Josh Franks Email & Phone Number

Brisbane City, Qld, Au

Brisbane, Queensland, Australia

Brisbane, Australia

Brisbane, Australia

As Australia’s leading private provider of Vocational Education and Training, Careers Australia Group Limited supported up to 15,000 online and campus based international and domestic students. With up to 1200 staff based in more than 15 regional locations across Australia and multiple offices in the Philippines. As the IT Services Manager within a fast-paced/agile organisation, it was my duty to develop IT strategies aligned to corporate objectives. I ensured continual service improvement based on quality management and by improving the effectiveness and efficiency of IT processes and services.• Reporting directly to the CIO.• Concurrent management of four discreet support teams encompassing infrastructure, application support / development, telecommunications and service desk with 30+ direct reports.• Service Strategy development in response to trend analysis in line with business goals.• Service design, change and improvement.• Organisational change to include coordination of service transition.• Management, implementation and configuration of the ITSM system.• Asset lifecycle management.

Gold Coast, Queensland

This role was specifically created to offer onsite ICT support and business relationship management of the 5 remote Gold Coast sites. I was also tasked with managing the relevant vendor relationships.• Autonomous management of 5 campus locations and approximately 60 staff.• Active Directory maintenance, user, group and organization unit management.• VOIP telephony system management.• Print Server management.• IT and telecommunications asset management.

Gold Coast, Queensland

Ardent Leisure owned and operated over 100 leisure assets including theme parks, tourist attractions, marinas, bowling centres, laser skirmish centres and health clubs across Australia, New Zealand and the United States. Employing over 6,000 staff across all divisions.This role became multifaceted over time as I picked up various processes that were being neglected.• Internal ICT escalation support.• Coaching and training of internal ICT staff.• SOE design and deployment.• Asset lifecycle management.• ITSM improvements and configuration.• Problem and change request management and escalation.• Special Projects.• Vendor relationship management.

Gizmo was a national mobile IT services business offering onsite support to residential, small, medium and large business customers. With prestigious contracts with some of Australia’s largest names such as Harvey Norman, Telstra and JB Hi-Fi.Gizmo’s Mobile Computer Technicians work autonomously and remotely to solve a range of ICT issues.• Primarily onsite and occasionally back to base technical assistance and support covering all aspects of computer and network equipment for home and business customers.• Onsite network and system maintenance for JB Hi-Fi and Clive Anthony’s.• Product and system training for home and business customers.• Providing solutions for numerous IT faults or needs.

Varsity Lakes, Queensland

AAPT is one of Australia's leading telecommunications infrastructure companies with an extensive national network. AAPT was Australia’s third largest residential ISP.As a Senior Technical Consultant, it was my directive to ensure the efficiency of over 200 technical support staff based in Varsity Lakes and Bendigo. With a focus on improving technical knowledge via documentation and training, continual process improvement to ensure adherence to strict KPIs and SLAs.• Coaching and training of technical support (SmartNet) staff.• Developing training manuals and technical documentation.• Interviewing prospective technical support staff.• Conducting process and technical training of all new technical support staff.• Designing and developing internal web-based CRM and data analysis systems utilizing PHP, SQL, HTML, Javascript and Perl.

Gold Coast, Queensland

Key Responsibilities:• Project Management.• Onsite technical support and upgrades for small to medium businesses and residential customers.• Ordering stock.• Customer service.• Conducting seminars and product training.