Ted Grenfell Email & Phone Number

Dunedin, Ota, Nz

Dunedin, Otago, New Zealand

Studio portrait, engagement, lifestyle, landscape and cuisine photography, since 2014.Studio and gallery in North East Valley, Dunedin

Dunedin, Otago, New Zealand

Dunedin, Otago, New Zealand

We design, build and support websites for clients nationwide.

Auckland, New Zealand

Operational day to day IT Service Management governance predominantly in the areas of Problem, Incident, and Change Management.Maintaining supplier service delivery levels to their external SLA's and internal stakeholder MoU's within a fully outsourced IT model.Providing an operational escalation point for times when existing governance is either inadequate, or the right outcomes are not being achieved.Managing major incident restoration initiatives and leading technical service restore activities.Interfacing both with internal and external development and technical specialist teams, and with stakeholders and end users as needed.Managing subsequent root cause analysis activity and maintaining permanent correction action registers.Leading regular operational risk reviews working with internal stakeholders as needed to develop and deliver manageable risk mitigation strategies.Holding monthly supplier performance reviews tracking SLA commitments and operational service improvement programs.Developing and delivering monthly Exec level IT supplier performance reports across areas of responsibility.

Auckland, New Zealand

Key responsibilities• Building and maintaining virtual delivery teams, across internal and external suppliers, to ensure SLA’s are met.• Stakeholder Management.• Operations Management to achieve cost-efficient and sustainable outcomes.• Incident and Problem Management.• Continuously improving operations value by providing more services, with higher service levels, at lower costs.• Ensuring effective transition to operational governance of new projects.Key achievements• Transitioned Ferrit and Yellowpages.co.nz in to operational governance without impacting existing capabilities.• Improvements to Change and Release Governance including reduced change lead times and approval times.• Established regular service improvement reviews for Telecom Online, Ferrit, and Yellowpages. Later moving this to the ‘Assure’ domain and to Chorus and W/S.• Received a Company “Being your Best” award for leading post launch problem and incident management of major email outsourcing contract.• Introduced extensive platform monitoring and alerting across key SLA domains.• Received a Company “Being your Best” award for increased service performance of legacy Customer Care provisioning system.• Received a Company “Being your Best” award and several Individual bonuses from the Telecom Executive team for leading the successful remedial recovery of a major Governmental undertaking for Telecom Wholesale’s fault tracking system.• Nominated for the Telecom wide “The People's Spark” award in Aug 2010.• Based on that success, I more recently led the Operational workstream of the targeted ‘Assure High Care’ system stabilisation through late 2010 in to mid 2011 achieving a dramatic drop in customer impacting events.

Auckland, New Zealand

Key responsibilities• Leading delivery of service excellence.• Implementing best practice operational disciplines.• Resource (people) management to meet both project and operational demands.• Working with Vendors across service domain to deliver to agreed service levels.• Transition of new projects and initiatives in to production.• Change and Release Management in the Telecom ‘Online’ Space.• Vendor and Partner relationship and performance management.Key achievements• Reduction in monthly high severity customer impacting incidents.• WIP Project requirements fully resourced.• Increase in scope of weekly reviews with product management.• Online Services recognised as a key stakeholder for monthly Broadband Supply Reviews.• Established customised warranty support processes ahead of re-launch of Ferrit Portal - Telecom’s flagship online shopping portal. This model subsequently widely adopted across Telecom’s Online domain – including for Yellowpages.co.nz.

Auckland, New Zealand

Key responsibilities• Capacity planning and bandwidth management.• Incident and Problem Management and associated activities.• Network QoS reporting.• Service, performance, and process improvement.• Managing and developing Xtra’s core network infrastructure capability.• Supplier / Vendor SLA management (including Telecom as a supplier to Xtra).• Internal technical consultancy (e.g. to Finance and Marketing Managers).• Maximizing network efficiency.• Xtra Change Management.• Planned and unplanned event communication.Key achievements• Network Services SLA / OLA signed with Telecom for creation of Xtra Limited.• Dialup port and network capacity planning maximizing cost vrs. performance.• Implemented DNS self-service portal for Xtra customers.• Designed and delivered Xtra Core Network replacement.• Achieved substantial OPEX savings by introducing caching and content collocation servers.• Delivered network capability for Xtra JetStart (128K flat-rate Broadband).• Introduced Change and Incident Management reporting.• Established regular network performance reviews with key Suppliers.• Established Network Threat Rapid Response procedures for worm and virus attacks.• Managed Telecom’s first DOS attack block at network level without user impact.• Managed service continuity through Telecom dialup port platform replacement.• Established Xtra’s Network QoS reporting.• Established network customer experience “probes” showing end-to-end dialup experience.• Established diverse backhaul links within TNZI for domestic and International traffic.

Auckland, New Zealand

Key responsibilities• Capacity planning and bandwidth management.• Incident and Problem Management and associated activities.• Network QoS reporting.• Service, performance, and process improvement.• Managing and developing Xtra’s core network infrastructure capability.• Supplier / Vendor SLA management (including Telecom as a supplier to Xtra).• Internal technical consultancy (e.g. to Finance and Marketing Managers).• Maximizing network efficiency.• Xtra Change Management.• Planned and unplanned event communication.Key achievements• Network Services SLA / OLA signed with Telecom for creation of Xtra Limited.• Dialup port and network capacity planning maximizing cost vrs. performance.• Implemented DNS self-service portal for Xtra customers.• Designed and delivered Xtra Core Network replacement.• Achieved substantial OPEX savings by introducing caching and content collocation servers.• Delivered network capability for Xtra JetStart (128K flat-rate Broadband).• Introduced Change and Incident Management reporting.• Established regular network performance reviews with key Suppliers.• Established Network Threat Rapid Response procedures for worm and virus attacks.• Managed Telecom’s first DOS attack block at network level without user impact.• Managed service continuity through Telecom dialup port platform replacement.• Established Xtra’s Network QoS reporting.• Established network customer experience “probes” showing end-to-end dialup experience.• Established diverse backhaul links within TNZI for domestic and International traffic.

Auckland, New Zealand

Key responsibilities• Establishing Ihug Business product portfolio.• People Management across Customer Care, Sales, and Network Support within the Business segment.• Establishing online supply chain facilities.• Product pricing, budgeting and forecasting.• Capacity planning and network provisioning.• Design and implementation of Management Information Systems.• Supplier management and inventory control.• Supplier / Vendor management• Marketing – Product displays, newspaper advertisements.• Development and delivery of staff training resources and procedures.Key achievements• Established Ihug’s “VIPNet” brand of SME Internet products in under 4 months in 1998.• Established a dedicated SME Network Operations Support Centre.• Created JIT supply chain for satellite dish and receiver card deployment.• Delivered Ihug’s first web-based self-service DNS system.• Became a Telecom reseller of “local call” ISDN products and frame-relay products.• Led recovery of “lost” satellite usage revenue through usage audit and account follow-up.