Gary Elliott Email & Phone Number

Sydney, Nsw, Au

Sydney, Australia

Accomplishments:Delivered customer satisfaction improvements by managing and remediating major outages to core business applications. There were 4 core application outages in my first week, currently there are less than 4 minor service disruptions per yearImplemented ServiceNow; tracking requests, incidents, cases, changes, assets, improved reporting, workload balance, prioritisation, KPI’s, SLA’s, resolution times, escalations, service consistency, service catalogueEstablished Intune autopilot, delivering laptop builds quicker and more consistently, ability to remotely update and manage fleet, improved SOE stability and improved the ‘new user’ onboarding experience, updated the hardware to include biometric, NFC and embedded SIM features ready for the next phase of IAMInsourced a helpdesk, created a team, created rosters, created engagement processes (email/phone/portal) and compared the user satisfaction before and after and ongoingImplemented cableless Teams rooms, using Logitech RallyManage IT services for Head Office relocations (x2)Migrated Asset, knowledge and incident management to ServiceNowImplemented Microsoft Virtual Desktop, deprecated the terminal server serviceImplemented MDM and MEM for the fleet of laptops and mobilesProcured, implemented and trained user with a large digital whiteboardUpgraded SOE fleet from win 8.1 to win10AD forest upliftCentralised code repositories and managed the Azure DevOps portalHelped the HR team to implement the ServiceNow Employee Service CentreImplemented organisation mailbox archivingCreate and update controls for IT process and procedures and created artifacts for Auditing IT activitiesPerformed cost optimizationprocessing of IT invoicesEmployee performance reviewManaging, implementing Azure Intune policies, Intune configurations, Azure conditional access rulesvoting member of CAB, communications to business for planned change outages1st, 2nd and 3rd level and afterhours emergency support

Australia ++

I am the Technical and Productivity Lead for a start-up company that has teams in different global locations. My role with the company is to scope, design, develop and manage the implementation of a new cloud only platform for a targeted demographic of customers. Secondary business objective is work with a small team spread across New South Wales, Victoria and the Philippines to develop content & too provide support for an existing application that provided business suite services for small to medium sized organisations.• Scoping & designing a cloud only application to provide business suite services.• Co-ordinating platform builds• Designing and populating demonstration builds for sales activities• Assisting users with Hardware and software issues • Managing the O365 platform. Including the Office365 application suite and O365 SharePoint. • Maintaining the weekly performance reports across the business.Project on Hold. Funding was constricted due to outside influences

North Sydney, Australia

From March 2018, I am the Service Delivery manager for Invocare. My team of 8 is comprised of 4x customer support engineers who provide first call resolution, 2x Lvl2 Service support engineers who interact directly with users at sites and remotely, and 2x lvl3 senior service engineers who engage in major pieces of work to improve the operational delivery of project and ICT initiatives. My team are involved in a large number of concurrent projects that are underway to replace many of the current business systems and IT environment with a desire to move to cloud-based services as a first option. I ensure the team delivers a high quality of Customer Service which is a core element of the ICT strategic plan and the InvoCare vision. I developed and implemented a KPI framework using InvoCare’s vision and core values that drives the focus on services to our customers.•Management of 3 operation teams, 8 team members•Manage the relationship between the IT Service desk team and customers•Management of the Service Desk operational activities, providing end to end operationalmanagement of requests, Incidents, changes and problems•Manage external key stakeholders and vendor relationships relating to BAU operational activities•Manage ICT resources and SLA deliverables as agreed with the business•Provide decision-making support to the Head of IT•Ensure support engineers are available 24x7•Creating & managing KPI's aligned with organisational values and performing performance reviews•Managing escalations 24x7, and setting expectations•Ensuring workload distribution, categorisation and prioritisation•Maintaining the IR reporting activities•Conducted regular team meetings •Ensured staff alignment with InvoCare's strategic objectives and key business imperatives•Provided monthly statistical reports and monthly achievements•Developed change management process documentation•Delivered a service improvement program, with measurements to demonstrate the success values

