Joe D. Email & Phone Number

Adelaide, South Australia, Australia

- Provide specialist advice through vulnerability assessments- Interfacing with customers on all matters relating to information security and Cyberworthiness and providing briefings- Security design advice on new system implementations- Working within the Australian Defence Security Policy Framework and associated standards such as Australian Cyber Security Centre Information Security Manual- Log analysis through SEIM and identification of anomalies- Conduct cyber security safety awareness briefings to customers- Governance, Risk and Compliance audits- Assist and support cyber operations and incident response- System hardening on workstations and other networked ICT equipment- Provide certification and accreditation of defence networks

Mawson Lakes

Develop and coordinate Help Desk services to provide University staff and students with a single point of contact for information technology and telephony support consistent with the ITIL Service Management model.Coordinate incident management for significant parts of the IT environment (with particular reference to IT support). Supervise the Help Desk team including allocation of day to day operational tasks, authorisation of leave and time sheets, rostering and meet with and contribute to performance development and management plans for each staff member. Develop, support and maintain designated services by providing a senior technical reference point within the Help Desk. Document designated technologies, services or applications relevant to the operations of the Help Desk. Coordinate the effort to enhance and maintain the IT support knowledge base and AskIT web pages to enable effective self-service capabilities for users. Develop unit-wide procedures and guidelines required for the effective operation of the Help Desk for approval by Management. Provide and coordinate in depth technical training for Help Desk staff to assist in their ongoing development and to increase the proportion of service requests resolved at first contact by the Help Desk.Ensure that escalation of service requests and incidents to 2nd and 3rd level support are qualified and contain sufficient relevant information to facilitate fast resolution and increased customer satisfaction. Coordinate Help Desk staff communication with customers regarding major incidents to maintain “broadcast” system status updates.Develop and generate management reports to assist in quality control and continuous improvement.Liaise with other information technologists within the University to provide information that will assist Help Desk in solving technical and complex issues. Participate in technical project meetings and proactively communicate this information to the Help Desk staff.

Adelaide, Australia

-Support 1300 staff -Manage and monitor operational levels by assessing SLA’s and Service Desk reports by examining key KPI’s-Monitor vendor SLA’s when escalation has occurred, regularly following up and getting updates and communicating to staff-Attend vendor technology briefs and seminars to help strengthen knowledge on emerging technologies and products-Conduct independent market research on emerging Service Desk technologies and solutions -Develop, motivate and mentor Service Desk team members providing feedback and tracking through the EPDR online performance management system. Recommend training both internally and externally that will benefit the individual-Recognise trends as part of problem management and implement fixes were possible to reduce the number of incidents logged to the Service Desk-Examination of all IS operational processes and create process maps and improvements were possible to help standardise throughout the region.-Contribute and manage IS projects when required.-Assist the head of IS with budget planning and future service needs of the business- Monitoring of all overhead items in the budget and report findings to the head of IS.-Identify areas of cost saving or service improvement initiatives-Identify and resolve daily issues of a complex scope that impact the team and overall business objectives-Ensure communication for any service outages are completed, with outage reports compiled to identify the root cause and recommended preventative action if applicable-Identify process/procedure gaps and ensure the IS knowledgebase is updated to further enhance customer and internal IS staff satisfaction levels-Improve communications and the profile of the IS department using any methods available. -Promote and advertise the use of the Service Desk to all Cobham employees-Establish relationships with the SBU’s ensuring we focus on a high customer satisfaction including both responsiveness and quality.

Adelaide, Australia

- Manage the IS Service Desk team, and provide support and service to internal users.- Analysis of Service Desk performance against Service Level Agreements (SLA’s)-Implementation of a global Service Desk.- Manage the problem referral and escalation processes within a continuous Improvement framework.- Act as a technical escalation for local and overseas staff.- Develop end user and administrative documentation for all systems.- Lead IS Operational projects in conjunction with group IS technology specialists in all technology areas.- Liaise with IS specialists, vendors and partners to ensure high level technical support and consistent service delivery to our customers.- Engage internal customers and establish a service focused rapport, contributing to the reputation of the IS group and promoting service to our customers- Represent Service Desk at monthly customer meetings and manage customer expectations in line with resource allocation.-Contribute to the IS induction and awareness presentations provided to new and existing employees across the region.-Participate in the development of security infrastructure, and policies, and assist with the development of the Detmold Standard Operating Environment (SOE).

Adelaide, Australia

-Support user base of 320 Detmold internal employees (Including remote users in WA, NSW, VIC, QLD, NZ).-Support 34 servers.-Microsoft CRM Administrator.-Provide afterhours support for business critical issues as per the on call roster.-Active Directory / Exchange 2003 Administration.-Service Client requests Via Helpdesk.-Asset Management.-Internet and email administration and support.-Administration and maintenance of Trackit (Helpdesk Software).-Assist with pro-active management of common problem areas and strategies to fix.-Image creation / deployment (Development of standard operating environment).-Preparation of User Manuals and SOP’s as appropriate.-Manage outstanding work orders with Technicians.-Contribute to the improvement of IT services provided to clients through regular reporting and analysis of Service Desk work orders.-Manage Infrastructure: Office moves, phones, data points, printers, PC, servers, switches, cabling etc.-Manage PC rebuilds / Replenishment.-Procurement of IT related equipment.

Adelaide, Australia

-Installation of client PC’s (Windows NT4)-Installation and configuration of barcode scanners\scales, printers, touch screens, keyboards, mice, cash drawer, pin pads (EFT), UPS (Uninterruptible Power Supply)-Disassembly of old systems-Configuration of device drivers-Software patching-Test and Verify the P.O.S Application works with hardware