Downer run an outsourced IT model, my role was to manage our key vendors for IT Procurement and workplace services across two separate environments Downer and Spotless. This includes the responsibility of being the Downer Asset Manager, I managed two teams one offshore and one onshore. I managed the relationship with key vendors such as TCS, DXC, Fuji Xerox, Konica Minolta, Dell, Voice Plus and am a key contact for Microsoft. This included KPI management to meet contractual obligations. I am also responsible for the Print Management and Mobile phone fleet strategy across Downer. This role expanded in 2020 managing the Site Support team of 15 staff responsible for Desktop Support at major site offices and in 2022, to manage the IT Procurement teams in New Zealand.Highlights include:Managing IT Procurement for Downer including purchasing, leasing PC’s, creating procedures, developing hardware budget strategies and PC lifecycle for Australia and New Zealand.Transitioning from DXC to TCS for our Workplace Service Vendor managing Site Support and Hardware Asset ManagementManaging the migration of New Zealand IT Procurement and Hardware Asset Management into Group IT.

With the overall focus on constantly improving the way we service our customers, my role is to ensure the delivery of high quality IT Support Services via the Service Desk function to the Spotless business. Reporting directly to the CIO I managed 5 direct reports who ran 28 staff across 5 teams (Service Desk, Request Fulfillment, Field Engineers, PC Refresh and Tech Talk) with my teams providing 1st and 2nd level support via phone, email and remote support tools, to ensure the timely delivery of service requests This includes responsibility for all of IT Procurement. I am also responsible for the provision and overview of data and reporting of SLA’s and trends to the CIO, and others. I drive call analysis and develop strategies for improvement and act as the ITIL Change Manager. Within this context I manage the performance of IT vendors Along with contributing to the overall strategy, identifying innovations and defining the way we deliver our support services, Highlight's Include:Increased automation leading the implementation of a service portal on the Service-Now tool providing a one-stop-shop for IT customers to log calls and search the knowledge base.Contribution to a culture of business process improvement, driving the implementation of the CIO Pulse Survey to assess the IS team’s Net Promoter Score.Continual delivery of improvements in the way we service internal customers, driving up call first call resolution to 60% and driving down call abandonment rates to below 10%.Working with the IS leadership team to add value managing specific projects improving our ability to deliver efficiency and customer focused innovation.

I managed 2 teams providing 1st and 2nd level support services via phone, email and remote support tools, and ensured the timely delivery of service requests within agreed service levels. I oversaw the knowledge management repository and ensured that high quality and up to date solutions and procedures were available to the staff. I was responsible for communicating outages and emergency activities to the organization and performing request reviews and approvals as part of the standard request fulfilment processes.I was also required to manage operational engagement with third party Vendors, be the conduit between the Vendor and Spotless internal Support teams, and be responsible for all facets of Operational delivery, including IT Procurement, ITIL process design and compliance, SLA compliance and monthly reporting. Highlights included:Significantly increasing first call resolution from 20% to 40% within Y1 developing an improvement plan, implementing knowledge transfer and training.Supporting the team to become accountable and solution focused.Slashing call abandonment rates from 40% to 20% increasing staff numbers and resources such as job logging templates, a new knowledge base with easy to look up information and phone scripts.Leading the redesign and implementation of the Service Now Tool mapping out the workflow and improving the teams efficiency and ability to manage requests and incidents.

The purpose of this role was to ensure the delivery of high quality IT Support Services from the Support Centre to the Spotless business by providing 1st and 2nd level services via phone, email and remote support tools. Managing 7 staff I was also responsible for coordinating the team roster and activities. Highlights included:Introducing a new version of our Call logging Tool Service Now, setting this up from scratch including Incident and request Workflows and Change approvals.Increasing responsibilities being given accountability for IT Procurement functions creating a new Request Fulfilment team to provide this service. Meeting request fulfilment SLA’s successfully by setting up new processes and workflows

Australian Unity is a national healthcare, financial services and independent and assisted living organisation. In this role, I managed a team of 5 staff and supported all IT aspects of the business, from account creation to all 1st and 2nd level hardware and software support. I was also responsible for communicating outages and changes to the businessCommencing as a Service Desk Analyst (SDA) my role was to provide 1st and 2 and level support within agreed SLAs to service incoming channels including phone, walk-up, email and self-service.A highlight was being promoted to Service Desk Team Leader role in only my second role in IT. On top of my SDA role I managed the performance of a team of 5 Help Desk staff. This included recruitment, training, delivering performance reviews, assisting with escalated inquiries, ensuring compliance with SLA’s, identifying improvements and communicating management initiatives.I also assisted with change management tasks which included approving changes within the ITIL framework, then assisting with testing and approval.

This company sold software as a service to tradesmen enabling them manage their administration. Software capabilities included scheduling appointments, allocating jobs, updating customer information and sending out invoices.With no prior experience within IT, and limited on the job training, I took on the role of Field Service Technician, installing the software, creating new workflows and providing training and ongoing customer support.