Michael Bealey Email & Phone Number

Canberra, Act, Au

Australia

The ICT Service Desk Team Leader leads a team of Service Desk Analysts who offer technical assistance and customer service to IP Australia's end users. The role involves leading a team to deliver technical solutions, IT administration and troubleshooting for various ICT platforms; As the Team leader I was responsible for maintaining the standards, productivity and performance of the Service Desk operations. The role also involves coaching and growing the team members, handling the ticket life cycle, managing the end user device deployment, and supporting the Service Centre Manager when needed.Key Duties as the Service Centre team Leader:- Leading a team of Service Desk Analysts to provide technical resolution, IT administration, and troubleshooting across a wide range of ICT platforms.- Ensuring quality customer support and managing the ticket life cycle.- Mentoring and developing team members, and managing the deployment of end-user devices.- Backing up the Service Centre Manager and driving the development of knowledge-based articles to support the team.- Maintaining an understanding of responsibilities under the Work Health & Safety Act and promoting a healthy and safe workplace.

The Windows Team Lead is responsible for ensuring the effective and efficient delivery of IT services and projects across the Windows platforms, as well as leading and developing a team of technical staff.As the team leader I provided planning, scheduling, and allocating resources across IT platforms, whilst working collaboratively with platform owners and managers, and ensured I successfully lead a team of technical staff.As the Windows Team I was responsible for:- Planning, scheduling, and allocation of team resources, ensuring that the right skill sets and capabilities are available to deliver IT services and projects effectively and efficiently.- Lead and develop a team of technical staff, providing them with guidance, support, feedback, and training opportunities.- Manage and maintain the Windows systems and services, ensuring that they are secure, reliable, and compliant with the relevant standards and policies.- Monitor and report on the performance, availability, and capacity of the Windows platforms, and proactively resolve any issues or incidents that may arise.- Coordinate and communicate with internal and external stakeholders, including business partners, vendors, and customers, to ensure that the Windows platforms meet their expectations and requirements.- Contribute to the continuous improvement and innovation of the Windows platforms, identifying and implementing best practices, tools, and processes.

The EL1 position for an Incident Manager is responsible for the daily operational incident management across ITG. As part of the role I was responsible for developing and maintaining the governance and policy associated to Incident Management; as-we-as identify, responding and managing resolution of incidents. As the Incident manager I actively participated in service management activities, such as change management, problem management, and service level management. The role required technical knowledge of IT systems and services, excellent communication and facilitation skills, as-well-as demonstrating the ability to work independently and provide leadership to multiple teams within the Service Centre.Key responsibilities:• Provided Leadership, coaching and development of employees in the Service Management teams.• Provided Mentorship and Training opportunities to Staff within the Service Management teams.• Ensured priority Management and Leadership during Major Incidents.• Provided regular and timely updates to key stakeholders via email, phone and chat channels.• Ensured Post Incidents Reviews (PIR) were performed after an incident, prepared and presented to Executive Management• Produced informative reports based on ticketing data to key executive on a weekly and monthly basis.• Drive, develop, manage and maintain the Incident process and associated procedures

Canberra, Australian Capital Territory, Australia

As an application administrator within Datacom, I was primarily responsible to ensure that daily business operations could be performed by the business for all Core major applications within the organisation. This responsibility, included the daily health checks on the fleet of applications, ensuring the application, servers and storage were all in a healthy state, as-we-as proactive maintenance when an issue was identified in advance (such as the expansion of storage).As part of the role I was responsible for administration and support of the MicroFocus Content Manager / HP TRIM application platform, Microsoft SharePoint, and other Commercial-off-the-Shelf (CoTS) and custom developed portfolio applications. Responsible for the administration and support of the MicroFocus Content Manager / HP TRIM application platform, Microsoft SharePoint, and other Commercial-off-the-Shelf (CoTS) and custom developed portfolio applications.

As the Senior VIP Support Technician, I led a team of 4 technicians contracted to provide Priority on-site support for the Department of Health (approximately 550 Priority users at the height of the pandemic). The role involves 2nd level support of software and hardware service requests and incidents triaged from VIP users. During my time in the role, I was responsible for the day-to-day duties, IT inventory management, Mobility device management and corporate mobility solutions such as Workspace One and Blackberry. Working closely with the SES Support team to support the onboarding of new and returning SES staff from leave and movement of Support staff (EA / EO and Liason Staff) for SES Executive and ministerial staff.Key responsibilities• Providing priority ICT Support to key business stakeholders including COVID-19 related taskforces, SES B1 (during On-boarding), SES B2, SES B3 and Ministerial staff• Working closely with the Mobiles and Request fulfillment spaces, in the management of VIP Mobility solutions, including Mobile phones, iPads and sim cards• ICT Support for senior executive staff during Senate Estimate hearings at Parliament house• ICT to change of cabinet and change of government support for incoming/outgoing Ministerial staff• 1st level triage of service requests and management of VIP tickets escalated to resolve groups in Cherwell in line with Service Level Agreements for VIP Support• Generating daily and monthly statistic reports for Department of Health IT Executive and Senior executive contracted to Health from Datacom

During my time as a Desktop Support Engineer in the End User Computing team contracted to provide on-site support for the Department of Health. The role involved 2nd level support of software and hardware service requests and incidents triaged from the Service desk. During my time in the role, I was responsible for the day-to-day duties, ticket management and knowledge management for the Health Products Regulation Group (HPRG) sites in Canberra, Sydney, and Melbourne.Key responsibilities• Hardware replacement and management under break/fix polices and the reimaging and SOE build deployment of new hardware• Level 2 troubleshooting for Hardware and Software incidents triaged from the Service Desk• Creation and reviewing of Level 1 Knowledge for Service Desk to better assist 1st level troubleshooting on the helpdesk• Assisting project teams in testing and deployment of Pilot hardware and software at the TGA site located in Symonston• Assisting VIP Support for priority on-site support for Senior Executive and Priority users when VIP Support was not available to attend onsite

As the Senior Service Desk Analyst in a call centre of 30 analysts contracted to the Department of Health, it was my responsibility to support the team leader by providing technical knowledge, training and guidance to help desk analysts, as-well-as provide leadership to the team in the Team leaders absence.Key responsibilities• Provide level 1 troubleshooting for service requests and incidents raised on first contact and Triage of tickets to the correct resolve group via the Cherwell ticketing system• Creation and management of IT accounts in Active Directory/Exchange/Cisco Call manager for new and existing staff• Provide Technical knowledge and guidance to Service Desk analysts to assist in 1st level resolutions for the Helpdesk• Assisted in the escalation of high priority tickets to resolver groups when an urgent issue was called through to the desk.