Career Advocate

• Mar 2019 - Present

Transition to Work supports at risk young people aged 15-24 on their journey to enter employment or complete education. The service provides intensive, pre-employment support to improve the work-readiness of young people and help them into work (including apprenticeships and traineeships) or education. During my role as a Career Advocate my duties included: - Conducting onboarding interview which included identifying barriers to employment such as mental health issues, trauma, domestic violence, drug and alcohol issues etc - Providing emotional support to clients and referrals to appropriate local support services to assist in addressing their barriers to employment - Delivering personal development workshops to help clients learn how to create a resume, cover letter, address selection criteria and job search - Delivering career pathway workshops to help clients identify their career pathways - Delivering study pathway workshops to help clients identify their educational pathways in their chosen career pathways - Referring clients to employment opportunities by reverse marketing, conducting job clubs, job matching, identifying and applying for internships, traineeships and apprenticeships - Providing clients who are engaged in employment or education with weekly Post Placement Support

Project Officer

• Jan 2019 - Mar 2019

Mentoring 2 Work was a funded research program for the Department of Social Services that explored the idea of creating an individual, unique pathway for young adults into employment, through the guidance of a mentor with mature industry experience and real-world networks. My role as a Project Officer was to work with young adults between the ages of 18 - 21 coaching, mentoring, supporting and educating them to identify their strengths, weaknesses, identify career paths and the education pathways required to obtain their chosen profession. Reason for leaving: Completion of fixed term contract

ICT Service Delivery Manager

• Jul 2018 - Oct 2018

This was a 3-month fixed term contract to assist the newly appointed GM in the delivery of ICT Services to the wider Bethanie business. Key Responsibilities/Accomplishments: - Upgrading Call Logging Software TrackIT from v2011 to v2018 - Implementing Incident, Request & Problem Management ITIL methodology & processes - Implementing Change Management & Change Advisory Board (CAB) - Participating in external security audit of ICT systems with PwC - Managing the transition from project to service delivery of the Biometrics solution - Manage the Audio-Visual design solution for the new Training Room - Managing the ICT Services during the internal office desk relocation for 160 staff - Managing ICT Service Delivery for 50 remote sites (Busselton through to Geraldton) - Managing ICT Service Desk 24x7 roster & onsite visits - Managing ICT Vendor Relationships Reason for leaving: Completion of Fixed Term Contract

Service Delivery Manager

• Nov 2015 - Feb 2017

This role involved working across both Project and Service Delivery. Ensuring Projects were delivered on time, budget and to Client satisfaction; in accordance with Project Management methodologies (Agile & Prince2). Ensuring Managed Service Agreements were delivered within SLA, within budget thresholds and to the end Client's satisfaction; in accordance with with Service Delivery methodologies (ITIL). Reason for leaving: Redundancy due to financial hardship. Key Responsibilities: - Leadership, direction, implementation and management of all aspects of the IT Service Delivery life-cycle is successfully provided. - End to end projects are successfully executed. - Provide planning & direction in contract business activities and operational service. - Partner with clients and vendors (Mitel) to proactively identify improvement solutions that create value for clients and OTOC. - Management & development of ConnectWise. Including creating customized Client reporting. - Implement performance measures & metrics and escalate change management to increase visibility and accessibility. - Client relationships are successfully nurtured at all levels with an emphasis on senior management and executive levels. - Establishes and oversees a client governance structure and communications between the customers, carrier providers, and vendors. - Keep up to date with market trends and company, industry, market and client-based issues which could impact client requirements and provide recommendations to management on strategies to address.

Manager, Audio Visual Support

• Oct 2014 - Aug 2015

Responsible for managing Audio Visual support services across the University, providing direction and leadership of the Audio Visual (AV) Support Team who deliver technical AV services into teaching and meeting spaces across the University. This role oversees the planning, development and maintenance of key audio visual systems and services, ensuring alignment with established service standards. An important part of this role is balancing the resourcing/staffing requirements of Audio Visual projects (e.g. software and hardware upgrades) with the changing needs of the business throughout the year. This role was a Fixed Term Contract to assist the CITS team during a time of Organisational Restructure. Reason for leaving: Completion of Fixed Term Contract

ITIL Consultant & ConnectWise Developer

• Jan 2014 - Jan 2015

Ategra IT is a Darwin based IT company. My role as an ITIL Consultant & ConnectWise Developer is to liaise with key stake holders on a regular basis to ensure their business operations are ITIL aligned & to make recommendations to ensure they are following industry best practice. I am also entrusted with ensuring the ongoing development of ConnectWise to compliment the growing needs of the business. Responsibilities: • Design, development & implementation of ConnectWise Service Delivery & Project modules. • Design, development & implementation of ConnectWise Managed Service Agreements, including SLA, financial, infrastructure and contract variation setup. • Design, development & implementation of ConnectWise Client SLA Performance Reporting against Managed Service Agreements, including costs & profit. • Design, development & implementation of ConnectWise Staff Timesheet & Staff Utilization Reporting. • Design, development & implementation of ConnectWise Sales & Opportunities modules. • Support & training of staff on how to use ConnectWise and address any technical issues as they occur. • Consultation, design, development & implementation of ITIL Service Delivery best practices. • Consultation and assistance in preparing tender responses with the Managing Director and other key stakeholders.

Operations Manager

• Jun 2012 - Sep 2013

- Execute the functions of the Service Desk, Desktop, Server & Communications teams by hiring, managing and training the people in the teams. - Ensure service contracts are delivered within SLA, in cost budget and on scope. - Manage all aspects of T&M services. - Management of ConnectWise pertaining to service delivery. - Management of the use & development NAble as monitoring, reporting & service delivery tool. - Execute the functions of the Service Desk, Desktop, Server & Communications teams by hiring, managing and training the people in the teams. - Ensure service contracts are delivered within SLA, in cost budget and on scope. - Manage all aspects of T&M services. - Management of ConnectWise pertaining to service delivery. - Management of the use & development NAble as monitoring, reporting & service delivery tool.

Service Desk Team Leader

• 2010 - 2012

To bring experience, leadership and guidance to the L7 Service Desk and mentoring the staff to achieve challenging KPI’s that had previously not been met. - Manage the Service Desk team to ensure all service requests are delivered in line with SLA’s and according to established L7 processes. - Ensure that all service requests are logged and controlled through Service Desk management. - Analysis, prepare and present monthly managerial reports on the Service Desk team performance. - Utilize regular reports to drive continuous improvement in the case management process and improve overall efficiency of the service desk function. - Manage the prioritization and escalation of activities to the wider L7 team to resolve cases in line with SLA’s and according to established L7 processes. - Responsible for the training, development and day to day management of the Service Desk team. - Ownership of the after-hours escalation process and scheduling of the on-call roster with the greater engineering team. - Manage the ongoing development, administration and maintenance of the L7 Service Desk procedures and processes in line with the L7 Quality Management System and ITIL standards.

Project Manager / Service Delivery Manager

• 2009 - 2010

Service Desk Coordinator

• Nov 2007 - Feb 2009

Service Desk Coordinator

• Jun 2006 - Nov 2007

At the ASG Service Desk my role was Service Desk Coordinator specializing in Staff and Training Management as well as new client project transitions into the Managed Services. At the ASG Service Desk my role was Service Desk Coordinator specializing in Staff and Training Management as well as new client project transitions into the Managed Services.