Robert Petersen Email & Phone Number

Fremantle, Western Australia, Australia

Frankfurt Am Main, Hesse, Germany

Client: Quipu GmbH & ProCredit GroupCore objective: The planning, implementation, operation & optimization of existing & future Global Service Desk (GSD) & Call Centre / Monitoring Team (QMC) operations (36 staff)SD Roster: Monday - Friday (0800-1800) relative to local time zonesQMC Roster: 24/7Core responsibilities;- Provide leadership, management & staff development to all GSD & QMC staff;- Design, document & optimise processes & structures to manage GSD & QMC operations in an efficiency-oriented manner;- Oversee inventory & distribution of resources for GSD & QMC operations;- Collaborate with stakeholders & process owners to clarify & communicate change plans & schedules, internally & to clients;- Assist in the development of technical standards & manage the quality of GSD & QMC services;- Research new technologies & alternative methods of adding efficiency for GSD & QMC operations;- Identify opportunities to optimise processes directly & non-directly related to customer support in accordance with company & recoginised best practice policies;- Identify & fill knowledge gaps by ensuring adequate procedural documentation is available;- Participate in the implementation of security policies as prescribed by the information security role;- Ensure GSD & QMC resources are available for standard operational processes & project responsibilities as necessary;- Participate in the planning, implementation & fulfilment of small & large projects by communicating with customers, gathering requirements & collaborating with internal & or external service providers as necessary;- Liaise with customers as necessary to provide & respond to feedback;- Coordinate with external service providers to ensure adequate support is provided where & when necessary;- Support the Incident Process Owner, responsible for providing a process to assist with the efficient management & documentation of incidents in accordance with Quipu’s contractual & service level agreements

Frankfurt Am Main, Hesse, Germany

Client: Quipu GmbH & ProCredit GroupCore objective: The operational performance, resource and administrative management of 6 first & second level IT service desk agents, as well as ownership of the incident management process Roster: Monday - Friday (0800-1800)Core responsibilities;Operational performance management:- the communication of strategic goals, contractual agreements, policies & procedures- the setting, measurement, analysis, reporting & presentation of team performance metrics- the prioritisation & delegation of operational work tasks, in adherence with service level agreements- to liaise with & support project teams through the implementation of new, or updates to existing services- major incident management, escalation & communication in accordance to the defined process- the definition & management of continual service improvement objectivesResource management:- to identify & communicate resource requirements to senior management- to establish & maintain professional working relationships with all team members- staff recruitment, rostering, leave management & budget planning- the recognition of individual skills & attributes, definition of career paths & setting performance objectives- to provide relative & prompt acknowledgement/feedback- to identify, provide & fulfil appropriate tool/resource, access, coaching, training & professional development requirements to all team members- to engage, empower, motivate, guide & inspire staff to consistently achieve company driven & personal objectivesAdministrative management:- to provide senior management with frequent operational & staff related updates as appropriate- to produce & present scheduled operational performance & major incident reports to senior management & clients- to establish & maintain professional cross-team & client relationships- to manage staff & client feedback, requests for improvement, issues & complaints

Frankfurt Am Main, Hesse, Germany

Client: Quipu GmbH & ProCredit GroupCore objective: The operational performance, resource and administrative management of 6 first & second level IT service desk agents, as well as ownership of the incident management processRoster: Monday - Friday (0800-1800)Core responsibilities;Operational performance management:- the communication of strategic goals, contractual agreements, policies & procedures- the prioritisation & delegation of operational work tasks, in adherence with service level agreements- major incident management, escalation & communication in accordance to the defined processResource management:- to identify & communicate resource requirements to senior management- to establish & maintain professional working relationships with all team members- staff rostering, availability & leave management- the recognition of individual skills & attributes, definition of career paths & setting performance objectives- to provide relative & prompt acknowledgement/feedback- to identify, provide & fulfil appropriate tool/resource, access, coaching, training & professional development requirements to all team members- to engage, empower, motivate, guide & inspire staff to consistently achieve company driven & personal objectivesAdministrative management:- to provide senior management with frequent operational & staff related updates as appropriate- to produce & present scheduled incident process performance reports to senior management & clients- to establish & maintain professional cross-team & client relationships- to manage staff & client feedback, requests for improvement, issues & complaints

Frankfurt Am Main Area, Germany

Client: Quipu GmbH & ProCredit GroupResources: Internal IT DepartmentThe role was created to support the IT department adopt the relevant ISO 20.000 based processes in order to achieve accredited compliance and align with the company’s strategic goal of providing IT services externally.Core responsibilities; - evaluation, analysis and identification of corrective or alignment measures in terms of tools, processes and staff training requirements- communication of contractual agreements, policies & procedures- scheduled training of staff and direct operational support- analysis, reporting & presentation of department-based performance metrics

