I was brought on by Camatic to review and revise the IT Hardware within the Engineering Department. Since coming on board, I have successfully implemented new hardware, software and procedures allowing Design Engineers complete control over their work, whilst maintaining tight control over the structure. We have achieved rapid uptake by existing users by utilising feedback from all parties involved to ensure user expectations were aligned with realistic outcomes. I have helped identify key failures and successes in existing systems, and I work with all users to identify their current needs and determine probable future needs regularly. I also identify, purchase, and implement new hardware and software, and provide performance tuning of all infrastructure. I have also helped design, implement and validate the company’s DR plan and immediately identified over $24K per year in wasted subscription services when first hired. I have already successfully reduced manufacturing mistakes due to incorrect data by approximately 40%. I have created an intranet site as single reference point for process and policy and regularly plan and develop cross platform interoperability and document end-to-end procedures. I have worked tirelessly to design and implement the company intranet to harmonise staff access to critical data, procedures and policies and assist in the design and planning of company infrastructure regarding IT, communications, and security.

As a self-employed professional, I developed a retrofit system that would cheaply and efficiently convert an off-the-shelf milling machine to a fully computer controlled precision instrument. The device had a respectable working envelope and superb accuracy, yet cost as little as 10% of equivalent commercial machines. The system quickly became popular amongst hobbyists and professionals alike and was sold worldwide. I designed the electronic control systems and system hardware, and manufactured all electronics and hardware in-house.I also designed and implemented the web site along with online quotation and ordering system, as well as an online user forum. I performed all product support from computer systems through to hardware installation and operation. I also oversaw all aspects of stock control, stock ordering, bookkeeping, sales, research and development and created and fine-tuned machining gcode tool paths used to make hardware. As this was my own business, I also handled all accounts receivable, accounts payable, banking, GST, and other taxation activities.

In this role, I was responsible for all Victorian and Tasmanian field support and service on Mainframes, Servers, Commercial PC’s, SAN/NAS systems, Networks and DR products, as well as third party support on Cisco and Sun Products. I interacted with key stakeholders at all levels of Compaq and HP executives post-merger, and was a key function in assisting with issues or downtime that caused major impact to customers. I regularly dealt with customers in the field to ensure all their issues were resolved in a timely, accurate manner. In addition to my service manager responsibilities, I ensured that all staff received proper training, professional development in order to properly utilise and instill job satisfaction. I led a high performance team of 37 direct and 42 indirect staff (cross reporting), providing essential staff resource planning, technical training, and performance reviews.I also assisted with spare part resource planning and call center operations and monitored customer satisfaction surveys, handled customer compliments and complaints. I maintained ITIL standards and practices, and assisted with the roll-out of all plan service offerings. In addition, I helped handle escalations and conducted post-incident reviews with customers. With this data, I delivered monthly reports on utilisation, budgets and other KPI targets, and ensured adherence to standards of business conduct. I helped the company maintain ISO accreditation and assisted with other accreditation reviews and audits as needed.

Initially, I was employed as a Customer Service Manager to support assigned accounts, and later promoted to Field Service Delivery Manager. I managed a high performance team supporting large mainframe and non-stop systems and oversaw staff placement, as well as staff roster and leave planning. I provided oversight of departmental budgets, entrusted with a $400K sign-off and was the manager for 29 direct and 33 indirect staff (cross reporting). I was responsible for creating and implementing staff and team development, and progression planning.I also served as Mission Critical management and Escalation Management, providing post-incident reviews, and defined, implemented, and planned SLA offerings. I oversaw all service stock management, and Call Center Management in addition.

I initially started in a customer training role and then transitioned into a field technical support role. Here, I implemented a procedure for consistent and repetitive results for sales and field engineers, laying the groundwork for the National Integration Centre. I trained customers and staff in AutoCAD, AutoSketch, Lotus 123, Word, Excel, Powerpoint, Outlook, Publisher, SCO Xenix/Unix, Open Desktop, Arts & Letters and provided strong field support for PC’s, Servers, and LAN. I wrote the software used by the NIC and the procedural manual and implemented Australia-wide WAN access to NIC operations. I also developed repetitive customisation procedures using off the shelf and purpose-written software.In addition, I developed an automated job tracking and records database and was responsible for staff OEM training, and helped achieve ISO accreditation on the first pass. I successfully helped implement staff progression plans through the NIC into field operations. I was responsible for the design of the original NIC facility in Melbourne followed by the multi-million dollar Fujitsu facility in Sydney. I grew this operation from a single person setup handling 6 PCs per day, to a facility that could ship out 25,000 units per annum and widely considered to be the jewel in the Fujitsu Australia crown. I regularly conducted tours of the facility for visiting heads of companies such as HP, Compaq, DEC, Toshiba, and NEC as well as numerous Australian companies, government bodies, institutions and organisations.