Experience

ESS Engineering Services & Supplies

• Australia
• Mining
• 1 - 100 Employee

• Service Technician / Sales

  • Jul 2015 - Present



Layne, A Granite Company

• United States
• Construction
• 500 - 600 Employee

• RC Exploration Offsider

  • Jun 2014 - Apr 2015



AngloGold Ashanti Brasil

• Brazil
• Mining
• 700 & Above Employee

• Process Technician

  • Jan 2014 - Jun 2014



Computacenter

• United Kingdom
• Information Technology & Services
• 700 & Above Employee

• Project Co-ordinator / Business Analyst / Test Lead

  • Feb 2011 - Sep 2013

  IT Security / Project Management Milton Keynes • Subject matter expert for all internal toolsets and governing processes. • Test Lead for the creation, functional testing and business testing for the implementation of ITSM (BMC Remedy V7.5). Ownership of both Incident and Logical Access Management modules. Approximately 3000 test scripts were created based on the gap analysis and functional specifications alone. • Proactive management and reporting of Global Service Desks time, effort and punctuation (Scheduled Adherence). • Creation of automated report booklets for management to reduce effort. • Delivered presentations to executive level stakeholders on return of investment for internal toolsets and customer billing. • Decision Tree project planning and execution. The purpose of this exercise was to design and deliver logical templates for each incident type that the service desks could encounter per customer. This means that someone on day one could operate like an experience member of the service as everything they needed to know would be available to hand during a call. This served as a ‘value add’ and’ effort reduction’ achievement. Show less



Lehman Brothers (in Administration)

• United Kingdom
• Banking
• 1 - 100 Employee

• Logical Access Management / IT Security

  • May 2009 - Apr 2010

  LBiA (Lehman Brothers - Investment banking) • Contracted duties were to process logical access management request types once the business had been successfully outsourced to Computacenter. (File folder, DFS, new starters, e-mail management, sensitive data transfer, software deployment etc). • Additional achievements included Business take on, Service Implementation & development Testing, (VPN) business as usual activities and service improvement. • The coordination of onsite visits whilst overseeing other colleagues accompanying me during BTO so I could consolidate captured information to be implemented later during service design. • Solely responsible for the analysis of the customer’s current IT solution within their own ‘IT Security/Request management’ department. This was to ascertain what could be successfully and cost effectively outsource to our remote IT support function. • Accountable for capturing and advising what remote Citrix applications would be needed to ensure a successful support model. This also included end to end Citrix testing with the customer. • Designed and delivered all working procedures for IT Security/Request management and was solely responsible for the delivery of all training and materials to our current LBiA workforce. • Continue to act as a vital support member to the operation of LBiA Request Management, Desk Side and Front Line for this contract. Show less



Visa

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Logical Access Management / IT Security

  • May 2009 - Apr 2010

  • Contracted duties were to process logical access management request types after the transition from Fujitsu services to Computacenter. (File folder, DFS, new starters, e-mail management, sensitive data transfer, software deployment etc.) • Additional achievements include: Successful re-certification project of the VISA estates e-licensing across all software packages. This required me to run Eracent audit reports so I could co-ordinate and process the full user base of 2300 employees to ascertain their business need for their currently installed programs, downgrading or removing where necessary. £1.3 million pounds was saved in non-compliance. This also secured an internal Silver Award. • Business take on activities during the service transition from Fujitsu Services to Computacenter. • Problem management of any major incident concerning technical issues for the request team and process related incidents. • Responsible for the full training of all CC staff during business take on activities and created all relevant procedures for this account. Upon my exit I delivered training to key members within the current VISA Request Management team to ensure this support continued. • Coordinating the development and implementation of new services and business. • Managerial supervision of the team. • Documentation and version control of information security policies and procedures. • Analysis of the business impact, costing and risk of internal requests for change. Show less



Royal Mail

• United Kingdom
• Freight and Package Transportation
• 700 & Above Employee

• Desk Side Technician

  • Jan 2008 - Jan 2009

  Additional successes:- Secondment in ‘Application Packaging' Contracted duties were to process logical access management request types during and after the transition from Fujitsu services to Computacenter. (File folder, new starters, e-mail management, sensitive data transfer, software deployment etc.) Additional successes:- Secondment in ‘Application Packaging' Contracted duties were to process logical access management request types during and after the transition from Fujitsu services to Computacenter. (File folder, new starters, e-mail management, sensitive data transfer, software deployment etc.)



Fujitsu

• IT Services and IT Consulting
• 700 & Above Employee

• Network Support

  • Jan 2007 - Jan 2008

  Additional successes:- Promotion Network Support My contracted duties were to act as the primary provider of technical support to desktop and laptop computer users for hardware, OS, and application issues to Executive Level customers Monitored and updated help desk incident tracking tickets for purposes of demonstrating compliance with issue response and resolution Service Level Agreements, logging daily activities and documenting solutions. Functioned as primary point of contact and communication with customer from assignment of ticket to resolution. Evaluated current processes, procedures, and technology with an emphasis on identifying methods of improving effectiveness in providing support to customers. Provide hardware and software installation support as needed, in support of new hire and equipment refresh processes. Show less