Perth, Australia

Client: Western Australian Education DepartmentResources: Associate system engineers, network administrators, software designers, application & technical specialists (28 staff)Core responsibilities;Operational performance management:- communication of strategic goals, contractual agreements, policies & procedures- setting, measurement, analysis, reporting & presentation of team performance metrics- prioritisation & delegation of operational work tasks, in adherence with service level agreements- major project prioritisation, coordination, scheduling & task assignment- technical change implementation review, approval & coordination- prioritisation, coordination & scheduling of new applications and/or updates to existing software & applications to be released into production- major incident & problem record prioritisation & assignment in adherence with service continuity & availability requirements- definition & management of continual service improvement objectivesResource management: - identify & communicate resource requirements to senior management- establish & maintain professional working relationships with all team members- staff rostering, leave management, payroll auditing & approval- the recognition of individual skills & attributes, definition of career paths & setting performance objectives- provide relative & prompt acknowledgement/feedback- identify & provide appropriate tools/resources, access, coaching, training & development opportunities to all team members- engage, empower, motivate, guide & inspire staff to consistently achieve company driven & personal objectivesAdministrative management:- provide senior management with frequent operational & staff related updates as appropriate- produce & present scheduled operational performance reports to senior management & clients- establish & maintain professional client relationships- manage staff & client feedback, requests for improvement, issues & complaints

Perth, Australia

Client: Western Australian Education DepartmentCore objective: Identify key areas of improvement within ICT for the purpose of increasing value to the client.Role requirements: - engage the client & end users in person, over the phone, via email, via a community sharepoint page & through web based surveys to source relative feedback- create & report on performance metrics for service delivery to identify areas requiringimprovement- utilise available information, metrics & evaluations to develop recommendations for change- review & provide input on internal processes to assist with service improvement initiatives

Perth, Australia

Client: Western Australian Education DepartmentResources: Associate system engineers & network specialists (10 staff) Project: The implementation of replacement network infrastructure & an upgrade to the standard operating environment at remote regional schoolsCore objectives: Remotely administrate technical changes & assist school based network administrators manage the network changes, in addition to any incidents and problems effectively and efficientlyCore responsibilities;Operational performance management:- the communication of project requirements, milestones & deadlines- the analysis, reporting & presentation of team performance metrics- the prioritisation & delegation of project work tasks- to communicate progress, risks & issues with project coordinators & managers - major incident management, escalation & communication in accordance to the defined process- the identification & implementation of continual service improvement opportunitiesResource management: - to identify & communicate resource requirements to project management- to establish & maintain professional working relationships with all team members- staff rostering, overtime & leave management, payroll auditing & approval- to provide relative & prompt acknowledgement/feedback- to provide appropriate tools/resources, access & knowledge documentation to all team members as required- to engage, empower, motivate, guide & inspire staff to consistently achieve project driven objectivesAdministrative management:- to provide project management with frequent operational updates as appropriate- to produce & present scheduled operational performance reports- to manage staff & client feedback, requests for improvement, issues & complaints

Perth, Australia

Client: Western Australian Education DepartmentCore objective: The operational performance, resource and administrative management of 26 first level IT service desk agentsRoster: Monday - Friday (0730-1700)Core responsibilities;Operational performance management:- the communication of strategic goals, contractual agreements, policies & procedures- the setting, measurement, analysis, reporting & presentation of team performance metrics- the prioritisation & delegation of operational work tasks, in adherence with service level agreements- to liaise with & support project teams through the implementation of new, or updates to existing services- major incident management, escalation & communication in accordance to the defined process- the definition & management of continual service improvement objectivesResource management: - to identify & communicate resource requirements to senior management- to establish & maintain professional working relationships with all team members- staff rostering, leave management, payroll auditing & approval- the recognition of individual skills & attributes, definition of career paths & setting performance objectives- to provide relative & prompt acknowledgement/feedback- to identify, provide & fulfil appropriate tool/resource, access, coaching, training & professional development requirements to all team members- to engage, empower, motivate, guide & inspire staff to consistently achieve company driven & personal objectivesAdministrative management:- to provide senior management with frequent operational & staff related updates as appropriate- to produce & present scheduled operational performance reports to senior management & clients- to establish & maintain professional cross-team & client relationships- to manage staff & client feedback, requests for improvement, issues & complaints

