Hugh Jones Email & Phone Number

Sydney, New South Wales, Australia

Overall and day-to-day responsibility for all aspects of technology management and service delivery to a not-for-profit organisation. Successfully transitioned all on-premise IT services to the cloud over the 3-year period between 2021 and 2024.

Sydney, Australia

Administration, day to day support and ongoing enhancement of Salesforce, which is used throughout the organisation for business management, people management, marketing and communications.

North Ryde, Nsw

Responsible for the design and implementation for a full range of corporate solutions, including ERP, People and Talent, Digital Workspace, Unified Communications, Security and Networking. • Developed a solution architecture, business case and road map for migration of disparate on-premise email services to Exchange Online. Commenced implementation and successfully migrated 1,500 mailboxes in a two-week period.• Developed a solution architecture, business case and progressive migration plan to move from on-premise messaging and telephony solutions to Microsoft Teams. This included the decommissioning of on-premise Skype for Business and Cisco Unified Call Manager services, with a projected saving of $800k per year in operation and support costs.• Directed the design and implementation of a company-wide endpoint management solution based on IBM BigFix.• Consolidated and upgraded the company ADFS platforms, resulting in a consistent, seamless single sign-on experience across all corporate services. Completed a pilot implementation of Multi-Factor Authentication using this platform and initiated full implementation.

Sydney, Australia

Provided business systems, including ERP, finance and people to the Datacom group, including Australia, New Zealand and international locations.• Defined business requirements, data model and process flows for a universal employee record as part of the company move to a central ERP system (Netsuite). Integrated the ERP system with the company identity management system to automate the management of user accounts.• Designed and built a system to automate the payroll processing for over 1,400 contact centre staff. The solution extracted data from workforce management systems and fed it into the payroll system via an award interpreter. The system reduced fortnightly payroll processing from 2 days to less than 15 minutes and replaced two full-time data entry staff.

Sydney, Australia

Provided Corporate IT services to all Datacom staff in Australia, Malaysia, Philippines and other international locations.• Initiated the transition of managed services to Datacom’s Asia operation, achieving around 50% reduction in cost.• Achieved 25-30% reduction in Service Desk volume and cost through implementation of a self-service solution for end user management.• Created and managed an in-house team to support the company’s legacy financial systems (Great Plains) which saved the company over $1M over 5 years in external consultancy fees and a further $1M in process automation of the company product sales and warehousing businesses.• Directed the design, implementation, release and operation of a commercial platform which provided contact centre technology as a managed service. Transitioned all company customer service centres and service desk teams to this platform.• Oversaw the development of a company-wide Wifi standard which facilitated the movement of staff between different company locations.

Sydney, Australia

Managed the development and delivery IT services to Datacom Connect - Datacom’s contact centre business – support over 1,000 service delivery staff in Australian, Malaysia and the Philippines.• Developed a suite of software tools for the contact centre business which could be rapidly deployed to meet the needs of new business opportunities.• Consolidated and virtualised legacy systems, achieving a 30% reduction in server and database provisioning, hosting and management costs.• Managed the transition of IT services supporting 1000 staff following the divestment of the company’s Asia contact centre business to Convergys.

Led the implementation of company customer satisfaction programs, including twice-yearly customer and partner surveys, complaint handling and the local Emergency Response Team.• Overall customer and partner satisfaction improved across all segments, with ‘world-class’ performances in consumer segment;• Engaged external market research specialist to perform detailed analysis of survey results to determine drivers of satisfaction. The methodology and reporting formats were subsequently adopted worldwide for analysis of survey results;• Worked with internal and external Public Relations staff to respond to media enquiries;• Developed a tool to analyse weekly complaint data which allowed tracking of key metrics (for example closure time and backlog) as well as root cause determination;• Led the company response to ‘Blaster’ and ‘Sasser’ virus attacks. In the case of the ‘Sasser’ virus, Australia published a solution within 24 hours which was subsequently adopted by most other regions;• Led the company response to daylight saving changes in Western and Eastern Australia. Influenced product development teams to implement permanent product modifications to support changes to daylight saving.

Managed technical support operations for Microsoft customers and partners in Australia via a team of around 50 Microsoft permanent employees and 120 outsourced technical support specialists.• Customer satisfaction (top box) with support services improved an average of 50% to 60% across all market segments over a 3 year period.• Developed recruitment processes which focused on customer as well as technical skills, resulting in a 10% improvement in overall staff satisfaction.• Restructured service offerings delivery based on customer needs as opposed to product set.• Redefined outsource vendor management methodology to provide incentives based on customer satisfaction levels as opposed to operational metrics.• Conducted a cost reduction program which allowed the business to absorb a doubling of call volumes over a 5 year period with only a 50% increase in costs.

Managed consulting and support services to large commercial and government organizations as well as Microsoft Solution Providers.• Grew service headcount to 60 staff spread across all state capitals and a turnover of around $A15M.• Completed several ‘lighthouse’ implementations: replacing mainframe-based business-critical systems with solutions based on Microsoft technologies.• Established field-based support delivery managers for high-value customers, moving staff from the support centre to sales offices.

Technical consultant, specializing in networking, messaging and desktop management.Achievements• Developed an architectural blueprint for implementation of Microsoft Mail in large organizations. Successfully applied this blueprint at a number of Australian organizations. The blueprint was adopted by the Microsoft consulting business worldwide.• Developed project management guidelines for the Microsoft Development Discipline (MDD), part of Microsoft Solutions Framework (MSF), Microsoft’s framework for client-server software development.• Developed a Client Contact System for a management consultancy.

Managed a team of software engineers responsible for the development of business tools for worldwide distribution.• Managed ongoing development of ‘fourth generation’ language and database query tools for mini-computer systems (VAX/VMS, Unix).• Performed research on behalf of the division into application development technologies, including on line transaction processing and client-server applications.• Designed a fast interpreter for a fourth generation language.