Peter Harrison Email & Phone Number

Perth, Wa, Au

Perth, Australia

As a result of the Merger between the Department of Child Protection and Family Support, Housing Authority and Disability Services Commission, the Department of Communities was created. 3 Large agencies now formed to be an agency of approximately 6500 employees, following the inevitable restructure of the IS section, I return to my substantive role and responsible for all things Service Delivery in the IT world.

ICT Project Lead for all things technical; Network, Video Conferencing, Laptop builds and roll out, relocation processes and all the associated IS change management activities with regards to the largest relocation of Public Servants in Western Australia (1800+) into purpose built offices in Fremantle.

East Perth, Perth Australia

I head up the infrastructure team to deliver all infrastructure services to all users and key stakeholders within the Department. The Department for Child Protection and Family Support is the 5th largest WA State Government Department with almost 2500 users, my role is to ensure that the infrastructure is available, reliable and performs well in order for the Department to meet its business needs. The infrastructure unit is responsible for all infrastructure and telephony services and has 10 CPFS employed FTE reports and approximately 34 reports from a Managed Services Provider engaged on a multi million dollar a year contract.

Perth, Australia

A short contract role working with the forms project to provide electronic forms to the department as a streamlining initiative.

East Perth

Responsible for Security & Risk Management overseeing activities including: governance, risk, compliance, strategic planning, architecture and IT Service Continuity Management.

East Perth

An internal business consultancy role, The focus of this role was to provide the translation between the business requirements and dealing with technical providers. Many business units have little or no technical experience and dealing with technical providers can be stressful particularly when there is no understanding of the technology or the usual IT acronyms and tech speak. I managed a number of internal projects that required me to work with external technical providers and the business to enable a successful result of delivering technical solutions to the business problems.

I work with people who want to make changes to aspects of their lives, specialising in mens issues such as step parenting, relationships with spouse and children, health, "midlife crisis", lacking direction and feeling lost, angry sad and lonely, combating early signs of depression

A newly created senior level position to develop and implement ITIL process and improve quality of delivered services around the ITIL framework for all clients with the ultimate goal of achieving ISO2000 quality accreditation for TSAResponsible for the management, strategically and operationally, of the internal Service Desk and the management of resources to deliver services to all our clients.Responsible for recruitment of staff for all clients and internally.

As Technology Team Leader, I was required to wear many hats. My generic title extends from Service Delivery Manager to ITIL Processing Manager. My last role being the Quality Assurance and Resourcing Manager. At all times, I was required to work with a high degree of autonomy and responsibility across a large number of Client sites. Unfortunately due to internal restructuring I was made redundant at the end of 2009However, some of the Projects that I worked on are listed below

Assigned to the FPC for the provision of the total operational and strategic system management, I have 4 direct reports that deliver both application and infrastructure support for the Perth office and 12 remote offices distributed throughout the South West and other areas of WA. Key responsibilities and achievements;Develop, submit and manage the operational and capital budgetDevelop Business Cases for justification of extraordinary expenditureProvide Strategic and Operational managementPerform Project Management for a Business Intelligence Project using Microsoft Balanced Scorecard Manager and SharePoint 2003Manage the Service Delivery call queue on a daily basis ensuring the SLA is metPerform strategic planningITIL development and implementation of Change, Incident and Problem Management & Service Desk ProcessDevelop and continually review the work plan & communication planPerform Project Management for a number of small to medium sized projectsManage the implementation of SPAM filtering softwareManage the implementation of Web management, filtering and reporting softwareManage the upgrade of network equipment, servers, workstations and applicationsImprove work processes by introducing standard daily, weekly & monthly tasksPerform documentation review, gap analysis and develop necessary documentationDevelop a comprehensive infrastructure reviewDevelop and implement IT Security PolicyDevelop and implement DRP processAttain a good understanding of WA State Supply process

Project Managed a failing project to a successful completion for the installation of a centrally computerised cash registry system to provide Point Of Sale (POS) and inventory management for five Low Cost Food Outlets distributed in the Perth Metropolitan area. Successfully overcame a key difficulty in the rollout, this being the enormous resistance to the introduction of this system from the volunteers (shop managers and the assistants) that manned the shops and to manage and balance this resistance with the demands of SVDP's strategic direction. It was necessary to be empathetic, tactful and show great diplomacy and patience with all parties to ensure a smooth installation of the system and successfully meet the project timescales and budget. Additionally, I was the Operations Team Leader of the IT Infrastructure support team responsible for the resolution of incidents to meet the agreed informal SLA following an adaptation of ITIL methodologies and the main point of contact for the client with regards to any ICT issues.

