Jon Flowers
Community Support Specialist at Annecto- Claim this Profile
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Bio
Credentials
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Australian L3 First Aid (HLTAID003 )
-Jul, 2017- Nov, 2024 -
Cisco Certified Network Engineer
Hewlett Packard EnterpriseJan, 2000- Nov, 2024 -
Microsoft Certified Systems Engineer
PromedicusJan, 2000- Nov, 2024 -
ICAgile Certified Professional (ICP)
ICAgile
Experience
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Annecto
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Australia
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Civic and Social Organizations
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100 - 200 Employee
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Community Support Specialist
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May 2022 - Present
Casual role - providing support for NDIS (National Disability Insurance Scheme) recipients in my local community. Annecto is one of Australia’s leading community inclusion social-purpose organisations. Operating from a social inclusion and human rights perspective, Annecto has a strong commitment to assisting people with dementia, intellectual disability and acquired brain injury, older people and their families and carers to engage and participate in the community with the aim to live better lives in a home of their choice. Annecto's inclusion aspirations ensure that our focus remains on increasing social, civic and economic participation.
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JDF Consulting
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Melbourne, Victoria, Australia
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Business Owner / Director
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Nov 2020 - Present
Advisory & largely pro-bono work for not for profits - focussing on Digital, Service Assurance & Improvement for Community-based or small business operators with minimal IT capability. Advisory & largely pro-bono work for not for profits - focussing on Digital, Service Assurance & Improvement for Community-based or small business operators with minimal IT capability.
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Victoria State Emergency Service
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Australia
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Public Safety
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200 - 300 Employee
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Incident Command & Control
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Apr 2003 - Present
A Veteran of the SES, commencing operationally with Malvern unit and subsequently, member of the statewide Incident Command & Control team. Peer Support. Note this is a voluntary position & typically, out of hours role. A Veteran of the SES, commencing operationally with Malvern unit and subsequently, member of the statewide Incident Command & Control team. Peer Support. Note this is a voluntary position & typically, out of hours role.
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Tennis Australia
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Australia
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Spectator Sports
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700 & Above Employee
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IT Event Delivery Manager
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Nov 2021 - Jan 2022
Short Contract role, supporting the Australian Open 2022. Change/Incident/Problem Management responsibilities. Service Desk Transformation Lead and the coordination and rollout of hardware and infrastructure to support the Australian Open 2022. Short Contract role, supporting the Australian Open 2022. Change/Incident/Problem Management responsibilities. Service Desk Transformation Lead and the coordination and rollout of hardware and infrastructure to support the Australian Open 2022.
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Commonwealth Bank
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Australia
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Financial Services
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700 & Above Employee
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Retail Banker - Customer Service Specialist
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Aug 2019 - Nov 2021
Across the Covid Lockdown periods, I have held a number of part-time & contract roles, which are not related to my IT Career. These roles have been taken by necessity and in Regional Victoria, where Enterprise IT & Corporate Roles don't exist in the marketplace. Following is a Summary; Restauranteur – Customs House Hotel – Mar 2021 to present. Melbourne/Williamstown. Retail Banker Customer Service Representative – Commonwealth Bank. Sept 2020 – Mar 2021. Colac Otways. Traffic Control Specialist Level 2 – Zancott Recruitment (Contract). Aug 2019 – Nov 2020. Colac Otways. Traffic Control Specialist Level 2 – GO Traffic (Contract). July 2019 – Nov 2020. Colac Otways.
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Boom Logistics
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Machinery Manufacturing
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300 - 400 Employee
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Service Delivery Manager
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Sep 2018 - Aug 2019
BOOM is a publicly listed national industrial services group that provides superior crane logistics and lifting solutions across Australian industry. Whilst serving a diverse customer base, our core focus is in the resources, energy, utilities and infrastructure sectors. We have 600 permanent and 1200 casual staff. Four of the 5 largest mobile cranes (750 tons) in Australia, are operated by Boom. Our core value proposition is to deliver high value services based on providing a total lifting solution involving specialized equipment, operational capability, engineering expertise and best-practice safety and quality systems. • Providing ongoing support and maintenance services across our Infrastructure, Digital, Service Management and Cloud environments. • Understanding business growth strategy & opportunities, while aligning & negotiating/scheduling IT delivery. • Strengthening internal relationships between IT and broader/diverse business divisions – Readi (labor hire), Elevated Work Platforms, Windfarm Projects, Travel Towers (Cranes) and Corporate (Executive, HR, Legal, Payroll and Finance). • Working with a team of 3 to manage internal Service Desk & resolve all incident, service & change requests. Coaching the team and building our team culture & capability. • Initiating a program of work, to convert Boom national paper processes to Digital/Mobile. • Managing vendor & Boom delivery across an $800K infrastructure project portfolio. • Review & Manage all IT vendor Business as Usual contracts and Statement of Work deliverables, variations & renewals.
