In this role, I ensure that the delivery of collaboration services meets the needs and expectations of AGL’s stakeholders and provides a positive employee experience. I oversee the operation and management of collaboration platforms and tools, such as Microsoft 365, Teams, Exchange, Outlook, SharePoint Online, OneDrive for Business, and VIVA, as well as Microsoft Teams Rooms and video conferencing. I work closely with partners, stakeholders, and vendors to understand collaboration requirements and identify opportunities for process improvements.

Being apart of the Technology Support Services squad, this role is responsible for ensuring IT services are available, operational and consistently delivered to the agreed standards. I was part of a small supportive team who proactively work with our supporting strategic partners, IT colleagues and the wider business to ensure that all IT support requests are handled in an efficient and cost effective manner while meeting the agreed service levels.• Manage and foster the relationship between 7-Eleven and external service partners. • Review IT service performance, metrics and operational issues for assigned areas and ensure that all services are delivered as per commercial agreements. • Lead service improvement initiatives. • Major Incident Manager for high impact and critical incidents ensuring service interruptions are managed in accordance with agreed protocols. • Change manager (TECC/CAB) for technology related changes.• Problem management• Transition management• Vendor management• Provide 24 x 7 escalation and on-call support. • Providing reporting to meet management requirements.

This role is responsible for the management and maintenance of shared technology services across the organisation. Focused on IT operations, I am involved in engaging and partnering with key stakeholders as a SME to understand evolving requirements and develop technology solutions to enable a highly efficient workforce. I lead an IT team across four locations (Melbourne, Sydney, Brisbane and Manila) that provide an environment to create a highly engaged team for IT support.Key Responsibilities● Developing and implementing IT policy and standards for the organisation to comply with ISO 27001.● Identifying and acting on opportunities to improve and update software and systems.● Designing training programs and workshops for staff relating to IT systems and services.● Analytics and Reporting: develop, monitor and report on metrics that measure the team’s performance and the effectiveness of Technology.● Running and sharing regular operation meetings with the senior leadership team.● Main point of contact for IT audits with internal and external auditors.● SME and guidance to support all business functions.● Recruitment, performance manage, mentor and termination of employees.Achievements● Company separation and integration of core business applications, systems and assets.● Lead the IT team to prepare the technology required for the company to work from home due to Covid-19.● Provided a remote internal IT service for the company.● Design and implement MS Intune Autopilot to manage MS Windows assets.● Completed SharePoint tenant to tenant migration project.● Lead and support team to complete projects such as MS Endpoint (Intune) for MS Windows migration from old business domain to new domain for 200+ staff. This was done remotely due to Covid-19.● Completed telephony migration from on prem SIP to Amazon Connect for the call center-based Melbourne, Sydney and Manila. Reducing cost for the company and allowing our contact center to work remotely.

A key role within the internal IT team. I was responsible for managing the IT Support team’s BAU and project related work. I was the escalation contact to resolving incidents, resource allocation, IT training and troubleshooting. My responsibilities were to mentor and develop the IT team members to provide a high performing team.Key Responsibilities● Lead IT team in four offices (Melbourne, Sydney, Brisbane, and Manila)● Point of contact for IT escalations● Facilitate meetings and training session in a team and one on one● Recruitment and termination of employee● SME for projectsAchievements● Completed technology relocation for three office moves (Melbourne, Sydney, and Brisbane)● Tech lead for transition of legacy telephony call center system to Amazon Connect. I worked with the project team and was involved in designing and implementing the solution to Australian and Manila offices.● Tech lead for AAD and MS365 Exchange migration project from old company name (on-prem) to a new name in MS365. And migration of other brands exchange from on-prem to MS365.● Designed and configured Windows MDT/Deployment workbench to lead the team to reimage all company’s Windows computers.● Knowledge base library● Performance management

Main point of contact for internal IT related issues across the business. Applications and systems that I support and use are:Active directory / Azure ADWindows MDT/Deployment workbenchOffice 365 administratorPowershellComputer administrator for Windows OS and Mac OSXWindows server deployments (Windows server 2016/R2)Cisco Meraki dashboardCisco Meraki MDMAirwatch MDMSCCM 2012 (Application deployment)Heat/Ivanti (Desktop and server patching)Server/desktop virtualisaton using Vsphere / VMWareCisco Meraki network management, Meraki MDMVC/AV administration (Webex Teams, MS Teams, Skype for Business, Slack)ITIL framework- documentation of process and procedures (Confluence, Sharepoint, Service NOW, Jira Servide Desk)

 Installation of Windows OS (Windows XP/7/8/10 Server 2012/2016 R2) Desktop support for all internal staffs Active Directory Exchange Management Console 2010 Create and deploy system images and software using SCCM 2012 Customer service Maintenance of PABX phone systems Microsoft Lync Server 2013 Powershell VMWare vSphere / View Client Remote desktop support Group Policy Management Sophos Enterprise Console Creating shared File Servers, Print Servers Management of proxy server

• Team Management• Facilitate training and supervising staff in all operations• Facilitate and conduct meetings• Create monthly Quality Assessment Reports• Technical support and trouble shooting• Using Unix and Linux platform• Recruitment• Customer service