Assigned to the City of Stirling to deliver the following business process improvements based around the ITIL System Management Methodology.• Change Management Process following intensive interviewing and researching the business processes of all the divisions of the IT department.• Service Desk Process, • Incident Management, • Problem Management and • Release Management. Evaluated a number of Service Desk Systems to replace the existing system that was failing to meet the requirements of the business and was unable to provide the advanced functionality required to allow the Service Desk to effectively and efficiently follow ITIL methodologies.

Night Team Leader for a Windows XP Rollout of approximately 300 units in Perth.• Responsible for managing the roll out ensuring the build of the daily scheduled units were completed.• First point of escalation for the rollout technicians to assist with resolving technical problems.Outcome: Project was completed two weeks ahead of plan

Project Manager for the successful development of a Windows XP Professional SOE for deployment throughout PWCS. • Utilised Wise Package Studio to develop application, MSI Packages and Dimension Data’s SOE Manager to deploy the SOE.• Successfully Project Managed the roll out of the SOE throughout PWCS to budget and on time in parallel with a project to upgrade a number of servers from NT to W2K.• Scheduled the roll out and developed procedures to ensure a consistent quality for the Windows XP SOE upgrade was delivered.• Recruited Lead Technical Engineer and additional level 1 staff.• Developed a training program, organised and scheduled training for all the staff (a total of 600 of which approx 400 are employed on 24x7 shift rosters).• Ensured development of all documentation for post implementation support was completed.• Financial Management of budgets for both the SOE ($300k) and the Server upgrade projects ($215k).

• A client facing SDM role, the initial point of contact daily for all client issues regarding operational support, projects, financial and contractual issues.• Working within the ITIL framework, managed and delivered quality IT Services, adhering to stringent SLA's, to two coal mining clients concurrently in the Hunter Valley, NSW; Coal & Allied and Centennial Coal• Managed a direct report of 11 system and desktop engineers to provide Onsite Support for Desktop, NT/2000 Server and Backoffice Applications issues. Additionally, I managed a Remote Matrix Managed Team of 12 based in the Brisbane Head Office to provide remote support for NT/2000, Unix, Oracle, Data Comms, Ellipse Support and first level Desktop Support.• Produced and delivered monthly and quarterly reports and chaired both monthly and quarterly management meetings. • Conducted weekly operational meetings with client, the onsite team and, by teleconference, fortnightly meetings with matrixed remote team.• Developed and implemented a full safety risk assessment.• Developed strong relationship with a third parties to provide staff, support and services as required.• Performed a full risk assessment of all managed systems with the view to implementing a full Disaster Recovery Plan.• Fully developed a detailed plan and procedure to provide continued availability of the ERP application in the event of a failure of the main ERP system. Managed the subsequent project to actually verify the DR plan worked and ensure the ERP application remained available to the business users.• Stakeholder for client services group for all infrastructure changes including; the W2K upgrade and Active Directory implementation, reorganisation of the Frame Relay Network, the implementation of a Radio Network and the upgrade of the ERP system from MIMS to Ellipse including Server and infrastructure and application layer (Oracle, Cobol, middleware) upgrade and Terminal Server upgrade for thin client access.

I was the on site representative responsible for all operational support of the UNIX and NT systems and system infrastructure at the clients site namely, Home Building Society.Provided NT Administration, Exchange Server Administration and support, Anti Virus updates and maintenance, Technical Project Management and 2nd and 3rd level support to the support team and helpdesk staff for the desktops. Fully responsible for all network (LAN/WAN) problems, upgrades or implementations.Managed a team of 4 consisting of an Oracle DBA/Unix administrator, Operations Analyst and 2 x 2nd level Desktop Support Officers. Conducted weekly team meetings. Performed annual reviews and managed career development.Produced weekly and monthly reports, attended management meetings, reported to the client the management status of server and network and made proactive recommendations to improve the system efficiency or "value add" when appropriate.Worked with the Client to develop and implement a SLA. Managed staff to ensure SLA was adhered to including resource allocation, prioritising of jobs and ensuring escalation procedures were followed to deliver a transparent system to the users. Managed third party sub contractors to provide specialised technical expertise and support.Ensured system documentation and procedures were constantly reviewed, developed or updated and operational procedures were developed as necessary.Successfully managed a number of implementation and system upgrade projects, for example:Installation of Exchange Server, Proxy Server, IIS and Firewall.Rollout of Outlook 2000 and Outlook for windows on all workstations.Rollout of NT workstations to Head Office and Branch Network.Ensured implementation projects were fully documented for support purposes.

