Michael Grier Email & Phone Number

Parkville, VIC, AU

Melbourne, Victoria, Australia

• Reporting to the GM providing operations and administrative support across multiple sites.
• Event management in a public space coordinating service delivery, contractors and staff.
• Helpdesk management - ticket triage and technical support.
• Cash office manager.
• Supervision of contractor access and controls.
• Manage weekly service delivery rosters.

Melbourne, Australia

Melbourne, Australia

• Website design analysis and costing; management support of creation and hosting.
• SEO and reputation management costing.
• Primary contact and support interface to AU/NZ franchisees.
• Established an L1, L2 escalation path reducing wait time on key projects by 25%.

Carlton, VIC 3053

• Office and Practice Manager responsible for diary management of 10 psychologists within a clinically sensitive environment.
• Ticket management for business systems, IT and building.
• Responsible for billing and insurance controls.
• Patients consult and assignment.
• New contractor induction and technical support.
• Marketing and presentations to medical practices and universities.

• Team coordinator managing Melbourne City Council sport clubs, parks and facilities.
• Manage permit and use applications from 85 clubs utilizing 45 fields in 6 major parks.
• Primary contact to AFL, FFV, Cricket Victoria, Tennis Victoria, Bowls Victoria and Corporate Games.
• Coordinate open space contractor within season specific deliverables.
• Account Manager for the Active Melbourne City Sports program.
• Hosted multiple public forums at IKON stadium presenting council’s vision for recreational sport.

Melbourne, Australia

• Zendesk support ticket distribution maintaining customer contract KPIs.
• Manage technical staff rostering on 24/7 support.
• Lead technical team on customer bridge during emergency event outages.
• Chair Customer support meetings.
• Successfully introduced ITIL support model to Unico.

Melbourne, Australia

• Manager for a team of 25 technical pre-sales, integration and support engineers and architects.
• Responsible for cost center – staff recruitment, performance, and training.
• Plan sub-domain technical strategy through sales pipeline and senior management instruction.
• Successfully managed redundancy programs to achieve remote delivery targets.
• 87% leadership approval with 92% utilisation (2014). 96% leadership approval with 90% utilisation (2013). Highest scores in Ericsson Australia.

Melbourne, Australia

• Resource manager for 28 Help Desk and Incident Management staff delivering support to Global Telco Customers and IT engineers within an ITIL framework.
• Key contributor of the competence-build goals of the new support hubs including EPM deliverables at home and abroad.Key achievement:
• Responsible for staff wellbeing during handover of operations from Australia to China and India, assuring service delivery until operations closure.

Melbourne, Australia

• Co-ordinate Incident Manager, assigning cases by roster or competence.
• Participate as an Incident Manager for emergencies with 1 hour SLA.
• Support all hub cases by making judgment call on technical escalation.
• Manage SDM escalations and all follow the sun handovers.
• Delivery root cause analysis to SDM and local support.
• Created and delivered IM certification program.

County Dublin, Ireland

• Onsite and remote systems integration of Solaris and Oracle solutions.
• Second Line Support engineer and incident manger – 24 x 7 call out.
• Technical scope and quote of service delivery.
• Technical competence transfer with headcount transfer from Ericsson Ireland to Australia.

Certificate Iv In Cyber Security

Certification Iv In Training And Assessment (Taa40104)

Cert Iii And Cert Iv In Fitness And First Aid

Itil V3 Foundation

Bachelor'S Degree, Business/Commerce, General, Hons

Activities and Societies: Rugby team, swimming team. BA Business Studies

Education record

Activities and Societies: Rugby, soccer, badminton, athletics.