Stuart Madden Email & Phone Number

Melbourne, VIC, AU

• Grow and manage end user computing support team responsible for support of IT hardware and systems in a 1000-person organization.
• Implementation of organization wide transformative changes including complete IT computer hardware change from Desktop/iPad fleet to MS Surface Pro, AV implementation as part of new building refurbishment.
• Policy, procedure and strategy document creation and development.
• Manage team of IT support staff and regularly perform higher duties managing Business Services and IT team.
• Staff development including managing graduates and trainees to guide and develop staff career progression.

• Lead and manage a team to provide a range of business support services including Office Support, Accommodation/Facilities, Technical Services and Business Systems.
• Development and implementation of Covid management policies and procedures.

* Coordinate activities and processes to deliver customer requirements, including special projects, eSolutions initiatives, customised AV installations and complex service requests.* Provide leadership and management to team members to deliver services, including workprioritisation/allocation, developing, coaching and mentoring staff, managing performance.

Victoria, Australia

• Escalation point for service centre staff.
• Point of contact for clients and other IT teams in absence of team leader.
• Team workload management, assigning jobs in call logging system to technicians within the team.
• Provide Training to colleagues in new technologies being introduced into the environment.
• Deployment of new Windows 7 SOE both to my primary customer base as well as other areas of the University.
• Desktop support to multiple high complexity departments and schools including School of Biomedical Sciences and School of Psychology and Psychiatry

• Lead a team of up to 3 contractors in providing PC replacements project. Project required PC’s to be rolled out to 400 staff and was completed ahead of schedule.
• Secondary point of escalation for Australia wide desktop support team (Primary point of contact when Desktop Support Manager was away).
• Develop documentation for support teams to follow when troubleshooting PC issues.
• Undertake regular PC replacement projects for interstate and international offices
• Provide high quality of desk side support to staff at three Melbourne offices and remote support for 6 interstate offices.
• Manage day to day running of printer environment including regular firmware upgrades to 40 printers.

Short Course: Cybersecurity Management

Minimba, Emerging Technology

Itil Service Transition

Fireline Leadership

• Microsoft 6293: Troubleshooting And Supporting Windows 7 In The Enterprise

• Windows 7 Essentials

Itil Foundations

Information Systems