Eugene Richmann - Emba, Msc, Macs Email & Phone Number

Melbourne, Vic, Au

Australia

Vinnies NSW is an NFP supporting 2,500 employees and 4,100 volunteers across 390+ sites. After 25 years in corporate IT, I wanted to share my knowledge, skillsets and qualifications for a cause, to give back and support the needy and poor. Lead a team of 14 covering ICT Infrastructure, Cloud Computing, Service Delivery, Telco, Unified Communications and Security Governance. Leadership & Strategy:• Lead a team of 14 with 3 direct reports, coaching and mentoring, and helped 2 staff get promoted.• Helped to contribute to positive employee qualitative feedback in a survey in July 2023.• Identify and deliver innovative ICT strategies and automations to help Vinnies achieve strategic goals and save costs.• Guide and advise processes on the DR Strategy to mitigate to disaster and security threats.• Managed first FY24 budget and achieved cost savings or mitigation of over $1m.• Manage $4m p.a. ICT Operations budget and identified cost savings.Business Transformation:• Developed better POS system upgrade processes with a vendor which mitigated lost retail revenue and provided better oversight, reporting and control over POS support and service activities.• Developed a strategy with streamlined processes to decommission On-Prem to Cloud, to increase efficiency with high security standards, and improve reporting.• Supported implementation of HRIS SAP SuccessFactors, worked with the vendor provided strategic insight into all Vinnies systems it needed to integrate with, Payroll, Active Directory and master database. • Improved vendor-based Service Desk Team’s performance to exceed SLA requirements and renegotiated the new contract and SLAs to futureproof the service and enhance service delivery.

Lead ICT team of 30 with 2 direct reports on ICT Infrastructure, Networking, Security &Support (24/7), ICT Projects & Vendors.IT Operations:• Developed, executed annual ICT strategies to improve effectiveness, including Covid response.• Advised ANZ Executive Leadership Team on IT, operations, solution, analytics & innovation.• Managed network infrastructure, supported operations & large teams at 24 sites in Australasia.People Leadership:• Managed two Level 1 & Level 2 technical support staff looking after Australasia pre-Covid.• Led, trained, & motivated project teams, six vendors to deliver projects, & services.• Mentored two managers to improve their leadership, productivity, & customer service.Business Transformation:• Enabled significant cost savings, through renegotiating vendor contracts, & hiring staff directly.• Introduced help guides for users to successfully reduce Level 1 helpdesk issues by 65%.• Transitioned business systems, services & data storage to the Cloud using the latest software.Vendor Management:• Managed vendor relationships across data, networks, software, & customer centre support.• Negotiated favourable contracts, ensured compliance with SLAs, managed million-dollar budgets.• Challenged terms, cut costs by 50%, improved performance, service & competitive advantage.Cost Savings:• Transitioned 120-seat contact centre structure from legacy to Genesis system, & latertransitioned to centralised global contact centre.• Greatly reduced overheads & infrastructure costs to a fraction of original costs in just 3 years.• Received Emirates award for innovative planning, completing major projects early and savingcosts.Project Leadership:• Led business-critical transformation/implementation/improvement projects on time & budget.• Led project to set up four Australian business centres for Airport Lounges within 6 weeks.• Led technical office move from 150 seat office to 30 seat office over 3 days.

Promoted to Senior Operation/Network Engineer in Australia in 2004, ensured quality robust outstation office infrastructure, led, and mentored teams and maintained 100% user satisfaction with zero escalations. IT Operations:• Praised for a preventative approach to network services, empowering 500 users without one single escalation.• Excelled across technical troubleshooting; reduced ticket times by 50% and aircraft repair time by 2 days.• Successfully proved my ability to add significant value and gained the trust and confidence of head office in UAE, which improved support for the Australian and New Zealand regional office.Business Transformation:• Conducted initial analysis of ICT operation, observed what was needed and identified opportunities for cost reductions. Successfully identified ways to run the ICT operation for ANZ at a lower cost than the Indian office.• Data Centre: Developed a futureproofing ICT Strategy proposal to implement a centralised data centre for ANZ to support and enable regional growth and new offices. Proposal would have had following benefits:• Reduced operating overheads by moving from 24 data centres across ANZ to 2 designated data centres generating savings.• Reduced capital costs per project, and reduced operating costs per month. People Leadership:• After 3 years brought in 2 engineers in-house enabling a personal touch with customer support and more control in internal projects run out of hours at no extra cost.Vendor Management:• Worked and negotiated with 5 vendors (Telcos, Phone systems), rewrote contracts with SLAs, based on a strong knowledge of requirements.

• Ensuring robust outstation office infrastructure globally on promotion to Senior Operation / Network Engineer• Visited sites across Europe, Africa, Asia, the Middle East, America & Australia; leading and mentoring teams• Supported and successfully delivered solutions to up to chairman level

• Promoted to senior operation/network engineer, ensuring robust outstation office infrastructure globally • Visited sites across Europe, Africa, Asia, the Middle East, America & Australia; leading and mentoring teams• Supported and successfully delivered solutions to up to chairman level

United Arab Emirates

• Excelled as an IT operations network engineer, achieving rapid promotions and progression due to outstanding performance and results

Emba, Executive Master Of Business Administration

Masters Of Science, Network Systems