Steve George Email & Phone Number

Brisbane City, Queensland, Australia

Brisbane Cbd, Queensland, Australia

Resposible for the L2 Clincal team within Australia and New Zealand. This was supporting a range on clinical software suites to enable to smooth running of the respective departments within client regional healthboards.

Sydney, New South Wales, Australia

Responsible for managing the Helpdesk team for Australia, New Zealand and Fiji to maintain a law application suite - Practice Evolve. Developed in-house, this software suite is composed of two key elements - Accounting and Document management systems.When joining this company one of my first tasks was to document all processes within the support department working within ITIL principles. Managed escalated incidents from both sides of the software and liaise where necessary with our client base to ensure the smooth running of the product. This included raising Jira requests with the development team when areas for improvement had been identified.With a client base of over 6,500 lawyers, I regularly met with client CEOs and local IT suppliers to ensure all targets were being met and SLA’s achieved satisfactually.

Sydney, Australia

Responsible for the completion of all high priority incident resolution across the business. Ensuring all high priority Incidents are managed through to resolution across all customer contracts. Exceeding company standards and identifying opportunities to continually improve our service obligations.

Sydney, New South Wales, Australia

Responsible for delivery of NBN services to our customers across Australia. Maintaining a fully managed service to our existing customers whilst supporting transition for new customers into the Commschoice support environment.

Responsible for the support during rollout of Office 365 across Australia, to all national employees. Managed internal service desk across Ricoh Australia. Responsible for all calls meeting and exceeding SLA requirements. Leading the service desk team to ensure all employees are at a technical standard expected by the company.

Sydney

Responsible for delivery of services invoking 3rd party engineers to any given contract. Managed smooth running of implementation of engineers to any given requirement. Ensuring all documentation and processes were clearly documented. Leading the service delivery requirement to ensure all contractual requirements were met across the business.

Sydney, Australia

IT Sales and Solutions - Responsible for providing and implementing the individual technical requirements for hardware and software for any given company (depending on our clients specific requirements). This involves meeting with client companies IT director to spec out and then implement a solution to any given business environment. Specifically these are VOIP phone software and hardware, conferencing display, boardroom hardware and solution, cloud office products in a BYOD environment and photocopiers to fit our customers business needs. Once initial dialogue takes place I then spec out our business solution to not only be cost effective but also to ensure resilience across our range of cloud based products.

In role at Fujitsu I was responsible for all service calls and tasks meeting SLA. I ensured all major incidents were completed successfully (as per the agreed process and that service was fully maintained at all times). Also where possible advising the customer on opportunities for development to ensure continual service improvement. I managed 3 teams consisting of an English team of 1st and 2nd line analysts, a bilingual Greek team and also a trilingual Polish team. These were based in the UK, Poland and Kuala Lumpa. The service desk model was follow the sun based and of native speaking analysts. This was a 24/7/365 desk to support all the operating units within the PZ Cussons customer base. I was responsible for all major incident resolution. This was a holistic approach, as I was involved in setting out process. Any major incidents were escalated to me directly by all teams. I then managed the incident back to full service, invoking the necessary people to provide workarounds within SLA and ensuring permanent solutions are applied by means of root cause analysis and problem management. I was integral in establishing a new service desk, developing and documenting all processes set out by the customer, creating a central database of technical knowledge and a known issues database to ensure all problem management and future issues could be resolved as quickly as possible (making sure the correct information was available to all my team members at all times to help with the smooth running of all teams). I analysed and developed all KPI's and trending within the service to make recommendations via the change process. I was a member of the change management and emergency change advisory boards. I authorised all daily changes from the service desk perspective and fed this information back to my teams via weekly comm cells.

During my time at HP I was responsible for the resolution of escalated and complex issues for all external customers. This consists of complete desktop support, client worldwide network support, Active Directory, Exchange and MARS security, Active sync, Lync, VPN, VMware and Terminal servers. These are done remotely for over 4000 users currently supported worldwide and where necessary the escalation to 3rd party suppliers to ensure complete and sustained resolution. My duties included problem management, change management and assessing call trends for the creation of problem tickets. I was responsible for incident management and where possible to minimise the impact to the service we are contracted to support. I also trained new starters, ensuring a smooth transition into the team once new members were fully proficient.I spent 4 months working on site at headquarters for our largest customer, PZ Cussons. This opportunity was to strengthen our partnership and enabled me to gain extensive knowledge in network maintenance on a face to face basis both on Client and Server level. Due to this, the role was very high pressured, in both environment and expectations from turnaround time to resolution. Reporting directly to the Group IT Director, I was awarded a HP bronze certificate of achievement for my commitment in ensuring all tasks were completed successfully.In the 7 years here I was promoted three times to the senior position in my team and manage both 1st and 2nd line teams on a regular basis or in the absence of the escalation manager. I also had the opportunity to head contracts in all areas of the service desk. In order to fulfil customer expectations (above and beyond) and to manage completion of all customer support calls. I hold monthly review meetings to asses Key Performance Indicators and contracted Service Level Agreement’s for reporting to the IT Director’s of HP’s key contracts.

Parramatta, Sydney

During my time with the Office of State Revenue in Sydney, Australia, I was responsible for a team of 8 designers. My duties were to organise incoming projects, assign budget to those particular tasks, whilst taking responsibility for all artwork from design through to completion. This gave me valuable experience of team leadership within a government department that covered the New South Wales area of Australia.This was a high pressured role which greatly depended upon completed print of given briefs to strict deadlines and within the specified yearly budget. One of my major projects was the completion of the Annual Report which was presented to parliament within my final week at the company. My team was also responsible for overseeing the creation of the company websites, DVD ROMS for tax evaluation, general company functions and implementing an automated system of stock control. During my time here I was offered a permanent position with sponsorship and upon completion, a further contract with a view towards Australian Citizenship.

Crewe, United Kingdom

In the 3 years I was with the Caudwell Group, the Marketing team expanded to consist of 7 people. I was offered the role of game division leader within the first 6 months of my employment. As part of my role, I was responsible for the creative direction of all gaming packaging design, meeting with account managers and outside clients, to spec out projects for the overall completion of marketing point-of-sale, to packages for mobile handsets and computer games. I designed a number of highprofile packages including artwork for Tesco, The Discovery Store, Safeway and computer game packaging for Konami, Sold out, Nintendo and Nokia.

Higher National Diploma, Packaging And Graphic Design, Distinction

Final Year Project: Design of a Free Standing POS Display Unit for use within the motor trade. My submitted design was awarded first prize.

Btech Art And Design, Design And Graphics

Final Grade: Distinction - Design and Graphics.

9 Gcse'S