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.• Conduct Daily Team Stand Up to manage priorities and ticket workload.• Implemented Change Management as part of ITSM Tool• Managed Cyber Security Audit and Remediation – Level 1 Essential 8• Deployed SSO and/or 2FA across in-house and third party applications• Managed Data Privacy Audit and Remediation• Implemented and Achieved 90%+ SLAs for Response and Remediation across Incidents and Service Requests• Managed deployment of End Point Management (aka Intune) including MS Patching and Device Builds• Achieved Net Promoter Score of Favourable via Ticket Responses for closure automation.• Deployed MDM for Laptops and Mobile Devices• Centralised Network Management and Network Infrastructure including Wi-Fi (consumer to corporate)• Implemented and Managed Employee On-Boarding / Off-Boarding, Hardware & Mobile provision

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 ● Created companywide announcement solution (SnapComms) for major issues / outages

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 including Training Videos- Performed Issue Management inc. Major Incident Management- Performed workload / scheduling management- Delivered solution improvement program to achieve industrial strength software solutions for Property Management- Re-designed and delivered new Customer Portal for Automated On-boarding- Implemented Performance dashboard for AI Bot delivery- Performed Release / Marketing / Service Announcements- Supported Remote Inspection Solution for Property Management during Covid Lockdown- Developed Messaging for Rental and Invoice Arrears to Tenants via AI Bot

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• Managed nineteen Problem Management issues to successful resolution• Attended DFSI wide Business Continuity Conference as BRD ICT representative• Re-designed and delivered customer focused Service Portal and introduced service catalogue• Reviewed ITSM Tool and managed changes to update relevance of ticket parameters and allocation• Introduced remote site support program with immediate success - ongoing schedule in place• Conducted IT Service Continuity capability workshops to identify recoverability gaps

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• Reduced age of Incident & Service Request tickets from sixty three to nine days (to-date)• Designed and deployed self-service component (myServicePortal) to 10,000 staff• Deployed Blue Jeans VMR solution delivering enhanced communication / collaboration incorporating the room based VC environment• Conducted RFP and selected partner for After Hours Support – customer service delivery• Developed Customer Satisfaction survey and deployed to 10,000 staff• Created myServiceBar solution – corporate Apple Genius Bar – delivered weekly as a pop-up• Created and established Major Incident Management process• Implemented responsibility & resource management matrix for Infrastructure resources• Drove deployment of SCCM for patching, application deployment and remote support• Conducted RFP for cloud based Call Management Solution to deliver National capability• Introduced daily Operational stand-Up meeting• Introduced daily Call & Ticket Management stand-up meeting• Created mySiteSupport solution to deliver remote site health check and onsite support for Medical Centres – including Red Cross Parcel campaign• Conducted RFP for Wifi remediation • Selected as Super Coach for myPulse deployment (new staff KPI / Objectives process)• Achieved Customer Satisfaction turnaround – January – September of 2.5/10 to 8/10

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 "pop up" MyIT Bars.Improved remote site IT support, taking customer satisfaction from 20% to 90%, including deployment of red cross parcels for IT consumables in non-head office locationsTransitioned twice to new Managed Services Provider over 4 yearsTransformed Onsite Support delivery through continuous improvement program and enhanced personal service and support delivery

• 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• Improved Operational Capability through workflow / process definition• Implemented new network provider across data centre and offices• Responsibility added for Applications operational delivery team• Identified revenue opportunity ($20k/m) for remedial work being done for free• Project Managed infrastructure relocation to new data centre• Project Managed transition of customer to new service provider• Singapore Office Secondment - Conducted Service Desk & Operations Health Check - Reviewed Outsourced Arrangement for 24x7 Support - Data Centre Strategy Review - Customer Liaison / Service Delivery Reviews

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 Operational Vulnerability Assessment• Delivered Failover Solution for Avaya PABX• Designed Network Contingency solution for offsite Data Centre• Co-ordinated Penetration Testing / Ethical Hack

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 new Work@Home ApplicationProject Managed infrastructure virtualisation for ANZProject Managed application deployment to New Zealand