Co-ordinated all activities for a small help desk to provide help desk support for approx. 450 users Statewide.

• Managed and led the Help Desk team in providing PC support to 700+ users. • Provided technical support in solving difficult problems and mentoring to IT support officers. • Diagnosed and solved network problems for the LAN and backup support for the WAN. • Prioritised jobs and provide reporting to AGWA Management. • IT support for the Avon Agriculture catchment area, based at Northam but including other Regional Offices. • Supported and administered the LAN and a total of 170 users at all locations. • Supported and Installed Netscape, McAfee Anti Virus, MSOffice (4.3 and 95), MSMail & Exchange, WFW 3.11, Win 95, NT Workstation (3.51 and 4.0).

Managed and led the Help Desk team in providing PC support to 700+ users. Provided technical support in solving difficult problems and mentoring to IT support officers. Diagnosed and solved network problems for the LAN and backup support for the WAN. Prioritised jobs and provide reporting to AGWA Management. IT support for the Avon Agriculture catchment area, based at Northam but including other Regional Offices. Supported and administered the LAN and a total of 170 users at all locations. Supported and Installed Netscape, McAfee Anti Virus, MSOffice (4.3 and 95), MSMail & Exchange, WFW 3.11, Win 95, NT Workstation (3.51 and 4.0).

Fully responsible for all maintenance aspects of Public Flight Information Computer Systems and associated Staff Information Systems.Managed a team of 5 Duty Systems Engineers who operated a 24x7 shift to ensure any system software faults causing operational difficulties were corrected in a timely and cost effective way.Acted as a focal point for all software systems faults analysis and as consultant in areas of system enhancement and improvement to meet the current operational requirement.Managed external software contractors for specialist support ensuring service levels and operational needs were met.Improved link with the projects team to provide a smooth transition from projects to the maintenance team.Identified system weaknesses and prepared feasibility studies recommending system enhancements to increase system reliability.Controlled and led the engineering team in times of crisis when major system failures threatened the smooth operation of the airport. Left this exciting position to emigrate to Australia

Responsible for the diagnosis and repair of faults, as part of a 24 hr shift team primarily to the following systems:Flight Information System - providing Flight Information to the general public in all four Passenger Terminals. Staff Information System, A teletext based system providing detailed up to date flight information to airport staff and other associated companies.Stand Allocation System, used by Heathrow Operations Centre to assist in the allocation of aircraft to available stands.

Responsible for all technical and project engineering aspects of a major project (A$4M) to replace the Aviation Ground Lighting (AGL) control system. Conducted initial quality audits on potential contractors.Developed and produced the Requirements Specification and prepared tender documents for the design, installation, commissioning and maintenance of the AGL central computer system.Evaluated tender submissions and was instrumental in selection of successful tenderer.Approved the Functional Defining Specification and any design and manufacturing proposals submitted by the outsourced company.Managed third party system development contractors to ensure the delivered system complied with the Requirements Specification in terms of both build quality and functionality.Approved all test documents, for both factory and site tests.Supervised all factory and site acceptance tests for all subsystems.and authorised to recommended final acceptance of the system on behalf of Heathrow Airport Limited.Planned, co-ordinated, and managed the installation and commissioning of the whole system. This required close liaison with the Civil Aviation Authority, Air Traffic Control, and other departments and ensuring all activities were conducted under strict operational constraints to safeguard both aircraft and passenger safety and the safe and efficient operation of the airfield.Scheduled with other departments to ensure training of all maintenance staff (30) was completed.

Beng (Hons), Electrical & Electronic Engineering

This was attained by Part Time study 1 1/2 days a week whilst remaining in full time employment

Bachelor Of Engineering (Hons), Electrical And Electronic Engineering

Education record

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