Darren Horne Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

As ‘Service Delivery Manager Service Desk’ I'm responsible for delivering a superior service desk experience at VicRoads, allowing our teams to service our customers in partnership with our Managed Service Providers. I oversee the end-to-end management and delivery of our Service Desk function. My leadership and expertise are integral in ensuring a high.

Melbourne, Victoria, Australia

Reporting to Service Management Program Lead – APAC, I was responsible for leading the servicemanagement practices, application and API support delivery to SEEK. I led a team of highly skilled Service Management Specialists and Support Analysts. I played a key role in driving improvements in the reliability and supportability of SEEK products working.

Melbourne, Victoria, Australia

Key contributor to the overall achievement of strategic objectives for Western Leisure Services (WLS) and accountable for the management and development of appropriate programs and services, ensuring compliance within relevant regulatory frameworks. Oversight of WLS computer infrastructure and related areas, including IT security and the software platforms.

Melbourne, Victoria, Australia

• As part of an investment opportunity, I built and launched a small catering business. During this time, I worked on all aspects of the business including;
• Business planning
• Stakeholder management - Council, Department of Education & Training, Food Safety
• Customer support
• End-to-end process development for all aspects of business
• Financial management and effective negotiation

I took this opportunity to connect with my two young daughters as a stay at home Dad, as well as being able to take the whole family on an epic 3-month European adventure.

Dandenong South

Engaged to transform the solution design and quoting function, for all infrastructure services including Azure and AWS cloud solutions, into a high performing team. Over the course of 12 months, I guided the team through significant structural and cultural changes to clearly define the service we provided and how we provided it.With an engaged team with.

Melbourne, Australia

• After developing the FY14 Consulting Infrastructure Strategy, I returned to the role of delivering this strategy, after taking parental leave.Collaborating closely with our managed service provider, EngineRoom.io, and.
• Workflow – leveraging Atlassian tools such as Jira, in the development of processes for all areas of tech deployment, use & monitoring
• Governance – development of checkpoints, flags and controls to address all risk and security concerns
• Cost model – creation of an internal pricing structure to recover all our costs
• Business model – creation of a new business model for this new service; who we are, what wedo and don’t do, why we do it and how we operate
• Operating model – defining roles and responsibilities, chains of command and approval trees

Melbourne, Australia

• Recognising a growing technology burden within this Business Unit I proactively worked with the Partnership in the creation of this role. I entered into a team with an organically grown technology base which was both.
• A clear roadmap and strategy developed for each financial year
• Management and delivery of strategic projects
• Development of governance around acceptance of technology projects
• Rigorous fact based development and management of budgets exceeding $1M
• Strong relationships with all service providers, vendors and internal stakeholders

Melbourne, Australia

• This role involved the creation and building of the Internal Consulting business within our IT function, as well as the management, development and mentoring of a team of highly capable individuals. Our aim was to.
• Development of a relationship based methodology for consulting
• Creation of relationship strategies and personal plans to actively seek & grow key client contacts
• Consistent delivery of good experiences, exceeding expectations
• Partnering with our clients in robust dialogue around issues to deliver independent valued opinions
• Development & alignment of our teams strategy and all our personal development plans, to deliver measurable results, in line with the departments strategy, which in turn would feed into the Firms overarching mission.A.

Melbourne, Australia

• The primary applications under my care were; the externally sold, internal audit tool, TeamMate and all Tax applications, such as MYOB, used by the PwC Practice. My role was to act as a conduit between the Practice and.
• Initial development
• Further development (capturing issues and enhancements of the software)
• Coordination of testing (user and technical testing)
• Deployment
• Licensing (and ongoing management of)

London, United Kingdom

As part of the Local Loop Unbundling Programme, this role required a broad overview of mid-range operating systems, databases, storage, networks, Firewalls, security and project management methodologies. A significant amount of activity was scheduled over the duration of this contract which included the focus on complete systems with both hardware and.

Sydney, Australia

• The responsibilities of the team were around all aspects of Sydney infrastructure, including;
• The Asia Pacific Data Centre including power feeds, UPS, A/C & fire suppression systems
• All Sydney based file, Notes mail, application, DHCP and SMS
• All Cisco switches/routers and remote access devices
• All cabling & connectivity for the Sydney officeAs well as co-ordinating my team of Network Engineers to pro-actively manage the above systems Iwas also responsible for;
• Ensuring we provided superior 3rd level support to our entire client base of over 3000 users and that all Key Performance Indicators (KPIs) were met by all team members

Sydney, Australia

• As well as my regular day-to-day tasks I was also responsible for;
• Managing and maintaining superior 3rd level support
• Management, administration, upgrades and troubleshooting of Cisco switches
• Management and administration of all Sydney Windows servers
• Maintaining management tools including Insight Manager, Cisco Works & Shiva Access Viewer;
• Expertise in all areas of Novell NetWare including server builds, upgrades, administration and fundamentals of tree design and security

Sydney, Australia

• In my role as Helpdesk Supervisor my duties were to;
• Monitor Helpdesk and ACD statistics on a daily basis
• Monitor calls received by the Helpdesk and assist with completion and/or escalation
• Manage customer service projects and assignments
• Assist with ensuring all support processes are adhered to by all members of the team
• Assist with ensuring that service levels are maintained and a high level of customer support is delivered to the Practice

Sydney, Australia

• As part of the internal helpdesk team, providing 1st and 2nd level support, we were responsible for answering an average of 8000 calls a month concerning almost all areas of I.T. With over 2500 clients with potential.
• Networking – Netware 4.x administration including user creations/deletions, managing groups, setting up printers using HP JetAdmin, as well as performing tape backups and restores via ArcServe as well as other admin.
• Hardware support – troubleshooting and maintaining a wide range of desktops (Compaqs & Dells), notebooks (Compaqs, Toshibas, IBMs & Dells) and printers (HPs, Lexmarks & Tektronix)
• Software support – 1st & 2nd level support for all software packages and systems available as part of the standard image, including MS Office, Lotus Notes, Lotus SmartSuite, MS Internet Explorer as well as an array of.

London, United Kingdom

My primary responsibilities and duties in this role were to maintain all aspects of the computer and telecommunications systems for the company, comprising of two main buildings and over twenty external agents. This included both LAN (Novell 3.x) and WAN administration, PC and hardware maintenance and software support. It was also my responsibility to.

Prince2 Agile Certified Practitioner (Acp), Agile Principles, Practices And Tools

Prince2 Practitioner, Prince2 Project Management Principles, Practices And Tools

Graduate Certificate, Business Administration, High Distinction

Bsc With Honours, Statistics & Operational Research