Artarmon Nsw

Managing a team of 18 Lvl1 through lvl3 service engineers spanning Sydney metro and regional NSW providing support for all IT and Voice related services to over 60 medium sized customers.Ensuring high availability of customers environmentsMarch 2017 to Present • Management of 3 service teams, 18 team members • Overall responsibility to ensure service queues are maintained • Manage the Sydney Major Incidents • Change Manager • Ensure support engineers are available 24x7 • Ensuring communications channels with customers and support teams are maintained, • Creating & managing KPI's aligned with organisational values and performing performance reviews • Managing SLA's • Managing escalations 24x7, and setting expectations • Ensuring workload distribution and prioritisation • Tuning event monitoring and response processes

Parramatta

Leading a team of 16 people to provide support services for the organisations regional personnel who are using new mobile and remote technologies to provide Care Services.Performing analysis of Hypercare support service using the Service Now tool and ExcelEnsuring all communications and escalations from/to the support team are appropriately actioned

Richmond, Nsw

Manager of a large pool of technical specialists as a high-performance team to deliver corporate email, directory systems, desktops, other end-user compute devices, and collaboration software suites. Manager of the delivery of a significant portfolio of IT Services, using frameworks such as ITIL. Effective leader providing information technology services within a large, complex and rapidly changing University. Excellent interpersonal, oral and written communicator.Enthusiastic implementer of customer-focused solutions. Proactive collaborator, and experienced negotiator of strategic outcomes with senior colleagues and other teams.May 2015 to December 2015: Services Portfolio Manager-Consumer Operations• Management of the Services Portfolio Consumer Operations Team• Overall responsibility to maintain a service queue• Participate as required for Major Service disruptions as required.• Ensure 24x7x365 support is available for core services• Enhanced the quality of internal and external collaboration and communications• Implemented improved automation and workflows• Liaise with other team managers and project managers to actively plan are resource work appropriately• Improved teams access to training • Recruitment of casual resources to supplement team capabilities as required• Aligned KPI’s with Organisational objectives• Managed SLA’s and OLA’s• Lead the team to create service documentation and more accessible knowledge articles.• Upgraded Yammer to Enterprise class with Single Sign On• Implemented peer review request for changes Participate as a member for the change advisory board• Analysis and interpretation of user requests and user escalations• Manage and administer cloud based services (Office365, Exchange online)

Darlington, Nsw

Manage Messaging and Authentication teams•Management of the Enterprise Services Team•Overall responsibility to maintain a service queue•Participate as the Major Incident Manager as required.•Ensure 24x7x365 support is available•Improve Internal and external collaboration and communication•Ensure support processes are followed•Liaise with other teams to ensure that strategic and tactical plans are properly focused and achievable.•Ensure adequate training is available for the team•Peer review request for changes, before they are submitted•Participate as a member for the change advisory board•Analysis and interpretation of user requests•Manage and administer cloud based services (Office365, Exchange online, Message filtering) •Prepare briefs, business cases, memos, guidelines and knowledgebase items.•Recruitment & mentoring of the team•Lead and assisted with war room activities during major incidents, using problem management techniques•Management of the IT Support teams.•Aligned KPI’s with Organisational objectives•Managed SLA’s and OLA’s•Chaired meetings and presented project proposals to Directors and project control boards•Lead the team to create better service documentation.•Assist with new implementations & customisations•Manage escalations for services that are deemed urgent by the client.•Perform Project Management (Prince2) activities when required•Project managed the implementation of a SDDC using VMware/NSX and Dell POD•Took over Project management of the integration of Cloud hosted Message filteringDec 2010 – Feb2011 & Dec2012 - Feb2013 : Relief Change Manager•Managed the Change Management System•Ensure requests for change are processed quicklyApr – 2009 – Oct 2009 : Relief Hosting Manager•Management of the Hosting services team

