ThinPrint GmbH is part of https://www.cortado-holding.com registered in Australia as Cortado Pty Ltd.Focus products: Ezeep for #WVD on AZURE, Ezeep for #Coworking, ThinPrint Engine, ThinPrint RDP Engine, Personal Printing, Cortado Mobile Solutions (CMS).https://www.cortado-holding.comAdditional responsibilities:- Distribution Channel Management: Distributors, Partners and Service Providers- Customers and Distribution Channel relationship management- Cortado Holding ANZ branch management and administration

ThinPrint GmbH is part of https://www.cortado-holding.com registered in Australia as Cortado Pty Ltd.Focus products: Ezeep, EzeepDASH, ThinPrint Engine, ThinPrint RDP Engine, Personal Printing, Cortado Mobile Solutions (CMS).https://www.cortado-holding.comResponsibilities:--------------------------------------------- Lead consultant for Asia Pacific- ThinPrint and Cortado Enterprise Mobility Solutions (EMM,MDM) - Consulting, Security, Design and Deployment- Asia Pacific customers support- Design/ Build ThinPrint and Cortado Mobility Solution instances on Azure, AWS EC2, VMWare V-Sphere hyper-visor, on-premise or cloud hosted.

The group is focused on AVD on Azure and related technologies. Anyone can join.Initially, we run virtual meetings, to later switch to physical and virtual.Speakers will be a mix of customers, industry experts and technology partners.The user group spreads the knowledge, ideas and inspiration. It will also create a platform for the Australia / New Zealand and APJ partners and service organizations to reach out to customers and each other.To join the presenters panel with the relevant WVD content, please contact us via Meetup chat or via alternative details below. -------Contact us: Email: anzwvdug@gmail.comTwitter: https://twitter.com/anzwvdugLinkedIn Group: https://www.linkedin.com/groups/10389459/YouTube: https://www.youtube.com/channel/UCgC_fceOKX4-mo1jW6KDGcg

Team Leading 11 analysts within the Internal IT Service Desk. Delivering an agreed level of customer service to system user, with a focus on continuous improvement in cost effective customer service and processes.

- Clients: Aussie Home Loans, Coca Cola Amatil- Leading the Service Desk trough the Incident and Major Incident Management processes- Ensuring correct incident prioritisation based on Impact and Urgency- Escalating to support team SMEs, Incident Managers and third party vendors- Obtaining regular status updates from support team SMEs and informing SDM and the client- Representing the Service Desk during the Major Incident Open Bridge/ Teleconference- Collecting additional troubleshooting and root cause details from support teams SMEs and compiling Post Incident Review (PIR) reports with the focus on SLAs, timely and high quality ticket updates- Providing PIR containing chronological Incident Management summary, root cause, feedback and improvement recommendations to support group and service desk management and SDM- Incident to Problem conversion- Extracting data and compiling Top 10 Incident areas trending and analysis- Liaising with support teams and updating problem tickets- Updating the Problem Management register with the current Problem updates- Participating in the Problem Management meetings - Leading the Service Desk trough the Configuration Management process- Service Level Management of Phone, Incidents Response and Restore and FTCR SLAs- Team Leading 11 analysts- Internal and client reports design, compilation, automation and distribution- Helpdesk Support processes documentation in accordance with ITIL framework- One on one’s, KPIs review, performance management, mentoring, developing and coaching- Managing roster, planned and un-planned leave, staff workload and hiringAchievements:- Managed successful and timely completion of 360 user migration project while providing support to the existing 800 user base - Reduced Major Incident impact on the Service Desk by 90% when introduced the pre-recorded and customisable IVRs on two major accounts- Designed and implemented Configuration Management process for Configuration Items (CIs)

