Empowering Clients to achieve excellence through tailored solutions.GovernanceProject ServicesCapability as a ServiceIntegrated Logistics Services

Providing ITSM Consultancy to Department of Defence• Business Process Realignment and Migration• Service Operations Management• Transition Management• Gap assessment – conduct analysis to identifying gaps in order to strengthen IT process capability• Requirements gathering• Process development• Stakeholder and Vendor Management• ELS development• Operational Readiness Review• Risk Management• Continual Service Improvement

Consultancy to large private enterprise for transition activities for their large federal government project.• Business Process Realignment and Migration• Managed Services - Service Operations and Transition Management.• Gap assessment – conduct analysis to identifying gaps in order to strengthen IT process capability• Requirements gathering• Artifact development• Transition specific deliverable• Process development• Stakeholder Management• ELS… Show more Consultancy to large private enterprise for transition activities for their large federal government project.• Business Process Realignment and Migration• Managed Services - Service Operations and Transition Management.• Gap assessment – conduct analysis to identifying gaps in order to strengthen IT process capability• Requirements gathering• Artifact development• Transition specific deliverable• Process development• Stakeholder Management• ELS development• ORR development Show less

Consultancy to large government agencies and private enterprise providing the following services:* Stakeholder Management* Business Process Realignment and Migration* Managed Services - Service Operations & Transition Management, Service Design* Risk Manager* Quality Manager * Problem Solving* Value Creation* Road Map development* Business Strategy* Organisational Change Management* Tender response development* Test Manager* Training… Show more Consultancy to large government agencies and private enterprise providing the following services:* Stakeholder Management* Business Process Realignment and Migration* Managed Services - Service Operations & Transition Management, Service Design* Risk Manager* Quality Manager * Problem Solving* Value Creation* Road Map development* Business Strategy* Organisational Change Management* Tender response development* Test Manager* Training Manager * Service Evaluation Manager* Operational Readiness Manager* Continual Service Improvement Manager* Incident Management* Service Request Management* Change Management* Knowledge Management* ITIL Maturity Assessments Performing Internal duties such as: * Addressing Tenders and Bid submissions for Business Development * Internal Auditing Duties * Internal Artefact Development including: SOP's, PPM, Strategy, Roadmaps, Show less

Consultancy to large government agencies and private enterprise providing the following services* Stakeholder Management* Business Process Realignment and Migration* Managed Services - Service Operations & Transition Management, Service Design* Risk Manager* Quality Manager * Problem Solving* Value Creation* Road Map development* Business Strategy* Organisational Change Management* Test Manager* Training Manager * Service Evaluation… Show more Consultancy to large government agencies and private enterprise providing the following services* Stakeholder Management* Business Process Realignment and Migration* Managed Services - Service Operations & Transition Management, Service Design* Risk Manager* Quality Manager * Problem Solving* Value Creation* Road Map development* Business Strategy* Organisational Change Management* Test Manager* Training Manager * Service Evaluation Manager* Operational Readiness Manager* Continual Service Improvement Manager Performing Internal duties such as: * Addressing Tenders and Bid submissions for Business Development * Internal Auditing Duties * Internal Artefact Development Show less

* Initiated Change Process Improvement and implemented outcomes* Initiated and championed Change information sessions for stakeholders* Developed workflows for Change Management for the new ITSM tool.* Established SharePoint Work space for Change Management * Re-developed: * Change Management Framework * CAB Guidelines * Risk Matrix * Change Categories and definitions… Show more * Initiated Change Process Improvement and implemented outcomes* Initiated and championed Change information sessions for stakeholders* Developed workflows for Change Management for the new ITSM tool.* Established SharePoint Work space for Change Management * Re-developed: * Change Management Framework * CAB Guidelines * Risk Matrix * Change Categories and definitions * CAB communications (agenda/minutes) format * Request for Change form Show less

