Michael Weare Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Drive implementation and continuous improvement of customer support management systems to include reduction of system inefficiencies, process development and improvement, training and communications. Organisation liaison to all feeder operations including field support, remote support, logistics planning, freight and warehouse, B2B and dispatch.

Brisbane, Australia

Expansion of area operations to include South Asia (India, Singapore, Thailand, Phillipines and Malaysia)

Brisbane, Australia

Provides business and operational leadership for the Australia and New Zealand Systems Support organisation. Manages execution of day-to-day business operations including planning, tracking, analysis, and reporting of business goals and strategic planning. Develops and drives compliance, forecasting and business reporting processes including productivity, finance and dashboards. Provides organisational communications and supports regional management capabilities to ensure business objectives are achieved. Owns process improvement through initiatives and promotes effective change management.

Act & Qld

Leadership of support teams in Queensland and The Australian Capital Territory, providing post- sales services to Oracle customers. The team consists of engineering and technical account management staff delivering best-practice support and customer delight through installations, onsite and remote hardware and operating system remediation, and operational, project and escalation management. Primary owner for national-level initiatives driving overall field productivity, customer satisfaction, sales lead generation and support readiness. Key Achievements:• Improved national productivity and utilisation metrics by 31% and 93% over 4 years.• Drive incremental successes in Sales Lead Generation over 3 years – US$2.3M à US$6.3M(177%), averaging 150% against targets.• Lead role for integration of staff from MICROS acquisition into Oracle JAPAC processes.• Exceeded operational margin targets on average 3.5% over 4 years.• Subject matter expert on operational processes and policies, and ANZ representative for businessoperations at the JAPAC level.

Brisbane, Australia

Manage Queensland service team of Field Engineers, Proactive Support Engineers and Service Account Managers to own and deliver customer success through hardware installation, onsite break/fix activities and account management. Provided overarching support services for Sun hardware (servers, disk, tape), operating systems, partitioning, OEM support for HDS, Cisco and Brocade, and integrated networking technologies.Key Achievements:• Through integration of StorageTek and insourcing field capabilities, reduced operating costs by20%.• Grew Platinum contract support revenues and customer base in region by 60% over 3 years.• Increased the attach rate and satisfaction of installation services by providing upskilled resourcesusing proven methodologies.

Brisbane, Australia

Manage the technical activities of a team of support engineers providing support on Sun Microsystems hardware and software. Provided scheduling of staff based resources to meet operational requirements including leave, work commitments, installations and standby/overtime rostering. Provision of pre-emptive and proactive activities to maximise system availability for named accounts and mission critical customers. Provision of technical expertise within Sun for pre-sales related issues.Key Achievements:• Provision of specialist skills within Sun Australia for HDS based OEM enterprise storage systemsand SunCluster software applications.• Perform quality audits as an internal auditor.

Brisbane, Australia

Provide high level systems support, covering hardware, software and networking to customers and peers, onsite and via telephone. Specifically, this included the provision of support directly to customers by planning and working to solve their technical needs, playing a primary role in the account management of Platinum accounts and providing technical expertise, often acting as an escalation point for technical issues within the state, providing advice and resolution strategies.Key Achievements:• Development of a technical executive summary document providing high level remediationrecommendations for customer systems.• Formation of a proactive virtual team to provide best-practice and enhanced onsite presence forkey accounts.

Brisbane, Australia

Reporting to the Director, ITS, manage and lead all aspects of the Telecommunications group providing all services for the integrated voice, video and data networks across Griffith University’s seven (7) south-east Queensland sites. This included responsibility for 18 professional telecommunications staff and some 6,500 node devices in use. Specifically, this incorporated:• Responsible for financial budgets (capital and recurrent) including revenue-generating accounts (budget $2.5M per annum).• Management of the day-to-day operations of the University communications infrastructure.• Management of major infrastructure projects at all levels including design, tender documentation and evaluation, negotiation, GITC contract preparation, and installation within a quality controlframework.• Development of strategic business and infrastructure plans, policies and proposals in line withUniversity direction.• Provision of expert advice through consultation with all levels of the University communityregarding ongoing requirements and developments.Key Achievements:• Introduction and major deployment of CISCO VOIP telephony technology into the Universityenvironment. This was one of the first implementations into Australia.• Transition from ATM networking backbone to gigabit Ethernet infrastructure.• Implementation of private microwave ATM network to link Brisbane to southern campuses.

Brisbane, Australia

Manage and coordinate the operational services of the University’s data communications networks to provide a high quality service. The role included :• Technical network design, development and implementation.• Network management and capacity planning.• Implementation of new network technologies and standards.• Development and streamlining of services, policies and procedures.• Provide consultative technical advice on telecommunications issues.• Coordinate a group of technical support staff through managed performance objectives.• Research new technologies for innovation.

Brisbane, Australia

Manage and coordinate the services of the Corporate Computer Systems group, incorporating first line support for day-to-day operations of the University’s corporate UNIX servers. This included coordination of 6 UNIX systems administrators and 4 computer operators, and overall management of approximately 60 Sun UNIX servers across multiple sites. Work included:• Provide group direction through performance objectives.• Management and administration of the University Corporate UNIX server systems.• Utilise capacity planning and performance tuning methodologies to provide excellent service.• Provide strategic management to enable forward direction of systems and staff.• Utilise project and systems management skills to plan and implement system integration withinthe University.• Manage financial budgets for the group.• Provide consultative technical advice on UNIX related issues.

Brisbane, Australia

Provided specialist advice and support for computer and network security within the University. The role combined traditional UNIX systems administration with technical security programming and procedures. In this role, I also had a close working relationship with AUSCERT (as a founding member) in developing a communications network for the provision of advice and expertise in computer security. Development and introduction of formal security policy within the University.

Brisbane, Australia

Involved the delivery of training courses for the Griffith University Sun Authorised Training Centre and provided systems management and administration of the University central corporate UNIX server systems, utilising skills in the SunOS and Solaris operating systems.

Brisbane, Australia

Provision of installation, configuration, and maintenance of local area networks and workstations (PC, Apple Macintosh and UNIX-based X-Terminals) within the Information Services division. Management of file and print server infrastructure for use within the division. Much of this time was also responsible for providing application support of the University library system in a PICK based (UniVerse) environment, running under Sun Solaris.

Brisbane, Australia

Installed, maintained, and supported computing resources within the centre. This required the management of Apple Macintosh based server and network infrastructure as well as VAX VMS based systems. I also developed in-house software systems to interpret and analyse survey data using a variety of software products including Omnis relational database and Pascal.

Canberra, Australia

As a member of a project team, developed PLI/VSAM indexing software for the input and processing of the 1991 Census of Population and Housing on Fujitsu M-series FACOM mainframes. Developed skills using PL/1, JCL, JOL and ADABAS-Natural DBMS.