Darwin, Australia

Client: Northern Territory GovernmentCore objective: The operational performance, resource and administrative management of 24 first level IT service desk agentsRoster: Monday - Friday (0730-1730)Core responsibilities;Operational performance management:- the communication of strategic goals, contractual agreements, policies & procedures- the measurement, analysis & presentation of team performance metrics- the delegation of operational work tasks, in adherence with service level agreements- request fulfilment management- service, asset & configuration management (SACM)- major incident management, escalation & communication in accordance to the defined process- the definition & management of continual service improvement objectivesResource management: - to identify & communicate resource requirements to senior management- to establish & maintain professional working relationships with all team members- staff rostering, leave management, payroll auditing & approval- the recognition of individual skills & attributes, definition of career paths & setting performance objectives- to provide relative & prompt acknowledgement/feedback- to identify, provide & fulfil appropriate tool/resource, access, coaching, training & professional development requirements to all team members- to engage, empower, motivate, guide & inspire staff to consistently achieve company driven & personal objectivesAdministrative management:- to provide senior management with frequent operational & staff related updates as appropriate- to establish & maintain professional cross-team & client relationships- to manage staff & client feedback, requests for improvement, issues & complaints

Perth, Australia

Client: Western Australian Police DepartmentCore objective: The operational performance, resource and administrative management of 16 first level IT service desk agentsRoster: 24/7Core responsibilities;Operational performance management:- the communication of strategic goals, contractual agreements, policies & procedures- the measurement, analysis & presentation of team & individual performance metrics- the delegation of operational work tasks, in adherence with service level agreements- request fulfilment management- to liaise with & support project teams through the implementation of new, or updates to existing services- major incident management, escalation & communication in accordance to the defined process- the definition & management of continual service improvement objectivesResource management: - to identify & communicate resource requirements to senior management- to establish & maintain professional working relationships with all team members- staff rostering, overtime & leave management, paysheet review & approval- the recognition of individual skills & attributes, definition of career paths & setting performance objectives- to provide relative & prompt acknowledgement/feedback- to identify, provide & fulfil appropriate tools/resources, access, coaching, training & professional development requirements to all team members- to engage, empower, motivate, guide & inspire staff to consistently achieve company driven & personal objectivesAdministrative management:- to provide senior management with frequent operational & staff related updates as appropriate- to attend change management meetings for environmental awareness- to attend & contribute to post incident review meetings- to establish & maintain professional cross-team & client relationships- to manage staff & client feedback, requests for improvement, issues & complaints

Perth, Australia

Client: Western Australian Police DepartmentCore objective: Manage network infrastructure monitoring & event management systemsRole requirements:- monitor data backup completion results- investigate & resolve or escalate data backup failures- observe & confirm operational functionality of the network infrastructure monitoring & event management systems - configure & manage the network infrastructure monitoring & event management systems as required- perform data restoration tasks as requested

Perth, Australia

Client: Western Australian Police DepartmentCore objectives: End to end management of customer request fulfilment & incident management in accordance with ITIL process guidelines and service level agreementsRole responsibilities:- implement & manage quality assurance practices- induction & training of new staff- fulfil team leadership duties as requiredRole requirements: - high quality customer service focus- customer engagement & communication via phone, email, remote access & face to face correspondence- creation & implementation of a service quality control process- inducting & training new service desk agents- fulfilling team leader responsibilities - accurate information gathering, record keeping & ticket logging through a service management application (HP Openview)- access control & identity management (user account creations/modifications, unlocks, password resets, remote access/VPN account configuration and management)- request fulfilment (access management, software installations, office peripheral set up & configuration)- incident management (1st level troubleshooting, resolution & support of issues with standard office & network peripherals, incident escalation & follow up)- knowledge documentation creation, updating & sharing

Darwin, Australia

Client: Northern Territory GovernmentCore objectives: Assist through the transitional period of service uptake on a new contract.Role responsibilities: - end to end management of customer request fulfilment & incident management in accordance with ITIL process guidelines and service level agreements- implement & manage quality assurance, train new staff, create & share documentation- assist with the definition & implementation of end user account maintenance & access control processes through Active Directory Role requirements: - high quality customer service focus- customer engagement & communication via phone, email & remote access- accurate information gathering, record keeping & ticket logging through a service management application (HP Service Manager 7)- access control & identity management (user account creations/modifications, unlocks, password resets, remote access/VPN account configuration and management)- request fulfilment (access management, software installations, office peripheral setup & configuration)- incident management (1st level troubleshooting, resolution & support of issues with standard office & network peripherals, incident escalation & follow up)- knowledge documentation creation, updating & sharing

Perth, Australia

Client: Western Australian Police DepartmentCore objectives: End to end management of customer request fulfilment & incident management in accordance with ITIL process guidelines and service level agreements Role requirements: - high quality customer service focus- customer engagement & communication via phone, email, remote access & face to face correspondence- accurate information gathering, record keeping & ticket logging through a service management application (HP Openview)- access control & identity management (user account creations/modifications, unlocks, password resets, remote access/VPN account configuration and management)- request fulfilment (access management, software installations, office peripheral setup & configuration)- incident management (1st level troubleshooting, resolution & support of issues with standard office & network peripherals, incident escalation & follow up)- knowledge documentation creation, updating & sharing