IT How To is a Managed Service Provider for small and medium sized businesses. They are offer round the clock technical support but with an emphasis on preventative maintenance.Skills Developed/Responsibilities held:• Build and maintain relationships with key customers• Help to ensure always available technology• Some hands-on technical expertiseAchievements:• Positive customer feedback• Development of new processes for better automation

Position: IT Service ManagerSkills Developed/Responsibilities held:• Build and maintain relationships• Manage team of geographically diverse Agents• Manage IT Service Desk to provide support to internal and external customers• Monitor and track performance and service to SLA’s• Increase quality and productivity of Agents

Skills Developed/Responsibilities held:• Build and maintain relationships• Ensure an even workload for all delivery drivers• Deliver freight on time every time Achievements:• Streamlined all territory delivery runs for more efficient service• Continuous positive customer service feedback

Build and maintain successful relationships. Meet and exceed KPI's

Key Responsibilities: Ensure the IT Service Desk delivers a professional and responsive customer service. Overall management of the University-wide IT Service Desk which is the central point of contact for students and staff with Information and Communication Technology (ICT) related matters. Responsible for making recommendations associated with the strategic direction and relevant policies connected to IT support services provided by IT Services. Implement and maintain… Show more Key Responsibilities: Ensure the IT Service Desk delivers a professional and responsive customer service. Overall management of the University-wide IT Service Desk which is the central point of contact for students and staff with Information and Communication Technology (ICT) related matters. Responsible for making recommendations associated with the strategic direction and relevant policies connected to IT support services provided by IT Services. Implement and maintain quality control processes related to the delivery of services by the IT Service Desk. Produce weekly, monthly and ad-hoc IT Service reports using Excel and PowerPoint Key Achievements: Increased First Point of Resolution in customer contacts through training and up-skilling Formal re-write of position descriptions for all roles on the eSolutions Service Desk  Identified strategic direction of the Service Desk including a new operating plan Recorded highest rate of positive customer service feedback Built and maintained great working relationships with peers and key stakeholders Show less

Key Responsibilities: Lead and manage the Service Desk support services team  Contribute to the development of standards to enhance service provision Design and create weekly and monthly dashboard reports using Excel Ensure that services that are delivered are aligned to industry best-practice and meet the expectations of the business Work to CenITex State Government Service CatalogueKey Achievements: Initiated project to monitor incoming Email via Q-Master… Show more Key Responsibilities: Lead and manage the Service Desk support services team  Contribute to the development of standards to enhance service provision Design and create weekly and monthly dashboard reports using Excel Ensure that services that are delivered are aligned to industry best-practice and meet the expectations of the business Work to CenITex State Government Service CatalogueKey Achievements: Initiated project to monitor incoming Email via Q-Master system Contributed to project to migrate call logging system to current version Built and maintained relationship with key stakeholders Zero rate of attrition Show less

Key Responsibilities: Build and maintain client relationships Build and maintain stakeholder/vendor relationships IT Troubleshooting (PC and MAC) Network design and setup Create and run weekly and monthly dashboard reports  Knowledge database designKey Achievements: Maintained existing relationships with company customers to ensure business stayed with BTS Built new relationships and generated new business for BTS Setup continuous improvement… Show more Key Responsibilities: Build and maintain client relationships Build and maintain stakeholder/vendor relationships IT Troubleshooting (PC and MAC) Network design and setup Create and run weekly and monthly dashboard reports  Knowledge database designKey Achievements: Maintained existing relationships with company customers to ensure business stayed with BTS Built new relationships and generated new business for BTS Setup continuous improvement program for service improvement Setup framework for formal knowledge exchange Show less

Key Responsibilities: Build and maintain relationships with Internal and External stakeholders Initiate, develop and recommend policies, practices and procedures to continually enhance the services to APA Define SLA’s and create a solution to measure performance against those SLA’s Conduct performance reviewing Build an ITIL compliant Service Desk (Emphasis on Incident, Problem Management and Change Management) Produce trend analysis reports for Incident and… Show more Key Responsibilities: Build and maintain relationships with Internal and External stakeholders Initiate, develop and recommend policies, practices and procedures to continually enhance the services to APA Define SLA’s and create a solution to measure performance against those SLA’s Conduct performance reviewing Build an ITIL compliant Service Desk (Emphasis on Incident, Problem Management and Change Management) Produce trend analysis reports for Incident and Problem Management Align existing Service Desk processes to meet an ITIL frameworkKey Achievements: Designed, created and put into production new reporting solutions for the IT side of the business Identified/created Service Improvement Metrics to measure team performance against company targets. Since KPI’s are individual targets there was no way to measure improvements over time Built an ITIL compliant Service Desk model for the existing Service Desk. The Service Desk under my leadership now follows the strict practises of Incident and Problem Management along with Change Management Attended Senior Management Forum to discuss future company strategy with the Company board of directors. This was an inaugural forum where input from myself along with other senior managers was required Show less

