Lloyd Lawrence Email & Phone Number

Kingaroy, Queensland, Australia

Workshopping process maps with teams across the organisation for transition to TechnologyOne CiAnywhere.

Brisbane, Queensland, Australia

- Assisting staff at all levels of Management Consulting and beyond to find key knowledge to accelerate opportunities and engagements.- Sanitising content and key knowledge assets for sharing globally. - Oversee the maintenance of Australian content on global confluence instance- Liaise with staff in Australia and abroad for collecting, sharing and curating knowledge assets- Educate staff at all levels with Knowledge Management concepts and practices to build awareness and engagement in knowledge management tools and activities- Working with resolution team in Bangalore to resolve Jira and Confluence requests

Brisbane, Australia

At Education Queensland, I upgraded the KCS Framework from v5.3 to v6 to enable the business units outside IT to benefit from the Enterprise Service Management experience that Knowledge Centred Service gives. All 85,000 staff across Queensland in Corporate and Schools stand to benefit from this through continuously improved knowledge. With the establishment of a Knowledge Management framework, we now have clearly defined processes, roles, KPIs, governance and reporting. This forms a fundamental platform for all of the IT Branch to deliver new knowledge consistently and efficiently.We also embarked on a journey with ServiceNow to pilot a new chat support channel, virtual agent, and AI, ML and NLU capabilities to enable knowledge base articles to be stepped through in the chat, and automatic assignment of jobs to the correct teams, continual improvements with chatbot customer dialog and workflow, and better recognition of queries submitted across our wide demographic of corporate staff, teachers and other school staff.Through ongoing monitoring and proactive activities, I achieved a steady increase in Knowledge Management awareness and engagement across the department and ever-increasing visibility and quality of knowledge across a wide range of corporate and school related topics.I participated as a key stakeholder and process owner for Knowledge in our ServiceNow re-platforming project. Through this I re-designed our workflows and processes to further enhance our knowledge capability and customer engagement, including versioning and built-in approval workflows.

Brisbane, Australia

I developed the Knowledge Management Policy, Framework and Procedures for Airbus in Australia, in order to satisfy the Knowledge Management component of the ISO9001:2015 quality standard. Compliance to this standard is critical in order to maintain their working relationship with the Australian Defence Force.I focused on two key areas to reduce re-work and retain corporate memory.Firstly, I developed a procedure for using the global cross-divisional Lessons Learnt Application hosted in Airbus France. Staff are encouraged to record and share their lessons here after conducting their Lessons Learnt activity. This brings benefits such as access to lessons knowledge from any division, call out interested parties to make them aware of the lesson, and subscription to the page for daily notifications.Secondly, I worked with the Director of Human Resources to develop and publish a Knowledge Transfer procedure and capture templates for capturing Tacit Knowledge from staff before exiting. I like to call this "lotto proofing" our knowledge, valuable for roles where only one person has that knowledge, or for roles with complex knowledge. The benefit is that newcomers to the role have a detailed picture of what it takes to perform the role such as key contacts, meetings, projects past, present and future, file, folder and application access, required training and relevant standards or publications. This can save the company upwards of $20,000 per person at ramp-up by accelerating proficiency, reducing load on team peers and manager for support, and preventing costly re-work and mistakes.I identified other cases where huge cost savings can be made across the business simply by enabling knowledge capture, sharing and re-use. I also delivered workshops to connect people for drawing out the things we don't know that we know. Think of the situation where a staff member has knowledge that you need, but you aren't even aware they have this knowledge.

Eagle Farm, Queensland

My accountability of user experience was mostly demonstrated by way of managing our delivery of Knowledge Centred Support. I led the Service Desk team when it came to capturing, re-using and updating knowledge. This resulted in a 40% reduction of call handle times, higher user satisfaction and quicker proficiency times for new Service Desk Agents. This was possible by regular coaching of the agents, and monitoring of knowledge capture and re-use by the agents. The other outcomes achieved included an increase of knowledge re-use to 98%, and increased linking of knowledge articles to incidents to 96%, from 30%. I was also responsible for capturing the user experience and delivering their needs to the IT team for fulfilment. Most recently, I successfully applied user stories in a support context. These user stories captured the essence of what our users needed to succeed in their positions, and the level of success they had with respect to their IT working environment. The outcome was a resolution to most of their issues and an accurate baseline of user expectations for future reference.Continuous Improvement was another facet of our service delivery that I led. This was by working with IT teams to develop improved incident and service desk templates with dynamic fields and workflow to guide our users in the way they needed to submit their requests.I also succeeded in implementing automation of case handling by way of email with a support vendor. Our service desk tool sent requests to their service desk tool. Case updates and resolutions were fulfilled in our tool by way of automated emails received back from the vendor’s tool.I wrote the Knowledge Centred Support policies and procedures, reporting and monitoring framework which underpinned the success of our implementation. Through regular monitoring and coaching I achieved a behavioural change that delivered consistent capture and re-use of the IT support knowledge at Airbus Australia Pacific.

