Ruben Romero Email & Phone Number

Sydney, New South Wales, Australia

The primary purpose of this role is to ensure that service provision agreements between Allianz Australia and IT providers are maintained. executed effectively and delivered in compliance with agreed Service Levels to maximise benefit delivered to the organisation and customers.• Managed the validation of Service Provider Service Level reporting to ensure SLA results are complete, accurate and reflect the services delivered as per agreement.• Review and approve Service Level… Show more The primary purpose of this role is to ensure that service provision agreements between Allianz Australia and IT providers are maintained. executed effectively and delivered in compliance with agreed Service Levels to maximise benefit delivered to the organisation and customers.• Managed the validation of Service Provider Service Level reporting to ensure SLA results are complete, accurate and reflect the services delivered as per agreement.• Review and approve Service Level failure root cause and remediation plans to ensure they are comprehensive and adequately address the Service Level failure. • I ensured the management of Service Provider processes relating to IT change, incident, problem management and backup integrity from our IT Service provider are in line with the Service blueprint and best practice. • Conduct regular meetings with IT Portfolio Managers and Business Owners, and drive actions required of the IT Service Agreements & Supply function to deliver agreed business outcomes.• Provided guidance to IT Portfolio Managers and Business Owners on Service Level performance and changes to Service Level Agreements to optimise outcomes for Allianz Australia. This was done through regular meetings and service performance reports.• I provided clarity on the risk process and monitored the team’s adherence to relevant policies and procedures to drive desired behaviours and implement a proactive and risk-aware management culture.• Participated in the successful audit compliance of Incident, Problem and Asset management.• Validated and aligned IT Service Operations Procedures to Global Service Blueprints to ensure compliance and consistent quality of IT service compliance and procedures.• Used tools such as SharePoint, Teams and Jira to keep productive contact with colleagues and general work management. Show less

Sydney, New South Wales, Australia

As Technology Service Delivery Lead, my primary responsibility was to lead the transition of the Hollard IT teams into a centralised Cloud managed service. The cross-functional IT team is responsible for the end-to-end delivery of IT services. I was tasked with providing experience and expertise in organising the teams to provide an exceptional IT operations and service delivery based on Industry best practices.• I was responsible for planning and coordinating delivery of IT… Show more As Technology Service Delivery Lead, my primary responsibility was to lead the transition of the Hollard IT teams into a centralised Cloud managed service. The cross-functional IT team is responsible for the end-to-end delivery of IT services. I was tasked with providing experience and expertise in organising the teams to provide an exceptional IT operations and service delivery based on Industry best practices.• I was responsible for planning and coordinating delivery of IT infrastructure/network and cloud technologies services in alignment to business and technology outcomes.• Ensured efficient and effective management of resources and vendor partners for delivery of IT infrastructure/network and cloud technology services.• I took a leading role in uplifting service management, change control and overall IT Service Management to ensure compliance with Industry best practices such as ITIL.• I led the authoring and implementation of service operation procedures and service blueprints with product owners across all areas of services.• I promoted a collaborative team through formal process and frequent interactions to establish a cooperative work environment and free sharing of knowledge. • Promoted accountability by managing the teams through bi-weekly sprints using DevOps to measure progress. Show less

Sydney, New South Wales, Australia

My responsibilities include the support the monitoring and governance of services delivered by third party suppliers and act as a key escalation point in key service management processes, including supporting the resolution of escalated technical issues (e.g. P1 incidents), and communicate service delivery issues that require senior management action. Support the review of major changes and releases and provide support for other management processes (e.g. invoice validation, technical… Show more My responsibilities include the support the monitoring and governance of services delivered by third party suppliers and act as a key escalation point in key service management processes, including supporting the resolution of escalated technical issues (e.g. P1 incidents), and communicate service delivery issues that require senior management action. Support the review of major changes and releases and provide support for other management processes (e.g. invoice validation, technical evaluations, supplier proposal review and deliverables acceptance).Develop business cases and concept papers and maintain an understanding ofbusiness requirements and demand for services and Identify and support the management of emerging supplier issues and challenges affecting service delivery.The review service delivery related reports including supplier compliance with contracted obligations, including technical services delivered, crossfunctionalprocesses, and service levels.Ensure customer satisfaction with portfolio services and delivery of services by supplier/s to identifyemerging issues and initiate remedial action. Support the scoping of initiatives with suppliers to addressimprovement opportunities identified. Review supplier initiatives and provide input, advice andassistance to support the development of business cases. Proactively identify and escalate potential risks and contribute to the development of risk management plans, establishment of risk controls and performance of risk mitigation activities. Show less

