Michelle Batchelor Email and Phone Number

In conjunction with my previous position, additional responsibilities to own and manage all aspects of the Modern Workplace were also included. My team expanded to managing 10 direct reports. See below key functional accountabilities. • Provide architectural direction, governance, and security best practices across all aspects of Sydney Airport’s EUC Fleet leveraging Microsoft Device Management (Azure/Intune/Autopilot) and System Centre Configuration Manager. • Provide architectural… Show more In conjunction with my previous position, additional responsibilities to own and manage all aspects of the Modern Workplace were also included. My team expanded to managing 10 direct reports. See below key functional accountabilities. • Provide architectural direction, governance, and security best practices across all aspects of Sydney Airport’s EUC Fleet leveraging Microsoft Device Management (Azure/Intune/Autopilot) and System Centre Configuration Manager. • Provide architectural direction, governance, and security best practices across all aspects of Sydney Airport’s Collaboration Strategy leveraging Office 365 Solutions, Video Conferencing and Telephony throughout the Airport. • Design and deliver continuous business improvement processes to automate and orchestrate tasks leveraging Service Now and other Modern Device Management tools.• Ensure Sydney Airport’s workforce is productive, flexible, collaborative and high-performing through the provision of appropriate collaboration and end-user technology (EUT) platforms – including Intranet, workspaces, extranets, collaboration (content sharing, IM, voice/video, meeting rooms, etc.), file sharing, desktop applications, telephony and end user computing devices such as laptops, desktops and mobile devices.• Develop and deliver appropriate end-user training / induction / development programs to support the appropriate development of corporate knowledge and skill.• Ensure corporate EUT devices are managed, maintained, and supported using a customer-centric approach that also supports Sydney Airport’s cost, governance and risk requirements (eg. Regular patching and version updates)• Manage system lifecycle including availability, integrity, security and system upgrades.• Manage the performance of vendors and service providers to constantly improve service outcomes and cost efficiencies.• Manage delegated opex and capex spend against budget and forecast as required. Show less

As a trusted partner and advisor, I work with internal and external stakeholders to generate ideas and solutions that improve our business, support customer outcomes, and create commercial opportunities. My Key Responsibilities include:• Establish and maintain high-quality and metric-driven technology service outcomes for the business by working across both the Sydney Airport Technology Services and Infrastructure teams.• Manage a highly effective Service Desk of four that delivers… Show more As a trusted partner and advisor, I work with internal and external stakeholders to generate ideas and solutions that improve our business, support customer outcomes, and create commercial opportunities. My Key Responsibilities include:• Establish and maintain high-quality and metric-driven technology service outcomes for the business by working across both the Sydney Airport Technology Services and Infrastructure teams.• Manage a highly effective Service Desk of four that delivers high quality and efficient first and second level IT support services to internal and external Sydney Airport customers – especially through:o Timely and effective resolution and management of IT incidents,o Timely and efficient completion of IT service requests, ando The competent management of IT problems through to completion.• Demonstrate and embed a strong customer service focus – in particular, lead a team committed to clear communication, customer expectation management, and delivering to agreed service outcomes. Our customer focus is strongly aligned with the values of the broader airport.• Design and develop ServiceNow processes following the ITIL Methodology with our Service Delivery Partner. I also manage this relationship from Commercial and Service Delivery perspective.• Work with other business units on opportunities to improve commercial and service outcomes using technology.• Contribute to the selection and management of performance of key technology vendors, and their contributions to service delivery as well as owning and managing key relationships with these Stakeholders. Show less

As the Lead Engineer for End User Computing within the Stores Infrastructure Engineering team, I am primarily responsible for the Design, Operation and owner of Strategic Direction of the management 50,000 critical endpoints across all trading business units as well as assist in the support of day-to-day engineering operations across our Workstation and Point of Sales Systems. My Key Responsibilities include:Core Deliverables:• Designed, delivered, and transformed the management… Show more As the Lead Engineer for End User Computing within the Stores Infrastructure Engineering team, I am primarily responsible for the Design, Operation and owner of Strategic Direction of the management 50,000 critical endpoints across all trading business units as well as assist in the support of day-to-day engineering operations across our Workstation and Point of Sales Systems. My Key Responsibilities include:Core Deliverables:• Designed, delivered, and transformed the management of the Windows 10 Environment in stores to being fully managed using SCCM across 3,500 sites. I am responsible for implementing an automation framework for Workstation Imaging, Application Deployment, Software Updates and Configuration Baselines for 50,000 Workstations across all banners.• Designed and Implemented backup solution for Store Servers using Veeam and Windows 10 to ensure Store Servers are compliant and restored that has been deployed to 3,500 Stores.• Contributed to Active Directory and Stores Domain design to use Group Policy to secure and customize Window 10 endpoints. This includes designing, documenting, and creating Group Policies to manage Windows 10.Proof of Concept Initiatives (Architecture & Innovation)• Design and implemented a Proof of Concept to demonstrate how Windows 10 Industry and Store Devices could be fully deployed and managed using VMWARE Workspace One UEM. • Contribute to the evaluation of new products and tools against required capability and advise how these services can benefit the operations of the business. This includes evaluating Printers, Scales, and other handheld peripherals as well as the implementation and adoption of other Digital platforms such as Scan and Go, People Counting Cameras and Self Serve Click and Collect kiosks Show less