This 3PL logistics organisation was restructuring its IT services and I was employed as the IT Support and Training Manager. When I was employed I was requested to put together a service desk team, improve outgoing communications and to change the helpdesk tool. While in this role I was asked to prepare the overall process for IT Change management. I commenced putting together a framework for the documentation and was leading my team in creating the contents. I implemented outage notifications, Outbound IVR and inbound telephone ACD queue, SMS notices to management and a dashboard (via SharePoint) that recorded past outages. I implemented a rotating roster with emergency after hours support, all reachable via a single phone number. •Management of the IT Support team.•Overall management of the daily support of issues and the historical trends.•Primary point of escalation for management of IT issues 24x7x365•Liaison between the business, Warehouse Mangers, Transport Managers and the IT Teams•Manage service complaints, both internal and external•Ensure training and up-skilling of the IT support team•Assist with resourcing of special projects•Recorded change impact, risk, description, schedule & implementer•Ensure outbound communications of changes•Recruitment of team, including the preparation of the position descriptions• new client implementations or client customisations•Implemented & maintained an escalation matrix for Application and systems support•Designed, negotiated and implemented a rotating roster (with emergency after hours support)•Assist with the analysis of technically and or politically complex issues.•Assist and lead the team gathering support information and documenting it for the support of the organisation and its systems•Implemented a SME responsibility within the team and ensured this maximised team knowledge•Designed and managed team KPI’s•Mentoring the teams individual future aspirations •Chaired fortnightly team meeting

I was originally employed as the Customer Services Manager for the Energy Australia account. This account had been achieving a very poor level of performance. The account/contract was not achieving the organisations or customers satisfaction. My specific goal was to achieve an acceptable level of satisfaction for both parties. This was achieved within 3 months and has continued to be improved upon. I worked with a team of 25 engineers with a wide range of experiences and skills to service the customer (24/7/365). The environment has over 28 sites with 3500 users. I have since serviced many customers for Fujitsu. The type of industries that my customers have been engaged includes financial, construction, energy, govt, chemical, transport and food.May 2004-Dec 2007 : Customer Services Manager/Service Delivery Manager• Overview of the daily service operations of the team.• Ensured that Fujitsu change management process and the clients change processes were properly submitted on first attempt.• Improved customer satisfaction.• Ensure the team achieves rapid restoration of services.• Manage SLA provision and escalation.• Review and audit of services provided against SLA, contract and customer’s needs.• Ensure that adequate team members with appropriate skills are available to provide in & out of contract scope work. • Interpretation of customers’ requests. • Forecasting for customers’ needs.• Analyse and review performance levels & targets against contract and SLA.• Actively participate and lead virtual teams to achieve goals in-line with organisations goals.• Review and re-design current documentation practices.• Chair regular meetings with my team, peers and customers.• Work with shared service teams to ensure the best possible focus of resources to achieve customer needs.• Constant availability to client and team 24/7.• Assist with the team, to identify and procure appropriate tools to achieve performance gains.

I was originally employed as the Customer Services Manager for the Energy Australia account. This account had been achieving a very poor level of performance. The account/contract was not achieving the organisations or customers satisfaction. My specific goal was to achieve an acceptable level of satisfaction for both parties. This was achieved within 3 months and has continued to be improved upon. I worked with a team of 25 engineers with a wide range of experiences and skills to service the customer (24/7/365). The environment has over 28 sites with 3500 users.• Overview of the daily service operations of the team.• Ensured that Fujitsu change management process and the clients change processes were properly submitted on first attempt.• Improved customer satisfaction.• Ensure the team achieves rapid restoration of services.• Manage SLA provision and escalation.• Review and audit of services provided against SLA, contract and customer’s needs.• Ensure that adequate team members with appropriate skills are available to provide in & out of contract scope work. • Interpretation of customers’ requests. • Forecasting for customers’ needs.• Analyse and review performance levels & targets against contract and SLA.• Actively participate and lead virtual teams to achieve goals in-line with organisations goals.• Review and re-design current documentation practices.• Chair regular meetings with my team, peers and customers.• Work with shared service teams to ensure the best possible focus of resources to achieve customer needs.• Constant availability to client and team 24/7.• Assist with the team, to identify and procure appropriate tools to achieve performance gains.

