Experience

Accordant NZ

• New Zealand
• Staffing and Recruiting
• 1 - 100 Employee

• Service Desk Team Leader

  • Jul 2022 - Present



Lancom Technology

• New Zealand
• IT Services and IT Consulting
• 1 - 100 Employee

• Service Desk Manager

  • Nov 2019 - Jun 2022

  Operational Management • Manage day-to-day service delivery operations ensuring SLAs are adhered to and customer satisfaction are met with consistently high standards• Own core ITIL processes such as Incident Management, Problem Management and Change Management • Escalation point for high priority service issues or issues requiring collaboration work with the other teams such as customer success managers • Address customer issues/complaints and put controls in place for prevention• Ensure service contractual obligations with clients are delivered• Generate and implement process improvements to ensure efficiency of the service team and maximize contract profitability• Report service metrics to the business • Check and approve engineer timesheets • Manage oncall and 24/7 scheduling and resourcingTeam Management • Run team meetings and standups with the goal of unblocking people and allow them to perform their role as smooth as possible • Work with Pod leaders, discuss resolution of pain points and implement improvements People Management • Conduct performance reviews with the team. Identify areas of growth/training for individual members and work on an agreed plan to execute • Monitor and track individual certification requirements as part of continuous learning • Review, interview and shortlist candidates and walk them through the recruitment phases.



Redbrick Technology Limited

• Service Delivery Manager

  • Feb 2017 - Nov 2019

  • Perform various aspects of service delivery related to operational, team and people management • Support technical team and perform Level 2 technical tasks as required • Drive documentation updating and maintenance • Run daily ‘huddle’ meetings and participate in weekly leadership meetings • Manage on-call schedules • Perform timesheet checks and approval • Perform procurement tasks which involve ordering equipment and liaising with vendors regarding price, availability and delivery



RYTECH IT SERVICES LIMITED

• IT Services and IT Consulting

• Service Delivery Manager

  • Sep 2014 - Feb 2017

  • This is a hybrid service delivery and technical role. I manage daily service operations and also perform L2 technical tasks • Perform service coordination, assign tickets to engineers according to priority • Conduct timesheet checks in Connectwise • Facilitate disaster recovery exercise of our biggest client • Perform L1 / L2 technical tasks

• System Engineer

  • Feb 2012 - Sep 2014

  • First point of contact for end-users with their IT support requests • Answer calls, log tickets and perform initial troubleshooting of issues. Escalate issues to senior engineer as required • Support work includes a wide range of infrastructure/application including Active Directory, Workstation, Printers, Exchange, Terminal Servers, Backups and multiple line of business applications