John Holland offers services across sectors from infrastructure and property development to rail and building, to benefit communities by finding solutions to complex challenges and opportunities. Within the Rail and Transport arm of John Holland, I was managing IT Service Delivery for one of their biggest projects Country Regional Network (CRN) across 10 sites in NSW. I am responsible for managing 7 engineers in Server Support, Database and Report development, SharePoint Administration, Application Support and End User Computing. Primary responsibilities include: management of day to day operations and resources, provide IT strategic direction to the business, build positive business relationship, provide technical direction to IT teams, project management of IT projects, vendor management, incident and problem management, end user computing, management of an annual budget of over $5M.Achievements- Built strong partnerships with business stakeholders and external partners which has resulted in improved service to the business and satisfaction within the department.- Implemented Multi Factor Authentication (MFA) on all staff accounts resulting in an improved security profile of the business. - Migrated on-premise file server and intranet to SharePoint Online resulting in a minimised on-premise server infrastructure and improved user experience through productivity tools such as Teams, OneDrive and SharePoint- Project managed closure of 10 sites across NSW scheduled on the same day with accountability for de-commissioning of server and network infrastructure and also recovery of all end user hardware.- Revised end user hardware lifecycle by reissuing good condition hardware back to users. This saved the business over $50,000 per annum in hardware procurement. - Established a clear team strategy, direction and set team member expectations, which resulted in improved team member engagement and increased resolution rates.

In addition to my previous duties of Team Leader at Navitas, I was responsible for managing a team of 5 End User Computing (EUC) technicians with a strong focus on building business relations across NSW, ACT and NZ regions and improving business processes using technology. It also extended to providing exceptional customer service, vendor management, financial planning (budget of over $4M), onsite EUC support, improving end user computing and assist with advancing to new platforms and standards. This role was accountable for over 1500 endpoints and over 150 printers. Achievements- Defined, documented and maintained software and hardware standards across the organisation while making sure business requirements are met. Established new hardware standards for Navitas by configuring devices as per business needs which saved approximately $40,000 per annum- Established successful and strong working relationship with key IT suppliers for procurement of IT equipment and services with regular discussions with suppliers. Negotiated terms and conditions on improving service and pricing on hardware lease costs. - Coordinated the maintenance of the national asset register. Initiated visibility to the IT estate which resulted in faster return of leased items saving Navitas approx $100,000 per annum on lease costs. - Researched new software releases. Planned and proposed their adoption by Navitas. Saved an average of $200,000 per annum on licenses by setting up new license agreements with re-sellers for Adobe and Microsoft products- Managed, maintained and enhanced the Navitas student printing solution. I was extensively involved in upgrading the solution to PaperCut. This saved Navitas over $10,000 per annum.- Established a simpler monthly invoicing process with supplier for 150 printers across the organisation which saved the Accounts team numerous work hours in processing invoices.

Within this role I was responsible for End User Computing support in the NSW, ACT and NZ region with a focus on exceptional customer service while leading and mentoring a team of 5 IT Support Officers. My primary responsibilities included providing outstanding customer service, incident and problem management under ITIL framework, KPI’s and development plans for the team, developing Navitas Desktop SOE and Application Management within SCCM, asset management and vendor management. This role was accountable for over 1200 endpoints and over 150 printers. Achievements- Established EUC standards in line with the Navitas Group Standards for areas including, but not limited to desktops, laptops, mobiles, tablets, printing, classroom and meeting room technology- Developed and executed a project to migrate 1000+ users from Windows 7 to Windows 10.- Extensively involved in relocating 600+ users to a new location in Sydney. I was given the responsibility to manage the relocation of all end user devices which we as a team achieved to do with minimal or zero downtime to users which resulted in high customer satisfaction - Established various classroom technology solutions based on business needs and course offerings which resulted in high student and academic staff satisfaction and optimum course delivery to students.- Established print control for students which saved Navitas on print consumables cost.

- Administration of organisation’s domain controllers, file servers, DHCP and DNS servers based on Windows 2003 and Windows 2008 operating systems.- Basic administration of Vmware servers.- Incident Management.- Active Directory administration – Admin scripting and management of user accounts and group policies.- Created new domain environments for student networks and applied necessary restrictions.- Created deployment solution by using Microsoft Deployment Toolkit (MDT) to push software’s and operating systems through network to multiple PCs.- Was responsible for creating organisations standard operating environment (Windows 7 SOE) based on business needs and structure. Involved in project to migrate from Windows XP to Windows 7.- Was responsible of managing a team of 5 during team leader’s absence.- Evaluated hardware and software. Researched and analysed technical feasibility and proposed hardware purchases and configurations based on business requirements.- Managed technology rollout project at 9 sites which involved rolling out new PC hardware and software for 600+ users.- Provided technology training for staff.- Vendor search and vendor recommendation.- Prepared monthly and quarterly team reports for Manager’s review.- Documented various technical procedures for intranet publishing.- Performed frequent off hours and remote support.

- Provided high level Desktop Support to Staff and Students in Windows XP and Windows 7 environment- Incident management.- Documented various technical procedures for intranet publishing. - Active Directory administration.- Hardware Support (Dell, HP and Lenovo)

I was part of the Computers and Communications Department at Infosys (client site), and was involved in the support, maintenance and monitoring of File Servers, Exchange Servers and providing day-to-day helpdesk and technical support to the client.- Providing Level 1 Desktop Support for users on Windows 2000 Professional, Windows Server and Windows XP.- I was responsible for the administration of Active Directory Services & file storage server and to check user rights, user account status and computer account status.- Blackberry Administration and troubleshooting. - Installations of Operating Systems and standard softwares through network ghost server.- Monitoring the virus count in the network and to take necessary action when required.- Assisted users to create remote access client to connect to the company’s network.- Administration of RSA Secure ID cards. Was responsible for synchronizing the Secure ID card with the server and to issue a new PIN for pass-code authentication. - Monitoring WAN Links, Exchange servers, File servers and Print servers.

I was involved in providing online (e-mail and chat) customer support to Sony Electronics Ltd. (USA) customers.- Customer sales support and recommendations - Order taking - Service hotline and helpdesk - Other administration work - After-sales support and troubleshooting