Eddie Mccabe Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Australia

Brisbane, Australia

Originally this role was to investigate and implement 30 plus initiatives to strengthen the department's information and cyber security posture.With the huge growth of cyber threats since I've kept busy completing the original initiatives, and also managing deployment of new work such as the implementation of the Australian Cyber Security Centre (ACSC) "Essential 8 Strategies to Mitigate Cyber Security Incidents."More recently I'm coordinating the implementation of the department's Information Security Management System (ISMS) processes and procedures to comply with the whole of government Information Security Policy (IS18:2018) based on ISO 27001, and have relieved in management roles within the department's information management team.

Brisbane, Australia

Experienced at providing technical, project, operations and account management. Skilled at building and maintaining strong working relationships with clients and colleagues. Provides a high level of customers service.CGI is the world’s fifth-largest independent IT and business process services firm, specialising in high-end business and IT consulting, systems integration, application development and more.

Brisbane, Australia

Managed communication between the ICT department, business units and facilities management providers regarding any identified network, infrastructure and desktop issues.Ensured contract deliverables were in accordance with identified contract terms and conditions.Maintained effective change and incident management with the FM provider.Provided specialised advice, information and assistance to senior management on operational matters. Ensured availability and performance of systems was maintained to meet agreed service levels. Oversee prioritisation and resolution of technical issues.Ensure the delivery of ICT services to a range of VIP users.Lead, develop and manage identified Programs of Work and Projects resulting from identified issues.Develop, maintain and promote a client focus standard throughout the department to ensure quality service delivery and customer service.AchievementsChair regular operations meetings that includes key internal and external stakeholders to review Incident escalation, Problem Records, Incident Reports, call summary statistics, service desk processes, client service, current projects and planned work, scheduled outages, and resource availability.High levels of satisfaction from VIP users and their staff.Liaising with FM provider to establish monthly reporting and statistics, to track contract terms and deliverables.Recently managed successful ‘Follow-Me Print’ trial, as part of a larger print device rationalisation project. Expected savings include significant capital replacement reduction and ongoing for maintenance and toner. Achieved projects on-time and on-budget. Examples include:- Successful coordination of numerous ‘Machinery of Government’ changes, resulting in movement of business units or agencies into, or out of the network.- Capital Replacement of computers and print devices.- Fast tracked IT requirements for units supporting recovery from natural disasters.

Brisbane, Australia

Responsible for the coordination of day-to-day IT operational activities and planned work while located at the client site. Manage a team of onsite engineers across several sites, including recruitment, development of training, mentoring junior staff, performance appraisals, identifying staff for project work, and managing on-call rosters and after-hours escalation services.Ensure that the operational policies and procedures used by the team in delivery of services are documented and maintained.Customer facing role and involved daily interaction with client stakeholders, end users, internal support teams and managers. Develop achievable delivery schedules for planned work in agreement with the Service Delivery Managers. Develop and cost project proposals with appropriate internal review and approvals. Present project status reports both internally and to clients.Coordinate the delivery of third party support from external vendors.AchievementsDevelop team to provide a high level of customer service, by ensuring appropriate training is completed, and that all systems, processes and procedures are documented and reviewed regularly. Manage Capital Refresh Projects of desktops and laptops for Government clients. Examples are: - 650 devices in Brisbane and successful SOE upgrade to Windows 7. Also included upgrading SCCM infrastructure.- 150 devices in Brisbane, and 90 devices in 10 overseas offices.

Brisbane, Australia

Call queue management and setting the focus for the Onsite support team.Assist with recruitment and interviews.Train and mentor new staff, including creating training material.Incident and technical escalation point internally and for clients.Assist with projects and planned work.Coordinate and prioritize workflow for the Onsite team as required.AchievementsProven track record of providing a high level of customer service and resolving difficult technical issues.Instrumental in turning around disgruntled business units by quickly learning their needs, identifying areas for improvement, and providing solutions to technical and/or service problems. Created Onsite Training Reference Manual, and assisted the Team Leader to streamline processes for new team members so that they could quickly support our clients.

Brisbane, Australia

Delivering onsite, phone and remote access support for networking, hardware and software support for VIP and general users at State Government clients, including on-call and after hours support.Support various handheld messaging devices, administration of VoIP phones, capital rollover, sociability testing of new hardware and software, incident handling, and creating precise documentation for use by my own and other support teams. AchievementsPrimary onsite support person for senior officers and VIPs. This required liaising directly with VIP's and their support staff. Sociability tested new devices to ensure that they met business case requirements, and identify any potential issues before installing on production environment. Assigned to new client for transition project. This included discovery, testing and documenting their existing systems for support. Also initially refreshed the Windows 2000 SOE, and later was seconded back to upgrade the SOE to Windows XP and a complete hardware refresh for desktops and laptops.

Brisbane, Australia

Manage small technical team that provided onsite and phone support to small business and home users, general repairs and upgrades, warranty repairs and network management. Negotiating with suppliers, sales and customer, marketing,AchievementsDesigned and implemented stock control processes, technical repairs and warranty management systems. Increased turnover and profit margin for technical support area.

Bundaberg, Australia

Internet Helpdesk, PC repair and upgrades, Network troubleshooting for clients that included Local Government, small businesses, local schools and the home users.AchievementsPromoted from helpdesk position to become primary onsite support technician.

Diploma Of Information Technology (Network Engineering) (2001), Information Technology

Certificate Iv In Information Technology - Client Support, Information Technology

Certificate Iii In Information Technology - Software Applications, Information Technology

Certificate Ii In Information Technology - Computer Operations, Information Technology

Certificate Iii In Information Technology - Computer Applications, Information Technology