Garry Morris Email & Phone Number

Perth, Wa, Au

Perth, Western Australia

1st and 2nd Level IT support.

Bassedean, Western Australia

IT Support, 1st and 2nd Leve

Perth, Western Australia, Australia

PM for the transitioning of externally managed IT support to full in house.

Perth, Western Australia, Australia

Create Service Desk procedures for Office of Digital Government utilizing Jira systems to support public facing websites. Write Incident Management procedure, set service level targets, reporting processes, create how to documents and policies relating to support to Government Departments and Public.Involved in testing of websites for structure and useability.

Perth, Australia

Manage the day to day operations of the outsourced Woodside Energy Helpdesk. (24x7 operation), services are worldwide. Client facing, transitioning new services, new projects, and products to the Service Delivery side.Meeting clients to discuss services, amendments including improvements in Self Service documentation and processes. Involvement in Incident Management including Major Incident Management, Change Management, Problem Management. Preparing, maintaining, and presenting statistical data for Corporate Service Level reports.Managing team of 13 staff, (2 Subject Matter Experts and 11 helpdesk staff members)

Perth, Australia

Manage the Mastergroup Call Centre in providing support to external clients with Mastergroup’s software Agrimaster/Wagemaster which are financial packages aimed at the Agriculture industry in WA and Australia.Provide escalation point for incidents requiring higher authority.Service Support and Complaints Management and Staff managementManagement and maintenance of the Support Software (Zendesk) Preparing and presenting support statistics, constant review of ongoing issues,

Perth Wa

Contract Position. Manage the Service Desk and Desktop team in support of internal clients based in Perth and Regional WA Sites.Resource Management, mentoring staff, training, staff reviews, appraisal and performance management.Act in a Service Delivery Management capacity when needed, meeting clients to discuss technology usage and changes for business support needs. Escalation point of issues, including Incidents. Reporting. Maintain statistical analysis of demands to the areas of IT management to ensure services, identify self-help documentation, Incident Management review to address reoccurring support requirements and enable processes to reduce repeat incidents. Asset Management, procurement, asset control, PC/Laptop deployment, Printers.Set up of Mobile Devices, Apple iPhones and iPads including managing within a MDMManagement of Ricoh Printer fleet, first point of contact for escalation, purchasing, supplier relationship.First point of contact for a Cisco Video Conferencing facilities training and assistance in using.System Center Configuration Manager (SCCM). Ensuring PC/Laptops are built to required specifications and have required applications installed for deployment. Ensuring packages work and arrange change management.Process and Documentation Management ensuring staff processes and procedures are written, reviewed and authorised.Account Moves, adds and changes using Active Directory (AD).

Perth, Australia

Act as Service Delivery Manager for Empired CustomersClient Meetings, Monthly reporting, Major Incident Manager, first point of contact for client management. Maintaining and improving customer services

Perth, Australia

Ran the 24x7 team, redeveloped and hired new persons, set targets, KPIs, produced reports for SLA reporting, Trend reporting, resource identification. Liaise with clients across Australia and overseas to discuss any and all issues. Escalation point, Major Incident Manager, Queue Management and sat on the CAB

Implementation of ISO 9001 Quality Management. Responsibilities for IT Risk Management, writing IT policy documents, Qualifed Lead Auditor, Change Manager

Manage the ITSM processes at DEC, areas of management are: -Service Management, Service Catalogue, IT Risk Management, IT Service Continuity Management, Continual Service Improvement &Change Management

Managing the Service Desk team at DEC. Assiting in the implimentation of ITIL methods.

I am a predominantly known for finding IT personal mainly in the government contracting arena. I am an IT person having been in IT over 15 years mostly in Help Desk/Desktop management, ITIL and also training

Day to day management of help desk team (4), providing support and escalation of all first and second level issues, Hardware support for desktop and laptop computers, printers etc. Job assignment and queue management. Set SLA targets, design reporting, Customer liaison, Incident and Problem resolution. Liaise with third parties and ensure service capture, service catalogue creation. Introduce ITIL framework into the area, present introduction seminars, technical write processes and procedures, wrote Change management and Incident Management Process, involvement in Configuration Management Database (CMDB) design, Involvement in Help Desk System enhancements (Internal designed application). Turn service around, service improvement processes, Client Satisfaction. Environment is windows 2000/XP, Office 2000/2003.

Ran the WA Police Services, IT Service Desk

Help Desk Team Leader and Manager variously, ALCOA of Australia, WA Police Services, AlintaGas, Ministry of Justice, Department of Environment and Conservation.

Worked on the Family and Children Services Help Desk

Assist in projects being assigned to department. These included analysis of T&C visa card viability, branch courier network, society conversion to bank (agency network), child care project. Design of information and budgetary format files on PC's Lotus 123. Collation of relevant industry statistics. Assist in financial budgetary reporting and management. Assist various departments in design and implementation of PC based files and training where required.