George Saouma Email and Phone Number

Manage the end-to-end support for all software related technical requests/issues (including Licencing/Installation). Advanced IT troubleshooting and extensive computer/technical skills (Windows 10, iOS, Android, etc.). Other responsibilities include, Software Asset Management (Executive IT Support), Management Reporting (Advanced Excel skills/VBA), Project (AIKIDO) Knowledge Management, Strong problem-solving skills with attention to detail. Excellent communication skills.• Established strong stakeholder relationships • Manage Vendor relationships for all ICT requirements• Managed and reviewed Software requirements• Experienced in data analytics, data mining, and automation.• Member of Telstra’s Cloud Managed Workstations (CMW) pilot.• Setup Seamless Sign-On and Two Factor Authentication requirements.• Automate the installation of peripheral devices on an international level• Automate the reporting needs for management. (Advanced VBA/Excel skills)• Resolve all Windows and MAC based technical faults/issues.• Setup/Troubleshoot Mobile Device Management (MDM) related requests• Experienced in o365 suite in an Enterprise setting. Providing IT support to all Telstra staff on o365 technologies (OneNote, SharePoint, Outlook, OneDrive etc.). This includes reviewing licencing and management of applications for Executives• Perform or participate in complex, specialised technical investigations as required. Ability to problem-solve complex issues and provide non-technical explanations to stakeholders• Deliver technical training, updates & briefings to staff to ensure understanding of process & procedures, and various o365 technologies• Work effectively as a High-Performing team member, leader, technology expert and project operative.• Use Remote Technologies to assist Telstra staff both local and internationally to perform their job functions• Ability to deal with various clients in a variety of roles. Ability to convey technical messages into plain English

Manage the end-to-end Incident Management Lifecycle. To restore services as quickly as possible with minimal disruption to BAU.Key Responsibilities• Manage all IT related Major Incidents. • Lead the Incident Management process• Manage Major Incident Review Team meetings (MIRT)• Manage Post Incident Review (PIR’s) meetings• Improve and maintain reporting requirements and reporting procedures.• Develop and manage procedures to enhance accurate/rapid response to major incidents• Managed ITIL based Service Desk Management Tool – Marval, • Monitor and analyse IT performance issues Major Achievements/Projects:• Successfully managed Major Incidents to resolution, restoring services to BAU.• Identified Risks in the current Incident Management process • Managed internal and external support teams.• Contributed to Post Incident Review Meetings (PIR’s) to analyse Major Incidents.• Assisted in the re-configuration of the Priority Matrix to assist support teams categorise, and prioritise incidents to determine the appropriate level of support.• Automated various reporting procedures and processes

Brought in to assist the Audit and Assurance Team in the analysis and data interrogation from various service providers of public transport in Victoria. -Manage stakeholder relations between PTV Audit and Assurance Branch and the various public transport service providers. -Coordinate various audits in accordance with government legislation. -Identify errors and anomalies in data transactions to provide concise reports to Senior Management. -Develop and document all code and provide training material for all Fraud/Corruption, Revenue and Financial Compliance Auditors.

Brought in to lead and manage a support team in the delivery of ICT Services and improvements to ICT infrastructure to PTV. Support the ICT Operations Manager in managing CenITex, Telstra, NEC and other tier 1 WOVG suppliers. Troubleshoot and resolving Incidents, Problems and Service Requests. Contribute to PTV’s ICT strategy and aligning technology with business objectives.Key Responsibilities:• Analyse business requirements and develop technical solutions for systems, project and operational requirements. Liaise with CenITex’s ICT Security team to establish and refine technical solutions for secure access to corporate systems • Lead and Manage ICT support teams in delivering day-to-day ICT services for the department• Manage WOVG ICT Services Provide (CenITex) in delivering day-to-day support and assist in the management of SLA’s between PTV and CenITex• Manage stakeholder and customer expectations. Manage WOVG tier 1 suppliers and vendors on behalf of PTV• Provide specialist advice and support on Microsoft technologies and software, including cloud technologies (Storage, CRM) solutions to PTV and various government authorities• Lead Business Systems Forums in the delivery of ICT projects on behalf of PTV, and to inform other divisions/branches of updates from CenITex• Train end users and staff on the preferred ITIL service management tool – Remedy• Provide technical support for systems and software updates and investigate performance and problems reported by users• Coordinate the Incident Management process in accordance with the ITIL• Manage ICT projects with competing requirements.Major Achievements/Projects:• Managed support teams in the delivery of ICT services on a day-to-day requirement. • Managed ITIL based Service Desk Management Tool – Remedy.• Managed several tier 1 suppliers and the WOVG ICT Service Provider - CenITex• Contributed to the PTV ICT strategy. • Successfully managed complex and competing ICT projects.