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RXP Group
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Australia
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IT Services and IT Consulting
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1 - 100 Employee
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Victorian Practice Lead & Service Delivery Manager - RXP Operate
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Mar 2018 - Aug 2018
As a new breed of digital consultancy, RXP blend technology, creativity and experience to help my clients embrace new technologies - Providing answers to the digital challenges they face. • Focusing on business value in accounts to ensure Service Management delivers. • Creating growth opportunities for the business in existing clients • Helping customers through Agile technical implementations and resolving difficulties in complex operations • Customer engagement and account management for contractual services, SLAs and ensuring an alignment of commercial obligations • Managing service delivery across various projects on a daily basis. Melbourne office Scrum Master. • Monitor and track deliveries of services against SLA and participate in incident, problem and change management process • Act as the escalation point to address internal and external disruptions • Build long standing customer relationships to grow accounts • Manage contract renewals • Support the bid pricing for services and drive the execution of projects and services delivery. Client Summary; • Internal RXP Consultancies & 6 Practices • Energy Australia • Ventia • NextDC
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Jemena
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Australia
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Utilities
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700 & Above Employee
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IT Operations & Service Governance Manager
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Nov 2017 - Mar 2018
Working closely with cross functional IT teams, Service Desk, senior management, support services, product management, vendors & program management across all Agile & ITIL disciplines. Temporary back-fill role covering Jemena’s restructure needs. Managing Service Desk Team (9), Major Incident & Change/Release Management and undertaking ITIL Service & Onboarding Improvement Works. Working closely with cross functional IT teams, Service Desk, senior management, support services, product management, vendors & program management across all Agile & ITIL disciplines. Temporary back-fill role covering Jemena’s restructure needs. Managing Service Desk Team (9), Major Incident & Change/Release Management and undertaking ITIL Service & Onboarding Improvement Works.
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Sensis
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Australia
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Advertising Services
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700 & Above Employee
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Service Assurance & Major Incident, Release/Change & Problem Manager
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Oct 2016 - Jul 2017
Responsible for 24x7 Service Assurance across Enterprise IT, Geospatial, Mobile, Online Digital and Business Services divisions. Team of five managing a mix of internal teams & all external partners/providers in an Agile framework – ensuring rapid 24x7 dev ops and release activities meet broader business & stakeholder strategies. Continual improvement of Service Management process & tools to identify opportunities for technological & digital innovation across Sensis & 3rd parties – developing lean, Agile and automated frameworks to streamline support & continuous delivery activities.
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Toyota Motor Corporation
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Motor Vehicle Manufacturing
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700 & Above Employee
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Service Governance Manager.
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Apr 2016 - Oct 2016
Leading the ITIL Service Management framework within Toyota Australia. Responsible for a team of five IT professionals across all ITIL Service Management disciplines - Incident Management, Change Management, Problem Management, and Asset & Configuration Management. Regional Lead for Toyota Global Service Management Task Force & fast tracked through the global “Toyota Way” program. As Toyota Australia underwent unprecedented organizational change (restructuring/downsizing from 4000 seat Manufacturing base, to 1300 seat Sales & Distribution organization) – I aligned continuous ITSM delivery & improvement to rapidly changing business & technology landscape - contributing to a program of work to transition key services & toolsets from Toyota & legacy suppliers to new vendors. Achievements & Memorable Activities – Accountable for all Change / 24x7 Critical Incident Manager / Regional Lead - Toyota Global Service Management Task Force / Validating 3rd party vendor contracts & capabilities suitable & fit for Toyota purpose / Ensuring my staff leveraged Toyota opportunities as our ITIL function transitioned to new vendor & became redundant.
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Zensar Technologies
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India
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IT Services and IT Consulting
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700 & Above Employee
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Australia & New Zealand Technical Program Manager / Regional Account & Service Director.
