Matthew Doyle Email & Phone Number

Sydney, New South Wales, Australia

Port Macquarie, NSW, Australia

Within the first 3 months I setup a team to in an agile delivery sprint cycle to build, test and delivering from a backlog of over 300 items of high priority ITSM enhancements (Incident, Problem, Change, Knowledge, Agent Workspace, Platform and Integrations) on ServiceNowI’ve quickly established trust in our team through a partnership with our primary.

Sydney, Australia

I ensured we maintained higher than expected system (>99.9%) availability for the Service Management Platforms – BMC Remedy and ServiceNow across the entire bank, for our customers in GroupTech and the greater businessI was recognised as a proactive adopter of our ‘Getting the Basics Right’ approach to embedding risk management practises and culture into.

Sydney, Australia

I brought focus to reporting insights to the leadership team around customer satisfaction for incident and request management across the GroupI worked in a small team to identify key enhancements to improve the front end user experience for the SRM service request portal based on the BMC Remedy platform rather than disparate separate workflows, forms.

Sydney, Australia

I established a Configuration Management Process and Governance model in Westpac which establish a well maintained and understood CMDB, through a comprehensively defined data model (CDM) within a new installation of Remedy.I worked with key stakeholders to ensure the process was 'bedded in', understood, matured and that operationally, the CMDB commenced on.

I was the lead for process design for the move from mainframe (Infoman) to BMC Remedy for the Change Management Process. This involved defining the process, standards, work instructions and policy for roll out to the IT organization (4,500 IT staff). I completed hands on training to many IT groups including partners such as IBM and TelstraAs part of the.

My role was to lead the two teams responsible for business wide communications for Major Incidents and for Significant IT Changes. This was a geographically disperse team based in Tasmania, Adelaide and Sydney.We successfully merged with the National Operations Centre setup to ensure communications were consistently clear and communicated with trust from.

Selected to define and operationalise a set of ITIL processes initially for Problem Management. Throughout the term of the contract, this expanded to Incident and Capacity Management for a project to roll out a Siebel based CRM ensuring the application was managed effectively to improve senior leadership confidence.

Selected to drive the team towards providing exceptional first level diagnosis, a high first call resolution rate whilst maintaining an exceptionally fast response to the staff of Nationwide News and Group (News Limited).

Provide second level technical support to the first level technical customer service area who provide Compaq Product Support to Australia

Provide over the phone Customer service to customers and dealers of Acer Computer products within Australia