• Responsible for the management of Managed Services Contract with Fujitsu. I managed 16 team members across Tech Bar, Service Desk and Deskside Support. Key responsibilities included that tickets were resolved within the contracted SLA and to resolve any escalations that were in breach of this SLA in a timely manner. Key achievement was designing and implementing White glove support process for VIP Customers in our business (including CCA Board and GLT Members)• Administer VMWARE AirWatch… Show more • Responsible for the management of Managed Services Contract with Fujitsu. I managed 16 team members across Tech Bar, Service Desk and Deskside Support. Key responsibilities included that tickets were resolved within the contracted SLA and to resolve any escalations that were in breach of this SLA in a timely manner. Key achievement was designing and implementing White glove support process for VIP Customers in our business (including CCA Board and GLT Members)• Administer VMWARE AirWatch for MDM enrolled IOS Devices for fleet. Manage Vendor relationship with VMWARE and resolving issues that are escalated from these Vendors within the agreed SLA.• Provide Architectural Governance and Direction to Responsible for management and implementation of Windows Autopilot/SCCM Co-Management Build process and Intune policies through Azure Active Directory to champion centralizing Amatil’s End User Experience to ensure a consistent support and technology approach across the region.• Maintain vendor relationship with Lenovo across the Asia Pacific region and ensuring procurement and delivery of hardware was completed within the contracted SLA. • Responsible for technical ownership of Video Conferencing Infrastructure within the Group and ensuring managed service supporting Video Conferencing equipment was met throughout the region.• Ownership for all aspects of Software Asset Management and manage Vendor relationship with Microsoft and Dimension Data. Key responsibilities include managing Office 365, Azure Active Directory Tenant, licensing, and annuity activities across the business within a cost-effective manner.• Responsible for the management of key relationship with Telstra and resolving issues with supply in a timely manner.• Manage vendor relationship with Canon to ensure Fleet and Consumables were administered and maintained in adherence within the contracted MSA and Service Level Agreement. Show less

• Ownership of Administration and Maintenance of System Centre Configuration Manager Infrastructure across enterprise• Ownership of all SOE Design and Maintenance of Client Environment to ensure clients are secure and updated using SCCM 2012• Ownership of Administration and Maintenance of Active Directory and Group Policies relating to End User Devices to ensure consistent delivery of settings across enterprise.• Designed and implemented Citrix XenApp Solution for published Desktop… Show more • Ownership of Administration and Maintenance of System Centre Configuration Manager Infrastructure across enterprise• Ownership of all SOE Design and Maintenance of Client Environment to ensure clients are secure and updated using SCCM 2012• Ownership of Administration and Maintenance of Active Directory and Group Policies relating to End User Devices to ensure consistent delivery of settings across enterprise.• Designed and implemented Citrix XenApp Solution for published Desktop for use in critical areas of the Casino Business to ensure consistent desktop delivery.• Ownership of Administration and Maintenance of Office 365 Tenant to ensure mailboxes are healthy, archived and licenses were available for users.• Manage Vendor relationship with Dell and ensure smooth transition of new devices into the Enterprise.• Ownership of aspects of the Software Lifecycle of Business and Corporate Application upgrades on a regular basis within the business. • Responsible for the Packaging of Applications for Deployment using Microsoft App-V, SCCM and create Application Packages using AdminStudio Tools and managing software lifecycle for all applications within enterprise.• Key Technical Project resource on Client Facing projects. Accomplishments include managing Windows XP to Windows 7 Implementation, Office BPOS to full Office 365 migration and managing the Windows 7 to Windows 10 Migration Show less

• Technical ownership of End User Computing Architecture, design, and governance within the APAC and EMEA Region. This included standardization of Hardware provider, Provisioning of devices, governance relating to Active Directory, Remote Desktop Tools, and standardization of offices to ensure a consistent working environment. • Contributed to the design and implementation of Client Security Governance. Key achievement: Designing and implementing a Windows Update Standard globally and… Show more • Technical ownership of End User Computing Architecture, design, and governance within the APAC and EMEA Region. This included standardization of Hardware provider, Provisioning of devices, governance relating to Active Directory, Remote Desktop Tools, and standardization of offices to ensure a consistent working environment. • Contributed to the design and implementation of Client Security Governance. Key achievement: Designing and implementing a Windows Update Standard globally and consolidating several Anti-Virus Clients to one solution.• Designed and implemented Citrix XenApp Solution for published Desktop and Application Delivery for remote sites and users for Asia Pacific region.• Contributed to the design and upgrade of Windows XP to Windows 7 and centralizing SCCM Architecture globally to ensure that a consistent user experience was achieved. I also contributed to the design and implementation of hardware pre-provisioning globally Show less