Report to GM of IT, responsible for providing high-quality technical service and support to all ConnectEast departments and staff for all Information Technology systems in use by the company.

Report to Services Delivery Manager, leading project teams of 3-7 and running 1-3 concurrent projects to continuously improve infrastructure.KEY ACHIEVEMENTS★ Help resolve a company-wide issue that plagued the organisation for over 12 months.★ Delivering a global telephony system that will reduce costs by 30%.★ Created and produced two board papers for approval to deliver the infrastructure and telephony refresh projects.LEADERSHIP & STRATEGY► Delivered project level governance as a member of the PMO. Provided high-level stakeholder reporting.► Program and resource manage up to 8 septate IT projects.► Managed risks with Project owners and developed mitigation strategies.ITSM & PROJECT DELIVERY► Led improvement projects across the organisation and managed two major infrastructure projects across the organisation, worth $1.99M - $6M.► Led a team delivering a cloud assessment for ConnectEast and a migration plan for the next 5 years.► Methodologies & Tools used include PRINCE2, MS Project, Excel, Visio, Word, PowerPoint, MS Teams, Office 365.Program: IT Infrastructure Refresh Program (Oct 2018 - Present)Project: Telephony Refresh & Omni Channel Deployment (Jan 2019 - Present)

Reported to Project Services Manager, Global Operations leading project teams of 3-7 and running 1-3 concurrent projects to continuously improve operational delivery.KEY ACHIEVEMENTS★ Delivered a global ITIL based system reducing open incident duration by 35%.★ Delivered a global telephony system improving productivity 30% and reducing call costs 20%.★ Created and received approval for a business case to implement a global system with the ability to raise, track, manage, respond and report on requests.LEADERSHIP & STRATEGY► Team member on a project to deliver an ITIL based system to improve global support processes in APAC, Canada, South Africa and UK.► Delivered project level governance as a member of the PMO. Provided high level stakeholder reporting.► Managed risks with Project owners and developed mitigation strategies.► Upskilled Support team through creating individual training plans, cross training and skilling and training on new products before release.ITSM & PROJECT DELIVERY► Led improvement projects across the organisation, 16 were end-to-end with up to 1700 end users.► Launched 6 projects from business planning and business case to implementation plan, project logs (issues, risk, actions) and project & communication plans.► Methodologies & Tools used include PRINCE2, MS Project, Sciforma, XSOL Process Mapping, Excel, Visio, Word, Power Point.Program: Global Unified Desktop & Telephony Program (May 2014 Aug 2016)★ On budget delivery of Help-Desk & IT Service migration and Implementation.Project: Help-Desk & IT Service Migration and Implementation (Nov 2012 Apr 2013)★ On-time/budget delivery of Help-Desk & IT Service migration and implementation.Project: Office Fit-out (Jun 2014 Nov 2014)★ On-time/budget delivery of Level 16 fit-out at 385 Bourke Street Melbourne.Other ProjectsGlobal ConcurCisco WebExVPN upgradeIRESS XPLAN2 to XPLAN MigrationGlobal ExchangeActive Directory

Led and managed a team of 20 with a key focus on ensuring high standards where maintained through process improvements. Implemented structured processes to manage incidents, identified underperformers, allocated required resources and turned the department around.KEY ACHIEVEMENTS★ Quickly built rapport with staff and prevented a planned mass resignation.★ Met or under OPEX budget every year while delivering to agreed service levels.★ Upskilled team through creating individual training plans, cross training and skilling and training on new products before release.★ Successfully turned the Data Conversion department around in 6 months, improved output 70%, reduced turnaround times 50% and increased efficiency 80%.LEADERSHIP, CUSTOMER ENGAGEMENT & PROCESS IMPROVEMENT► Managed teams of up to 22, provided day-to-day supervision, team-building, goal setting, performance reviews, training and mentoring while leading process improvements and driving team efficiencies.► Managed external stakeholders including Account Executives, National Manager - Technology Services, Head of Adviser Technology, Adviser Technology Solutions Manager.► Used ITIL, Customer Services Institute of Australia (CSIA) and International Customer Service Standards to improve processes.ITSM & PROJECT DELIVERY► Using ITIL, prepared and reviewed Service Level Metrics, Operation Metrics and KPI scorecards.► Prepared service delivery contracts, negotiated contracts and service levels, managed issue escalation and remediation and contract renegotiation.

► Led the Data Conversion Analyst Team (as a subset of my Application Support Manager role) of eight direct reports providing day-to-day supervision, team-building, goal setting, performance reviews, training, and mentoring.► Met budget each year and created an income stream by charging conversion costs to customers.

Key focus was on turning around an under-performing Customer Support Department. Led 30 staff, established rapport with customers and negotiated contracts and SLAs. Provided weekly status updates and developed and implemented Service Desk processes in line with international standards.KEY ACHIEVEMENTS★ Worked within the OPEX budget every year while delivering to agreed service levels.★ Turned around (within 12 months) the under-performing Service Desk to an award-winning operation recognized by the Customer Service Institute of Australia (CSIA).★ Created a competitive advantage for IWL, providing the CEO an opportunity to go out to market and to the press with the substantiated evidence of our Service Desk capability.★ Implemented and documented new processes and procedures increasing customer satisfaction by 85%.★ Created and negotiated Service Level Agreements (SLAs) with 30 clients.★ Implemented individual training plans, KPI’s and conducted regular staff performance reviews resulting in a 70% productivity increase.