Michael Knijnikov Email & Phone Number

Sydney, New South Wales, Australia

The primary responsibilities of this role include:• ICT Infrastructure team management. • Ownership and management of ICT infrastructure ticket queue and ICT equipment stock.• ICT CAB and change management process. (ICT change manager)• ICT operations project life-cycle management and delivery.• ICT continuity and risk management.• Escalation and management of major ICT incidents.• Maintenance of ICT policies, standards and procedures.• Management of ICT operational reporting.• Delivery of high quality customer ICT experience.Achievements:• Introduced and implemented IT Service Catalogue with defined IT services, owners, customers and chargeback metrics to cost centers.• Successfully delivered a number of ISO 27,001 standard controls including; multifactor authentication deployment on critical systems, biannual user access review process, VPN deployment and new procedures for P1, biannual license audit and application update processes.• Implemented call recording setup at select NSWBC call centers standardising call center operations.• Automated holiday messaging at NSWBC call centers.• Automated IT infrastructure updates including; network devices, servers and EUC.• Created new processes for asset and ticket management, improving security and reduced aged tickets in internal and vendor queues by 40%• Created new IT operational reporting process focusing on IT infrastructure, IT service continuity, IT operations, stock levels, cybersecurity and IT changes.

Sydney, Australia

The primary focus of this role was to manage the work program of the IT department. The role responsibilities included:• Management and formulation of information technology strategies, policies and plans.• Maintenance and development of IT Architecture for the organisation.• Management of IT infrastructure and development projects.• Management of information technology operations, integrating computer hardware, operating systems, communications, software applications and data processing.• Ensuring security of IT infrastructure and company data.• Management of the IT budget, expenditure and oversight.• Recommendation and implementation of technology driven improvements.• Management of Office 365 suite, server software and associated backup routines.• Management of IT project lifecycles and end user training.• Procurement of IT hardware, software and services.• Responsible for the recruitment and training of IT staff.• Responsible for documentation of ICT procedures and disaster recovery.• Maintenance of change documentation related to users, functions and systems.Achievements:• Reduced annual budget technology costs by 21% via waste elimination and IT standardisation.• Developed IT strategy and introduced IT disaster recovery plan to ensure business continuity in event of multiple, IT infrastructure and system failures.• Upgraded obsolete point of sale and inventory systems enhancing revenue generation of retail and venue departments.• Migrated telephony from PABX to cloud, reducing annual telephony costs by 30%.• Upgraded Microsoft Dynamics Great Plains10 finance system to the latest version, eliminating the software obsolescence risk to business.• Managed organisation wide privacy project, tightening security of sensitive data.• Managed multiple IT project lifecycles, deploying new systems that supported business strategy and enhanced business operations.

Responsibilities:• Managed IT service desk and IT service desk coordinators on IT projects and daily IT operations.• Managed IT project lifecycles delivering new systems and developed IT infrastructure that improved organisational efficiency.• Managed server OS, software and associated update and backup routines.• Managed resolution of software and hardware issues impacting IT infrastructure.• Managed IT vendors, suppliers and service providers. (including setup of new services and contract negotiations)• Created and modified a range of organisational IT procedures and policies to deliver more efficient services to the organisation and staff.• Initiated and participated in IT security projects to bring the organisation into PCI compliance.• Verified IT license usage against organisational requirements.• Supervised IT equipment procurement and distribution.• Supported 9 sites around Australia with 200+ staff.Achievements:• Redeveloped organisational email infrastructure improving speed of email distribution and delivery. Introduced email continuity and archiving solution to bring the organisation into email continuity compliance. Introduced email filtering solutions that reduced spam and malicious email receipt by 90%.• Facilitated handover of mobile phone management function from the National Finance Unit to the Information Systems Unit. Built in-house mobile device management infrastructure for mobile phone administration and support.• Managed successful server farm upgrades and data centre relocation.• Managed successful deployment of outbound call centre in the head office.• Introduced mobile device management, system administration, IT assets, licensing and IT operations auditing procedures.• Initiated, lead and managed over 60 IT projects improving organisational IT infrastructure, server, networking and telephony systems and provided recommendations to senior management on further improvement of organisational efficiency.

Sydney, Australia

Responsibilities:• Provided systems administration and senior support (3rd level support escalations) for organisational IT infrastructure.• Supported nine sites around Australia with over two hundred staff.Achievements:• Setup service for the banking certificate deployment and connection via banking API. Used Xcom and PGP software for secure connection and encryption.• Successfully managed upgrade of all servers in the data centre from Windows 2000 server OS to Windows 2003 server OS.

Sydney, Australia

Responsibilities:• Provided systems administration and IT support for organisational IT infrastructure.• Supported twenty seven sites around Australia with over one hundred and sixty staff.Achievements:• Deployed key organisational infrastructure including CRM and knowledge management systems, that leveraged and improved organisational efficiency.• Deployed and managed organisational mail server running Linux OS.• Deployed strategic company assets (such as RBMware) in the centralised environment to improve efficiency of business operations.• Initiated, lead and participated in over a dozen IT projects improving organisational IT infrastructure, server and networking systems. This included an upgrade and data migration project of enterprise Novell and Microsoft Windows NT systems to Microsoft Windows Server 2003 environment.

Master Of Business Administration (Mba)

• Managing People and Organisations • IT and Organisational Performance • Accounting and Financial Management • Marketing Management •.

Master Of Information Technology Management

• Information Systems • Professional Practice in IT • Project Management • Professional Services in IT • Understanding IT innovation •.