- Clients: RailCorp (www.railcorp.nsw.gov.au), BOC Gases (www.boc.com.au), TAC (www.tac.vic.gov.au), Link Market Services, Fonterra and Department of Commerce (NZ) - Leading the Service Desk trough the Incident and Major Incident Management processes- Ensuring correct incident prioritisation based on Impact and Urgency- Escalating to support team SMEs and Major Incident Managers- Weekly engagement with Problem Manager on Incidents and Service Requests trending and analysis with focus on an accurate Incidents categorisation. Coaching analysts on the Incidents categorisation required for accurate reporting, trending and analysis.- Team Leading 15 analysts- Internal and client reports design, compilation, automation and distribution- Helpdesk Support Processes documentation in accordance with ITIL framework- Analysts mentoring, developing and coaching- Support Processes documentation, implementation and improvement in accordance with ITIL framework- Managing roster, planned and un-planned leave, staff workload, hiring and attendance register- Training new analysts to perform the Service Desk duties, call coaching- Knowledge Management Database – solutions review for relevance and consistencyAchievements:- Fujitsu High Achiever Award presented by Services Director in recognition of the significant improvement of quality and timelines of the internal and customer reporting for Transport Accident Commission (TAC) client- Designed and introduced SDOs Daily Performance statistics report for RailCorp which has proved to be a very good performance monitoring and coaching tool promoting competitiveness and aiding in identifying analyst performance trends. The tool has also been adopted by BOC Gases (www.boc.com.au ) and TAC (www.tac.vic.gov.au ) teams- Reduced the number of incorrectly categorised Incidents and Service Requests from 750 to 150 p/ month or by 80%- Recorded 230 Call Quality Analysis cards in April 2007 comparing to the KPI of 200 p/ month

- Clients: PISCES Internal Infrastructure and Application Support, Department Of Juvenile Justice of NSW (DJJ) Infrastructure Support- Leading the Service Desk trough the Incident and Major Incident Management processes- Ensuring correct incident prioritisation based on Impact and Urgency- Escalating to support team SMEs, internal management and third party vendors- Obtaining regular status updates from support team SMEs and informing internal management and the client- Representing the Service Desk during the Major Incident Open Bridge/ Teleconference- Internal and client reports design, compilation and distribution- Writing support processes and training documentation- Team leading 5 analysts- One on one’s, KPIs review, mentoring, developing and coaching- Managing roster and on call support, planned and un-planned leave, staff workload, and hiringAchievements:- Developed and implemented the DJJ Service Desk Operational Processes and Procedures Support documentation- Completed tasks related to the DJJ client transition to PISCES IT Managed Services environment two days before schedule - Designed and configured call logging tool Helpbox with the new Request Type categories, Skill Groups, agreed with DJJ SLA’s and accurate reporting enabling trending analysis- Met SLAs during the five consecutive months- Managed mailboxes consolidation from two domains into one within three days- Learned the VO IP telephone system configuration, maintenance and reporting within one week of implementation – Interactive Intelligence Inc (ININ) provided by CTI Solutions (www.cti.com.au)- Managed the recovery of a Trojan virus infected Microsoft Exchange 2003 server restoring the service within one hour- Wrote DJJ analyst on-boarding training process reducing training time by 50%- Proposed, initiated and managed implementation of the remote control tool called VNC increasing Service Desk productivity by 40%

Supported clients: NDC, HP Internal Service Desk, AHS, SouthCorp Wines, Rheem and CRSCareer progression at Hewlett Packard: 1st and 2nd level support> acting team leader- Phone support of over 3000 users and systems in remote locations throughout Australia, Asia Pacific, US, Canada and UK- Provided Incident Management based on the ITIL framework and internal processes meeting SLA's- Managed Major Incidents- Problem Management> Ensured resolver groups are recording the root cause analysis and fixes applied- Service Level Management> Tracking Service Desk weekly and monthly KPI’s are inline with SLA’s- Change and Release Management> Raised standard and urgent changes and releases> Broadcasted the the updates to users Other duties:- Produced management reports- Docummented Service Desk processes- Trained new Service Desk staff- Knowledge Management Database coach

- Phone support of over 3000 staff throughout Australia, NZ, Fiji, and UK- Incidents logging and escalated incidents to ensure the SLA'a are met- On-Call roster and shift work- Virus control disinfections with MacAfee Virus Scan NT 4.0.3a- Trained new Service Desk staff- Complaints and conflict resolution