Matthew Parker Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

Brisbane

South Melbourne

• Matthew manages the relationship to the extent that he achieve trusted advisor status in the client’s eyes; this requires a sound understanding of the client’s business needs and technology strategy, as well as the associated Services delivery model• Accountable for ensuring Services are delivered in accordance with contracted arrangements and an achievement of a high degree of client satisfaction at all times• Drives delivery teams to ensure compliance with contracted obligations, including– SLA’s/KPI’s for agreements within the assigned portfolio,– Recurring contracted deliverables• Utilises the ITIL framework in all practices unless specifically excluded by a contract/client.• Identifies and influences/implements (as appropriate) delivery model improvements focussed on optimising the delivery model for the assigned portfolio; thereby returning value• Takes accountability for operational escalations and lead the business through to a resolution satisfactory• Clearly understands the sales strategy and commercial/contractual obligations

South Melbourne

Responsibilities:Management of the day-to-day functions of the Monitoring Team ensuring all contracted services are delivered and reported according to service deliverable and processesOwns delivery of a comprehensive Network Monitoring service nationallyOversee the event management and remote deployment of ITIL-aligned network monitoring toolset for 110 client networks including over 19000 network devicesResponsible for ensuring that all aspects of the Monitoring Team have standard, consistent processes and work instructions for all repeated tasksForm part of the MS Delivery Team Senior Management, focused on developing tactical and strategic plans for the growth and optimization of MS DeliveryConduct pre and post sales presentations of the Monitoring service to potential and current clients as well as internal stakeholdersCoaching and Mentoring 3 team leaders and 27 indirect reportsAchievements:Achieved SLA-driven KPIs year-on-year for: Incident ManagementEvent Management Deployment MACDsParticipated as lead Monitoring stakeholder from pilot and implementation through to completion and tuning of a major project to roll out new Monitoring Systems, built with more functionality to support more extensive infrastructure including routers, switches, firewalls, serversFacilitated development of Knowledge Base articles to document process regardingNetwork Monitoring Performance ReportingRemote device deploymentConfiguration ManagementNetwork Diagram creationImplemented career path strategy across the team to include:Monthly one-on-one catch-ups to assist with career planning, discuss training requirements and performance issues and feedbackRole/task rotations to ensure team stability, technology coverage of an extended business hours shift rosterAchieved zero team “churn” in financial year and facilitated the progression of team members into more senior and more technical roles.

South Melbourne

South Melbourne

Application support for MYOB suite of Accounting software

Dip Information Technology, Network Engineering

Ccna, Cisco Network Academy