KEY RESPONSIBILITIES  Day to day management of Hardware refresh project  Weekly and monthly executive reporting on printer and computer fleet Weekly and monthly executive reporting on hardware vendor SLA’s Project management  Hardware deployment and printing infrastructure across three campuses Management of external hardware vendors  Maintain Service Level Agreements Student printing kiosk installs Escalation point for all incidents involving external printer and computer hardware suppliers Process review and creation for external vendor supportACHIEVEMENTS  Creation of institution wide asset management processes Process improvements to reduce new computer delivery time from an average of 35 days to 9 Project management of new printer roll outs for libraries at three campuses Positively contributed towards cultureMETHODOLOGIES ITILv3, Prince 2 and Agile

KEY RESPONSIBILITIES  Project Management Incident Manager for level one and two support Daily incident audits  Mentoring and training staff  Identify and resolve bottlenecks preventing jobs being closed within internal SLA’s Creation of backup solutions for remote sites  Data centre backup health check Creation of test environment for Jedox reporting project Creation of standard Windows 7 SOE Management and reporting of PRTG network monitoring software Creation and management of knowledge base within Service Desk Plus Management of physical and virtual server fleet Training end users on Citrix and Microsoft officeACHIEVEMENTS Creation of windows 7 SOE Mentoring of junior staff to reduce average call closure from 7 days to 3 Creation of knowledge base Positively contributed towards culture

 Creation of new procedures and policies aligned with ITIL v3 framework  Reduce risk through Problem, Change, and Incident Management. Day to day management of a Windows 2003 Active Directory Domain Weekly and monthly reports  Critical incidents and Post Incident Reports. Ensured the delivery of IT services in line with key metrics  Manage all incidents and work requests that come in via the Service Desk to ensure they do not breach internal SLA’s Redefined and improved ITIL Change Management procedures and Chairman of Change Advisor Board. Coordination and delivery of IT Services and projects into key areas of the business including a Data Center relocation of 300 servers, 2 SANs and network equipment, the relocation of head office consisting of 500 end users over 1 weekend and the demerger of a Pharmaceuticals division consisting of 4 sites, 70 servers and 600 staff. Provide day to day management of external support vendors to ensure contracted SLAs are maintained.

 Create audit and process policy  Increase first call resolution  Training and mentoring Provided 2nd level escalation support for Service Desk staff and Sigma customers nationally. Implemented asset management system for all IT assets within the business.  Administered and delegated technical support jobs via telephone, email and Altiris Service Desk. Hardware and software audit of 800 desktop and notebook computers nationally across 18 sites and the implementation of an asset management system Configuration and management of 120 corporate Blackberries using Blackberry Enterprise Server 5.0 Migration from CommVault 7.0 to version 9.0 and ongoing backup management of 75 servers consisting of a mix of Windows NT server, Windows 2000, Windows 2003 R2 and Windows 2008 server, utilizing DELL ML6000 and a media library of 600 tapes over two sites. Network file permissions security audit on Windows 2003 DFS consisting of 700 security groups split across 1200 users and 18 sites. Day to day management of EMC CX4-240 and replication to DR siteACHIEVEMENTS  Promotion to Service Delivery Manager within first 12 months Implementation of ITIL  Created Change, Incident and Problem management procedures Data centre and head office relocation Increased first call resolution from 45% to 70%  Creation of IT services catalogue

 Coordinated incident management  Coaching and mentoring to develop Team skill set Management of bulk software install to over 100,000 PCs  Management of hardware issues relating to end user PCs  Liaising with external hardware vendors to resolve warranty repair issues Secured access to network resources, file shares, and user permissions via Windows 2003 active directory

 Weekly and monthly reports on call volumes, calls opened, closed, closed by agent, and breaches of Service Level Agreements (SLAs), on all incidents to upper management. Implementation and development of a service delivery catalogue. Reviewed, defined and implemented key SLAs on all internally managed systems, external vendor contracts. Managed new staff process from job description creation, to recruitment, interviews, induction and training of new staff Creation and implantation of ITIL change management procedures and chairman of change advisor board. Installation and administration of new service desk tool BMC Service Desk Express Lifecycle and licence management of all system hardware and software requirements Management of mobile phone fleet consisting of 300 handsets nationally. Managed team responsible for deployment of Wyse thin terminals using Wyse Device Manager for release of software across sites in Australia and New Zealand Administration of Citrix server farm required for application deployment of applications to 130 point of sales sites across Australia and new Zealand Ongoing administration of Microsoft ISA proxy servers and internet usage reporting for 130 point of sales sites. Network backup of 3 Data Centre locations consisting of 70 servers utilizing backup tool Symantec Backup Exec 11dACHIEVEMENTS  Promotion to service desk manager Implementation of ITIL, Change management Implementation and management of SLA's for internal services and service desk staff Implementation of ITIL based service desk application (BMC Service Desk Express)