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Jun 2014 - Mar 2016
Client Summary; • Jetstar • IXOM • Network New South Wales • Dymocks • iSelect • Colliers International Real Estate • Chandler Macleod Recruiting Accountable for the overall service delivery experience & project deliverables, as one of only two Australian employees 1) Service Delivery & Account Management; o Improve process; challenge the status quo and remove non-value add elements. o Listen & share client specific knowledge, intelligence and expertise across my remote offshore teams. o Regional escalation point for ITIL functions, projects & all aspects of relationship health. Responsible for Jetstar, Dymocks & iSelect Service Desks. 2) Client Relationship & Continuous Improvement; o Liaising between Zensar & any client/3rd party vendor Project Services teams. Delivering excellence & building capability through Six Sigma, PMBOK, PRINCE2 & Agile methodologies. 3) Program & Project Management; o Managing program governance, executive reporting, communication & invoicing across multiple clients & multiple projects within each stream. Achievements & Memorable Activities – Oversight Jetstar Service Desk / CRM Microsoft Dynamics Upgrade / SAP Upgrade / Migration from Remedy to ServiceNow / Mission Critical Rocade & Sabre Flight Operations Upgrade / Migration of Flight Operations Environment to Mobile (i-OS) devices (resulting in world first paperless cockpit) / Office365 Deployments / VMware upgrade / Migrations to Cloud (AWS & Azure) / National 3500 seat End User Computing refresh with SOE upgrade / Building & Office Relocations / Cisco Switch refresh / Digital/Web Portal Releases (from concept to production support) with significant SAP & CRM interconnects / Modification of SOE to facilitate/transform new inbound business acquisitions / Transition new acquisition data to SAP/CRM/Salesforce / Veeam Storage & Backup Implementation / Commissioning of new HQ
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Superpartners
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Australia
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Financial Services
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200 - 300 Employee
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IT Client Relationship Manager / Service Delivery Manager
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Aug 2012 - Jun 2014
Restoring the IT Managed Service relationships with HESTA & HOSTPLUS, while strengthening & improving Superpartners’ ITIL & Project capability across all Industry Super Fund clients. Aligning Superpartners’ solutions to drive real business value & commercial returns for the varying Funds – many whom have very disparate member requirements. Managing, coaching and mentoring a staff of 20 technical & customer service specialists - building ITIL capability to ensure the delivery of expected Fund experience & improving team motivation & morale in process. Maintenance of strategic, operational and project plans. Client Champion & Ambassador - resulting in multi-year Service Contract renewals. Championing the evolution of ITIL & Agile across all technical & fund environments. Chairing project meetings between funds & delivery teams. Achievements & Memorable Activities – Improving PMO capability by championing Agile & ITIL methods / Renewing my client Managed Services Agreements in time of upheaval / Unified Communication Lync 2013 deployment project (5000 seats) / Blackberry to i-OS transition / Several office & premises relocations & expansions / End User SOE & Hardware Refresh (5000 seats) / SAP & CRM Upgrades / Client Virtualization / Data Centre & Service Desk relocation / Cisco Network Switch Refresh / Introducing dedicated desk-side End User Computing support / Increasing monthly base invoicing by 50% HESTA & 55% HOSTPLUS / Microsoft License Audit & re-architecture of SQL platforms / Deployment of Tableau (Big Data & Business Intelligence) / Consolidation of mobile/telephony vendors / Implemented Splunk Monitoring & Capacity solution / Veeam Backup & Recovery initiative / Follow Me Printing implementation / NextGEN Program – comprehensive transformation activity to enhance capacity to grow & improve agility.
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ASG Group
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Australia
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IT Services and IT Consulting
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700 & Above Employee
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Service Delivery Manager / Victorian Service Governance Manager
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Feb 2011 - Jul 2012
Headhunted by ASG, a Perth IT business solutions provider, to manage their Victorian clients, while strengthening ASG technical capability & deploying an IaaS Cloud solution across Australia/New Zealand. Client Summary; • The Future Fund Management Agency • Symbion Pharmacy • ASG Corporate Cloud (IaaS) • Department of Premier & Cabinet Responsibilities o Responsible for the delivery of all technical & ITIL services to Future Fund, Symbion & Victorian Department of Premier. o Revitalised and developed the Victorian ASG delivery team to better support the client base, implementing & refining ITIL/Agile process & building technical capability. o Victorian Service Governance Manager – focusing on ITIL Change, Incident & Problem Management - Significantly improved & streamlined ASG / Future Fund ITIL process & procedures. Manager of the Future Fund Service Desk. Achievements & Memorable Activities – Implementation of ITIL Service Governance for ASG' Private Cloud (Infrastructure as a Service) across Australia/NZ – designed to service ASG Federal & State Government clients by providing secure local onshore cloud service / Oracle & SAP upgrade / Implementation of client Mobile presence/solutuion/ Splunk, Veeam Backup & Disaster Recovery deployment.
