Rowan Hills Email & Phone Number

Melbourne, Victoria, Australia

London, United Kingdom

The role has a broad remit covering: Information Security, desktop compute, private cloud services, public cloud (Azure and AWS), connectivity (LAN, WAN, WiFi), and management of a broad range of application vendors for different SAAS solutions.

London, United Kingdom

I manage key global accounts (household names) in the UK and US, handling any escalations and issues that the client may experience. I also delivered Service Reviews (quarterly and monthly) ensuring performance is in adherence to the SLA’s and I maintained the Continuous Service Improvement registers with each client, tracking and updating these throughout the client lifecycle.Key achievements: - Design and implementation of Managed Services costing tool- Design of Statement of Work templates for Managed Services division- Overhaul of ITSM tool- Rework of ITIL aligned Service Management processes- ISO27001 compliance

Melbourne, Australia

Assisting Managed Service firms with their Service Delivery functions. I focus on helping the company develop a customer first approach and create strong internal culture around customer success. I work with the company to look at the Service Life Cycle and how this is generating value for their customers. We can then utilise ITIL best practices to build solid process to consistently provide high quality outcomes for their customers. Key skills include:- ITIL based Service Request and Incident management- ITIL based Change and Problem management- Assisting with organisation change, adoption of new ITSM tools, time sheeting practices, ticket management practices, etc.- Customer Satisfaction measurement- Key Performance Indicator (KPI) development- Project Management integration- Developing documentation practices

Melbourne, Australia

This role focused on ensuring high levels of service were consistently provided to the client base. This meant continuous improvement of the service delivery function based on internal stakeholder input, customer feedback and ITIL best practices. Key achievements:- Introduced engineer KPI’s: Customer Satisfaction, ticket management, utilisation target- Implemented ITIL based change control process- Raised customer satisfaction- Introduced reporting on ticket categorisation and incident trends- Significant reduction in incoming incidents across client base

Sydney, Australia

This was a newly created role where I headed up the Consulting, Products and Projects teams at VISITS. During my time in this role I was able to establish multiple key partnerships which have created significant growth in both sales leads and product revenue. New products were introduced into the Consulting product catalogue, once the leads were converted they were handed over to the PMO for implementation.My key achievements were:- Built a partnership with Dell, VISITS was recognised in the top 10 Dell partners Victoria- Introduced several new products (Shadow Protect subscription services, Mimecast, Azure, O365)- Built Microsoft partnership, VISITS became 1 of 120 managed accounts in Australia- Built process for consulting engagement and project delivery

North Sydney

While in this role I have been instrumental in the restructure of service delivery for this company. By managing a team of 11 engineers Australia-wide I ensure that all service delivery standards and SLAs are met. I also maintain excellent customer relationships with all key client contacts.

North Sydney

Commencing this role as a Level 1 I was involved in all standard help desk support and was quickly recognised as a key member of the team. After 12 months I was moved to Level 2 work and was placed in charge of the Sydney satellite office.

Itil V4 Foundation, Information Technology

Exec Master Of Business Administration (Mba), Business Administration And Management, General

Comptia A+, It