Jake K. Email & Phone Number

Australia

Blackburn, Victoria, Australia

As the General Manager, my primary responsibility is to provide strategic leadership and direction for the department. I set strategic goals and objectives that align with the overall goals of the organization and ensure that each department operates efficiently and effectively. I manage the budget, allocating resources to align with organizational priorities and ensuring that spending is within budget.One of my key duties is to ensure that our systems and processes run smoothly, and that downtime is minimized for both us and our customers. To achieve this, I work closely with my team of professionals to identify and address any issues that arise.As a leader, I am responsible for managing staff and ensuring that they are performing to the best of their abilities. I provide guidance, support, and training as needed, and I am always looking for ways to help my team develop their skills and advance their careers.Ultimately, my goal as a General Manager is to ensure that each department is delivering the best possible value to the organization, by providing reliable, secure, and innovative services that support the organization's goals and objectives. I make sure that everything is intertwined and integrated.Current accountabilities & department reporting lines:- Sales Team- Managed Services Team- Professional Services Team- Finance Team- Customer Service Team- Human Resources- Security Operations- Marketing Team

Victoria, Australia

Head of Services at DJC SystemsJoined DJC in October 2019, Brought in to assist and oversee all aspects of Services (Operations & Professional Services) through a large spike of growth as the company takes a new leap with their recent Australia wide success as an MSP. Appointed as an Executive stakeholder to ensure all departments operate & succeed within business needs.Accountable for:+ Customer Service Success+ Managed Services (SLA Management, Service Desk, Engineering & RMM)+ Professional Services (Budget, Project Deliverables, End to End Customer Satisfaction)+ Operations (Top Down Operational Functions, Process, Procedure, ISO)+ Organisational Change (Growth Expert, Automation & Efficiency)+ Account Management (Top Down Approach)+ CSI ( Across all lines of reporting)+ Strategy & VisionAdditional:+ Key Stakeholder & Decision maker in Executive arm+ Managing team over 30 seats+ End user base over 3000 seats under management+ Managing Large primary health companies both Publicly listed in ASX & Private owned with revenue streams over 100m.

Cheltenham Victoria

General Manager of the Neptune Service Management Centre, Neptune Managed Services is currently expanding under the umbrella of The Bentley Group a newly formed entity in 2017 providing BAU support, MSP services & custom tailored support for multiple accounts.The Service Management Centre is a key sector in Neptune Managed Services providing response, Level 1 – 3 Support & Operational Support for over 136 customersKey Responsibilities:General Manager & owner of the service management centre involving four key departments+ Global Response Centre (Remote monitoring, Patching, Alert response, Environment forecasting & MSP Services)+ Global Operations Centre (BAU Support, Incident, Service Request management & operational ticket functions)+ Global (First point of Call, National Service Desk, Administration / Call Centre Services)+ National Field Services (Onsite Support, Engineer Response & Field Services)Responsible for Day to Day operations & Service management for all BAU, MSP, Break/Fix customers providing Response, Solutions & Strategic Improvements – Highlighting the below functions:- Aligning current business structure with ITIL framework- Improving SLA, Change & Process Improvement- Current Team of 120+ Employees- Provide strategic analysis on service improvement- Performed Business Development activities & provisioning of new services- Senior Leadership Stakeholder / Change Advisory Board Stakeholder- Accountable for IT infrastructure- Accountable for Service delivery & Customer satisfaction for 136+ Customers- Owner of Service response, Incident Management & Problem management- Prepare and provide various reports to senior management- Transition of small to large companies into service model with valuable experience in customer on boarding & service start-up

30/328 Reserve Road Cheltenham 3192

Operations Manager in IT for MSP, Pre-paid accountsNeptune Managed service is currently expanding under the umbrella of The Bentley Group a newly formed entity in 2017.Key Responsibilities:- Responsible for Day to Day operations & Service management for all BAU, MSP, Break/Fix customers- Strategic Improvement for Operations- Aligning current business with ITIL framework- Improving SLA, Change & Process Improvement- Manage & Team lead of 40+ Staff members- Provide strategic analysis on service improvement - Performed Business Development activities & provisioning of new services- Member of Senior Leadership Team including key decision- Accountable for IT infrastructure- Accountable for Service delivery & Customer satisfaction- Owner of Service response, Incident Management & Problem management- Prepare and provide various reports to senior management- Transition of small to large companies into service model

Australia

Transition Manager responsible for the following items:- On boarding of all new accounts into service production- On boarding & Delivery of MSP clients & Contract Management- Oversee transition for Alert monitoring configuration & delivery- Service delivery

Systems engineer providing L1 -L3 support ranging from Remote Desktop Support, User Troubleshooting, Server management, Client Relations, Remote Management and assistance, Technical troubleshootingIn Depth troubleshooting with- Server 2008 to Server 2016- Vmware mid range expert- WAN, LAN troubleshooting- Junior experience with Cisco Prime, IPsec, Cyberoam Firewall, Watchgaurd Firewall & multiple networking devices- High Level Systems & WinTel- Core setups including Office 365, ESXI provisioning & Storage configuration- End User Customer Service Expert

• Manging a small team of notebook / service technicians• Scheduling daily tasks in order to meet outstanding SLA’s• Higher problem solving, managing escalations• Customer Service

Trident Computer ServicesScheduling assistant for notebook techniciansProviding technicial assistance for level 1 UsersSoftware / desktop / notebook upgrading / Repairs

• Assitance in sales and understanding of products• Meeting SLA’s for customer expectations• General Sales assistance• Preparing Quotations

Masters Of Business Administration

Bachelor Of Information Technology, Multimedia

Bachelor Of Information Technology, Multimedia Technologies

Vce Certificate