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.
• 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.

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.
• 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.

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).

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.

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.

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.