Twyan Grace Email & Phone Number

Townsville, Queensland, Australia

The IT Service Desk operates in a fast-paced multi-tasking environment with a broad range of customers across multiple contact channels and sites. As the first point of contact, the IT Service Desk plays a front line role in supporting council’s cyber security posture and is responsible for the provision of professional 1st level and some 2nd level IT support in order to effectively respond to enquiries, demand / ideas, incidents, problems and service requests within established service level agreements, standards, and procedures. This includes for example: ensuring all IT incidents / requests are categorised / recorded / allocated efficiently and correctly; delivering effective analysis, problem diagnosis and resolution; providing exceptional customer service; educating customers and managing customer expectations; and escalating incidents, problems and service requests in an appropriate and timely manner to 2nd and 3rd level IT support / other as appropriate.This position is an initial contact / escalation / de-escalation point for IT matters across the organisation and represents the wider IT Coordinator Group and IT Leadership Group as the first point of contact. As a service professional with extensive experience in ITIL based IT Service Delivery, including but not limited to Incident, Change and Problem management disciplines, this position will lead a team of IT professionals in the provision of high quality, innovative, timely, accessible and consistent customer facing IT services. This position will advise the IT Section on and coordinate the Incident, Change and Problem Management Function for the Section, and as a key customer conduit and service champion, continue to identify, advocate for, promote and drive service outcomes with a goal of continued service excellence to meet and exceed customer expectations.

Townsville, Australia

Proactive in leading and managing a small team of staff located across Queensland to respond to individual community needs through the provision of professional stakeholder engagement and community development activities.

Townsville, Australia

Manage and coordinate the operations of the Switchboard and Interpreter Services Unit to ensure the provision of a quality cost effective service, in accordance with the Townsville Hospital and Health Service and Queensland Government Polices and Standards.

Townsville, Australia

Managed medium business size IT operations in a shared services context for multiple commercial enterprises in different geographic locations. I lead, mentored, coached, and developed a team of five IT technical resources to effectively deliver high quality and timely IT services as well as act as the primary escalation point. I managed customers and third party service providers ensuring agreed service level agreements were meeting performance expectations. I was the chairman of the IT strategy formulation and business planning committee and responsible for development and management of annual and forecast operational and capital budgets.

Townsville, Australia

As a specialist role, I maintained ownership of the applications portfolio containing approximately 125 unique items of varied user base and complexity. I developed policies and procedures related to the applications portfolio and established a network of key stakeholders. I introduced a number of initiatives that realized an advanced level of portfolio maturity while also reducing cost and risk. I performed application upgrades upon request by the business or lifecycle targets in a change management framework. I was also the Project Manager for a Windows 7 SOE development and deployment project across approximately 600 computers.

Emerald Qld

Coordinated tasks of three IT staff and three Records Management staff in addition to managing multiple IT and Records capital works programs and projects. I was responsible for IT and Records strategic business planning and budgeting while ensuring financial audit and legislative compliancy. I negotiated and managed service level agreements with customers and third party service providers and measured team performance against agreed standards.

Emerald Qld

This was a new position formed after Queensland local government amalgamations where I was responsible for essentially merging four separate, albeit similar, organizations and their respective ERP/line of business systems and IT infrastructure. I coordinated tasks of two direct reports while also managing multiple IT projects and providing level 3 technical support when necessary. I also contributed to the overall IT strategic direction and budgeting processes.

Emerald Qld

Provided level 1 and 2 IT service desk support also performing general systems administration tasks as required. I project managed a new telephony system implementation upgrading the existing analogue PABX system to VoIP including the replacement of unsuitable network infrastructure. Furthermore, I was involved in the relocation of multiple offices to temporary accommodation and subsequent consolidation back into a new office building for which I also contributed to the cabling and datacentre design requirements.

Rockhampton, Australia

Coordinated data collection activities including negotiating with retail store managers and rostering casual survey staff for a customer service personality research project.

Bachelor'S Degree, Information Technology

Activities and Societies: Student Mentor

Certificate Iv, Auslan

This qualification provides signing skills to communicate in Auslan with a degree of fluency and spontaneity across a wide range.

Certificate Iii, Auslan

This qualification provides signing skills to communicate in Auslan with some confidence on familiar, routine and some non-routine.

Certificate Ii, Auslan

This qualification provides signing skills to communicate in Auslan on familiar and routine matters. Communication may take place in any.

College/University Preparatory And Advanced High School/Secondary Diploma Program

Activities and Societies: Cross Country, Track and Field