Responsible for establishing and developing policies, processes and procedures to ensure any modification or transitions to the TAFE live operational environment, meets the agreed expectations of business, customers and users. Plan and manage the assessment, analysis, development, documentation, implementation and integration of all IT system changes.Evaluate risks to the integrity of the TAFE live operating environment and ensure effective control and treatment of the risk to… Show more Responsible for establishing and developing policies, processes and procedures to ensure any modification or transitions to the TAFE live operational environment, meets the agreed expectations of business, customers and users. Plan and manage the assessment, analysis, development, documentation, implementation and integration of all IT system changes.Evaluate risks to the integrity of the TAFE live operating environment and ensure effective control and treatment of the risk to the availability, performance, security and compliance of the business services. Show less

• Assisting in undertaking a range of flexible operational and business analysis activities to support the Service Lifecycle Group in delivering a range of services including demand management, asset management, transition and change and Service Catalogue. • Building and maintaining effective relationships with stakeholders, acting as point of liaison between customers, cross-functional internal teams and the Service Lifecycle group to ensure all service offered enable business… Show more • Assisting in undertaking a range of flexible operational and business analysis activities to support the Service Lifecycle Group in delivering a range of services including demand management, asset management, transition and change and Service Catalogue. • Building and maintaining effective relationships with stakeholders, acting as point of liaison between customers, cross-functional internal teams and the Service Lifecycle group to ensure all service offered enable business transformation and growth. • Contributing to the development of methods, tools and documentation to support the appropriate lifecycle service phase. • Identifying, investigating and resolving problems throughout the lifecycle stages to support stakeholders and service owners with strategic alignment between organisational and business strategies, policies, processes and procedures. • Working in collaboration with the Senior Service Lifecycle Analyst undertaking qualitative and quantitative research to identify trends and best practice in order to assist with determining priorities for business process improvement. • Supporting implementation of stakeholder engagement and communication plans to facilitate regular service delivery feedback and the collection and dissemination of relevant information • Assisting in evaluating the quality of project outputs against agreed service acceptance criteria and perform audits to check the accuracy of information undertaking any necessary corrective action. • Collaborating with geographically dispersed teams and provide support across TAFE NSW locations and services. Show less

Responsible for establishing and maintaining the TAFE NSW Service Catalogue of available services and negotiating with the business a range of service level requirements and agreed levels.Ensured accuracy of the ServiceNow Configuration Management Database (CMDB) through Service definition and Service mapping of critical information across all platforms and environments.

• Provided 2nd tier support to solve 20+ customer issues on a weekly basis to customer satisfaction whilst meeting Service Level Agreement (SLA) timeframes.• Provided on-site and remote IT support to 8 Sydney region campuses containing over 6000 desktop PCs.• Provided dedicated IT support to 5 TAFE NSW campuses (Petersham, Randwick, Annandale, Marcus Clarke, and Burwood AMEP) consisting of 160 classrooms and over 1000 desktop PCs.• Installing, configuring, and troubleshooting ICT… Show more • Provided 2nd tier support to solve 20+ customer issues on a weekly basis to customer satisfaction whilst meeting Service Level Agreement (SLA) timeframes.• Provided on-site and remote IT support to 8 Sydney region campuses containing over 6000 desktop PCs.• Provided dedicated IT support to 5 TAFE NSW campuses (Petersham, Randwick, Annandale, Marcus Clarke, and Burwood AMEP) consisting of 160 classrooms and over 1000 desktop PCs.• Installing, configuring, and troubleshooting ICT infrastructure across Sydney Region TAFE NSW for educational, staff, and corporate environments.• Maintained the IT equipment warehouse asset registry consisting of 1500 PCs, monitors, and laptops. Show less

• Acted as team leader and managed the Sydney Institute Field Support team of 10 staff.• Coordinated team projects and delegated tasks and responsibilities to staff.• Organised resources to action urgent and high priority tickets from the Field Support ServiceNow queue.• Managed IT assets and the deployment of equipment from the secure store (IT equipment warehouse).• Conducted regular team meetings to encourage collaboration, address concerns, highlight issues and brainstorm… Show more • Acted as team leader and managed the Sydney Institute Field Support team of 10 staff.• Coordinated team projects and delegated tasks and responsibilities to staff.• Organised resources to action urgent and high priority tickets from the Field Support ServiceNow queue.• Managed IT assets and the deployment of equipment from the secure store (IT equipment warehouse).• Conducted regular team meetings to encourage collaboration, address concerns, highlight issues and brainstorm solutions. Show less

• Provided solutions to customer ICT issues and problems.• Provided dedicated IT support to Randwick TAFE campus and the first point of contact for IT related issues for that campus.• Collaborated with the Computer Assets Group (CAG) to replace staff desktop PCs across Sydney Region of TAFE NSW.• Operated in the Fleet Management team to install and configure desktop PCs for educational and staff environments.• Installed and configured Virtual Desktop Infrastructure (VDI) as part… Show more • Provided solutions to customer ICT issues and problems.• Provided dedicated IT support to Randwick TAFE campus and the first point of contact for IT related issues for that campus.• Collaborated with the Computer Assets Group (CAG) to replace staff desktop PCs across Sydney Region of TAFE NSW.• Operated in the Fleet Management team to install and configure desktop PCs for educational and staff environments.• Installed and configured Virtual Desktop Infrastructure (VDI) as part of the VDI delivery project across Sydney Region TAFE NSW.• Performed IT procurement using SAP to generate purchase orders for projects, invoices, and normal operational tasks. Show less

• Installed, configured, and troubleshot desktop PCs, laptops, printers, and mobile devices in staff and educational environments.• Provided technical support to Sydney TAFE Openscape call centres.• Configured Siemens PABX HiPath4000 for telecommunication issues.• Identified and resolved customer issues using the Remedy helpdesk system.• Performed IT procurement tasks using SAP and coordinated purchase orders and deliveries for the IT Technology Services team.• Coordinated… Show more • Installed, configured, and troubleshot desktop PCs, laptops, printers, and mobile devices in staff and educational environments.• Provided technical support to Sydney TAFE Openscape call centres.• Configured Siemens PABX HiPath4000 for telecommunication issues.• Identified and resolved customer issues using the Remedy helpdesk system.• Performed IT procurement tasks using SAP and coordinated purchase orders and deliveries for the IT Technology Services team.• Coordinated tech talks in Moodle for the IT Technology Services team. Show less

• Managed the Sydney TAFE telecommunications network consisting of 8 campuses and over 2000 landline phones.• Provided telecommunications support to the ICT Service Desk and the HR Helpdesk.• Configured Siemens PABX HiPath4000 according to customer telecommunication requirements.• Performed troubleshooting using the Siemens PABX HiPath4000.• Liaised with vendors and coordinated installations and repairs to the telecommunication system.• Managed the Sydney TAFE mobile device… Show more • Managed the Sydney TAFE telecommunications network consisting of 8 campuses and over 2000 landline phones.• Provided telecommunications support to the ICT Service Desk and the HR Helpdesk.• Configured Siemens PABX HiPath4000 according to customer telecommunication requirements.• Performed troubleshooting using the Siemens PABX HiPath4000.• Liaised with vendors and coordinated installations and repairs to the telecommunication system.• Managed the Sydney TAFE mobile device fleet and billing system for over 300 mobile devices. Show less