Sydney , Nsw

I was accountable for maintaining the service and operational delivery across the corporate infrastructure and the EUC space. Key accountability was given for service strategy, operations management, governance, private cloud services, and project management.• Provided thought leadership and modernised the Service Management practices across Caltex. This was a key initiative to drive an agile workplace. This ensured a fit for purpose approach with stakeholder leadership and successful… Show more I was accountable for maintaining the service and operational delivery across the corporate infrastructure and the EUC space. Key accountability was given for service strategy, operations management, governance, private cloud services, and project management.• Provided thought leadership and modernised the Service Management practices across Caltex. This was a key initiative to drive an agile workplace. This ensured a fit for purpose approach with stakeholder leadership and successful vendor management. This led to the reduction of incidents by 40% from about 350 incidents per week to around 210 (major instances reduced by 80%).• Led CAB Change process and restructured the Release management to engage with the greater business, vendor and customers for effective pilot testing, BCP and consistent quality of service.• Aligned vendor service management framework with Caltex's Cloud-first strategy. Led the deployment of an agile workspace environment which consisted of Office 365 (Exchange Online, OneDrive, Teams, SharePoint), Windows 10 readiness, End-user driven application deployment and the framework of a BYOD strategy.• Conducted several improvements to the localised and WAN infrastructure including migrating offshore sites to local links for improved bandwidth. Also contributed to the QoS improvement strategy of applications to ensure network services are used effectively.• Introduced an asset management process. This provides considerable cost savings as unused assets can be easily re-assigned as required. During the Caltex transformation of 2018, we were able to incur 15% savings to the budget by re-assigning viable unused assets such as printers, screens and workstation equipment.• Delivered a decrease of 20% in incident volumes within 3 months from my start date through Service Improvement Plans and structured Incident and Problem analysis. This resulted in greatly improved system stability and greater user experience compared to previous years. Show less

Macquarie Park

Reported to the Head of APAC Support Services and responsible for managing the Australian components of a global support framework based on different time zones. Key responsibility roles include service delivery governance, workflow management, quality governance, staff management, and staff training/development.• Part of the Service Delivery Leadership team that acted as the primary interface between Citrix customers & field teams, and engineering in a 24/7 “follow the sun” model… Show more Reported to the Head of APAC Support Services and responsible for managing the Australian components of a global support framework based on different time zones. Key responsibility roles include service delivery governance, workflow management, quality governance, staff management, and staff training/development.• Part of the Service Delivery Leadership team that acted as the primary interface between Citrix customers & field teams, and engineering in a 24/7 “follow the sun” model, supporting over 330,000 organisations.• Key escalation point for high-value clients including defence, government, banks, and universities. This involved prioritisation of client requirement, expectation management, and engineers assigned.• ANZ project lead on a global project to introduce Salesforce and new Workflow tools.• Wrote and standardised workflow management policies and procedures to increase maturity within a region where workflow management was newly adopted. Developed standard workflow materials.• Ensured Service Level Agreements (SLAs) and service quality were consistent during the support process to maintain optimal service level, and that defined acceptance criteria were met.• Analysed service delivery and workflow reports as part of a continuous improvement programme. Met key challenges within a rapidly developing and expanding portfolio of large-scale cloud applications across all product lines, including app/desktop virtualisation, networking, and content collaboration.• Coordinated workflow for all APAC Teams in service delivery and managed a team of 3 x engineers. Show less

North Sydney

The position of Team Lead and Senior IT Support Engineer was responsible for providing subject matter expertise on the deployment and management of the Symantec SMP platform. This included ensuring support delivery teams were meeting customer delivery issues whilst also managing more complex incidents and client engagements.Responsibilities:• Senior Technical Support Engineer for the Symantec Endpoint Management Team in the APJ region and responsible for Symantec Management… Show more The position of Team Lead and Senior IT Support Engineer was responsible for providing subject matter expertise on the deployment and management of the Symantec SMP platform. This included ensuring support delivery teams were meeting customer delivery issues whilst also managing more complex incidents and client engagements.Responsibilities:• Senior Technical Support Engineer for the Symantec Endpoint Management Team in the APJ region and responsible for Symantec Management Platform (Altiris), which is a System Administration tool for Site Management, inventory, software deployment, and client image deployment.• Provide Advance and Backline support to Symantec Endpoint Management customers. • Single point of contact for escalation requests submitted by both partners and customers at an Enterprise global level. Clients included large government agencies, banks, airports, universities, and financial businesses.• Coordinated with other Support Delivery teams to provide the most effective means to deal with support issues, to maintain business continuity and customer confidence. Coordinated with the Sales team to provide effective pre-sales support and customer environment analysis.• Analysed ongoing or repeating incidents in order to identify service or application shortcomings.• Provided leadership and direction to teams of up to 10 staff (3 Engineers and 10 ESC Security staff). Grew the service delivery to become one of the most trusted and most recognised teams globally. Show less

