Simon Craft Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Melbourne, Australia

Establishing strong relationships with key business stakeholders from adminstrators to C level with an eye to strengthen relationships and build keep clients ahead of the technology gameScoping and proposing solutions based on IaaS, SaaS and DaaS platformsHaving in depth discussions with cloud-phobic clients around both simple and complex cloud based or hybrid cloud solutionsComfortable selling both private and public cloud solutions including Microsoft Office 365 and Azure based solutionsIncreasing the spend of current clients through relationship buildingDiscussing business appropriate solutions with a range of clients across a diverse range of industries

Port Melbourne

Responsibilities:Providing consultations with clients on implementations of new and replacement IT solutions to improve their businessSolid results in various hardware sales including Servers and Networking infrastructureProviding tailored Managed Service Agreements to meet specific client’s business needsManaging escalated issues for clients, liaising with technical staff to ensure a timely and complete resolution is metProviding suggestions for internal business improvementAchievements:Managing future rollout of Connectwise within the businessExceeding sales revenue of colleagues in sales of Servers Managed Services Contracts, Internet contracts and Replicated Backup solutions within first 2 monthsBringing new business to the companyUpselling existing clients from a Time and Materials agreement to fully managed contractsSuccessfully converting prospects into clients

Melbourne, Australia

Responsibilities:Managing a team of Engineers, meeting regularly and providing progress updates and resolving workplace issuesOverseeing escalated issues to resolutionMaintaining relationships at an Account Manager level with all Synapse IT clientsProviding updates and reporting KPI’s and company billings to DirectorConnectwise AdministratorHardware sales and solutions consultations to all clientsAchievements:Improving workflows, creating KPI’s and ensuring they are met, with a 50% increase in utilization over 6 monthsManaging Connectwise Helpdesk Management Software to improve workflows and increase productivityCreating new policies and procedures to maximize efficiency of Service Team.

Inverness, United Kingdom

Responsibilities:Assessing technical requirements for desktop and server related change calls and allocating to appropriate resourcesMaintaining and managing major and standard changes to prevent SLA failuresLiaising with Service Delivery Managers and key account contacts to advise on feasibility, resourcing and timeframes for completion of major changesResponsible for providing regular reporting to key stakeholdersAchievements:Revising and rewriting current change management process to resolve issues where the team was consistently failing SLA’s and not meeting KPI’s. As a result of this work, call backlogs were reduced by 75% and SLA failures were reduced by 100%

Working role includes a mix of IT Security, 2nd and 3rd level Service Desk and Desktop Support tasks (70% working day on Service Desk and Security tasks, 30% desktop support)Experience gained but not limited to:• Application support for newScale RequestCenter• Project manager for the Service Desk• Liaising with vendors and internal parties to arrange uptake of support for new products and services within the bank• Creating and delivering training documentation relating to the Service Desk for new products and services• Ensuring the Service Desk has required resources to provide adequate support for new products and services• First point of contact for the Service Desk in regards to service uptake• Provisioning a wide array of requests in Active Directory, including Exchange groups such as mailboxes, calendars, distribution lists etc.• Troubleshooting various market data applications such as Reuters, Bloomberg, Charles River etc.• Installations and reinstallations of SOE on bank PC’s• Maintiaining team knowledgebase including establishing and maintaining key contacts for assistance with in-house applications• Providing sole point of contact support for remote connections in Citrix and Cisco VPN environments• Support for various Human Resource software applications• Giving intense training sessions to new starters on the Service Desk• Solely responsible for maintaining Service Desk Knowledgebase• Provide reporting to senior management• Lead sharepoint 2007 project manager for Service Desk

Application support for various Market Data software applications, ensuring traders receive essential market feeds without any delays, includes liaising with onsite support teams to provide accurate error handling and troubleshootingSupport for Investment Bank staff regarding a wide range of applications, Microsoft office suite and proprietary applications included. This involves a large amount of troubleshooting with an eye towards first touch resolution, as well as liaison with onsite support partnersActing as a technical escalation point within the User Service centre, both for USC agents and for Team LeadersCompiling statistics on call handling gathering data from Remedy in to Excel to provide updates on USC progress to the management teams of support partners based in London outlining call handling statistics by call managersActing as a technical escalation and support point within the USC for the rollout of new software and procedures including Remedy ITSP rollout, Sharepoint support rollout, amongst other support take-ons within the Service Centre