Experience

ZircoDATA

• Australia
• Information Technology & Services
• 1 - 100 Employee

• Information Systems & Technology Operations Manager

  • Jan 2022 - Present

  In my role as an IS&T Operations Manager, I was responsible for ensuring a robust IS&T infrastructure that facilitated business operations and supported future growth plans. Specifically, my duties encompassed: • Scheduling and directing activities using internal and external resources to resolve IS&T requests and issues in a timely and satisfactory manner • Managing the IS&T Service Desk to ensure timely and satisfactory resolution to support requests and incidents • Communicating effectively with IS&T stakeholders in the event of a major incident or major change to systems • Leading root cause analysis for reducing incidents • Supporting end-to-end systems, processes, and change management • Outlining hardware and software standards with owners and stakeholders • Managing and keeping track of IS&T assets and licenses through registers and related documentation • Developing, implementing, documenting and maintaining policies and procedures for infrastructure and desktop services • Overseeing the installation, configuration, and management of applications on company-approved devices • Suggesting appropriate technologies to be adopted to meet present and future demands of the business • Receiving complaints and inquiries from customers and promptly working towards providing a solution to the problems • Mentoring and training team members on the most efficient and effective ways of carrying out their duties • Managing IS&T systems security • Partnering with business stakeholders, vendors, and IS&T management to provide a strategic vision for supported devices and infrastructure and creating system roadmaps and business processes • Addressing the various needs, concerns, expectations of stakeholder groups in planning and executing projects, meeting project requirements and creating project deliverables • Competing project constraints including but not limited to scope, quality, schedule, budget, resources and risks in order to accommodate the needs of each user Show less



Energy Power Systems Australia

• Australia
• Machinery Manufacturing
• 100 - 200 Employee

• Service Desk Manager

  • Jun 2017 - Oct 2021

  Leading a team of 20 service desk analysts and driving the implementation of ITIL practices and principles, my role as Service Desk Manager at CAT Energy Power Systems Australia involved the following key responsibilities: • Managed strategy development, work priorities, and processes to ensure clear customer focus and input • Maintained awareness of all outstanding customer pre- and post-delivery issues and provided status updates to clients as necessary • Contributed to the continuity of services by providing necessary leadership • Designed and maintained process documentation for the service desk team • Acted as main point of contact for assigned projects, managing them from project initiation to completion • Demonstrated strong leadership skills and drove a performance management culture • Possessed extensive infrastructure and application support experience using ticketing and incident management systems • Demonstrated excellent written, oral, and interpersonal communication and presentation skills • Facilitated the definition of project scope, goals, and deliverables • Clearly defined project tasks and resource requirements • Monitored and prepared reports for internal and external stakeholders. Show less



Only About Children

• Australia
• Education Administration Programs
• 400 - 500 Employee

• IT Integration Team Leader & Business Services

  • Feb 2014 - May 2017

  Over the course of my 3-year tenure as an IT Integration Team Leader and Business Services professional, I led and managed numerous integration projects for Only About Children. Specifically, I successfully oversaw the integration of 16 new campuses, bringing the total to 24, while concurrently managing the operations of 8 existing campuses. Through effective time management and efficiency strategies, I ensured that all campuses were operating at maximum capacity. My responsibilities included: • Planning and overseeing all aspects of projects, ensuring goals were met on time and within budget • Organizing people, tasks, and resources, setting deadlines, and identifying potential risks • Managing and maintaining mainframes and servers • Configuring hardware and software programs • Troubleshooting network problems related to every component • Creating and documenting logs for network activities • Managing testing processes for new and existing processes • Assisted in installing and maintaining complex network systems • Provided research work for implementing networks • Assisted in troubleshooting components of networks • Helped in testing singular systems for network support • Provided personal development for staff • Collaborated with cross-functional teams to develop detailed project schedules/plans • Generated project status reports for corrective action • Served as single point of contact for project scheduling and changes • Executed on-time, under-budget project management on complex issues • Tracked all project deliverables using a range of tools • Presented reports outlining project progress, issues, and solutions • Worked with marketing team to implement an effective CRM program Throughout my tenure, I have also demonstrated the ability to influence across an organization, originate ideas and champion and gain commitment. With this experience, I am confident in my ability to lead and manage complex IT integration and business service projects. Show less



Multicore System Integrators

• Melbourne, Victoria, Australia

• Owner, Managing CCTV installation, support and IT integration and Support

  • Jan 2011 - Dec 2013

  As the owner of Multicore System Integrators, I specialized in providing CCTV installation, support, and IT integration services to a diverse range of customers. My main responsibility was to manage the customer experience throughout the procurement process, using my ability to understand and learn new networking systems to address technical questions and manage customer expectations. I have successfully handled a wide range of clients, including professionals, tradespeople, and retail staff. As a Project Manager for shop-fits with an expense cap of $500K, I have extensive experience in building and networking projects, including: • Installation and management of networks throughout retail shops, including configuration of modem routers to sync with Point of Sale machines and other internal devices such as DVRs and digital radio players. • Special configuration of additional routers for guest accounts for customers. • Port forwarding for Point of Sale machines for remote access support. • Assembly and installation of Point of Sale hardware, including drivers and software. • Installation and configuration of CCTV equipment on the network domain. • Coordination with building contractors to ensure shop-fit schedule is kept on track and monitoring their work to ensure all job scopes are signed off and handover documentation is complete at the end of the project. In addition to project management, I also have experience in providing support and maintenance services, including: • Installation, rebuild, and reprogramming of office desktop PCs and laptops, and software installations. • Troubleshooting and diagnosing issues with Point of Sale machines. • Troubleshooting and diagnosing LAN/WAN issues. • Troubleshooting hardware issues such as receipt printers, barcode scanners, cash drawers, fax machines, and printers. Show less



Mentone Girls' Grammar

• Australia
• Primary and Secondary Education
• 1 - 100 Employee

• Information Technology Administrator

  • Feb 2010 - Feb 2012

  My role at Mentone Girls' Grammar School was a vast range of jobs, not only was I responsible for maintaining all IT protocols but I was also providing PD sessions for staff on new software, hardware and interactive white boards. Also effectively troubleshooting and managing time and priorities efficiently, also providing end user technical support for the company’s employees. I also assisted on providing support and assistance to the Project Manager at every stage of each project. My responsibilities included monitoring project progress, following up with stakeholders on the completion or delay of project phases, scheduling meetings, ordering materials, and maintaining project documents and reports. Key Success Points and Areas of Responsibility: • Expertise in Microsoft Windows Server 2003-2012, Windows XP, Vista, 7, 8, 8.1 and 10 • Strong knowledge of Administrative Tools, such as Microsoft Active Directory and DHCP • Experience in installing and configuring computers and networks • Skilled in managing and maintaining mainframes and servers • Proficient in troubleshooting network problems related to all components • Strong ability to create and document logs for network activities • Experience in managing testing processes for new and existing processes • Assisted in installing and maintaining complex network systems • Conducted research to implement new networks • Assisted in troubleshooting components of networks • Helped in testing singular systems for network support • Provided personal development for staff • Provided software assistance to students and staff • Created instructional documentation for the use of software and hardware • Experienced in troubleshooting a wide range of application issues and providing solutions • Worked closely with project managers to help implement project goals • Assisted the project manager in project delivery, including liaison with other departments. Show less