Rydalmere, Nsw - Australia

My responsibilities involved the, support and maintenance of the company’s wide area network. IDEXX is a multinational company and often my tasks and projects required coordination and cooperation with International IT teams. ● It was my responsibility to assist in the maintenance and functionality of the network infrastructure including the File servers, security and user administration. This includes exchange administration.● A major part of my role was to provide Technical user… Show more My responsibilities involved the, support and maintenance of the company’s wide area network. IDEXX is a multinational company and often my tasks and projects required coordination and cooperation with International IT teams. ● It was my responsibility to assist in the maintenance and functionality of the network infrastructure including the File servers, security and user administration. This includes exchange administration.● A major part of my role was to provide Technical user support for all IDEXX interstate sites with a total User base of over 200 employees. As a result I am very experienced in providing user support on a wide range of issues.● Blackberry Manager Experience. I support handheld users through BES Server.● IT Asset Management. ● During my employment at IDEXX, I have configured and deployed new servers. I have also configured and maintained Linux file and web servers with sendmail, Apache and SQL features as well as the implementation of a Linux based monitoring tool to keep watch of all business critical network devices. ● My experiences also include the transfer, implementation and maintenance of a paperless system on a Windows 2003/SQL platform.● Frequent interstate travel relating to maintenance, support and implementation of Company Network infrastructure. ● Some PABX experience with managing extensions and Universal Messaging.Key Achievements: I was awarded a Reward and Recognition certificate for Process Improvement and again for again with a Recognition Award for Exceptional Customer Service. Introduced and maintained an SQL based support ticketing system. Wrote several process and technical documents  Took part in an Australia wide upgrade of the IDEXX IT infrastructure. Facilitated the data transfer of File Maker to Sales Force by creating and managing the appropriate back ups, data conversion and redundant systems. Show less

Enfield, Nsw - Australia

My duties involved assisting the Systems Manager with the support and maintenance of the Company’s wide Area Network which expands through a total of 7 branches throughout Australia. ● To provide Technical user support for all Toyo interstate sites with a total User base of over 150 employees. As a result I am very experienced in providing user support on a wide range of issues.● The Network included an Exchange service with several file servers connected within a Domain which I was… Show more My duties involved assisting the Systems Manager with the support and maintenance of the Company’s wide Area Network which expands through a total of 7 branches throughout Australia. ● To provide Technical user support for all Toyo interstate sites with a total User base of over 150 employees. As a result I am very experienced in providing user support on a wide range of issues.● The Network included an Exchange service with several file servers connected within a Domain which I was required to administer.● Configuration and maintenance of Individual Workstations throughout the company. It was my responsibility to ensure successful connectivity to the Domain servers ● During my employment within Toyo Tires, I have installed and configured File Servers for every State Branch. ● I assisted in the migration of the previous Network file System to a new Centralized Citrix based system. This involved modifying Workstation configurations and Data Migration from previous site offices to a centralized server platform. ● Responsibilities also included user support on all areas of the IT department including Microsoft Office and other applications. Key achievements:  Wrote several process and configuration manuals for desktop deployment and user configuration. Assisted with configuring localized file servers that replicate overnight with the main office that drastically improved performance – This later transitioned to using a Citrix cloud. Introduced a Quality Control ticketing system for the main Sydney factory that prints out pre-created forms instead of having employees filling out multiple forms. This increased production efficiency as less time was spent doing paper work. Show less

Kogarah, Nsw - Australia

Description of Duties● My duties include the administration and configuration of the present Novel Network including all servers and workstations. ● The installation of a campus wide roaming Wireless network capable of supporting 60 notebooks and wireless devices as well as setting up three new computer rooms with 20 nodes each● Hardware and software audits for all networked servers and workstations within the Kogarah High School Network which includes 200+ workstations… Show more Description of Duties● My duties include the administration and configuration of the present Novel Network including all servers and workstations. ● The installation of a campus wide roaming Wireless network capable of supporting 60 notebooks and wireless devices as well as setting up three new computer rooms with 20 nodes each● Hardware and software audits for all networked servers and workstations within the Kogarah High School Network which includes 200+ workstations. ● Another accomplishment within this Organisation includes the creation of a Functional web based interactive network diagram including all Logical and Physical aspects of the individual network segments and make it accessible from any workstation on the network. ● I was also required to provide IT technical assistance and training to school staff and students in both the use of the workstations and other peripheral devices such as printers and scanners. ● Maintenance of both hardware and software aspects of the network. Show less

Prince 2 Foundation, Information Technology Project Management

Itil Foundation Certificate In It Service Management

Symantece Management Platform 7.1, Specialized Product Training

● Monitoring And Troubleshooting Microsoft Exchange Server 2007, Microsoft Certificate

● Managing And Maintaining A Microsoft Windows Server 2003 Environment, Microsoft Certificate

Advanced Diploma In Information Technology: Network Engineering

Information Technology Level 3