Pinkenba, Queensland

During this time I provided high-level support to service desk agents and liaised with IT teams, business departments and vendors for escalations and specialised support. I was also tasked with management of Priority cases such as Aircraft On Ground and site/service outages.Frequently, I was also required to perform Active Directory, Exchange and MS SQL Administration for new and existing users for domain and email accounts and database support.Additionally, I tackled those difficult and complex jobs such as finding solutions for non-standard databases impacting operations, and identifying opportunities to lift support levels where individuals and teams suffered lengthy delays or low quality support. I also adopted knowledge management practices for better managing our knowledge base.

Milton, Queensland

Member of a team of five responsible for the support fourteen sites in Queensland, handling cases, case closures, work orders and change management through the Lion Helpdesk system.Setup of new cheese and dairy finished goods warehouse at Morningside, including commissioning of telecommunications, data link, installation of rack and equipment, planning and installation of RF access points for picking and despatch of stock and deployment of Intermec CK3 RF guns for stock management (2013)Production and delivery of training material for beer sales staff in the use of newly deployed HP Revolve laptops (2013)Dell XT3 tablet rollout and support for Dairy and Drinks sales staff. (2013)Management and support of 10 DAP 9010 tablets for Milk Warehouse Automation (2011-2014)SOE deployment for Beer, Spirit and Wine staff at Castlemaine Perkins. (2011)Specification and project management of IT Infrastructure for $60M Crestmead Milk Plant expansion, including fibre ring backbone, RF infrastructure, tablet installations to forklifts and connection of new $6M packaging robot to main network. (2010 – 2012)Daily management of National RF Infrastructure for 16 Dairy and Drinks manufacturing and warehouse sites and maintenance of Intermec CK3 and Falcon 4420 RF guns via Avalanche Software Deployment Server.Knowledge of:- Storagecraft Shadowprotect- Solarwinds network monitoring

Lytton, Queensland

Sole support for four manufacturing plants and four distribution centres across Queensland and two overseas sales offices in Malaysia and Singapore, approximately 350 users in total.Specification of WAN and LAN infrastructure for Linfox Willawong 3PL for National Foods Queensland Distribution (2010).Updating of Zevodat software for 20 milk tankers in Brisbane for Dairy Farmers SAP go-live project; reconfiguration of transfer software, FTP servers and data-gathering cabling for milk tanker bays (2010).Backend support of Manufacturing RF infrastructure for 12 Juice and Milk sites across Australia. (2002 -2014)Rollout of over 100 PSC Falcon 4420 RF guns across twelve manufacturing sites in Australia (2009 – 2014).Design, commission and support Avalanche software deployment server for RF guns (2009); including VLanning of switches, DHCP scope setup and national wireless SSID and key.Support of 21 handheld users for grocery sales force territory managers across Queensland (2004 – 2014).Rollout and training of MS Outlook to users in Carlton, Smithfield and Lytton sites (2004)Development of automatic software restore for Symbol PDT8100 Pocket PCs for manufacturing users and Falcon 325 across Berri sites nationally, (2002 – 2009). Rollout, cutover and administration of phones system to Cisco 7940 IP Tel and Spectralink portable IP phones, across Lytton site (2004 – Current); Cisco Callmanager 4.

Brisbane Cricket Ground, Woolloongabba, Qld

Installing, configuring and patching network equipment at thirteen locations around the venue, and supporting Accreditation and Media centres; monitoring of infrastructure; providing critical pre-match and match support of LAN infrastructure for Olympic Football events.

Spring Hill, Qld

High Performance And Leadership Workshop

Education record

Activities and Societies: Participating organisations include NATO, US Navy, Dubai Police, Arup

Kcs Principles (Certified)

Certificate Iv In Training And Assessment

Bachelor Of Science, Applied Mathematics And Statistics Minor Computing