Stuart Mills Email & Phone Number

Melbourne, Vic, Au

Australia

Responsible for:Information Technology systems:* Managing and supporting Amtek's technology architecture, infrastructure, Cloud, hardware and software.* Lead, manage and have overall accountability for the technical direction of the company.* Ensure stability, reliability, security, and speed in the technology.* Balance technology risks against the business' need to work efficiently and effectively.* Recommending, implementing and monitoring IT projects and systems.* Develop and maintain the Business Continuity and Disaster Recovery plan.Compliance and conformance:* Maintain Information Security Management System (ISMS), ensuring compliance to ISO 27001.* Ensuring IT policies and procedures are adhered to and proactively managed.* Work collaboratively with the board, executive and leadership teams to identify and manage privacy, data protection risks, and compliance requirements to help meet business strategy.* Make broad recommendations on improving compliance related processes and/or procedures as it pertains to the IT department.* Partner with management, business teams, and/or data team to implement solutions to improve and protect information and data security.

Enacted forward-looking changes by designing and implementing transformation of the Service Delivery Model including; • Customer-facing support helpdesk and supportive processes. • Cost-effective Phone System and IVR solution • Alerts and Monitoring solutions • Incident Management and Client Communications • Introduce Process and Technology with emphasis on growth and scalability taking advantage of technology partners and cloud offerings • Building and managing important relationships with key customers and vendors • Influence customer-led product development and design decisions • Implementing updated internal knowledge share and training databaseKey responsibilities include; • Overseeing Alpha's operational support function to deliver customer service, service request fulfilment, incident management, client communications and notifications, monitoring and alerting and business continuity. • Senior escalation point for Client Incident escalations • Continuous improvement and development of People, Process and Technology in the Service Delivery function. • Reporting to the Chief Customer OfficerStrong record of delivering and partnering with internal stakeholders, third party vendors and trusted partners to drive process and business improvement whilst ensuring risks and regulatory obligations are managed.Assisting to run programs of agile projects with the Product and Technology teams to deliver best-in-class Payment-as-a-Service solutions.

Melbourne, Apac

Key Responsibilities as Service Delivery Manager at Bambora.• Deliver industry leading customer experience to Tier 1 Enterprise customers by providing expert knowledge, and operational and on-boarding excellence.• Drive continuous improvement of solutions through operational management of existing services and introduction of new features and improvements. Building, maintaining and growing customer relationships via pro-active customer engagement, successful delivery of projects, and reporting, analytics and insights of clients business and operations.• Receive and manage the resolution of customer requests through various mediums, drive change requests, and fulfill contractual obligations and commitments.• Working closely alongside other online teams (Sales, Account Management, On-boarding, Support, Development, DevOps, Infrastructure) to achieve mutual goals and targets.• Managed large projects and successfully on-boarded complex Payment Gateway Solutions including Digital Wallets (Visa Checkout, Masterpass, PayPal, etc), Fraud Protection Solutions (3D-Secure, ReD), and supported customer driven projects with a deep technical understanding of technology and software.• Engage stakeholders at all levels and achieving quality outcomes via direct resolution.• Stakeholder of internal initiatives, playing integral part in and party to; • Continuous Integration / Continuous Deployment • Change and Release, Change Advisory Board • Business and Process Improvements• Skills practicing at Bambora as Service Delivery Manager; • Customer and Stakeholder Management • Project Management • Incident Management • Clear and effective communication with attention to detail. • Pro-activeness and autonomy. • Building effective and collaborative working relationships. • Making confident decisions with limited information. • Developing extensive product knowledge

The role as a Managed Services consultant was to provide IT Support and Consulting to clients and to deliver on business improvement initiatives. Responsibilities included successful delivery of issue resolutions, root cause analysis, system design, installation and configuration, and mentoring junior staff members. Achievements include:- Remote Desktop and Citrix Environment Builds: Support Project Team to complete Remote Desktop Server builds, application configuration, and Remote Desktop Gateway deployment. Completed user profile and folder redirection policies to support remote access environment.- Consistent Onsite Support: Provide significant onsite support duties to Tier 1 clients and positively impacted client relations and customer satisfaction ratings. Onsite support requirements included whole week support arrangement handling onsite end-user support requests, as well as server and infrastructure upgrades and maintenance. Performance resulted in several recommendations from middle and upper management for further engagements.- Primary Consultant Duty of Care: Managed the operational accountability of Brennan IT on behalf of several clients. As the Primary Consultant, duties included maintaining and nurturing relationships with key stakeholders, identifying prospects for upgrades, updates, improvements and sales opportunities.- ‘DareDevils’ Accomplishment: Achieved over 120% of primary KPI (132%) to be invited on high-achievers business ‘leisure’ trip to Hong Kong.- COM-Addin Development: Created Outlook Add-in designed to assist with our remote support staff. Process which occurred at inopportune times where clients were waiting on the line was significantly reduced using the Add-in which queried the Brennan IT Support Portal and directly messaged users of the remote support application.

Melbourne, Vic

Responsibilities included successful delivery of support request resolutions, utilize consulting practices to develop persistent support channels. Support was ad-hoc issue based with heavy reliance on rapid solutions to minimize wasted ‘hours’ for client, and promote trust and confidence in Brennan IT support competences. Achievements include:- Full Site Migration and Workstation Roll-out: Designed, tested and carried out the deployment of updates to 150+ thin clients during a site move project. Utilized managed deployment solutions (HP Device Manager and Windows Deployment Services) to provide complete system roll-out and updates.- Process Improvements: Identified several manual tasks that can be automated to provide more time for regular support duties. Daily routine checks and system health checks automated using fine-tuned scripts, alleviating pressure on consultants.

Melbourne, Victoria

As the Assistant IT Manager, primary responsibilities fell with user-based issues and improvements. Secondary duties were to assist with server-based updates, maintenance and configuration. Business improvement opportunities resulted in several Software Development opportunities. Notable achievements include:- Web Presence Expansion Project: Lead the project to expand the online presence of the company. Completed website construction, hosting setup and SEO techniques. Coordinated external parties, including web developers, web hosts, proof writers, and photographers.- Call Centre and Dispatch Process: Developed a client and server application to assist the communication between Call Centre agents and the dispatch team. Alleviated pressure, frustrations, and miscommunications between teams and improved response times for customer queries and updates.- Finance Procedure Improvements: Worked with payroll team to establish requirements for a time-saving data manipulation software package. Application was designed to perform several time-consuming and repetitive manual tasks to massage raw data from several sources into a single tailored output. Result saved several man-hours – up to days – per month.

Graduate Certificate Of Cyber Security

Bachelor Of Engineering (B.Eng.), Computer Software Engineering

Overall Position - 4

Bachelor'S Degree, Engineering (Software)