Stephen Hicks Email & Phone Number

Stephen is co-founder and director at impeltec, a company focused on offering Windows® SOE imaging services for end-user devices and servers. impeltec has developed a proprietary solution for Windows® image creation using a high degree of automation to quickly and reliably build a custom image with minimal interaction. impeltec provides services that cater for the entire device lifecycle, including application packaging, deployment consulting, and cloud-based end-user device management.Stephen’s goals, and likewise impeltec’s, are to reduce customers’ capital expenditure (CapEx) and operating expenses (OpEx) through the provision of professional services and high quality solutions.

Stephen was responsible for architecting HP's SOE management methodology for the Asia-Pacific region. This involved designing the architecture used to build and maintain SOEs and defining processes to be used during SOE build, staging and deployment. This was done in conjunction with documentation and training for both SOE engineers and end-users. All the code required for associated tools was planned and implemented by Stephen, and he managed the programmers who were performing the coding.Stephen provided consulting to various HP teams world-wide, providing both technical assistance and solution guidance. He was involved in the pre-sales process, contributing to responses to tenders and creating proposals.While at HP, Stephen received worldwide recognition for his innovative solutions on 4 occasions.

Stephen provided design services for SOEs. This involved consulation with customers to determine business and user needs, and liasing with other teams and vendors to ensure the SOE adequately integrated into all required IT systems. Stephen was then responsible for building the SOE image, including tasks such as application packaging, Windows automation and scripting, and hardware certification.Additional responsibilties included maintaining the code which was used to perform the SOE staging process, and managing the development lab.

In this role working on the HP outsourcing service desk, Stephen was responsible for all aspects of the service desk for a number of HP's outsourcing customers. This included managing staff, being responsible for service levels agreements (SLAs) and coordinating support activities between 1st, 2nd and 3rd level support, as well as external providers. An important facet to this role was working closely with both the account management team and the customer on any incidents, problems and projects.Stephen also served as a techncal escalation for the service desk, providing advanced troubleshooting skills for complex incidents and problems.

Supervised all aspects of the IT service desk, including managing customer support agents. Provided service desk representation in a number of IT projects, interacting with both internal teams and external partners.

Provide IT service desk support to users distributed around Australia and New Zealand. Involved in service desk improvement projects such as implementation of call tracking toolset and support knowledgebase.