Michael Mcrae Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Australia

Brisbane, Australia

Brisbane, Australia

The CRRDA leads the development, procurement and delivery of the Cross River Rail project.Short term contract role, providing Onsite support and managing the roll out of Windows 10 to all staff.

Brisbane, Australia

I led a Service Delivery team providing remote and onsite services to 1400 staff across Queensland for the Department State Development, Manufacturing, Infrastructure and Planning and Department of Infrastructure, Local Government and Planning.Planned and managed multiple software deployments , ensuring cost effective licencing solutions.Implemented solutions to increase effectiveness of team, increasing efficiencies and increasing customer satisfaction.

Bowen Hills, Brisbane

Resolution Technology is a Managed Services Provider supporting Small to Medium Enterprise customers.I managed a 3 tiered Service Centre, consisting of an Incident Manager, Service Desk, Desktop/Onsite support, and Infrastructure Services.I created, implemented and managed high level processes and procedures such as Incident Management and Change process.Implemented a Knowledge Management system to facilitate continuous service improvement for our customers.

Brisbane, Australia

ABB Enterprise Software, formerly known as Mincom, was a Managed Services Provider supporting Medium to Large Enterprise customers.I was responsible for managing the Service Desk and NOC team, consisting of 16 staff, supporting large industries and multiple Queensland Government departments.I implemented a Knowledge Management system that improved our first contact resolution rate to 85%.Our customer satisfaction survey was consistently 95-100% showing positive feedback.Phone handling Grade of Service where on average, 90-95% of calls were answered within 30 seconds.I also travelled to our international service desks to provide training in customer processes and Service Desk procedures.

Brisbane, Australia

Providing desktop support to medium to large enterprise clients and multiple government departments, ensuring incidents and service requests are managed in accordance with strict Service Level Agreements, and customer processes.

Brisbane, Queensland, Australia

Firstmac is Australia's largest non-bank lender with offices in Sydney, Melbourne, Brisbane, and Singapore. I provided first and second level desktop and mobile support to our Brisbane office.

Brisbane, Queensland, Australia

The AOT Group provides travel services in the Inbound, Corporate/Government and Leisure sectors throughout Australia, New Zealand and the South Pacific.I provided first and second level mobile and desktop support to our Brisbane and remote teleworker staff.

Sunshine Coast, Queensland, Australia

New Zealand

Co-ordinates and operates the Army's communication network nationally and internationally. Army signallers operate high-powered multi-channel radios, automatic telephone equipment and IT systems in addition to standard radios used by the rest of the Army.

Cooloolah Tafe, Systems Administration

• Diploma of Systems Administration • Certificate IV of Network Management • Certificate IV of Technical Support • Certificate III.

Education record