Michael Gruber Email & Phone Number

Sydney, Australia

Working in the Restoration Control Centre for Optus Business as a Major Incident Manager. Responsible for the timely restoration of major incidents impacting Optus' commercial business clients. Based in the Optus Network Management Centre the role provides a vital link between infrastructure and carriage support teams.

Monterey, New South Wales, Australia

Responsible for the design and maintenance of an eCommerce website with a global customer base, managing vendor relationships, and providing product support.Key Achievements• Implemented school incursion service in 8 weeks called “Robot Riot” for event organizer Fun Day Out. Achieved 100% bookings and 250% ROI in the first quarter of 2015, visiting 25 vacation centers and entertaining over 1300 children.• Worked with the NSW Power House Museum to create an interactive robot activity for the 2015 Sydney Mini Maker Faire which included the launch of the Australian Robot Boxing League.• Promoted RoboteShop on national television as part of an interview conducted by Miriam Corawa of ABC News 24 Weekend Breakfast program for the 2015 Sydney Mini Maker Faire.• In less than 72 hours, designed and implemented a team-building workshop for the Sydney City Council for 120 participants that targeted team collaboration, and the development of communication, basic project management, resource management and problem-solving skills.Increased sales by composing and presenting a robot education workshop for children in association with the Power House Museum of NSW.• Improved vendor relationship by being sponsored to attend the Korean robot expo by the Korean Robotic Association.• Improved corporate image by receiving the School Education Expo Most Interactive Booth award for developing an exciting and animated display.• Reduced assembly errors by editing the user manuals from high-context societies to fit the western culture.• Created new markets across 4 continents by converting leads translated from non-English speaking backgrounds.• Reduced costs by negotiating a low cost, pay per seat, venue hires agreement.• Negotiated contracts with suppliers (International robot manufacturers, programmers, web and graphic designers).• Hired and trained field workers to deliver robotic based services.

Mascot, New South Wales, Australia

Responsible for global Service Integration and Management ( SIAM ) and organize vendors ( Amadeus, Fujitsu, IBM, Tata Consultancy Services, Tech Mahindra, Telstra, SITA ) to collaborate and work together under common service management principles ( incident management, problem management, change management ). Manage critical situation incidents and process improvement consultant to Qantas.Key Achievements• Improved efficiency of the on-call support knowledge repository by designing and implementing a standard to store on-call support information. Automatically display supporting documentation and a support matrix by service. Increased accountability on vendors by enabling them to maintain their own data. • Reduced downtime of a number of critical situation incidents by establishing and implementing a structured recovery and communication plan.• Saved time by eliminating manual tasks related to events by designing and implementing an improved Event Management process.• Reduced the number of risks in the run space by increasing the scope of operational reporting to capture post-incident housekeeping activities.• Managed a team of 5x Incident Managers, 2x Change Managers, 1x Problem Manager

Baulkham Hills, New South Wales, Australia

Responsible for managing all aspects of infrastructure, including but not limited to building operations and security access. Central escalation point for all technical, business and vendor teams both nationally and internationally. Perform major incident and critical situation management for all high priority incidents.Key Achievements• Raised efficiency of service desk staff by empowering them to be self-managing by mentoring them on incident management procedures.• Reduced incident restoration downtime by improving morale of after-hours support team members by acknowledging the sacrifices they make to maintain systems.

Mascot, New South Wales, Australia

Responsible for reducing impact IT services have on flight delays and internet reservations by organising multiple technical groups with varied capabilities across multiple geographies and cultures to develop restoration plans and communicate progress to non-technical stakeholders.Key Achievements• Awarded the A/NZ Client Innovation award for improved quality of senior management communications and eliminated unnecessary procedures by cost-effectively developing and implementing an automated telephony messaging system that consolidated 6 information repositories.• Reduced costs attributed to midrange service levels by significantly reducing false alerts by conducting an analysis on incidents related to server threshold breaches.• Reduced costs attributed to communication service level breaches by preparing a report with an alternative interpretation of the client service agreement.• Raised efficiencies that reduced communication errors by implementing a standard for documenting status of long running incidents during handover between teams.

Baulkham Hills, New South Wales, Australia

Responsible for reducing impact IT services have across 40 client organisations by organising multiple technical groups with a varied range of disciplines across multiple geographies and cultures to develop restoration plans and communicate progress to non-technical stakeholders.Key Achievements• Raised efficiency in project management communication by developing and implementing an action tracking tool.

Baulkham Hills, New South Wales, Australia

Technical role responsible managing mainframe / midrange server and network systems, implementing changes, controlling disaster recovery and preparing reports.Key Achievements• Flown to Beijing / China to receive the IBM Excellence award for reducing staff costs by 60% through a program that replaced a number of system operator duties with automation.• Awarded the IBMGSA Achievement award for reducing the risk of operator error by developing and implementing an index and layout standard for mainframe procedures.• Improved delivery of introduction of new services by designing a batch software documentation standard.• Improved training and reduced costs by designing and conducting a 2 day mainframe induction course and student handbook for 4 teams.

Sydney, New South Wales, Australia

Managed all aspects of the design and implementation of the LoanAlert software, training, and customer support.Key Achievements• Increased sales by being recognized as the industry standard for vendor finance management.• Elected the position of President of the Australian Vendor Finance Association for being known as a well-spoken person with integrity.• Improved training by composing and presenting the Australian Vendor Finance Association member meetings that were 3 hours in length and hosted each quarter in 5 states.• Formulated a best practice system for vendor financiers with the Chairman of the Australian Consumer Credit Code and industry leaders. • Negotiated contracts with suppliers (International robot manufacturers, programmers, web and graphic designers).

Baulkham Hills, New South Wales, Australia

Managed operational functionality of the reservation, check-in and freight systems including staff training.Key Achievements• Performed the successful live system migration of the Unisys mainframe systems from Hong Kong to Sydney which included the merging of two data centers.

Wynard, New South Wales, Australia

Performed a broad range of roles and gained fundamental experience in mainframe and midrange operation, networking (LAN and WAN) and Service Desk. Key Achievements• Managed a team of 3 direct reports.