Michael Baldwin Email & Phone Number

Australia

• Created in-house Service Desk (Philippines Based) and in-house Level 3 Engineer
• In-sourced from MSP (15 Years Standing)
• Managed Cloud (AWS / Azure) environment
• Implemented In-House ITSM Tool with Service Portal, Incident & Service Request Management
• Implemented Incident and Service Request Management
• Implemented Major Incident Management process and PIR.

Sydney, New South Wales, Australia

• Managed Service Desk Team
• Implemented replacement ITSM Tool - HaloITSM
• Established SLAs for Incidents and Service Requests
• Created ITSM procedure documents for:
• Change Management, Problem Management, Major Incident Management, Post Incident Review
• Implemented Virtual Service Bar Pop-Ups in Brisbane

Central Coast, NSW

- Managed Offshore Development Team (6 Developers + UAT)- Managed Local Support Staff - Performed BAU Operations and Management- Performed Customer Support and Liaison- Performed Customer Training and Setting configuration for new customers- Performed Artificial Intelligence Intent and Training Phrase Creation- Created Solution and Customer Documentation.

Gosford

• Developed and Presented “Service Management Re-Boot” Program
• Created Major Incident Management Process and Implemented across Service Desk & Infrastructure Teams
• Created Problem Management Policy and Procedure and implemented across BRD ICT
• Conducted analysis and remediation to reduce open tickets (Incident & Service Request) from 2700 to 420
• Managed Major Incidents as required – represented BRD ICT at wider DFSI Major Incident Conference Calls
• Remediated IT Service Continuity Plan to achieve audit compliance

St Leonards

• Responsible for improving Operational Delivery and consolidation of Service Desk / Level 2 Field Service / Onsite
• Completed implementation of new ITSM tool (SCSM - myServiceDesk) across 7 service desks
• Requested to also take managerial responsibility for the Infrastructure Team in January 2017
• Consolidated four distributed Service Desks into one national organisational unit
• Established reporting solution (PowerBi) across Service Manager - also identified practices and procedures that were inhibiting improvement
• Developed an improved service culture to one of accountability and responsibility

North Sydney

Redefining end user service through the delivery of a personal touch approach, encompassing consumer style access to both support and service.Designed, Developed, Delivered MyIT Bar solution (think Corporate Apple Genius Bar) for enhanced delivery of first contact IT Support, achieving 94% customer satisfaction and subsequent expansion country wide through.

• Responsible for improving Operational Delivery of Service Desk and Managed Services to airline and finance customer, delivery of internal IT
• Achieved change in team dynamic to one of accountability and responsibility
• Implemented short term focused team to resolve open issues
• Improved SLA delivery across Severity Levels from 62% to 94% achievement
• Reduced ongoing open tickets from ~600 to ~150
• Delivered Incident, Problem and Change Management Processes and Procedures

Created RFP for Service Desk and Managed ServicesCreated RFQ for Red Hat Linux Support

• Conducted Business Impact Analysis and Delivered Results / Recommendations Report
• Created and Developed IT Service Continuity Plans
• Conducted Investigation / RFQ for selection of replacement backup solution
• Project Managed Replacement Backup Solution – Symantec NetBackup
• Documented infrastructure for identified mission critical applications
• Created Risk Management Matrix

Conducted Business Impact AnalysisProduced BIA Report / Recommendations Created and Developed IT Service Continuity PlansConducted RFP Process for Outsourced Data Centre Co-LocationProject Managed Citrix Access UpgradeProject Managed Citrix UpgradeProject Managed Anti Virus roll-outProject Managed Remote Infrastructure Upgrade (360 Thin Client Devices) for.

Re-negotiated Third Party Help Desk contract - saving $456k p.a.Delivered $280k Savings on Communications LinksDelivered Video Conferencing Solution - potential travel savings of $300kManaged Technical Services incorporating Operations and Infrastructure ServicesBrought Citrix Support Back In-House - Improved Support / Reduced Costs ($100k)Invigorated.

IT Service Continuity (DR / BCP; Conducted Business Requirement / Infrastructure Mapping Exercise.Created architecture documents for business critical systems.Gap Analysis between Production and Offsite Data Centre.Created ITIL IT Service Continuity Plan.Created IT Service Continuity Management Plans for all key roles within Continuity Management.

Implemented ITIL based Service Desk and Implemented Change ManagementRestructured IT department - creating specific Service & Support groupRemoved two non-delivering management positionsDeployed service framework for 24x7 remote office support (National & International)Centralised IT Purchasing / MaintenanceAchieved Data & Voice communications /.

Implemented Problem and Change ManagementCreated operational / business workflows for DR exercisesImplemented budget savings on network expenditure of 30%Created National resource pool / team for Facilities Management / HostingDeploying New integrated CRM / Back Office Solution (Sales Logix / Great Plains)Established intranet for all customer related.

Developed and implemented Information Technology Business Plan to address strategic direction of internal I.T.Reorganized IT department into focused, customer service orientated groups with specific areas of responsibility and delivery;Implemented Change Management process for BIS, which improved quality and availability of the production environment.

Outsourced Disaster Recovery environment to IBM - saving $800k pa.Created Regional Disaster Recovery / Business Continuity PlanDeveloped Internet / Extranet StrategyOffice Relocation:Designed new Data Centre - including transition to WIN95 and CISCO Ethernet Switching topology;Project-managed relocation of all hardware / infrastructure(s);Project Managed.

Education record

Itil

Education record

ITIL V3 Foundation Certified