Matt Fennell Email & Phone Number

Hobart, Tas, Au

Hobart, Tasmania, Australia

Hobart, Tasmania, Australia

Hobart

Hobart

● Provide IT Strategic and Operational leadership to large managed services contract with client in the utilities industry.● Manage technical resources (approximately 70 staff, some FTE based, some service based, blended model both local and offshore) and technical team leaders to ensure we deliver all contracted services across the technology stack, from critical 24x7 energy market trading and risk analysis applications and underlying infrastructure, databases, and network.● Ensure Critical Service Levels and Key Measures are met, demonstrate where met and/or exceeded through reporting to client on monthly and quarterly schedules, and ad-hoc basis.● Adhere to and champion ITIL framework to drive operational efficiency and increase IT systems availability and reliability.● Facilitate Contract Schedule changes, whether CGI or client driven.● Transition project deliverables to SLA support, including appropriate handover to support documentation to facilitate successful ongoing support.● Own and manage Internal Business Unit (IBU) Operational-Level Agreements (OLA’s) with CGI Global Delivery Centres in both India and Philippines to deliver services.● Hiring and recruitment - assess candidates both internal and external for technical, operational and cultural fit, member of interview panel and decision maker on hiring/promoting.● Escalation for contractual delivery issues, client strategy and governance, as well as secondary day-to-day operational escalation.● Undertake CGI customer satisfaction survey/assessments, and document improvement and action plans from results.● Facilitate hardware/software purchases and support renewals through third party suppliers or CGI reselling.● Resource management to deliver services and maintain approved profit margin.● Internal project status reporting including finances, client relationship, risks/issues, staff/resourcing problems.● Internal financial reporting for project with revenue $3.9m per annum.

Hobart

Encompassing:• Operations Manager Sep 15 – Nov 16• NEM (Energy Market/Trading) Operations Jul 13 – Sep 15• Manage technical resources (approximately 30-50 staff [some FTE based, some service based], blended model both local and offshore) to deliver support services across the technology stack, from critical energy market trading and risk analysis applications and underlying databases, to networks and infrastructure utilising ITIL framework.• Responsible for Incident Management, including the management of Critical Incidents 24/7.• Resource and roster 24/7 coverage of technical support staff including out of hours on call roster.• Escalation point for all Incidents, Events and Service Requests in the environment.• Responsible for ongoing maintenance and 24/7 support of business critical, high availability system environments.• Meet or exceed targets for system availability, and Incident/Event response and resolution.• Ensure contractual reporting requirements are met.• Drive continuous improvement – Problem Investigation process has led to a drop in repeat high priority Incidents and Events.• Knowledge Management – ensure information is captured in Problem Investigation and Known Error records.• Approval of all Change Controls in the environment, leading to a reduction in Incidents caused by Change Control.• In conjunction with the Change Manager – establish a Release Management process and schedule.• Transition Project deliverables to operational support, including appropriate handover to support documentation to facilitate successful ongoing support.

Hobart

• Hybrid Project Management/Service Delivery role.• Manage resourcing and delivery of non SLA supported Incidents and Service Requests.• Manage small projects generally on a time and materials basis, usually up to 5k in labour but up to and including 25k covering desktop, application, network, database and infrastructure skillsets. • Ensure client expectations and delivery timelines are met.• Ensure work is correctly classified as SLA or Discretionary.• Key escalation point for Discretionary service requests (both internally and externally).• Internal financial and project status reporting, showing drop in management overhead and increased profit margin during my tenure.• Weekly project status reporting and client invoicing/billing.• Implemented Service Catalogue with fixed labour cost for repeat tasks leading to cut in overheads and cost savings both internally and externally.• Forecast of estimated costs to meet short and long term client budgetary requirements.• Manage workload to client budget of ~370k per annum.

Hobart

• Acting Team Leader Jun 2011 – Feb 2012.• Specialising in support of bespoke applications, focussing on energy market trading and risk analysis software and underlying databases.• Subject Matter Expert (SME) in commercial energy trading and risk analysis applications.• Training and mentoring of junior application support staff, including successful mentoring of my replacement in the SME “role”.• Upgrade(s) of existing applications, as well as implementation of new applications following formal Change Control policy and procedure.

Provide onsite second level support for Logica’s Tasmanian clients across each of their sites.Responsibilities included ensuring KPI's were met; backup tape operations completed; time sheets and knowledge bases kept up to date; keeping a concise, accurate, and timely record of communication with clients; installation, support and management of existing operation systems and software, as well as implementation of new operating systems and software; and logging of warranty calls to vendors.Matthew was a senior member of the team, at times taking on the role of Team Leader for Desktop Support.Matthew was responsible for training new team members, ensuring they understood and were familiar with the processes and daily procedures required for the role.

Provide timely and accurate handling of incoming customer faults and service requests, and first level technical support to clients predominantly via phone, also limited email and remote control.Correctly classify and assign incoming incidents,screening and subsequently escalating and notifying appropriate second level support teams, ensuring all relevant parties are informed at required periods.

Responsibilities Included:Troubleshooting dial-up and broadband internet connections, radio wan connections, satellite connections, and also domain and web hosting issues for a wide client base across most states in Australia. This support was both over the phone and via email, as well as occasionally face to face.Providing accounts and payment support outside of business hours.Keeping an accurate record of all correspondence with clients.