Peter Monaghan Email & Phone Number

St Leonards, Nsw, Au

St Leonards, Nsw, Au

St Leonards, Nsw, Au

Coaching and leading a team of 30 staff; L1 Support, L2 Support, SME (Subject Matter Experts), Engineers;Involved with ensuring successful billing and resourcing to achieve additional non BAU billable revenue per monthManaged project resourcing to deliver complex solutions for small, medium and large scale projectsDriving customer satisfaction;-Ensure client SLAs are met;-Working in co-ordination with Service Delivery Managers to improve service delivery to clients; Critical incident investigation including root cause analysis; Member of the IT Steering Committee-Deciding on and effecting change within the Ensyst environment-Infrastructure refreshService Delivery Manager for Ensyst. Involved with implementing Change Management within Ensyst;Using Microsoft Analytics for real time statistics and trend analysis;HBDI profiling for all staff;Set staff KPIs and development plans

Sydney, Nsw, Au

Manage and improve Service Delivery to clients across a broad range of services including Applications, Cloud based solutions and total end to end solutions;Vendor and third party supplier management (including day to day and contract management);Manage and lead the IT Service Desk team supporting 5000 staff across 400 sites, to optimize response time, resolution time and customer satisfaction to ensure SLAs are met or exceeded;Based on ITIL standards, implemented improved standardised processes and procedures for Incident, Change and Problem Management;Incident and Problem Manager; Involved in the implementation of ITIL standards with emphasis on Change Management, Critical Incident Management and Problem Management, all logged and tracked through call logging software;Successfully implemented continuous service improvement plans for individual staff and the overall team whilst ensuring alignment with the strategic direction of the business;Project Management; Implementation of Video Conference solution; Staff resourcing for Windows 7, Office 2010 rollout; TIPT (VOIP) rollout to over 150 sites;

Sydney, Nsw, Au

Vendor management (including contract negotiations) with regards to new innovations in technologies and for advice on appropriate and best practice solutions;Service delivery management; single point of contact between external vendors and Mission Australia. Ensure all vendors meet or exceed their obligations in service delivery with respect to all Service Level Requirements;Capacity and cost analysis comparing current budgets with the cost savings of implementing newer technologies or alternate solutions. Aware of and active in understanding the benefits realisation of each project;Manage critical incidents with regards to major network outages and perform follow up root cause analysis and reporting;Installation, monitoring and troubleshooting the LAN and WAN network of new and existing sites using a variety of networking tools and methodologies;Assist in the evaluation and testing of proposed new equipment and technologies to ensure it fits with Mission Australia’s business requirements and is positive in the efficient return on Mission Australia’s investment;

Sydney, Nsw, Au

Sydney, Nsw, Au

Middlesex, Gb

Middlesex, Gb

Master Of Business Administration (Mba)

Graduate Certificate Of Commerce

2010 - Itil V3 Fundamentals

Snpa 5.0 (Cisco Securing Networks With Pix And Asa)

Ccna (Cisco Certified Network Associate)

Project Management Fundamentals