Robert Harvey Email & Phone Number

Brighton, Victoria, Australia

Ormond, Victoria, Australia

A generalist role providing support to the rest of the IT team, staff and students as required.Responsibilities:✦ Second Level IT Support to Service Desk staff✦ Application & Audio Visual Support for Staff & Students✦ Network, Software and Service Documentation✦ Support the Network Administrator - Active Directory, Account Management, Infrastructure Asset Management, etc.✦ Support the Database Administrator - User and Account Administration, SchoolBox Content Management, etc.

Bundoora, Victoria, Australia

IT Networks are a managed service provider offering a full service IT Department. We work with our customers to provide the IT Service and Support they require to facilitate their operation.Responsibilities:✦ Remote monitoring of customer servers and workstations✦ Providing support to customers for all IT and Telecommunications related issues✦ Management of support data and customer information

Heidelberg, Victoria

1st Level Help Desk Support with occasional on-site technical duties including:✦ Managing and coordinating the administration of Mind’s Information systems✦ Management if user accounts and services with Active Directory✦ Provide ICT infrastructure for the organisation✦ Integrate systems across the business✦ Support training, system support, report delivery and interpretation.

Forensic Services Department, 31 Forensic Drive, Macleod Vic 3085

Responsibilities:✦ Project Manager for the local Property and Laboratory Management (PALM) implementation for Forensic Services✦ Unit Manager for the PALM Forensic Support Team✦ Manage the ongoing application development, testing and defect resolution✦ Facilitate change management and manage stakeholders through communication, consultation, and negotiation.✦ Identify & mitigate risks to project delivery within a complex system support structure✦ Define and deliver outstanding user training, largely for the forensic user cohortAchievements:✦ I was the Project Manager for the team that delivered the Property and Laboratory Management (STARLiMS) system for the Forensic Services Department two months ahead of schedule.✦ Refined change process for delivering vendor provided packages through the testing and production environments

East Melbourne

Responsibilities:✦ Manage office and mobile telecommunications infrastructure and services across Victoria✦ Vendor, Stakeholder, Project and Contract Management✦ Governance and Policy development and documentation✦ Manager of Phone Support Team providing operational supportAchievements:✦ I developed a successful state-wide service desk and operational support team for all Telecommunications services✦ I am the subject matter expert (SME) for Unified Communications Pilot encompassing a hosted platform, Citrix Desktop/Mobile, voice recording and network storage (SAN), Microsoft Office365 and Cisco Jabber✦ I implemented an open source ITIL compliant IT Operations Portal and Configuration Management Database (CMDB) with a MySQL backend for asset and service management at no cost to the Department.✦ I led governance and reporting changes that achieved a $1.7M reduction of annual telecommunications expenditure while at the same time improved service levels through better service and contract management✦ I developed and implemented a semi-automated online financial journalling and reporting system which reduced the effort expended on cost recovery from one week per month to half a day✦ Completion and certification for ITIL Software Asset Management

Melbourne

Responsibilities:✦ Technology Specialist✦ Project Management✦ Customer Consulting and Support✦ Solution Development and Design✦ Vendor Management✦ Specialist Support for Project Team Staff✦ Second Level Support to Operations TeamAchievements:✦ I was a core part of the team that successfully deployed 667 CallManager Express systems to bank branches across Australia✦ I was the Project Manager for several large staff relocation projects, upgrades and building refurbishments✦ On my own initiative I developed a web based content management system to provide documentation, project management and reporting tools✦ I developed a business case for a Sharepoint server to replace our existing shared folder structure to improve file access and improve efficiency.

Melbourne

Responsibilities:✦ First and second level Voice Network support to National Australia Bank staff✦ Moves, Adds and Changes for Commander systems, Ericsson MD110 and Ericsson BP250 PBXs✦ Project Manage small to medium Projects✦ Record, diagnose and resolve faults

Responsibilities:✦ Provide Voice Network support to all council staff✦ Moves, Adds and Changes for Nortel Meridian PBX✦ Maintenance and management of Nortel Meridian PBX✦ Vendor Management✦ Project Management✦ Customer Consulting and Support✦ Backfill Network Support Specialist (Cisco Infrastructure)Achievements:✦ I expanded the core responsibilities of the role from a purely support and operational focus to include strategic and long term planning to ensure development of the telecommunications network would continue to meet future requirements.✦ I developed a project plan for the organisation to migrate from a traditional circuit switched PBX to a Cisco CallManager including the IPFX Call Centre solution.✦ I implemented a program to cross train myself and the data network specialist to provide some redundancy and backfill options.

Footscray

Responsibilities:✦ Provide Voice Network support to all University staff✦ Team leader for Voice Team✦ Moves, Adds and Changes for Ericsson MD110 PBX✦ Maintenance and management of Ericsson MD110 PBX and related voice infrastructure✦ Strategic planning and development of voice infrastructure✦ Budget Management via Cost Recovery and User Billing✦ Vendor Management✦ Project Management✦ Customer Consulting and SupportAchievements:✦ In this role I unified the University telephone network to a common Ericsson MD110 platform across all campuses✦ I significantly reduced the annual telecommunications spend by evaluating and deploying an extension level billing system for the University✦ I project managed several large upgrades including the replacement of one 1100 extension NEC PBX and four Fujitsu PBXs

Responsibilities:✦ Provide first and second level desktop and network support to University staff✦ Faculty IT Liaison and management of computer facilities in teaching labs✦ Network management and troubleshootingAchievements:✦ I assisted in the formation and development of the University wide IT Help Desk✦ I wrote many of the policies and procedures that led to the current Service Level Agreements and Standard Operating Environment✦ I developed and presented an “Introduction to Basic Networking” course to familiarise the staff with the new browser, email and networking operating system