Jon Dilnot Email & Phone Number

I am responsible for Unicom / Macro 4's fleet of IBM Power servers (encompassing Power 7, Power 8, Power 9, Power 10), running a mixture of IBM i, AIX, and Linux, utilising PowerVM. I design, implement, and ensure the availability of solutions for our global teams of developers, application support analysts, and sales staff. I manage the storage utilised by our Power infrastructure, ranging from internal disk unit virtualisation to fibre-attached enterprise storage arrays, and I design and maintain our Power disaster recovery process.

Sydney, Australia

I was responsible for the availability and maintenance of the iSeries and SQL server infrastructure at Sanity Music, an entertainment retailer with over 120 stores across Australia. I ensured that backups, restores and batch schedules complete without error, I monitored for and resolved hardware, software, and network issues, and I kept operating system, server firmware, and patching levels current. I provided technical support to end users and other technology teams, and automated numerous procedures, reducing human intervention to a minimum. I was also active in the Web development team, maintaining several customer facing and internal websites and applications. In addition to my technical roles, I am responsible for authoring, reviewing and maintaining documented procedures, and for delivering the continuous improvement program for the IT department.

Sydney, Australia

I created better experiences for IBM’s customers in the financial and retail sectors by increasing efficiency, productivity and quality in processes followed by customer facing support teams operating in highly regulated environments. I utilised elements of the LEAN, Six Sigma and ITIL methodologies to identify opportunities for improvement, and to bring together and facilitate the correct knowledge and resources necessary to investigate the opportunity, identify the root cause of the issue, and implement improvement actions. I coordinated and tracked deliverable tasks on these projects, and developed quality metrics based on incident ticket data, time and motion studies and customer satisfaction surveys in order to measure the effectiveness of the improvement actions. This role required me to establish and maintain productive relationships with resources both within and external to IBM.

Sydney, Australia

I worked in a team supporting both the technical and business related functions of First Data's Australia-wide network of ATM’s. This was a 24x7 customer facing role where I resolved complex hardware, software and network based incidents in an environment subjected to aggressive service level agreements. Resolving these issues required tight integration with resources from various vendors and internal teams, and a continued focus on ensuring the shortest possible downtime for the device.

Sydney, Australia

In my first role with IBM, I was responsible for coordinating routine projects involving software and hardware installs, ranging from single desktop machines to organisation-wide rollouts. This was a customer facing role, requiring an ability to quickly assess an issue and take appropriate action in order to get the end user back online as quickly as possible. Despite the short time I spent in this role, I established several quality monitoring initiatives and successfully trained and inducted offshore team members.

Sydney, Australia

This was a short term contract providing first level support for Symantec’s high-volume first level helpdesk, responding to basic issues with customers anti-virus software.

Maidstone, Uk

I started at CSC (now DXC Technology) as an Operations Analyst, responsible for the availability of several large customers’ iSeries infrastructures. This was a high pressure role on a large team in a constantly changing, 24x7 environment with tight service level agreements. I monitored and intervened on systems to ensure that backups, restores and batch schedules completed without error, and that hardware, software, and networking issues were resolved promptly. I was responsible for authoring, reviewing and maintaining procedural documentation.I progressed from Operations into to the Production Engineering team as an iSeries Systems Administrator, providing support to the Operations and Application Support teams, and keeping the operating system, server firmware, and PTF levels current across several hundred servers and logical partitions. I designed, managed and regularly tested the disaster recovery process for several customers, and participated in numerous installs, upgrades, migrations and decommissioning projects.

Faversham, Uk

I provided support to internal and external users of BOC’s (now known as Gist) iSeries infrastructure, which managed the depot and supply chain operations of the food distribution division. This was a 24x7 customer facing role, responding to user issues and queries whilst monitoring the infrastructure for availability. If availability was lost, it was my responsibility to lead the restoration, bringing together the appropriate resources and keeping key stakeholders and customers up to date.

Bachelor'S Degree, Modern History, Current Study

Diploma In Computer Science