Darryl Morales Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

Sydney, Australia

Key Responsibilities:• Client manage a select portfolio of customers upon sign-up with Macquarie Telecom by the Account Executives or Business Development Managers;• Develop and manage strategic operational relationships up to and including senior /C level contacts with all customers in the portfolio;• Support and assist customers with their operational requirements and queries through site visits and phone contact with a view to retention and growth, and delivering all services within agreed SLA timelines;• Act as a point of escalation for all operational issues and concerns for the defined portfolio;• Identify opportunities where our products and services would meet a customer need; • Create an environment to drive operational efficiencies that stimulate growth and encourage retention by ensuring that there are no roadblocks operationally;• Assist customers by training them on how to use our management tools and the benefits using the management tools suite;• Lead Implementation and Delivery as well as Manage the Migration of any adds/moves and changes made within their account portfolio.

North Sydney, Nsw, Australia

Key Responsibilities• Drive customer relationship management as key business interface for the customer; • Own and manage the scope of delivery and P&L of the entire customer engagement;• Provide oversight, coordination and timely executive communication of customer-initiated business escalations outside of standard incident, problem, and change management processes;• Ensures the success of customer deployments, managing the planning and execution of contractual obligations, and coordinating the interaction of internal, partner and customer resources toward the completion of key services projects;• Coordinate documentation of and oversee the adherence to customer-specific operational processes and procedures as required for CMS operational support;• Conduct Monthly Service Reviews (MSRs) and Quarterly Business Review (QBR) as required with key Customer and Cisco personnel; • Oversee and manage of service levels required to increase customer satisfaction and resolve business process issues for the identified accounts;• Drive the renewal of the existing customer contract and identifies upsell opportunities.Key Achievements• Successfully managing multiple Telecommunication Service Provider accounts, ranging from cloud-based solutions to managed services for ACI (Application Centric Infrastructure);• Exceeding client engagement expectations throughout the life cycle of the Open-Stack cloud solution by providing and communicating the appropriate level of information internally and to stakeholders;• Had provided guidance and expertise in a government Azure pack cloud solution throughout the contract creation, service implementation phases and successfully through to service operations;• Successfully obtained appropriate government security clearance level;• Currently the council member representing the APJC region for the global Cisco "Customer Engagement Team", specializing in SDM Community initiatives, including the "Service Delivery Evolution Map".

North Ryde, Nsw, Australia

Key Responsibilities:• Identification of technical service offerings and capabilities to promote new business opportunities;• Using PRINCE2, accountable for overall on-time delivery of projects to customer requirements to achieve customer satisfaction;• Engagement with stakeholders across the internal business units and clients to communicate and document/report on project scope, financial management, milestone updates;• Co-ordinating the delivery and operational readiness (change management);• Manage project and resource prioritisation on multiple project, to ensure project time and budget objectives;• Provide leadership and direction to the Integration team and ensure that services are well implemented;• Ensure skills of resources are allocated appropriately and updated as necessary;• Forecasting/reporting of Integration Services revenue outcomes on a monthly basis.Key Achievements:• Managed IBM and HP server and storage deployment project for a medical contract in excess of $5M;• Implemented Apple iPad deployment project for a defence contract in excess of $1M;• Warehouse/Integration Centre relocation project from Gladesville to Rydalmere, approx. $1M;• Implemented IBM Tivoli End Point Manager and Storage Manager (managing / monitoring end points) service solution;• Introduced new service based opportunities and projects within internal business units, which increased business revenue by 30% year on year;• Implemented and maintained the ISO27001 Information Security certification for the business for the past 3 years, showing an increase new customer and customer retention for the Services business by 20%.

North Ryde, Nsw, Australia

Key Responsibilities:• Using ITIL based methodology, continuously improve and drive consistent business support analysis strategies, practices, processes, procedures, governance and standards to improve and maintain customer satisfaction;• Manage a team of 15 technicians achieve and exceed set KPI's, supporting internal business units and managed infrastructure services clients;• Provide client support governance to maintain key business and client applications up-time;• Ensure effective management of risks and escalations impacting infrastructure and projects;• Work closely with subject matter experts, process owners and key stakeholders to identify, analyse, document business requirements and project manage small system enhancements;• Following the information security ISO27001 standards and quality management ISO9001 standards, maintain compliance to audit, application security, application roles design and segregation of duties.Key Achievements:• Hosted and managed services clients within the following industries: software development, government agencies, financial services, medical, hospitality, real estate, transportation, online transactional, not-for-profit, environmental waste management, IT MSP’s and resellers;• Technology utilised: Nagios (open-source monitoring), Hyper-V 2012 r2, VMware ESXi 5.5, Solarwind (capacity planning within VMware), Veeam (back-up and DR replication), ShadowProtect (image based backup), Acronis (Linux backup), SharePoint 2010 (knowledge base), Microsoft CRM, TriActive (SaaS);• Successfully implemented a “White-box” hosting solution within the Avnet reseller channel;• Successfully implemented disaster recovery hosting sites within NSW and Singapore;• Improved and maintained customer satisfaction above 80%.

North Ryde, Nsw, Australia

Key Responsibilities:• 2 years’ experience successfully utilising the PRINCE2 methodology;• Obtain project requirements from client points of contact;• Determine and manage project timelines for projects with client;• Determine and manage budget requirements for projects;• Achievement of the project goals (including on-time, budget and scope);• Engage with the stakeholders to communicate risks, issues and milestone achievements;• Manage relationships with the business units managers for potential new service offerings;• Manage delivery of new business systems that may include a range of re-used, purchased, tailored and custom-developed inter-related solutions;• Plan and manage the development and deployment of new business processes and solutions;• Coordination of change and implementation programs.Key Achievements:• New business implementation (D-Link, SIMPlus, Adobe) on-time and on-budget;• Successfully implementation of in-house developed call recording software;• Assisted with the implementation of a Microsoft global agent tool in Sydney, KL, and New Zealand.

North Ryde, Nsw, Australia

Key Responsibilities:• Managing the Microsoft Australia account;• Recruitment and management of resources of approximately 100 customer service professionals;• Managing P&L statements including staffing, entitlements and costs of operation across multiple sites;• Designed and implemented strategies that exceeded client expectations; • Designed and implemented business operational processes to continually improve business processes;• Monthly and quarterly client and stakeholder engagements.Key Achievements:• Blaster Virus: Managed the call centre operatives during the Blaster Virus period where call volumes increased by more than ten thousand per day;• Based in Malaysia (3 months), successfully implemented and managed a successful Frontline model pilot program in KL;• Implemented and maintained the COPC 2000 standard within the Microsoft business unit year on year.

North Ryde, Nsw, Australia

North Ryde, Nsw, Australia

Bs

Bs Iso/Iec 27001:2005 - Systems Auditor / Lead Auditor

Foundation Examination

Foundations And Practitioner

Cert Iv

Diploma In Information Technology