Scott M. Email & Phone Number

North Geelong, Vic, Au

Melbourne, Victoria, Australia

As Manager IT Operations I look after, storage, compute, network, backup, service continuity and virtual and physical infrastructure across CitiPower, Powecor and United Energy.

Melbourne, Victoria, Australia

Managing Service Design, Service Transition, IT Change Management and Configuration Managment

Melbourne, Australia

Melbourne, Australia

Short term consulting project delivering and improving Security reporting and board papers for one of Australia’s largest banks.

Melbourne, Australia

Implementing Continuous Service Improvement as an Agile Service Manager

Melbourne, Australia

Rolling out 8 Million happy FTTx connections for Aussies

Burwood East

- Focusing on implementing a set of ITIL operations processes and associated Service Now functionalities with the goal of providing ESTA with a process maturity step change.- Delivering a vendor supplied offshore after hours service desk for request and incident management.- Responsible for Incident and Problem Management, with a focus to sustainable performance through transition to new process and method in 2015/2016.- Applying knowledge to establish CAB with our Change Manager.

Melbourne, Australia

- Responsible for Service Desk Team performance, Request Management, Service Catalogue, Change Management,Asset Management, Configuration Management including process and functional system elements.- Key member of ITSM purchasing selection committee deciding tool selection and vendor deliverables- Determined and documented requirements for and completed business cases for: 1. ITSM Tool and ITIL Process implementation 2. Collaboration and workflow tool business case- Created roles ITSM for IT department restructure and project roles including; Job descriptions tied to skills, values and alignment to corporate behaviours

Consulting With Consultel @ Emergency Services Telecommunications Authority

Scoping, Analysis and Delivery over 12 months of - Configuration Management Policy and Procedure for call taking and dispatch system.- Delivered key ITIL aligned processes for configuration verification and audit, configuration control and configuration status accounting. - Identification and recording of +3500 configuration items by audit.- Configuration Management Training of 40+ IT support staff.- Gathering and documentation of configuration management tool requirements.- Delivery of configuration naming and nomenclature standard and future recommendations.- Introduction and ongoing management of change control to benefit Project Outcomes for ESTA.- Management of IT functions for Transition of Support Office to a new support office location

367 Collins St Melbourne

Responsible for - Reporting and Program Management $21M program of Work ($16.5M Domestic and $5.5)- Project Quality Monitoring (including Tollgate implementation and improvement).- Generating and Project Managing Continuous Improvement activities.- Implementation and management of ITSM, Project and change enabling toolsets.- ISO compliance auditing and reporting.- Maintaining the Program Schedule throughout the complete project lifecycle. This includes incorporating stream schedules and developing support components of the schedule. - Project and Program Financial Reporting and billing for a $22M International project portfolio.

- Responsible for maintaining the Program Schedule throughout the Project lifecycle. This included incorporating stream schedules and developing support components of the schedule. - Project and Program Financial Reporting and billing for a $22M International project portfolio.- Completed Service Catalogue Analysis and initiated and implemented Service improvement Plan to increase knowledge and efficiency and effectiveness by 30%. - In each of my projects I coordinated for I maintained required financial records, creating customer facing reports and internal detailed reports for management.- Delivered Earned Value reporting for projects<$10K to >$1M.

- Development of New internal and external Reports with customer SLA's, billing and system knowledge- Managing and resolving Billing Disputes and Inquiries >$500,000. - Actively managing and delivering Optus billing information to customer - Present Optus billing systems and outcomes, - Developed knowledge of systems for billing items use and customer delivery of billing - Development of New internal and external Reports with customer SLA's, billing and system knowledge- Knowledge of Contracts and Pricing and Products knowledge for Optus Business

My role as a service management officer on the Melbourne premium managed service desk included working for 13 months with Victorian Government and Toll as customers of the Premium Managed Service Desk.- Attended customer meetings as nominated service desk subject matter expert for Victorian Government- Managing customer escalations. - Ordering and Implementation of new services- Completed Service desk duties and answered calls and processed moves adds and changes logged faults faults, mobile, mobile hardware, SIM variations and activations, landline install, churns (mobile and landline),- subcontractors engagement (Telstra, NEC etc). My role has included being part of the team involved in successful "on-shoring" of the Toll premium managed account to the Melbourne desk from Kuala Lumpur.

During this period I contributed with a team in re-inventing this store from a small country business to a vibrant and profitable operation able to support three partners. Initially purchasing the business for a small amount we repositioned and relocated, developed our existing newsagency business into a thriving store and delivery service. During this time I successfully negotiated a new franchise agreement with Tattersalls for the store which has since grown to become more than 30% of our total business.

Bachelor Degree, Commerce; Marketing And Indonesian Language, Ecommerce

Itil Release Control And Validation, Itil Release Control And Validation

Lean Six Sigma Green Belt, Completed A Green Belt Project

Over a 12 Month period I completed Project Piston: a DMAIC LSS Green Belt project, delivering tangible($5m) and intangible business.

Bachelor Of Commerce, Marketing

in Indonesian language, including intensive third year in-country in Padang, Sumatra. On return from in country I completed fourth year.

Associate Diploma, Business; International Trade

Associate Diploma Of Business; Associate Diploma Of Business, International Trade; Marketing

Itil Service Operations And Analysis, Information Technology