Matthew Saint Email & Phone Number

Cremorne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Managed 4 diverse teams totalling 50 staff. Teams consisted of Project Administrators, Technical Network Specialists, advanced helpdesk for corporate customer’s, second level helpdesk for residential customers.Achievements* Achieved the highest attainable rating of Outstanding in every personal performance management review.* Audited all department processes to align tasks with technical skillsets, team focus and organisational goals. Created significant efficiency… Show more Managed 4 diverse teams totalling 50 staff. Teams consisted of Project Administrators, Technical Network Specialists, advanced helpdesk for corporate customer’s, second level helpdesk for residential customers.Achievements* Achieved the highest attainable rating of Outstanding in every personal performance management review.* Audited all department processes to align tasks with technical skillsets, team focus and organisational goals. Created significant efficiency improvements, reduced day 1 faults and fault restoration on all service/product lines. * Collaborated with Subject Matter Experts to develop and deliver training packages to junior technical staff to move technical skills closer to the Customer. This resulted in the major residential broadband product’s fault restoration times decreasing by an average of 3 business days on complex line quality related issues.* Established quarterly review meetings with outsourced contractors that led to decreased fault restoration times for all faults. In particular, secondary visits were reduced by 50% with one contractor by negotiating improved processes to better target the work required.* Proposed and managed the implementation of a new MS Windows HA server cluster platform based network monitoring system for Corporate Customers that delivered savings of $400,000 over 2 years while increasing the ability to proactively respond to customer network faults.* Guided Team Leaders to create training and mentoring programs to ensure 100% of all corporate customer facing technical staff achieved CCNA and IPv6 certification as a minimum. The organisation was able to access Cisco discount schemes as a result of the certification level achieved.* Led the Business Operations Readiness testing program with the National Broadband Network Company which allowed the organisation to become accredited and deliver the first connected customer in mainland Australia. Show less

Adelaide, Australia

Managed a newly created team of 8 staff combining Technical Specialists and Project Administrators to design and implement Internet and WAN networking solutions for Corporate Customers.Achievements* Achieved the highest attainable rating of Outstanding in every personal performance management review.* Designed and developed in PHP a Project Management system that allowed Account Managers to track the progress of customer WAN and Internet circuit projects online, in… Show more Managed a newly created team of 8 staff combining Technical Specialists and Project Administrators to design and implement Internet and WAN networking solutions for Corporate Customers.Achievements* Achieved the highest attainable rating of Outstanding in every personal performance management review.* Designed and developed in PHP a Project Management system that allowed Account Managers to track the progress of customer WAN and Internet circuit projects online, in real-time.* Collaborating with senior sales and pre sales staff delivered growth in the corporate product space from 10% of total revenue to 40% of total revenue for the organisation.* Implemented change control template and checklist system to manage Cisco router and switch CPE configurations and operating systems that allowed technical staff to deliver WAN services with 99% zero day 1 faults.* Collaborated with Pre Sales Engineers and senior Network Engineers to develop, test and document a suite of WAN solutions based on existing networking components and high speed access technologies to create a simple but flexible product offering to sell to Corporate Customers. * Consulted with existing Customer’s and technical staff to understand their requirements in order to build a standards based QOS strategy that could be utilised across the suite of WAN solutions. Show less

Technical lead for a team of 6 for the operation of the support desk to support DNS, Web and Internet access technologies for Corporate Customers.Achievements* Created induction product training program to reduce the steep learning curve of new staff members.* Collaborated with the Customer Service Manager and the Sales Manager to establish standard service level agreements for all product streams.* Provided pre-sales support for government and large corporate… Show more Technical lead for a team of 6 for the operation of the support desk to support DNS, Web and Internet access technologies for Corporate Customers.Achievements* Created induction product training program to reduce the steep learning curve of new staff members.* Collaborated with the Customer Service Manager and the Sales Manager to establish standard service level agreements for all product streams.* Provided pre-sales support for government and large corporate customers on large build projects. Show less

Senior Technical resource inside support desk to support DNS, Web and Internet access technologies for Corporate Customers. Regarded as technical expert and critical asset for supporting most of the organisation’s products and services.Achievements* Created documentation for IPSEC VPN meshed networks to cover multiple vendor devices and scenarios.* Developed many UNIX shell scripts to automate tasks that historically had been carried out manually.* Worked closely… Show more Senior Technical resource inside support desk to support DNS, Web and Internet access technologies for Corporate Customers. Regarded as technical expert and critical asset for supporting most of the organisation’s products and services.Achievements* Created documentation for IPSEC VPN meshed networks to cover multiple vendor devices and scenarios.* Developed many UNIX shell scripts to automate tasks that historically had been carried out manually.* Worked closely with technical staff members inside external third party integrators and partners to ensure they had tools and information required to inter-operate with the products and services. Show less

Adelaide, Australia

Volunteered to write signup and billing engine frontend in PHP for wholesale broadband project.Achievements* Assumed the role of project liaison between the client and the organisation after Project Manager left the organisation.* Collaborated with other programmers to build a Linux HA environment for the PostgreSQL database and Apache web servers to meet the projects requirements.

Adelaide, Australia

Promoted to manage escalated technical tasks from a rapidly expanding helpdesk. This allowed the organisation to employ less experienced staff on the front line Helpdesk.Achievements* Developed knowledgebase system in PHP with postgreSQL backend to allow support staff to access information relevant information to help support customers.* Built a Microsoft IIS web and streaming server for a customer project that led to an IIS based web hosting product being offered for sale.

Recruited from competitor to provide more technical knowledge on an inexperienced Helpdesk.Achievements* Created HTML support documentation for major Windows Internet applications setup.

Scrum Master

Impact Leadership, Management

Situational Leadership Ii

Certificate Iv In Frontline Management

Itil Version 3 Foundation Exam, Itil

Project Management Essential Competencies