Sam Driver Email & Phone Number

Adelaide, Australia

Technical Lead on Multiple Projects. Providing technical direction, management and integration of multiple disciplines, including project planning, performance and control.Supporting entire application life-cycle from Design, Development, Deployment and Support.Currently specializing in Contact Centre Management, IVR & VOIP development utilising best in class applications by Cisco, Enghouse and Verint.Supporting the Business Applications Manager.Provide outstanding customer… Show more Technical Lead on Multiple Projects. Providing technical direction, management and integration of multiple disciplines, including project planning, performance and control.Supporting entire application life-cycle from Design, Development, Deployment and Support.Currently specializing in Contact Centre Management, IVR & VOIP development utilising best in class applications by Cisco, Enghouse and Verint.Supporting the Business Applications Manager.Provide outstanding customer experience and application support.Develop and improve internal processes and procedures.Vendor management including managing relationships, evaluating performance, maintaining quality of work. Show less

Adelaide, Australia

Provide support to the global servicedesk team of 25 based in AtlantaRemedy applicaton support and developmentCreate automation processes for businessProvide application support to ServicedeskDeveloping Symantec WorkflowsTableau reporting and supportACHIEVEMENTS• I completed two major projects for the Servicedesk an overall dashboard display for daily team stats, and an individual agent dashboard which allows the 4 managers to assess and manage their team members… Show more Provide support to the global servicedesk team of 25 based in AtlantaRemedy applicaton support and developmentCreate automation processes for businessProvide application support to ServicedeskDeveloping Symantec WorkflowsTableau reporting and supportACHIEVEMENTS• I completed two major projects for the Servicedesk an overall dashboard display for daily team stats, and an individual agent dashboard which allows the 4 managers to assess and manage their team members by giving them a real time breakdown of a person’s stats.• I managed the Symantec Workflow, Symantec Servicedesk, Altiris, LLIS Toolbox web portal, and backend SQL Server during a difficult migration, integrating old Servicedesk systems into new environment and provided application support for these products to Group delivery, Infrastructure and applications teams. Show less

Adelaide, Australia

This was a shifting role comprising of a slow migration from Baulderstone Servicedesk Team leader to LendLease application support specialist as the servicedesk was relocated to the US. As part of this role I managed Baulderstone systems such as Symantec workflow, Symantec Servicedesk. I also developed automation workflows and productivity tools for the Baulderstone Servicedesk. Refer to the team leader position for further role details.ACHIEVEMENTSDesigned, developed, published… Show more This was a shifting role comprising of a slow migration from Baulderstone Servicedesk Team leader to LendLease application support specialist as the servicedesk was relocated to the US. As part of this role I managed Baulderstone systems such as Symantec workflow, Symantec Servicedesk. I also developed automation workflows and productivity tools for the Baulderstone Servicedesk. Refer to the team leader position for further role details.ACHIEVEMENTSDesigned, developed, published, and maintained an entire customer facing online request access system for onboarding new users.• Using Symantec workflow I created an online portal where employees could onboard new users with email approval integration, request management, HR, procurement and AD/Exchange integration. This cut down the turnaround time to generate new user access from 3 to 4 days to minutes while generating automated notifications to relevant departments. I delivered the IT Capital Expenditure Request process which included end to end request management, finance and external vendor integration.• Using Symantec Workflow I created an asset portal that procurement could use to order hardware from vendor (Dell) using external XML vendor integration, track assets and deliveries, also automated Jobpac (financial system) updates and notification/confirmation of delivery from Field support. This resulted in 22% reduction of workload within procurement while improving traceability of assets. Show less

I managed a team of 5 servicedesk personnel to deliver helpdesk support to a company of 3000, averaging 1600 calls a month with a minimum fix on first of 60% usually exceeding 75% most months. I was the point of contact for escalation, 2nd level groups and vendors. I maintained the day to day operations of the servicedesk including scheduling and quality control, Case/Queue Management and Staff time management. I generated monthly servicedesk reports for the CIO and management and developed and… Show more I managed a team of 5 servicedesk personnel to deliver helpdesk support to a company of 3000, averaging 1600 calls a month with a minimum fix on first of 60% usually exceeding 75% most months. I was the point of contact for escalation, 2nd level groups and vendors. I maintained the day to day operations of the servicedesk including scheduling and quality control, Case/Queue Management and Staff time management. I generated monthly servicedesk reports for the CIO and management and developed and maintained servicedesk processes and performed advanced troubleshooting diagnostics.ACHIEVEMENTS• Involved in Major business restructure when Baulderstone/Abigroup/IS was acquired by LendLease which lead to the absorption of the 3 servicedesks into the LendLease helpdesk based in Atlanta. This required a major rewrite of all servicedesk processes to align with LendLease processes, I spent a month in the US working with the service managers collaborating and aligning for handover. Leading to a Successful integration of the 4 helpdesks.• Hired and mentored multiple members of the servicedesk over the years identifying key strengths and areas of interest and working with 2nd level groups to enhance their skills to the point where they have been promoted into 2nd level roles including application support (2), server management(1), messaging (1) and desktop support(3). Our retention rate was above average with most agents averaging 3yrs+.• Key team member in the implementation of new servicedesk tool and workflow automation including requirement analysis, design, implementation and ongoing workflow development Show less

Adelaide, Australia

-Problem investigation and resolution-Problem reporting and compliance -Perform Level 1 problem investigation either fix or escalate & track-Provide Desktop support including software, hardware and networking support for desktops, laptops and peripherals.

Adelaide Area, Australia

Combined 2nd Level Helpdesk (Took over responsibility for all Holden Tasks that go to 2nd level), while continuing 1st level Holden support & also SAP support.-All Tasks associated with Active Directory inc. Directory Access/Software Installs-Creation/Modification of User Accounts via AD-Advanced Helpdesk Support problem solving and troubleshooting-Operate computer and/or devices at a remote location-Including all prev level 1 helpdesk supporting functions

Adelaide Area, Australia

-Problem investigation and resolution-Problem reporting and compliance -Perform Level 1 problem investigation either fix or escalate & track-Ensure all Help Desk queries are allocated appropriately by determining urgency and level of expertise required

Adelaide, Australia

NightShift work supporting US Internal SAP helpdesk

Adelaide, Australia

• To contribute to the satisfaction of customer expectations by providing advanced technical support for a wide range of telecommunication products and services. • Interact with the customer to understand and meet service expectations • conduct simplex and complex testing, and diagnostic activities on equipment, simplex and complex products, service and system faults remote from the field, and determine the appropriate course of action from a wide range of variable solutions, in a… Show more • To contribute to the satisfaction of customer expectations by providing advanced technical support for a wide range of telecommunication products and services. • Interact with the customer to understand and meet service expectations • conduct simplex and complex testing, and diagnostic activities on equipment, simplex and complex products, service and system faults remote from the field, and determine the appropriate course of action from a wide range of variable solutions, in a timely and professional manner Show less

Advanced Diploma, Information Technology

Diploma of Information Technology

Education record