Stephen Mcinerney Email & Phone Number

Brisbane, Queensland, Australia

Brisbane, Queensland, Australia

• Account: Optus
• Managed the assignment of active P1/P2 incidents to available incident managers within the High Priority Incident Management team.
• Monitored active alarms and incidents not currently under the management of the High Priority Incident Management team and assigned them for management if required.
• Provided incident management of P1/P2 incidents for Optus Enterprise’s strategic customers across a 24/7 roster.
• Provided Incident Management for all major incidents impacting multiple customers.
• Acted as the single point of contact for major incident management and escalations for Optus Enterprise accounts.

Sydney, Australia

• Provided incident management of P1 incidents for Optus Enterprise’s strategic customers during business hours and incident management of both P1 and P2 incidents during after hours.
• Provided Incident Management for all major incidents impacting multiple customers.
• Acted as the single point of contact for major incident management and escalations for Optus Enterprise accounts.
• Performed a full range of communications, co-ordination & implementation functions to ensure customer solutions were delivered following customer requirements.
• Drove critical restorations across the Optus Enterprise environment and updated the senior leadership team across the company.
• Co-ordinated conference calls with all involved support teams to ensure all areas liaised with each with each other appropriately and optimally to ensure quick resolution times.

Sydney, Australia

Sydney, Australia

• Providing Major Incident (P1 & P2) Management for Telstra’s Government and Enterprise customers as part of the Global Enterprise and Services (GES) Customer Incident Management team (CIM).
• Acting as the single point of contact for major incident management and escalations for Telstra services & solutions for Telstra GES accounts
• Responsible for the performance of a full range of communications, co-ordination & implementation functions to ensure customer solutions are delivered in accordance with customer requirements
• Drive critical restorations across the Enterprise environment and update senior leadership team cross company
• Co-ordinate conference calls with all involved support teams to ensure all areas liaise with each other appropriately and optimally to ensure quick resolution times.
• Proactively seeking ways to streamline process within the company

Sydney, Australia

• Providing 1st level IT problem resolution service
• Acting as the main communication and liaison point for all issues and advices coming to IT
• Personally delivering, or co-ordinating others to deliver, outcomes within SLA timeframes.
• Delivering superior and consistent customer service for internal Atlas Copco IT users within Australia and New Zealand.
• Daily reporting of tickets and following up on aged ticket to ensure a timely resolution.
• Performed basic problem diagnosis and resolution (within specified timeframe) and, if required, escalating issues to Level 2 support.

Sydney, Australia

• Managing multiple large multinational client accounts across a wide variety ofindustries(including BHP, Bluescope Steel, Onesteel, Powercor, Newmont Mining, AMP, Rio Tinto, CSC internal, General Electric and the.
• Co-ordinating end to end incident management (from power outages through to full systemfailure) of critical P1/P2 incidents for the above accounts in a 24 x 7 shift environment adheringto best practice ITIL methodology.
• Co-ordinating resolution process by engaging multiple lines of service to resolve problems andimplement workarounds following ITIL processes.
• Making appropriate critical decisions and keep clients informed of timeframes etc.
• Co-ordinate meetings to ensure all areas liaise with each other appropriately and optimally toensure quick resolution times.
• Co-ordinate and manage service restorations over the phone with both technical and non-technical staff.

Sydney, Australia

• Providing 2nd and 3rd level support to both on and off shore based consultants
• Handling order related system task, ensuring all orders progress in a speedy manner and within SLA where possible
• Providing mentoring support to the floor and other departments
• Reporting and finding common trends on faults, issues etc
• Supporting Mobile Number Portability Issues.
• Liaising and resolving issues and faults with wholesale vendors, Telstra, Vodafone and Powertel on provisioning and complex faults

Sydney, Australia

• Providing 2nd level support to off shore based 1st level helpdesk, while still providing 1st level support to end users
• Supporting a variety of Operating Systems (Win 2000, XP, Vista, 7 and Mac OS X)
• Receiving Escalated customer calls that were unable to be adequately handled by the 1st level helpdesk team in Manila
• Handling manual system tasks, ensuring all orders progress in a speedy manner and within SLA where possible and that customers were notified of any unavoidable delays
• Troubleshooting fixed line, internet and mobile faults using a variety of 3rd party and in-house support tools such as Telstra’s LOLO and LOLS; Vodafone’s WebISV; Powertel’s Portal and SMS; and and in-house ISA tool.
• Maintained Average Handling Time(AHT) of under 500 Seconds (Target < 580 Seconds)