Augustine Whitehouse Email & Phone Number

Nambour, Qld, Au

Queensland, Australia

Baseline and monitoring of native endangered species using aerial thermal imaging technology.

Brisbane, Queensland, Australia

41 George Street, Brisbane

Implemented a knowledge centred services (KCS) framework within the departments chosen ITSM tool to aid with support across multiple State Government agencies in Queensland. Information management and document control. Facilitating the effective use of knowledge across business groups as a collaborative effort with lead technical and business subject matter experts. Key stakeholder, operating in an ITIL framework to drive continual service improvement within Service Delivery through knowledge management.

Brisbane, Queensland, Australia

Ivanti LANDesk administration and Service Manager upgrade project technical lead. Quality assurance, data analysis and reporting. Senior analyst, second in charge managing the service desk team (30 staff)

41 George Street, Brisbane

Sunshine Coast, Queensland, Australia

Brisbane, Australia

• Operational support duties, Level 1 and 2 support in the Windows XP and Windows 7 environment• Active Directory support in the areas of user/group administration; OU management as well as computer object management• Providing smartphone provisioning and support for VIP staff using department approved Blackberry, iPhone and iPad solutions.• Providing support and provisioning of mobile office users utilizing the RSA security platform for external access.• Developing and maintaining a central repository under SharePoint 2010 platform for combined processes, procedures as well as the application technical knowledgebase for some 400+ business applications supported across 6 to 9 departments.

Technical resource for Active Directory and Exchange Data analysis and quality assurance.

Brisbane, Australia

• Preparing and developing the quarterly reporting process• Meeting with Business unit Managers and Directors to report on service performances and target expectations• Demand management and forecast capacity management• Facilitating and escalation of software issues between businesses and service providers• Liaising with Businesses in the development of business requirements, utilising business analysis tools such as SWOT and RACI and providing business case recommendations to executive boards and senior management.• On-going daily support of Service level management operational and administrative procedures.Achievements:Recognition award earned for outstanding work in developing and streamlining the quarterly Server uptime and budget reports. Presentation to businesses met and exceeded KPI expectations.

Scope of work involves project work covering technical and business development aspects of the Service Now IT call logging solution. (http://www.service-now.com) Based on ITIL v3.0, this cloud computing solution is scheduled for release in June 2012.Tasks undertaken include development of the following modules:- Knowledgebase Database- Request Fulfillment process- Form application process• Involvement with the Service-Now proof of concept testing and user acceptance testing in stage 2 of the project as the secondary software tester in the UAT environment.• Development of the Request for Fulfilment workflow, incident and self service workflows for the Service-Now tool and providing valuable input to the project through experience gained working in Service operation (Service Desk function)• Key stakeholder in the development of the knowledge management process and assisting with stage 1 of configuration management deployment.• Providing level 1 and 2 support with the Service Management tool, Infra Administration and responding to Infra administration requests in a timely manner.• Providing level 1 and 2 support with AME (inhouse) database administration provisioning tasks.Achievements• Director’s commendation for excellence in delivering INFRA administration as a fit for use application in meeting the needs of a highly sensitive front-line business unit. This demonstration resulted in the successful deployment of the application to their front-line service desk.• Process improvement and streamlined support documentation and repositories for the call logging system (INFRA-Administration).

Establishing and maintaining relationships with existing IT Support groups employed by multiple Business groups in DERM and throughout Queensland. Liaising changing technologies and providing ongoing support in meeting the Departments Service Level Agreements with internal IT Systems officers based at branches around Queensland• Client focussed and very self-driven role• Primary support contact for the IT Support network in provisioning access and escalating outstanding issues to infrastructure support.• SharePoint administrator for the DERM communications portal• Created and prepared documentation surrounding scope of activities.• Facilitated and hosted the Annual QLD wide IT Support conference• Developed and maintained strong relationships with regional IT support staff.• Transitioned the legacy computer liaison officer handbook to the new environment to meet change of agency requirements.• Fortnightly and monthly visits to support staff and ongoing support to ensure business continuity and value for money support provided by infrastructure support.Achievements• General Manager’s (IT) commendation for hosting a successful Annual conference for 2011; Demonstrating innovation through the use of video conferencing software and saving business unit costs in travel and accommodation.• Congratulatory recognition by Businesses for outstanding efforts in developing a successful communication portal which has connected regional support staff throughout QLD with internal infrastructure support groups.

Assisting end-users with daily operational support; Assisting across technical teams in the delivery of service during the Machinery of Government change. Technical advisor to the Service Desk Operations team; Sharepoint 2007 Administrator for the Service Desk Sharepoint; Qualified in the IT Infrastructure Library (ITIL) framework. Maintain Key Performance Indicators (KPI) and Service Level Agreements (SLA) through daily activities(Oct 09) Account provisioning system owner:Since the amalgamation of the former EPA and former Natural Resources & Waters Department, as part of my role, I am involved with the development of the account provisioning system for the I&TM Service Desk. As part of the Information and Technology Management group of our IT Infrastructure, we are currently working towards redisigning our account database and tools to cater for employees across both departments and essentially both domains. (interim and long term solutions) Possibily the most challenging and exciting opportunity I have come across yet! :)

Managing the day to day operations of the Departments IT Service Desk, this position reports to the Service Desk Manager in the following areas:- Managing staff and ensuring Service Desk KPIs and SLAs are met- Managing the Account Provisioning system and ensuring this system is kept up to date- Maintaining the Service Desk procedural documentation and ensuring processes comply with IT Standards and policies- Working closely with the Incident Manager to ensure accurate reports are provided to executive management- Operating as an active member of the Change Advisory Board, approving changes and providing reports on change related incidentsNominated as the best candidate, this relieving position is for the period of August 2010 to November 2010.

Providing support for Departmental employees in the Business Services CBD District. Infrastructure support included desktop support; datacomms support; printer support; Active Directory group management and SOE Build support.

Support in the area of SOE Management; Package deployment with various applications; project work; Adminscripting; Support and development of User and Computer account provisioning software.

First Level support. ITIL Framework, handling calls, basic Active Directory support and call escalations. Processing access request applications submitted by Department Business Units.

Rollout contracts for:Westpac Business Banking SOEWestpac Retail Banking IT&T AuditEducation Queensland Internet/Connectivity Upgrade

Bachelor Of Corporate Systems Management, Information Technology Project Management

Enrolled to commence part time studies in June 2013.

Release, Control & Validation - Itil V3 Intemediate

Mcdst, Microsoft Certified Desktop Support Technician (Mcdst)

Itil V3 - Foundation

Dip. It, Information Technology

Activities and Societies: President of the Social Committee. -Organising extra-curricular activity for staff and students. Ball of fun :)