thin client.

Melbourne, Australia

Manager service Delivery Australia wide, implementation of ticketing software and roll-out support for applications

Bcs, Systems Analysis And Design + Project Management + Service Delivery, 82

Activities and Societies: Formed a study group consisting of 8 class members which in-place and with static members for our 3 years.

Bcs, Computing And Management

Activities and Societies: Peer tutoring for System Analysis & design and Project Management, weekly study group coordinator Peer Tutored.