Nicholas Peric Email & Phone Number

Melbourne, Australia

Responsible for management, oversight, and guidance in all technical areas, including Managed Services, Managed Services Operations, User Management (staff onboarding and offboard automation), Security and Managed Backup servicesAccountable for technical governance, monitoring and compliance for over 25,000 devices throughout the APAC region, including server, hardware, storage and workstation devicesDelivered measurable improvements across the business, through automation, problem management, data analysis and the refinement of process, reducing the Brennan fleet wide incident count by 35% over a 12-month periodDeveloped a Brennan automated remediation framework through the existing operations toolset, responsible for over 1000 automations per month, including the capture of repeat automations to drive further root cause analysisDesigned and implemented performance plans for Managed Services staff, focused on event management integration, the reduction of TTR and non-actionable incidents across Brennan Managed Services teamsStandardised (through SOPs) repeatable patterns of activity within Brennan to enhance the systematic transformation of internal products, informational processes and technical servicesMember of the Brennan Standards Committee, responsible for the implementation and governance of Brennan and vendor based best practicesResponsible for the creation, interim management, and delivery of “resolver groups”, aligned to a vertical support model, aimed to deliver support for key technologies such as SCCM, SCOM, Azure, VMware and Microsoft Server support

Melbourne

Documented procedural, contractual and development KB articles to benefit teams and management in the APAC region, including the standardized management procedure for client CRM accountsDeveloped and presented detailed monthly activity, synopsis and infrastructure reports to IT customersScoped, designed and maintained technical support contracts and policies for clients throughout the APAC regionContributed to the implementation of a live CMDB environment, aimed to automate the Brennan contract variation and cancellation proceduresProvided technical account management for Brennan clientele, including the management of senior level Microsoft consultantsEffectively delegated and escalated tasks to a team of high qualified consultants through the APAC region

Melbourne, Australia

Responsible for service delivery and support for Brennan Enterprise clients throughout the APAC regionCohered to professional design, implementation and execution, based on vendor best practices and Brennan defined standardsDocumented good practice and procedural based articles to further endorse local technical knowledgeTriaged incident, request, change and problem tickets to senior staff throughout the APAC regionProactively managed both internal and external priority calls in accordance to ITIL standardsProvided APAC based teams with a point of escalation for all senior level requestsAttained several certifications through client partners Sophos, Commvault, Veeam and ZertoEnforced a standard practice for services such as DRaaS and BaaS across multiple clientele environmentsObtained key experience across multiple technologies such as IBM, Dell and HP ServersDell EMC, HP and HP 3PAR storage systemsMicrosoft Windows Server 2008 to 2016 server administrationMicrosoft Exchange 2010 to 2016 and Hybrid ExchangeMicrosoft SQL 2008 to 2016 administrationCommvault Backup Solutions, Advanced Certified Architect (Simpana)BackupRadar product and vendor implementationCertified in Veeam (VMCE) Backup and Replication softwareCertified Zerto (ZCP) DR Solutions, Certified Architect for DR and DRaaS configurationsHypervisors such as VMWare and Hyper-V including Microsoft VMMCitrix environments with an intermediate knowledge of Citrix 6.5 to 7.5, StoreFront, CDC, XenMobile and a basic understanding of Netscaler ADC/SD-WAN technologiesSound knowledge of the Microsoft System Center Configuration Manager, including advanced experience with Microsoft SCOMSophos, Certified Architect for Enterprise AV, Cloud and UTM (9 and XG) products

Melbourne, Australia

Provided first and second level support to Brennan clientele across the APAC regionMaintained clear and effective communications through incident remediation, including the use of problem and change management to resolve client specific issuesMaintained a professional and organized team ethic with the ability to negotiate positive, professional and successful client outcomesManaged consistent, and “on time” delivery of both work and project related schedulesDeveloped a sound IT knowledge through several corporate software suites, including Salesforce, SAP, Sage, Xero and others

Melbourne

State based triage delegation point, distributing calls and tickets to all junior level staffWorked with interstate teams to support escalations while managing customer expectations around resolution and timeframesLargely contributed to procedural documentation and knowledge base articles for the business service desk departmentPerformed onsite installations for end user devicesConfigured and installed several network devices, including HP, Dell, Cisco and Riverbed network peripherals

Bachelor'S Degree, Computer Science

Certificate, Ccna Routing And Switching

Certificate, Multimedia I, Iii