Provide essential ICT services and strategy to assist the Infrastructure Projects Division and Transport Projects Division in the delivery of highly visible and valued government led public transport infrastructure projects, in partnership with private construction consortiums. Manage WOVG tier 1 suppliers and ICT Service Provider - CenITexKey Responsibilities:• Manage the ICT support, operational and Project requirements.• Manage the information security, data storage and retrieval requirements.• Manage all ICT technical staff across the construction consortiums involved in the delivery of the projects.• Research future technologies to contribute to the ICT strategy.• Strong leadership skills with the ability to assign.• Ability to create an efficient working environment conducive to teamwork and collaboration.• Experience in Project Management, Incident and Change Management.• Good understanding of government standards and regulations (Quality Management ISO9000 and Information Management/Security ISO27000).• Specialist knowledge on various Microsoft Operating Systems and Applications.Major Achievements/Projects:• Researched, evaluated, and assisted in implementation of an integrated IP telephony system, and achieved $250,000 in reduced project costs through effective vendor and construction consortium negotiations.• Led the implementation of Corporate Document Repository.• Managed “Cloud” data storage, integrity, backup and restoration. • Managed the ICT support team to provide support across the department.• Successfully managed several WOVG tier 1 suppliers to deliver on day-to-day operational requirements.• Managed the support relationship between IPD/TPD and CenITex• Designed project solutions, which are scalable, secure and meet project and departmental expectations and achieved reduced project costs.• Successfully managed complex and competing ICT projects.

Provide a ‘one stop shop’ for all support, hosting, and networking requirements. Deliver an end to end service to the 4 supported departments (Department of Infrastructure, Department of Sustainability and Environment, Department of Victorian Communities, and Department of Premier and Cabinet). -Manage the Customer Services Support team to deliver high quality services to the department and its agencies in IT Support, Asset Management, Telecommunications, Accommodation and Deployment projects-Manage Performance Reviews and Staff KPI’s-Manage staff “rolling” rosters and training schedules-Improve response times to service level agreements -Manage call escalations and prioritising

Provide a seamless environment for all support, hosting, and networking requirements. Implement Service Management Tool following the ITIL methodology. Manage all incidents, outages and problems. Deliver a complete service to the supported departments. Key Responsibilities:• Manage all incidents in order to allocate the appropriate resources.• Drive the restoration team to gather sufficient information to commence analysis to restore services to BAU.• Maintain a general overview of the incident.• Understand the functionality of multiple areas which might be affected.• Obtain guidance on priorities to the team’s involved in the immediate recovery work.• Ownership and Management of all incidents relating to ICT and Infrastructure Services. • Analyse, and Monitor all Incidents and develop relevant Reports to ICT Manager.Major Achievements/Projects:• Identified Risks in the current Incident Management process and developed a Priority Matrix tool to and better align the Incident Management process with that of the Business to identify incidents, and correctly categorise them according to the ITIL Methodology• Successfully managed, identified, categorised and prioritised all incidents. I was able to provide appropriate resourcing to resolve incidents. This allowed the team to minimise operational downtime to the organisation.• Identified risks in current incident management process and develop, categorised, and prioritised, all incidents and system outages to better manage resources• Implemented and configured HP Open View Service Desk Management Tool. This provided all departmental liaisons with access to raise and monitor all incident, service requests and faults.• Successfully managed cross-functional teams during the incident management process to devise a resolution once the full extent of the incident was known. In many instances, the work around was the resolution.