John Grilli Email & Phone Number

Staff Management - Carry out 1:1s on a regular basis to ensure KPI'd and Performance goals are met.- Carry out team monthly meetings- Assist with team members careers developments/training opportunities- Performance/Remuneration reviews - Roster Management Communications - Ensure the team is aware of any changes to process/support new applications/services upcomingTelephony - Review regular reporting to ensure that telephony answering KPI is being met and that distribution of staff across the roster is correctly managed to meet telephony demandIncident Management - ServiceNowTeam interactions -Regular meeting with Heads of IT, VIPs, GM's, Directors and other supporting group leaders to identify what’s working well and what could be improved -Managing escalations/expectations of VIP's - Tickets meet SLA's- Team members are managing / actioning their ticket queues in a timely manner- Review/Action aged tickets - Provide guidance and assist with tickets escalationTicket Quality - Carry out audit of tickets raised by Service Desk Analyst. Feedback on ticket quality provided to staffCustomer Satisfaction - Review customer satisfaction survey scores - identify and develop actions to address any low scores Knowledge - Ensure key processes & procedures are sufficiently documented with the ServiceNow knowledge base- Ensure team is utilising documentation for key processes and procedures e.g. user creation - Ensure new staff have been inducted as per induction checklist - Organise team training to enable them to be able to support new services or improve support of existing services

Macquarie Park

The IT Service Desk delivers a face to face, phone and online IT support and customer service for Staff and Students. I lead a team of 21 highly skilled IT professionals, who are responsible for engaging our customers and providing end to end support and solutions.• Managed and mentored University IT Service Desk / Switchboard teams• Delivery of user support, including trouble-shooting, problem-solving and training.• Identified and developed process improvement opportunities across the team• Coach/Mentor teams on all new technologies• Owner of Priority One communications of major service disruptions and the day to day team/management escalations• Created/Delivered team/management performance/business statistical reporting• Documented online ‘self-help’ materials for both IT Service Desk and clients• Continuous review of customer service standards across both teams• Project participation from concept to operations.eg ServiceNow (ITSM) and Office365• Managed staff resourcing levels ensuring continuous BAU (Rostering/Recruitment)• Implemented Service Desk ITSM tool from Remedy to Quantum to ServiceNow• Implemented new phone (Avaya) IVR, reporting and wallboard performance displays• Implemented After Hours Support services• Implemented new ITSM call logging tool (Quantum) and became SME supporting over 40,000 Staff/Students/Vendors• Implemented new University network monitoring tool (SPECTRUM) • Created/Implemented cross training matrix between Faculty / Divisional IT teams. • Promoted dialogue with divisional units identifying business process improvements• Amalgamated Student and Staff IT Helpdesk’s

Surry Hills / St Leonards - Nsw

Salmat is a full-service marketing and communications company with a single aim – to get their clients closer to their customers. I managed a team of 10 staff to manage its staff IT services ensuring customer engagement and business continuity.. Coaching and Mentoring team on new technologies and new processes• On-going management of 24x7 staff roster• Responsible for regular team performance reviews• Provide daily/weekly/monthly performance statistics• Manage Service Delivery teams productivity and operational metrics• Prepare and deliver monthly reporting to management on time • Document all support processes whilst providing hands on training• Approval and notifications of all system outages• Liaising and providing support to business units and clients interacting with, or intending to interact with Salmat and its Service Delivery team• Manage all customer escalations and queries • Responsible for training the team with new technology and any new procedures• Complying with relevant legislation, regulations and policies• Implemented new web enabled call logging system (HEAT)• Implemented new cross training scheme.

Mascot

Alcatel-Lucent is the leading IP networking, ultra-broadband access, and cloud technology specialist. They need to be built to achieve the potential of every customer with flexibility, speed, and trust. Mission is to invent and deliver trusted networks to help customers unleash their value. My mission was to manage a team of 18 professional staff members to ensure the above was executed seamlessly.• Created and maintained 24x7 staff roster (successfully Introducing 12 hour rostered shifts)• Responsible for regular team performance reviews• Provide daily/weekly/monthly performance statistics• Introduced and maintained Rewards and Recognition scheme