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Hewlett Packard Enterprise
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United States
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IT Services and IT Consulting
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700 & Above Employee
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Senior Delivery & Account Manager / Program Lead / ICT Change, Problem & Critical Incident Manager
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Jan 1999 - Nov 2010
Client Summary; • Symbion Health • Affinity Health • Hospira • Mayne Pharma • Cadbury (Global Account) • Australian Air Express • Bluescope Distribution • Huntsman Chemicals • Superpartners • The Victorian Department of Education • ALMC (Australasian Lubricants Manufacturing Company • Network Design & Construction • KRAFT/Schweppes o Enjoyed leading & building cross-functional teams to deliver end-to-end management services, based on established ITSM & developing Agile processes – across a diverse client base. AU$40M/year combined account income. Typically managing 2-4 accounts concurrently. Symbion Health was HP’s largest regional account. & my longest standing client (6 years). o Service Desk accountability and responsibility for Symbion, Affinity, Hospira, Mayne Pharma, AAE, Bluescope, Superpartners & ALMC Service Desks. Note that in my 7 years HP tenure, I typically managed 2-3 clients concurrently. My Health clients allowed some synergy as they generally used a similar primary Managed Services Agreement, originating with Mayne Health. My smaller clients operated on a Shared Service Desk model. o Achieved client business objectives flexibly, while considering both my own organizations’ & the clients’ position. o Recognised expertise in coordinating geographically diverse virtual/matrix multi-disciplinary teams. Standardizing processes & documentation to provide a consistent service experience. Achievements & Memorable Activities; Developed the HP Asia Pacific High Severity Incident Management Team. This framework subsequently replicated globally. Commissioning the Asia Pacific Project Management Office (PMO). Resulting in streamlined project delivery, improved resource assignment, streamlining integration with Managed Services & increasing revenue that would otherwise have leaked to competition & impacted HP reputation. Senior Client Delivery Manager for the first & only (to date) shutdown of HP' largest Data Centre in Southern Hemisphere.
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Colonial Tramcar Restaurant
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Australia
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Restaurants
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Maitre'd
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1997 - 2000
All-encompassing 5-star Management Role, onboard Melbourne's iconic Tramcar Restaurants. Union representative. Melbourne/Yarra Trams representative. All-encompassing 5-star Management Role, onboard Melbourne's iconic Tramcar Restaurants. Union representative. Melbourne/Yarra Trams representative.
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Crown Resorts
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Australia
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Hospitality
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700 & Above Employee
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Restaurant And Bar Manager
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1994 - 1997
Bar (VIP) and Restaurant Manager. Recruiting & Training. OH&S representative. Union representative. Bar (VIP) and Restaurant Manager. Recruiting & Training. OH&S representative. Union representative.
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US Navy
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United States
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Armed Forces
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700 & Above Employee
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Restaurant And Bar Manager - The New Sanno Hotel
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1992 - 1994
A civilian working for the US Navy - managing 3 restaurants and 2 bars within The New Sanno Hotel. Servicing the rest & recreation requirements of the US Marines & US Navy personnel, based across Japanese/US military bases. A civilian working for the US Navy - managing 3 restaurants and 2 bars within The New Sanno Hotel. Servicing the rest & recreation requirements of the US Marines & US Navy personnel, based across Japanese/US military bases.
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Education
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2017 - 2017
Victoria University
Certificate III, Community Services -
2017 - 2019
Australian Institute of Business
Master's Degree, Master of Business & Technology -
2014 - 2017
Swinburne University of Technology
Certificate III, Public Safety & Emergency Services -
1990 - 1992
Northern Territory University
Bachelor of Hospitality Management, Hospitality & Accounting -
1988 - 1989
Casuarina Secondary College
Matriculation
Community
