The Head of Operations – Mid Tier, SME & NFP was accountable for the operational and financial performance of the vertical reporting to the COO & CEO.Duties Include:- Provide leadership and management of the industry vertical comprised of Account Managers, Business Development Managers, Service Delivery Managers, Technical Engineers through level 2-3 SME’s. Included:o Team Planningo People Managemento Skills Matrixo SME’s + TAM’so eNPSo Scorecards & Reportingo Training & Certification- P&L responsibility including revenue earnings, cost of sale, gross margin, MRR and TCV.- Develop the growth of a Mid-Tier Strategic Plan.- Develop go-to-market productised solutions in conjunction of Marketing.- Develop of the continued improvement of services and the associated ITSM practice leveraging ITIL3 practices.- HR accountability, including HR Budget, Reporting and Performance Management- Provide escalated Client consulting and presales activities.- Manage Partners for combined opportunities or existing relationships.- Financial Contract and Account Profitability Reporting

Lead the Service Operations and Business Operations function to support managed services to Dancrai's clients. Contribute to the development of functional strategies aligned with Dancrai's strategic plan and program, relating staff position descriptions, KPI's and objectives to successful strategy execution.Manage the ongoing effectiveness and efficiency of Service Delivery to Dancrai's contracted clients.Take primary responsibility of Human Resources and line management accountability for Service Delivery Team Leader and Engineering team.

Dancrai are an ICT Managed Services Provider engaging with medium enterprise, not for profit and Australian Independent Schools sectors.My key focus is to build and manage client relationships with clients whilst assisting the overall delivery of ICT at a strategic level to each business.Major Accomplishments:• Be engaged as a long term engagement to develop and execute Strategic ICT Plan as ICT Director the for Tier 1 Private School in Sydney.• Manage the deliverable of a complete infrastructure replacement including moving from an existing directory structure to Active Directory, servers, storage, wireless, networking, implementation of AARNet connection.• Renegotiate the renewal of Internet and MPLS connections for international not for profit charity saving over 30%, whilst increasing available bandwidth on a shorter term contract.

Full time contract to act as ICT Director to develop and implement a 3 Year ICT Strategic Plan including:Implement Strategic Improvements including Classroom Technology, Network and Wireless Improvements, New Device Strategy, Infrastructure, Onboarding and Security.Design for a high performing ICT Organisation including ICT Service Delivery, eLearning Integratorsand Application Management.ICT Strategy and Governance initiatives around Application Architecture, Information Management, Business Continuity and Disaster Recovery.Continuously improve ICT Governance, ICT Management, and ICT Service Delivery.

IT Integrity is a technology focused consulting company, servicing small business to multi-national enterprises. IT Integrity differs from most IT solution integrators (SI’s) by utilizing an in-house developed framework to understand the business strategy and assist them in achieving their business objectives and overcome business issues and challenges through the use of technology. Position: Project Manager & Account Manager Responsibilities:• Manage the timely implementation of projects utilizing internal resources and 3rd party contractors.• Report to the Program Delivery Manager on projects.• Maintain and develop key Accounts.• Focus on continual improvement in internal processes.• Assist with the implementation of new internal workflow application (Autotask).Goals Achieved: • Deliver on time, in budget projects, internally and with external customers.• Continue to develop key accounts by assisting the business to achieve business strategy IT objectives.• Streamline internal processes with the implementation of a new internal workflow application (Autotask) across the business.Key Project Work:• Wintel / Citrix Data Centre Replacement Project for Australia’s largest manufacturing mining Union.• Replace existing MPLS connections to 24 remote locations.• Implementation of Kronos Time & Attendance system into a multinational retail company.• Upgrade of Microsoft Exchange to 2010 whilst implementing a Threat Management Gateway for secure remote access.• Streamline business processes alongside a SAP implementation.• Assist with the business process change of delivery of product from wholesales to direct to market with a large multinational pharmaceutical company

Gilbert + Tobin are a specialized law firm competing with top tier firms such as Mallesons and Blake Dawson-Waldron. Gilbert + Tobin, more commonly known as G+T, are most recognized for being the law firm of choice for PBL and for leading the Kazza case. Although G+T are a smaller size in employees than the top tier law firms, G+T are maintaining their hold of their market share and growing into the Asia region. Position: Service Desk Manager, IT Responsibilities:• Manage the IT Service Desk consisting of 5 team members• Report directly to the CIO on teams performance, ideas and obstacles• Maintain a standard excellence of customer service• Develop Individual Development Plans for staff• Perform performance appraisals• Responsible for lease return / renewal of hardwareGoals Achieved: • Change the view of the Service desk from “unhelpful desk” to a customer service focused service desk striving for excellence in the delivering of IT service• Break the “walls” down between internal IT groups to form one department not 4 (infrastructure, service desk, training and applications) different groups• Empower the Service Desk to be able to perform all duties needed to be the only point of call for the firm on IT related matters.Project Work:• Design and implement standard operating environment (SOE)• Assist with deployment and design of the document management system, Filesite from Desksite

2001 to 2007: Pfizer Pty LtdPfizer develops, manufactures and markets leading prescription medicines for humans and animals including many of the world's best-known consumer brands including Viagra, Zoloft, Nurofen and Listerine. Pfizer has three business segments: health care, animal health and consumer health care. Pfizer’s products are available in more than 150 countries. Pfizer appeared on six different lists in 2005: Fortune 500, Global 500, Best Companies to Work For, Americas Most Admired Companies, Global Most Admired Companies and MBAs' Top 50 Employers.Position: Level 2 Desk side Support Team Leader, Corporate IT Responsibilities: • Manage the performance of five level 2 helpdesk members over three sites (Caringbah, North Ryde and West Ryde)• Run daily performance reports and identify and address issues as appropriate• Respond to technical support calls from internal and external staff• Build new computers and replace existing computers for users upon lease expiration• Provide exceptional customer service for all onsite staff and remote staff for all IT equipment• Train new users on the standard operating environment• Train and coach new team members• Team Leader for the computer integration of the CSL company into Pfizer (approximately 250 computers)• Develop and manage department intranet site ensuring relevant information is communicated to the Pfizer employees• Manage key elements of the deployment and creation of Windows 2000 SOE to all computers within Pfizer Australia (approximately 3,000 computers)• Interstate project (Melbourne) to facilitate deployment of Global Remote Access and training 80 Animal Health Representatives• Technical Site lead for Windows XP SOE deployment over all sites throughout AustraliaCourses Completed:• Situational Leadership 2• DISC (Personality profile)• Coaching Tips• Negotiating to Yes• Who Moved My Cheese• HR for Line Managers• ITIL Essentials• Certificate IV Frontline Management