* Trained and Certified all staff on the Service Desk in the Customs IT Service Desk Analyst Training Package* Developed Training Strategy for Field Services Staff* Successfully implemented the Avaya “Enhanced Communication Management System” for the IT Service Desk. Including all staff training and training documentation* Successfully implemented the Avaya “Enhanced Communication Management System” for the new Stream Line Entry Project. Including all staff training and… Show more * Trained and Certified all staff on the Service Desk in the Customs IT Service Desk Analyst Training Package* Developed Training Strategy for Field Services Staff* Successfully implemented the Avaya “Enhanced Communication Management System” for the IT Service Desk. Including all staff training and training documentation* Successfully implemented the Avaya “Enhanced Communication Management System” for the new Stream Line Entry Project. Including all staff training and training documentation* Developed Transition process and procedure. This lead onto successfully implementing various products and services into to the Service Desk for support such as: * Avaya 1st level Support * Video Conferencing Support * IT Purchasing Show less

* Managed the staff on the Service Desk including probation reviews, managing sick and annual leave, managing under performance etc.* Continuous improvement of processes and procedures for the Service Desk* Creation of new starter training pack and procedures* Assist in the development and implementation of KPI’s for the Service Desk* Redeveloped the 24x7 shift roster for the Service Desk* Establishment and management of Major Incident Management… Show more * Managed the staff on the Service Desk including probation reviews, managing sick and annual leave, managing under performance etc.* Continuous improvement of processes and procedures for the Service Desk* Creation of new starter training pack and procedures* Assist in the development and implementation of KPI’s for the Service Desk* Redeveloped the 24x7 shift roster for the Service Desk* Establishment and management of Major Incident Management requirements for the business. Implementing and fine tuning processes and procedures to better assist in the handling of Major incidents and stakeholders Show less

* Managed the staff in the system support team including probation reviews, managing sick and annual leave, managing under performance etc.* Documented and implemented processes and procedures for the System Support Team* Created Delivery Lifecycle for the business area* Cross skilling of all staff in the System Support Team * Conducted GAP Analysis on all related documentation and implemented improvements* Improved the reporting of operational… Show more * Managed the staff in the system support team including probation reviews, managing sick and annual leave, managing under performance etc.* Documented and implemented processes and procedures for the System Support Team* Created Delivery Lifecycle for the business area* Cross skilling of all staff in the System Support Team * Conducted GAP Analysis on all related documentation and implemented improvements* Improved the reporting of operational data* Reviewed current maintenance contracts with third party vendors and assisted with renegotiation of new contract terms.* Formalised the Service Management for the business unit by: * Establishing a Service Catalogue for the unit * Introduction of standard ITIL terminology * Customise key ITIL procedures * Develop Core templates and Checklists * Reassessed the current call logging tool and researched a better fitting tool to meet the business core functions, including the tender process * Contract renegotiations and variations Show less

Providing technical support to end users within the department.Also responsible for the following:* Developed new starter training package* Tester for the new SOE build* Assisting with the testing of new modules within the Aurion System for compatibility with the departments SOE build.* Inter departmental liaison for the AGD owned systems* Re- Developed all IT related forms* Working on the Intranet Redevelopment Project* Responsible for the data migration… Show more Providing technical support to end users within the department.Also responsible for the following:* Developed new starter training package* Tester for the new SOE build* Assisting with the testing of new modules within the Aurion System for compatibility with the departments SOE build.* Inter departmental liaison for the AGD owned systems* Re- Developed all IT related forms* Working on the Intranet Redevelopment Project* Responsible for the data migration project. I was responsible for moving all data from group drives to the Electronic Document Management System. Including the training of staff members on the required naming conventions and refresher courses for staff in the use of the system* Developed a training manual for trainers to be able to conduct training on the AusCheck system.* Successfully migrated and trained staff from over 200 external agencies in how to use the AusCheck system, and provided support for the months after going live. Show less