Mark B. Email & Phone Number

Melbourne, Victoria, Australia

The role is responsible for ensuring Digital’s services, technical systems and infrastructure operate reliably, securely and efficiently.

Melbourne, Victoria, Australia

Geelong, Victoria, Australia

I joined the great resignation wave and moved cities for a better work, life, balance mix.I enjoyed 4.5 months off enjoying life, relaxing and working out my next career step.

Melbourne, Australia

Melbourne, Australia

Responsible for all Technology BAU Service and Support activities within the region. Ensuring Technology solutions are supported, serviced, viewed credibly, and used to their fullest potential by each Computershare company. Lead for Change, Incident and Problem Management in Oceania.Responsible for the management, strategy and direction of Service Operations and Support within the Oceania region for the following teams;- Network- Server- Storage- Web Operations / Hosting- CTS Operations- Service Centre; Service Desk / Site Support- Open Systems- Application/Production Support- Data Exchange (FTP) / Support- Business Technology Delivery

Melbourne, Australia

Ensure Technology solutions are supported, serviced, viewed credibly, and used to their fullest potential by each Computershare company. Lead for Change, Incident and Problem Management in Oceania.Responsible for the management, strategy and direction of the Business Services within the Oceania region for the following teams;- Service Desk, - Application/Production Support- Data Support- Business Technology Delivery

Melbourne, Australia

Role functions & achievements include;• Leading teams• Managing Processes, Strategies and Business As Usual functions • Ensuring compliance to ITIL Service Management methodologies.• Member of the Change Advisory BoardService Delivery Teams responsible for include;• Service Desk (First Level Support)The Service Desk provides first point of contact for all major outages and co-ordinates with Technology and Business areas to ensure all problems are logged, escalated, resolved and reviewed. • Project Team (Technical Projects)Involved in integrating new systems / apps into Product Support’s list of supported apps, including:o Liaising with development teams to gather required information for effective support of the producto Creating and maintaining material used for the support of a new producto Creating Wiki entries / procedures for the support of new products• Technology Delivery (User Based Systems)The function of the team is to conduct;o business configuration of systems, o User Acceptance Testing, o Requirements gathering, o Process Improvement and;o First level business support for several systems

Role functions & achievements include; - Prioritisation for Operations division and chair person of AU Enterprise wide Prioritisation Committee- Set up Project Management Methodologies for systems delivery and change management- Business Project Manager for refresh of Call Centre Technologies- Main communication channel from Operations business to Technology supplier - Main Stakeholders in Operations business include the Call Centre and Transaction Processing Departments - Leadership of 2 direct reports, 13 indirect reportsMain function of staff is to conduct business configuration of systems, User Acceptance Testing, Requirements gathering, Process Improvement and first level support for several systemsAchievements include; - Structured approach to business strategy and technology prioritisation- Implementation of business case to assist with better prioritisation- Increased IVR retention by appointing dedicated IVR Tuning Analyst, leading to reduced expenditure in Call Centre- Lead Project Manager for Implementation of Virtual Agent resulting in a reduction in costs for serving emails as email quantity has decreased- Lead Project Manager to implement Imaging and Workflow systems into HK office

Contact CentreAssessed global telephony requirements and assisted in proposed solution which included multiple vendor solution with our Technology supplier.

Project Included; Design roadmap for new division (Fund Services) to utilise standard Computershare technologies and process methodologies. This also included Project Management of migrations of companies on to new systems.

Secondment to UK OfficeReview Department and implementation of a new structure Ensure department meets the needs of the business, apply as many global strategies and plans as possible to ensure global consistency of businessAchievementsImplementation of new structure and functionsAppointed a permanent local Senior Manager & trained appropriatelyMigration of Operational work from Dublin office to Bristol office

Management of team who manage implementation, UAT, configuration & first level support for multiple systems. The systems included Telephony Systems, Imaging and Workflow, Document Storage System and Electronic Data Capture Establishing the requirements, test plans, training and the rollout to business participants of business systems Building of strong relationships with key stakeholders, in the Operational business and Technology divisions

Coordinating all aspects of the Implementation of the Imaging and Workflow Project to all 5 mainland capital cities from a business perspectiveAchievementsSuccessful roll out of Imaging and Workflow system to all 5 mainland Australian sites on schedule3 months secondment in the Computershare South African office in Johannesburg Office to implement Imaging & Workflow system.

Imaging and Workflow SystemEmployed in Australia by CPU and sent to UK office

Managed Employee Share Plan OffersManaged Employee Share Reconcilations