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 Technical Services into Customer Orientated / Delivery Focused areaRestructured Technical Services - creating specific Service & Support groupsImproved Problem Management capability to No Open IssuesImplemented Web Conferencing Solution across 15 Business GroupsImplemented 24x7 Coverage and SupportReduced Help Desk tickets with Third Party Help DeskResolved 120 Severity 1 issues across the infrastructure and service deliveryImplemented IT Policies across organisationImplemented ITIL Based Change ManagementImplemented ITIL Service Continuity Framework across IT ManagementEnvironment incorporated 70 Sites, VMware, Citrix, 1000 EmployeesConsolidated CAPEX & OPEX Budget to $12mDeployed IM & Web Mail Across organisationProject Managed Data Centre Relocation - Optus to HomebushProject Managed Network Transition to consolidate Network with TelstraResolved Outstanding Microsoft Licensing situationResurrected and Completed Disaster Recovery Technical Infrastructure ProjectImplemented Communications Plan for Scheduled / Unscheduled OutagesImplemented Web Conferencing Solution across 15 Business GroupsPerformed Key Role in IT Outsourcing investigation / Decision Lead Opportunity to move to Google Apps from ExchangeDelivered Proof of Concept in Cloud Computing - Salesforce

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 team.Conducted Desktop Exercises to work through roles and procedures.Project managed successful Disaster Recovery Exercises for Day 1 critical applications.Router / Switch Refreshment across 24 sitesSystem Monitoring DeploymentDesktop Video Conferencing Solution DeploymentUpgrade Cisco VOIP and Call Centre SolutionDeploy System Fail Over / Disaster Recovery Solution for Cisco VOIP and Call CentreInfrastructure Refresh Program - $2.1m - network, desktop, laptop etc

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 / Telehousing savings of $160kProject managed global deployment of Active Directory & Exchange 2003Created "one network" for central supportIssued Business Planning Questionnaire to assist IT Strategic PlanningProvided Anytime, Anyplace, Anywhere" access environmentAchieved budget actuals within $2.5m budgetEstablished ASP Data Centre / Security EnvironmentDeployed wireless in National officesDeployed Active Directory, Exchange 2003 and national data network in ChinaImplemented Salesforce.com

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 documentationPlans, Operating Instructions, Environment Setup Created site specific Customer manuals - Used by customers when performing testsDeveloped Post-Mortem reportProvided non-emotional document to review "issues" on both sides of the disaster recovery test and create a resolution frameworkData Centre Acquisition in AdelaideResponsible for establishing disaster recovery services and infrastructure (Data & Voice) within acquired Adelaide Data Centre.Responsible for National IT service delivery - infrastructure and applicationsCall Centre Campaign establishmentClassic Blue Data Centres were used on numerous times by telemarketing organisations as overflow sites. This involved rapid setup and deployment for up to 100 positions for 12hrs a dayEstablished internal and external help desk to track calls and activitiesAttended customer meetings and gave presentations on data centre capabilities

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; Introduced Service Level Agreements for IT provided services providing benchmarks to measure our service delivery and effectiveness;Above initiatives saw Customer Service Centre "open" logs drop by 50%Provided technical configuration to replace outdated infrastructure in numerous areas / buildings improving performance and availability;Deployed Lotus Notes globally - USA / UK / NZ.Recruited 12 new people to department (as replacements) creating a "new team" with the required skill-sets and attitude to succeed;Implemented Project Tracking / Roadmap system to track IT Project activity across the various IT areas ensuring collaboration and early identification of issues eg. achieving deadlines;Implemented new engagement process for Development projects which has ensured we define and deliver customer requirements, whilst setting customer requirements;Established vendor relationships with primary providers of hardware and software enabling greater understanding and cooperation: access to new technologies;Identified cost savings of $1.7m through renegotiated contracts, inappropriate communications;Data Centre Acquisition - Consolidation strategy for Internet ServicesOperating model for Enterprise Monitoring Centre and HostingEstablished an IT Operating and Capital Expenditure budget

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 relocation of 600 personnel to new building.E-Mail - Converted organisation (regionally) from cc:Mail / HP Openmail to Lotus Notes e-mailY2K - project director for compliance across infrastructure (40% of total company effort)Developed and implemented regional support model for Asia Pacific offices.Implemented extension of Lotus Notes databases as Intranet - available globally.Developed and implemented Service Level Agreements with business units.Increased service level and professionalism across Infrastructure Services.Achieved 99.8% availability of network services.Implemented online purchasing system with preferred suppliers.Implemented Standard Operating Environment (SOE).Implemented Remote Access for e-mail, Notes and LAN/Mainframe services.Provided strategic direction and management of Infrastructure Services personnel.Established a Help Desk as centralised point of problem tracking and resolution.Reduced voice communication costs by $170,000 per annum.Implemented HP Openmail / cc:Mail across Australian and New Zealand sites.Installed UNIX based hardware utilised for in-house Client Server applications.Established Disaster Recovery (Warm) Site, including annual tests (successful).Introduced Lotus Notes technology to assist with IT and departmental re-engineering.Implemented Problem and Change management across Asia Pacific region.Control hardware & software budget of $10m pa.

Education record

Itil

Education record

ITIL V3 Foundation Certified