Key Responsibilities: Multifaceted senior business analyst reporting role  Drive numerous monthly reporting to successful fruition Solution design (Windows-based system)  Data extraction for corporate reporting and investigations. Provide pre-sales and post-sales support Analyse service variation orders as requiredKey Achievements: Created and maintained weekly, monthly and ad-hoc reporting for multiple 3rd party customers including State Government… Show more Key Responsibilities: Multifaceted senior business analyst reporting role  Drive numerous monthly reporting to successful fruition Solution design (Windows-based system)  Data extraction for corporate reporting and investigations. Provide pre-sales and post-sales support Analyse service variation orders as requiredKey Achievements: Created and maintained weekly, monthly and ad-hoc reporting for multiple 3rd party customers including State Government departments Introduced a renewed sense of focus for an existing team that pushed the boundaries of problem root cause analysis for multiple customers – Problem Management Acted as Business Analyst Specialist during foreign downtime in the reporting space, fixing bugs/glitches, finalising Application performance issues and assisting in communication and facilitation across multiple teams in multiple countries Interacted at a senior-level to provide post-sales support in a Managed Services Environment Show less

Key Responsibilities: Build and maintain relationships with managed services clients Manage 10 direct reports Create and maintain regular reporting (weekly and monthly) Maintain rigorous SLA guidelines involving tight and challenging timeframes Implement the first four modules of ITIL (Incident, Problem, Change and Configuration) Vendor Management Communication via regular Service Delivery/client meetings Key Achievements: Contributed towards a… Show more Key Responsibilities: Build and maintain relationships with managed services clients Manage 10 direct reports Create and maintain regular reporting (weekly and monthly) Maintain rigorous SLA guidelines involving tight and challenging timeframes Implement the first four modules of ITIL (Incident, Problem, Change and Configuration) Vendor Management Communication via regular Service Delivery/client meetings Key Achievements: Contributed towards a zero rate of attrition in Managed Services. This was achieved through a difficult period of change (IT Support geographical relocation) and required from me: High-level customer interaction Motivational skills Provided Operational Leadership in the areas of Training and Development, quality assure agent skills and work and contribute to improvement plans to meet agreed Service Levels Advocated a global project with global members from different business units to improve and track overall quality of Service Desks for Hewlett Packard worldwide Updated existing weekly and monthly reporting to ensure that constant changing demands were accurately reflected in existing reporting Spent some significant time internationally training Hewlett Packard staff in systems and ITIL (incident and problem management) processes Show less

Key Responsibilities: Provide technical troubleshooting to Managed Service Desks Provide non-technical leadership Assist with Transformation and Transitions of applications Assist with Transformation and Transitions of new customers Create support processes Provide Service Desk Leadership Setup and maintain processes for a Change Advisory Board within guidelines of Change ManagementKey Achievements: Delivered a highly successful customer service… Show more Key Responsibilities: Provide technical troubleshooting to Managed Service Desks Provide non-technical leadership Assist with Transformation and Transitions of applications Assist with Transformation and Transitions of new customers Create support processes Provide Service Desk Leadership Setup and maintain processes for a Change Advisory Board within guidelines of Change ManagementKey Achievements: Delivered a highly successful customer service based course that significantly changed the perception of all Service Desks from a customer point of view Setup and wrote initial operating processes for a Service Desk that had just been awarded a new customer service contract for Mayne from within house Was responsible for training programs in the transformation to ITIL based processes on all Service Desks in Australia and New Zealand Show less

Key Requirements: Maintain support processes Relationship building  Provide motivation Maintain rostering Provide onsite technical and transformation supportKey Achievements: Managed a team that initially harboured resentment for my promotion to their new team leader. As I have a natural tendency to build positive relationships, I was able to achieve this fairly easily Motivated the team to process a two week backlog of calls to ensure that there was… Show more Key Requirements: Maintain support processes Relationship building  Provide motivation Maintain rostering Provide onsite technical and transformation supportKey Achievements: Managed a team that initially harboured resentment for my promotion to their new team leader. As I have a natural tendency to build positive relationships, I was able to achieve this fairly easily Motivated the team to process a two week backlog of calls to ensure that there was no backlog at all Helped with the transition of the Service Desk to Kuala Lumpur when it was decided that the Service Desk could be ran more cost effectively out of Malaysia Show less