Drive and embed increased productivity through the embedment and continuous learning of process and technology.Identify new opportunities to drive and improve productivity through process or technology enablement i.e. iPhone app on how to use iPhones overseas, iPad app on how to use smart boards, using smart devices to takes electronic meeting notes and actions, how to use smart board for meeting collaboration, LL genius bar...etc.Capture, monitor and drive productivity metrics to drive productivity opportunities (create scorecards and customer surveys).Incorporate productivity embedment elements into existing Lend Lease standards, methodologies and frameworks (i.e. ICT PMF, BPM Framework).Promote the use of effective business process management practices that unifies people, technology and information through end-to-end business process digitisation.Produce ‘use case’ training and continuous learning material to be used to drive new productivity opportunities.Execute training and continuous learning to drive new productivity opportunities.

 Collaborate with the Service Desk (Support Level 1), Infrastructure Management (IM), and Applications Management in the provision of TAM Services and the diagnosis and remediation of End User Computing. Achieve SLO targets and recommend/implement appropriate improvements to ensure TAM Service levels are met or exceeded. (Operational Excellence and Continuous Improvement themes) Supervise, direct and develop a team of highly skilled, ICT staff for provision of TAM Services. Manage the HR administration of the team as agreed with the EUC Manager and HR Management. Ensure compliance with company policies and standards. Supervise and undertake resolution of issues related to setup, maintenance, and support of local hardware (PC's, notebooks, printers, scanners, iDevices, etc.), network interfaces, and local software relevant to end user requirements. Ensure timely and appropriate communication of information required to make effective use of our End User Computing technology solutions. Provide documentation for the appropriate use of End User Computing. Assist with the company's disaster recovery efforts including the development of processes and procedures, their testing and the actual recovery of application systems and data in the event of a disaster. Understand the ICT Project Management policies, practices and procedures. Adhere to the approved financial and procurement processes when dealing with vendors Provide monthly reporting to, and as agreed with, the regional TAM Manager.

The primary responsibilities for the Technical Account Manager (TAM) are to manage and own all ICT service related activities; act as the liaison between ICT and the Business Units regarding delivery of ICT services and solutions; foster and create positive business relationships with internal and external customers. Facilitates appropriate communications for ICT to ensure accurate, timely and effective implementation of business systems/solutions.Ensure all phases of ICT Infrastructure and support are properly aligned and coordinated with business units and ICT Policies. Understand all Regional Business Processes.Under minimal supervision, this individual needs to assist as appropriate with the planning and execution of Business Solutions; perform analytical, technical and administrative work in the planning, design, installation, and support of new PCs (desktops and laptops), peripherals, and end-user software; implementation of network-related hardware/software for Project Site Commissions / Decommissions or other ICT projects under the direction of Project Managers.All ICT Standards will be understood and communicated to the Business Units as required; as well the ICT Policies and Procedures shall be implemented and adhered to.

• Query databases using SQL in SSMS 2008 based on client specific requests.• Create and design ad hoc reports using SSRS 2008. • Using Symantec Backup Exec monitor backup jobs, restored data from backup tapes, troubleshoot failed backups, test tape drive health using HP Storageworks Tape Tools.• Using Exchange Server 2003 and 2007, create new user mailbox, create/manage email aliases, track messages, manage send as permissions, manage full access permissions and manage distribution lists and groups. • Create new user profiles using Active Directory, manage groups and permissions. • Receive and respond to calls/emails from Clients relating to maintaining their I.T. infrastructure providing remote network support.• Provide remote desktop support. • Miscellaneous software support. • Excellent communication skills with the ability to understand technical information and to communicate this to client organizations in a non-technical manner. • Respond to jobs within service level agreement targets.

“Australian Hearing is one of the largest hearing providers in the world with a reputation for innovation and world leading practices. An Australian Government agency, Australian Hearing is dedicated to helping people manage their hearing impairment so they have a better quality of life.”Working as a member of the Service Desk team, I provided support for Australian Hearing's Applications and IT Infrastructure to users throughout Australian Hearing business units. Diagnose and resolve problems that users encounter within agreed service levels.Responsibilities & Criteria: Identify, prioritize, notify and monitor problems that occur within the core systems. Excellent communication skills with the ability to liaise and establish good working relationships with staff at all levels.To respond to and resolve cases within the nominated service level agreement targets.Provide support to users throughout Australian Hearing covering the following areasApplication and software support. Microsoft environment.Electronic mail systems. (Exchange)PC and server-based clinical software systems. PC's, printers and peripheral hardware devices. Telecommunications.Building and deploying desktop and portable PCs.Identify trends in incidents and problems with applications and systems.Manage a varied workload whilst providing support to other staff. Liaise with HP regarding server faults and issues. Support Video Conference units for nationwide meetings and training. Provide after hours support. Managing user accounts using Active Directory.

Gained extensive knowledge in procedure documentation.Developed a GUI that used Microsoft Access for entering data into a database. Gained extensive knowledge in working with Access. Was responsible for backing up sensitive auditing data from various machines throughout the plant. Carried out software testing for proposed applications being developed off site. Gainedextensive knowledge and experience in software testing documentation.