As an ICT Support Engineer being responsible for support to students and staff across the 12 campuses. This includes user support and customer service on school systems and software, hardware and platforms, troubleshooting problems and advising on the appropriate action.With a strong emphasis on Service Delivery and Asset Management this role is vital to record and relay information to the the NSW IT Lead, OneSchool Australia and Aurora IT.Ensuring the service improvement plan is delivered to all campuses, help identify concerns from campuses and present these concerns through regular management meetings. Help identify technology requirements and source out potential vendors that can deliver these requirements. Key duties and responsibilities:► Ensure strong Service Delivery is provided to all 12 campuses throughout NSW► Ensure all technical hardware and software issues are routed through Aurora IT► Budget forecast and monitoring ► Communicate with campuses and Aurora IT engineers keeping them informed of incident progress, notifying them of impending changes or agreed outages where appropriate► Research staff and student requirements using available information resources► Asset Management► Escalate issues/problems to appropriate resource► Stay current with system information, changes and updates► Create and maintain written processes where requiredCurrent Achievements:► Implement and maintain Asset management records for 12 campuses► identify the urgent upgrade requirements for campus telephony systems and ensure they have been implemented in a cost effective and timely manner. (Create a manual for staff use and train users on how to use the system)► Assist in the implementation of student support program which enables students to contact support directly taking pressure off administration staff.

Headhunted to assess and make recommendations on business and process improvements across business structure, applications, web sites and desktop support. Liaise with vendors to ensure cohesion between support contracted and provided. Highlights included:► Manage: ICT Desktop Support, across Incidents, Problems, Service and Change Management.► Manage: PCs/Laptops; Mobile Phones; Systems/Network Troubleshooting and Issues ► Manage: Windows Server 2008; Exchange 2010; Active Directory; Window 7,8 and 10; Office 2010; Cisco Telephony; Website Content and Development; and diverse applications.► Establish and maintain relationships with key 3rd part vendors.► Service Delivery management to the retail business ► Identified need and developed Business Process solution design and process mapping. ► Analysed adherence to best practice, achieving major improvement across efficiency and time management. ► Reviewed and adjusted application security.► Performed application systems process audit . ► Manage various projects such as; » Move head office facility » on-boarding multiple acquisitions to the business including setting up new facilities » Update and launch Intranet site » Upgrade multiple infrastructure and applications

Accountable for managing P1 and P2 incidents through to closure and assessing and escalating to 2nd level support as required. Identified problem tickets and merged into a single issue, ensuring accurate, detailed recording of all documentation.Highlights included:► Managed all Priority 1 and Priority 2 incidents for major clients including Rio Tinto Limited, BHP Billiton Ltd and AMP Limited.► Proactively addressed and managed static incidents.► Maintained up-to-date knowledge base directories as a critical function for information sharing.► Kept Service Desk Manager fully informed of all incidents in accordance with the business KPIs.

Headhunted by IT Manager due to outstanding success in boosting Customer Service Team performance to manage 4 Service Desk Representatives supporting 1400 users. Assessed training needs and progressed and skilled staff for current and future direction.Highlights included:► Manage 4 Service Desk Representatives supporting 1400 users across multiple locations► Successfully turn around animosity of communication between service desk and other ICT teams. ► Built strong rapport between 1st and 2nd level staff to boost First Point of Closure (FPOC) rate. ► Established greater cohesion and harmony between departments.► Improved performance through introducing critical Reporting Analysis tool.► Achieved robust KPIs and improved 1st level calls resolved within 24 hours from 50% to 90%.► Increased accuracy and efficiency of reporting for severity issues and associated resolution time. ► Introduced work flow charts and knowledge directory. ► Developed Help Desk templates enabling 1st level staff to capture critical information before forwarding to 2nd level staff. ► Streamlined and automated user forms creating a faster, more user-friendly process.

Managed 22 staff comprising 16 Customer Relations Representatives for Inchcape Australia and 6 Customer Relations Representatives for Subaru Australia.Highlights included:► Boosted average skill level across all staff from 40% to 90%. ► Identified training needs and conducted appropriate coaching and development sessions.► Promoted to Acting Customer Service Manager, Subaru Australia, for 6 month period.► Introduced quality assurance-based procedures and reporting tools for call monitoring.► Advanced procedure and policy adjustments supporting best practice.► Introduced knowledge base enabling staff to provide more efficient, effective customer service.► Motivated staff through incentive programs rewarding service excellence.

Highlights included:► Provided high-level customer service to meet/exceed requirements for customers throughout NSW.► Managed budget and forecast sales and stock requirements and supported marketing initiatives. ► Facilitated training in new and existing products.

Highlights included:► Move to Melbourne to set up and manage NSW/Victorian Call Centre.► Managed 15 Customer Relations Representatives.► Identified training needs and developed staff to ensure high level competency.► Hire new staff when required