Jacob Walding Email & Phone Number

Brisbane, Queensland, Au

Brisbane, Au

Burnley, Victoria, Au

Strathpine , Qld, Au

In my capacity as Head of Technical Support, I provided leadership, strategy and vision to 23 FTE (four direct reports) Technical Support Team across four functional areas; Front Line Support, Asset and Licensing, End User Computing and Store Provisioning. Above and beyond my day to day tactical operational deliverables, I was proud to have also; • Built and delivered key strategic objective of $12M asset refresh over 24 months to bring the full $56M EUC fleet into a state of ‘evergreen’ lifecycle maintenance, reducing security and operational risk while increasing procurement and support efficiency with standardization of the fleet• Initiated, built and implemented ‘Future Retail’ strategic objective, implementing fit for purpose and future proof front line end user computing solutions to meet the needs of omni retail business• Operationalised Technical Services Team Restructure, managing the consolidation of multiple functional areas into stream-lined cross skilled teams, rapidly recruiting and onboard vacancies while maintaining operational KPIs including ~10K end user contacts per month, phone call abandonment rate target <10%, average time to answer <1 Minute 30 Seconds, average age of open tickets 2.5 days• Initiated and implemented a front-line support rebrand and relaunch, moving from “Experience Centre” to “Technical Support Centre” delivering the internal communications, upskilling and rebranding including a new self-service portal, intranet presence, digital and physical signage across the business

Strathpine , Qld, Au

Milton, Queensland, Au

As the Service Delivery Manager for the Asia Pacific region I was the principal contact and owner of all business facing services and front-line support within the region comprising of over 5000 users across 130+ sites. Responsible for the management and optimization of ICT support services to ensure our staff can work efficiently 24x7x365, in this role I also;• Implemented a global ‘follow the sun’ helpdesk, ensuring 24/7 support across all global regions, staffing levels, workflows, ticket assignment, escalation and reporting, all calls being answered within 25 seconds• Introduced an Intranet IT dashboard for the business and designed the live metrics on missed calls, average ticket age, average response time etc.• Introduced and configured Service Level Agreements (SLA) into the service desk platform, driving technicians to meet measured targets for incident/service requests• Identified requirement to upgrade ITSM platform leading migration project from conception to post implementation review of 350 IT staff from ServiceNow to Manage Engine Service Desk Plus. • In addition to stronger management, reporting and accuracy of data, the project led to a saving of $300K/ annum

Eight Mile Plains, Qld, Au

As the Service Desk Manager at Integria Healthcare I Managed the service desk team providing support for 350 users across 7 sites. I worked closely with the infrastructure and enterprise applications teams to manage the implementation of new systems and services while ensuring positive impact to end users, In this role I was proud to have achieved;• Design and implementation of Manage Engine Desktop Central for more efficient and accurate auditing, remote access and deployment of all servers and endpoints. as well as three instances of Manage Engine Service Desk Plus for change control, ticketing and ITIL compliance• Designed planned and project managed new printer fleet across Australia, including vendor resource and schedule management• Played a key role in planning and purchase of 140 device new mobile fleet including MDM enrollment and roll out to end users

Omaha, Nebraska, Us

As the Service Desk Team Lead I reported directly to the CIO. managing the technical team in the ANZ region, responsible for the design, implementation, maintenance and development of corporate IT systems; alongside managing IT Projects and vendor relationships, In this role some of my key achievements were;• Implemented Dell Kace K2000 for remote workstation deployment and imaging, including remote site appliances at all major sites, this allowed for 0 touch deployment of end points to users, resulting in a saving of $300K capex across the fleet.• Managed the retirement of Windows XP across ANZ, reporting on progress to global IT replacing 450 XP machines from the network in one year to meet the global target• Assisted in the design, installation and migration to new data centre hardware within the Brisbane data centre. Including the installation of VMWare VCenter virtual environment to provide redundancy and improve performance

Omaha, Nebraska, Us

Working for Office Technologies as a technician, managing relationships with customers, maintaining the customer equipment and systems.

Master Of Business Administration - Mba, Leadership

Gradcertit

Bachelor Of Information Technology