Michael Szuster Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

• This position is responsible for leading the onshore IBM Collaboration team (10 staff) and integrating the off-shored Collaboration team (25 team). The other component of the role was the Service Delivery lead role.
• Management and mentoring of a team of Technical Collaboration Support Professionals across Australia and India
• Focused on process improvement strategies and operational success
• Personally involved and championed the 3-2-1 program where we have managed to move many basic support functions from level 3 to level 1 support (Service Desk).
• Travelled to New Delhi to enhance and consolidate the process knowledge gained by off-shored staff.
• Responsible for the service restoration of company critical applications. Activities involved attending CRITSIT (critical situation) meetings once a high severity incident had been identified, problem management to.

Melbourne, Australia

• Team Leader of the Exchange Engineering Services team that specializes in the provision of advanced collaboration solutions for applications that assist in the sharing and transfer of data and services. Such.
• Responsible for the management of a team of 10 that delivers collaborative solutions such as Email, Mobility (BlackBerry), Office Communicator and Faxing services in Australia on the BHPBilliton account
• Global Product Owner (Subject Matter Expert) for Collaborative Services delivered on the BHPBilliton account.The main responsibilities of the role were:
• Lead the MDS Collaborative Engineering Services Team in the provision of advanced collaborative services for all Exchange and collaborative related services.
• Product Lead for BlackBerry service sold to BHPBilliton and BlueScope Steel.
• Responsible for effective monitoring, maintenance and management reporting strategies and processes for the Microsoft Exchange Environment.

Melbourne, Australia

• To ensure the operational and financial success of BHP's Global Messaging infrastructure (25,000 users), and to be the focal point for inquiries from:Customers (existing and potential), the BHP Information Systems.
• Ensuring the provision of the highest standard in delivery of the service through a team of 15 permanent and contract staff;
• Defining and maintaining the financial model of the service;
• Regularly monitoring and reporting on the financial performance of the Service with regard to revenue and expenses;
• Determining and implementing cost reduction initiatives with reference to the delivery of the service and industry benchmarks;
• Seeking methods of improving operational aspects of the service;