Denis Mullins Email and Phone Number

In this role, I lead the coordination of Ticket and Knowledge Management for the Datacom End User Services Team supporting the Federal Department of Health. This entails specific people management responsibilities, managing individual and team performance. Ultimately I am personally responsible for ensuring that the team and its members meet contracted client service and technical SLA's, while ensuring compliance with SOE protocols. I also serve as the Technical Lead, serving as the point of Level 2 escallation within the team for a range of SOE platforms including:- Microsoft Office;- CISCO Contained Front End (CFE);- Adobe Pro;- MS Active Directory;- Ivanti ITSM (Heat);- VMWARE;- MS Power - BI;- Fuji / Konica Printing Services;- Fortinet; and - Splunk.

In this role, I lead the coordination of Ticket and Knowledge Management for the Datacom End User Services Team supporting the Federal Department of Health. This entails specific people management responsibilities, managing individual and team performance. Ultimately I am personally responsible for ensuring that the team and its members meet contracted client service and technical SLA's, while ensuring compliance with SOE protocols. I also serve as the Technical Lead, serving as the point of Level 2 escallation within the team for a range of SOE platforms including:- Microsoft Office;- CISCO Contained Front End (CFE);- Adobe Pro;- MS Active Directory;- Ivanti ITSM (Heat);- VMWARE;- MS Power - BI;- Fuji / Konica Printing Services;- Fortinet; and - Splunk.

In this role, I carried responsibility for onsite desktop support for Datacom's clients within the Australian Federal Department of Health. This involved responsibility for the management and resolution of Service Management incidents / service requests. I consistently achieved between 120 and 130% of my performance SLA's while regularly generating strong client satisfaction endorsement and feedback. My responsibilities for technical support were necessarily broad, covering the entire Health SOE which included: - Microsoft Office;- CISCO Contained Front End (CFE);- Adobe Pro;- MS Active Directory;- Ivanti ITSM (Heat);- VMWARE;- MS Power - BI;- Fuji / Konica Printing Services;- Fortinet; and - Splunk.

As a Service Desk Analyst my role involved: - Providing professional and knowledgeable Level 1 over-the-phone incident triaging for end users within the Australian Federal Dept of Health.- Managing and trouble shooting service portal / email based user requests.- Assisting with the creation and manitenance of IT accounts, including management of security protocols in line with Departmental policies.- Interfacing with a wide range of portals to cover errors spanning all software and applications available to the Australian Federal Dept of Health.- Writing knowledge base reference articles that are clear and concise. - Developing professional and courteous relationships with a wide range of IT Operations staff, promoting a cohesive and synergistic team environment, and cultivating high client satisfaction. My technical support responsibilities spanned the following SOE platforms: - Microsoft Office;- CISCO Contained Front End (CFE);- MS Active Directory;- VMWARE; and- Fortinet.