From Dec 2003, until May 2004; I was working for GPC Electronics. This was expected to be a 2 month contract to fill a temporary vacancy. My role with the organisation was to provide a helpdesk service for the whole organisation. The organisation is a multinational corporation. Its systems include ERP, SAP, AS400, Cisco Routers, HP Switches and a Windows 2000 AD network. The operating systems are primarily Windows 2000 however include OS’s from DOS3.3 to WindowsXP. The factory systems have recently been migrated from dumb terminals to PC’s and the AS400 is in the process of being phased out. The immediate forecast was to migrate the core infrastructure and data centre to an external source in the CBD in order to better service the whole organisation worldwide. • Maintain the daily operations of the Helpdesk.• Provide rapid restoration of services.• Provide 1st, 2nd and 3rd level support services, both directly and remotely, ensuring ownership of each incident with team members.• Improved customer satisfaction.• Interpretation of system errors messages.• Authorise and assist with equipment relocations.• Implement & maintain registers. • Actively participate with the team to achieve goals in line with organisations goals.• Hardware/software maintenance.• Implement and maintain the software and document library. • Maintain asset register.• Review and improve upon current helpdesk services.• Assist with the smooth rehabilitation of the incumbent person back into the work environment.

Parramatta

From Jan 2003, until Aug 2003; I was working at the Office of State Revenue as the Senior Computer Support Officer. I was providing quality “Service Management” through the provision of effective “Service Support” and efficient “Service Delivery”. I have assessed and procured IT equipment. I have monitored and studied trends of incidents and problems so that I could recommend improvements to the current service desk model. I assisted with the daily management and overview of the service desk team operations. I participated in supporting the organisation through the operation of the NDS. • Assist with the daily operations of the Service Desk.• Maintained Service Desk rosters.• Provide rapid restoration of services.• Assess core competencies and address weaknesses.• Provide 1st, 2nd and 3rd level support services, both directly and remotely (using tools incl. NDS, Remote control, etc) in a Novell and GroupWise environment.• Improved customer satisfaction.• Provided/maintained a centre of information during outages.• Monitored printer usage patterns.• Authorise and assist with equipment relocations.• Interpretation of system errors messages for clients improved usability and quicker system restoration. • Maintain the Incident/Problem and Change Management systems accuracy.• Represented the Service Desk at the Change Advisory Board• Dealt quickly and effectively with complaints about services provided.• Updated trend analysis through the generation of reports from the call logging and PABX systems.• Assist with the testing of systems/applications prior to deployment to organisation.• Ensured a high standard of service was presented by the team while effectively managing each incidents lifecycle.• Actively participate with the team to achieve goals in-line with organisations goals.• Hardware/software maintenance.

Aug 2002-Jan 2003 : Support Officer•Assist with the daily operations of Oracle and SQL databases running in a UNIX environment•Provide rapid application distribution for application upgrades•Provide an effective help desk for core database systems•Evaluate and upgrade peripheral equipment associated with core services•Fine tune call logging system•Update procedures for historical systems still in production•Project manage physical system relocation (objectives included zero cost and zero downtime)•Update key knowledgebase systemsDec 2001-Aug 2002 : Technical Officer•Provide network and desktop 2nd & 3rd level support for the departments IT infrastructure in a WAN environment•Evaluation and implementation of new printing technologies & methodologies•Proactively maintained printing alert systems•Train contractors in supporting of new printing systems•Provide in-depth technical support and knowledge of new desktop and network systems•Support clients in a Windows 2000 AD and Exchange 2000 environmentNov 2000-Dec 2001 :Senior Network and Technical OfficerCo-ordinate and maintain network and desktop services of the department in a WAN environmentAssist with the evaluation and implementation of new technologiesTrain newly formed team to support current and new systemsCreate & update position descriptions for team membersOversee the technical support systems of the Department of Fair TradingAssist with migration to Win2000 Servers, Windows 2000 AD and windows Exchange 2000 across a WAN – technically and logisticallyMember of interview panels for cross departmental recruitmentsJun 1997-Nov 2000 : Technical Services OfficerSupport and services to all Desktop equipment in a WAN environmentDevelop computer procedures & standardsCo-ordinate user testingIdentify computer issues and resolutionsSupport all peripheral equipment in a WAN environmentAssist with the implementation of 32 bit desktop structure across a geographically dispersed environment

