Stuart Hooper Email & Phone Number

Sydney, Nsw, Au

Sydney, New South Wales, Australia

- Integral to the Transition of a new major contract into Datacom Support, ensuring Due Diligence and knowledge transfer was completed prior to transition- Providing leadership and support to a newly created Wintel support team, operating within a new structure for dedicated client support- Generating and negotiating new processes and procedures with the client and existing internal teams- Creating dashboards in ServiceNow for effective and efficient management of Service Requests… Show more - Integral to the Transition of a new major contract into Datacom Support, ensuring Due Diligence and knowledge transfer was completed prior to transition- Providing leadership and support to a newly created Wintel support team, operating within a new structure for dedicated client support- Generating and negotiating new processes and procedures with the client and existing internal teams- Creating dashboards in ServiceNow for effective and efficient management of Service Requests, Changes, Incidents and Problem cases, ensuring SLA’s and KPI’s are highly visible.- Creating Trend Analysis reports to ensure Continual Service Improvement- Mentoring of Junior and Senior team members, holding regular One on Ones, measuring performance- Regular cadence with Operations Managers, Service Delivery Managers both Internal and Client based- Holding and documenting regular team meetings in Confluence- Driving progress in Agile Sprints to ensure completion on timeIn this role, I was taken on to help facilitate the Transition of a new major client into Datacom Modern Platforms support. The client is extremely large and has a very complex environment consisting of multiple agencies that have been amalgamated from multiple Domains into one Enterprise.I developed my new team from scratch into a highly motivated and high performing team.All internal processes and procedures had to be created from new and integrated into the existing Client procedures.This involved a lot of negotiation to get the best result for all concerned. I have been mentoring all the engineers in my team from the junior engineers to the Tech Leads to ensure that they are on track with their career progressions, and that this ties in with the needs of the team.One of my main achievements was to instigate an engineering dashboard in ServiceNow that immediately identifies areas that need attention, Breaching SLA’s, Aged Cases, Escalated Cases and VIP’s Show less

North Ryde

Senior MS Operations Team Lead - Digital Workplace; Providing Leadership and Support to a team of 13 IT professionals who specialise in Winapps and Linux•Managing the resourcing requirements of a 24x7 on-call operation.•Working directly with Operations Directors, Service Delivery Managers and Clients to provide Continual Service Improvement.•Point of escalation for Wintel and Linux operational issues.•Continual evaluation of process improvement, systems and practices within the… Show more Senior MS Operations Team Lead - Digital Workplace; Providing Leadership and Support to a team of 13 IT professionals who specialise in Winapps and Linux•Managing the resourcing requirements of a 24x7 on-call operation.•Working directly with Operations Directors, Service Delivery Managers and Clients to provide Continual Service Improvement.•Point of escalation for Wintel and Linux operational issues.•Continual evaluation of process improvement, systems and practices within the team.•Monitoring and developing the team's high standard of technical and professional skills.•Ensuring each member of the team has a career development plan.•Measuring staff performance, and providing mentoring including yearly reviews, monthly one on ones, and disciplinary meetings if required.•Interviewing potential new team members.•Ensuring the team maintains SLA for all clients.In this role I manage a team of 13 IT professionals. Providing mentoring and guidance on many aspects of their work. Including their administration, case clearance, and career progression.I have been heavily involved in the decision making for several promotions and have been called upon many times to perform interviews for new team members.I created multiple automated reports utilising ITSM reporting, and Xtraction reporting to allow effective incident management.These reports highlighted cases that required attention. Aged Cases, Stagnant Cases, 12-hour breach cases, and multiple client specific reports as required.The value of the reports was proven when our Aged cases, and Breached SLA cases drastically reduced.I work closely with Service Delivery Managers, Operations Managers and technical experts from other teams to provide the best client experience that is possible Show less

Olympic Park, Sydney

Working a repeating 24x7 shift pattern of 2x 12 hour days, 2x12 hour nights, and then 4 days off.•Leading and mentoring a team of 9 engineers covering multiple competencies (Wintel, UNIX, Networks, Messaging, Backups and Storage)•Performing the duties of the Service Restoration Lead out of hours and providing Operations Management•The SRL role is for Major Incidents. It is tasked with returning the failed service to normal operations as soon as possible. This could be a full fix or… Show more Working a repeating 24x7 shift pattern of 2x 12 hour days, 2x12 hour nights, and then 4 days off.•Leading and mentoring a team of 9 engineers covering multiple competencies (Wintel, UNIX, Networks, Messaging, Backups and Storage)•Performing the duties of the Service Restoration Lead out of hours and providing Operations Management•The SRL role is for Major Incidents. It is tasked with returning the failed service to normal operations as soon as possible. This could be a full fix or a workaround.•Ensuring that incoming cases are resolved within SLA•Escalating to 3rd level engineers, or third party support as required•Providing management with month end reports on activities•Monitoring 7 queues across all competencies to ensure that they are being actioned, and that the case notes are comprehensive and correct.•Completing Post Incident Reports, and approve teams PIR'sDuring my time in this role, I have seen the requirements of 24x7 support change dramatically. I have been the instigator of most of the process and procedural changes that were required in order to cope with the increasing support requirements.Using data analysis on historical cases, I provided information to the automation team that allowed them to rapidly and dramatically reduce the number on unnecessary alerts. I put into place reporting on failed changes, incidents created by change, false alerting and repeat alerting. This allowed resources to be focused on specific incidents, and dramatically reduced the number of incoming automated alerts.I also put into place a formal system for requesting 24x7 NOC assistance for changes. Before this was in place there were continual failed changes, and missed changes due to poor information and lack of warning.Since the formal procedure was put in place we have had no failed changes due to poor information or lack of resources. Show less

Sydney Cbd

Mentoring and leading the operations team supporting the companies, and third parties infrastructure•Creating a new change process, where none existed before•Creating and maintaining processes and standards to ensure that the infrastructure was impacted as little as possible•Managed the UniqueWorlds move from a small office to a much larger building.•Specifying and provisioning the new server room, all cabling and telephony•Move of all company servers into new server… Show more Mentoring and leading the operations team supporting the companies, and third parties infrastructure•Creating a new change process, where none existed before•Creating and maintaining processes and standards to ensure that the infrastructure was impacted as little as possible•Managed the UniqueWorlds move from a small office to a much larger building.•Specifying and provisioning the new server room, all cabling and telephony•Move of all company servers into new server room•Move of all Workstations / Laptops and Printers•100% success within time, and budget Show less

Coventry, United Kingdom

Varying roles, encompassing desktop support, server support, project work to roll out new applications.Finally ended up running the companies internal infrastructure, supporting 30+ Production servers, and 50+ Dev servers.Infrastructure Team Leader for Trinity Expert Systems•Leading a team of 4 engineers looking after the internal Infrastructure•Responsible for the production infrastructure•Providing Server and infrastructure procurement and upgrade recommendations to Senior… Show more Varying roles, encompassing desktop support, server support, project work to roll out new applications.Finally ended up running the companies internal infrastructure, supporting 30+ Production servers, and 50+ Dev servers.Infrastructure Team Leader for Trinity Expert Systems•Leading a team of 4 engineers looking after the internal Infrastructure•Responsible for the production infrastructure•Providing Server and infrastructure procurement and upgrade recommendations to Senior Management.•Relocation Project Leader. •Responsible for the planning and execution of a series of I.T. and telephony relocations for Powergen PLC.•Server and desktop Support for Powergen, supporting NetWare, NT, and Windows 95/98 Operating Systems. Show less