From Jan 1996 until Jun of 1997; For 17 months I was the Systems Administrator at the Residential Tenancies Tribunal. I provided the Residential Tenancies Tribunal with systems management, documentation of the system, designing & implementation of services provided, ensuring a professional quality of support services, researching of new technologies and applications. In this position I have ensured EEO policies, EAPS and Cultural diversity policies and programs have been upheld within the organisation. I have a thorough knowledge of the Residential Tenancies Tribunal role in administering the Residential Tenancies Act 1987, Retirement Villages Act 1989 and Residential Tenancies (Caravan Parks and Manufactured Homes) Amendment Act 1994. • Overall management of all computers and systems.• Develop computer procedures & standards.• Co-ordinate user testing.• Identify computer issues and resolutions.• Define project & business objectives and their requirements.• Identify, develop and analyse statistical reports.• Manage and resource multiple objectives within time frames.• Promote best approach for system implementation, use and support.• Provide technical advice & support. • Encourage users to review work practices and identify processes that computerisation can assist with, or perform.• Testing of new systems and applications.• Provide reports and submissions to management.• Develop computer user kits.• Develop user confidence through communication techniques.• Develop and maintain contacts within other organisations, both government and private.• Provide support for Windows applications.• Fine tuning of “client server” network.

From May 1995 – Dec 1995; For the last 4 years of my employment with the Rental Bond Board I had been performing my duties in the “Computer Services Group”, now “Information Technology Services” of the “Office of Real Estate Services”. I had been managing the VAX Relational Databases and the multi-platform LAN’s of the Office of Real Estate Services and providing user Support for all systems (including the Unix/Informix system). • Setting up of the terminals & work stations.• Set up IBM compatibles.• Set up note book computers, with and without docking stations.• Loading various software components onto the LAN and workstations.• Ensuring timely report production.• Trouble shooting.• Micro computer support.• Providing support for Windows/DOS based applications. • Providing technical support.• Participating in a customer focused team environment.• Suggesting best methods of work.• System maintenance.• Statistic keeping.• Advising best approach for system implementation, use and support.• Testing of new systems and applications.

Jan 1995 - May 1995: Computer Services ManagerDeveloped sectional programs in line with the organisational policyProduced objectives to be implemented in line with the programsDeveloped performance level indicators to measure the achievement of the objectivesWork scheduling (resource allocation)Authorise equipment relocationAuthorise purchase of equipmentEnsure adequate Anti-Virus protection for networksPreparation of submissions, reports and statistical dataMaintain high security of information and equipmentImproved the service provided to all usersManagement of a VAX/VMS system and Novell 3.11 LANMaintain professional IT standardsForecasting, planning, evaluating and manipulating workloads in a constantly evolving environmentTime management and organisation skillsControlling a customer serviceAwareness of computer standardsDesigning innovative solutions to complex IT problemsKnowledge of Novell 3.11 and VAX/VMS environmentsKnowledge of computer based operational internal controlsFeb 1991 - Dec 1994: Facilities ManagerImplementation of computer systemsTesting of in-house computer programsDeveloping and modifying in-house programmes for statistical and housekeeping purposesProducing step by step documentation for operational proceduresProducing system structure documentationManaging systems (RDB’s, PC’s & LAN’s) for maximum use through the use of disaster recovery, housekeeping, analytical skills, and de-bugging skillsScheduling work and to maintain queues and access timesKnowledge of computer based, operational internal controlsEnsuring securityMonitoring system performanceProviding technical adviceAutomating systemsSetting hardware/software specificationsSetting up IBM compatiblesSetting up notebook computers with docking stationsLoading various software onto LAN’s and workstationsSolving hardware/software problemsProviding trainingProviding support for IT support staffImplement and configure a “peer to peer” network