Experience

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  NRI Australia & New Zealand

  • Sydney, New South Wales, Australia

  • National Manager Corporate IT

    • Sep 2018 - Present
    • Sydney, New South Wales, Australia

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  ASG Group

  • National Manager, Corporate IT

    • Sep 2018 - Jul 2023

  • State Operations Manager

    • Dec 2017 - Aug 2018

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  SMS Management & Technology

  • State Operations Manager

    • Sep 2016 - Dec 2017

    As the NSW Operations Manager I provide leadership and management to the Service Operate team of technical and IT services staff and manage the daily operations of the Managed Services unit in NSW. I am responsible for leading, managing and developing the operations teams in SMS Managed Services Division including; Service Desk & IT Operations Centre (24x7), Deskside Services and Infrastructure Services teams comprising of Level 3 Wintel and Network engineers.Key Responsibilities and Achievements• Onboarding – transition of new customers from project transition to operate (build to run)• Reporting – Responsible for internal financial reporting (PCM) and generation of all monthly reports data for 20 clients. • Review effective cost reduction measures • Manage the Technical and IT Services staff of the Service Operate team, ensuring effective resources allocation, delivery of agreed services and maximum service availability• Develop consistent referenceable operational procedures and structures across managed customers• Provide Contract Renewal support• Excelled in designing and setup of a 24x7 manned operations from a business hour service desk• Manage colocation of 150 racks across 3 data centres in Sydney• Technical and project lead for rollout of BMC Remedy as the single platform for ITSM across the • organisation collaborating 4 different teams's ITIL processes and tools• Assist in pre-sales activities by drafting of Managed Services proposal writing

  • Operations & Service Delivery Manager

    • Jul 2013 - Aug 2016

    Continue management of infrastructure technical and service desk teams fulfilling requests across 50+ clients across the state when SMS Management & Technology acquired Indicium

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  Indicium Technology Group

  • Team Leader Infrastructure Management and Service Desk Manager

    • Sep 2009 - Jul 2013

    • Instil ITIL in a team and organisation with no background to structured IT Service Management• Introduce and develop change management methodologies• Architected, implemented and managed a multi-tenanted private Cloud platform hosted in Global Switch Sydney data centre hosting IaaS and SaaS workloads for several managed services clients• Plan and manage the day to day activities of Technical and IT Services staff necessary to deliver agreed services and achieve maximum service availability.• Acts as Technical reference point for the Technical and IT Services staff.• Prepare workforce rosters as well as manage variances that may cause service disruption.• Take responsibility for internal and external customer escalations and act as a point of escalation both in and out of hours as required.• Tooling - Define Managed Service tooling and systems roadmap and prepare associated business cases• Develop ITSM Reporting – KPIs on ticket management and workload management• Ops Handbook Creation• Generation of Client Monthly Reports• Service Level Management ensuring client SLA and internal KPIs were documented and adhered to• Grow team from 6 to 18

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  Blueprint Management Group

  • Infrastructure Support Manager

    • Oct 2002 - Aug 2009

    KEY ACHIEVEMENTS• Support Person of the Year 2006• Promotion to Support Manager from Level 1 support officer, system admin, senior systems engineer• Virtualisation Re-engineering – Full revamp of company’s Citrix, Storage (SAN) and VMware Infrastructure in 2007-08 providing core IT services and applications• Increased IT applications uptime from 93% to 99.9%• Rookie of the quarter 2003 Award• Helpdesk.Handbook Procedure Implementation which reduced helpdesk calls by 30%.• Security Compliance – Worked closely with Infrastructure Manager and Risk Manager in leading the business Information Security governance strategies in line with ISO/IEC 27001 and PCI-DSS standardsKEY RESPONSIBILITIES• Management and responsible of IT Helpdesk and service delivery • Administer Windows 2003 Active Directory with Microsoft Exchange 2003 Server and Blackberry Enterprise• Design, implement and support VMware ESX 3.5 server infrastructure supporting 110 VMs• Administer CITRIX Presentation Server 4 and 4.5 to incorporate 500+ users• Administration of > 10 TB raw storage across EMC Clarion CX300 and Compellent Storage Center SAN• Manage LAN/WAN network including configuration and support of Cisco and HP devices• Manage data back up systems using EMC Legato Networker• Server and Networking monitoring• Comprehensive Database management in MS SQL Server 2000 and 2005TELECOMMUNICATIONS SUPPORT• Administer Avaya S8700 ECS PABX including call flow designing (vectoring)• Genesys 7.2 Contact Centre Management - Configuration and management of Genesys Framework, Performance tuning and operational management of Genesys Outbound Predictive Dialler, Call Flow design and implementation of Genesys Inbound Routing including IVR and Troubleshooting and support of Genesys Solutions, including log retrieval and analysis (OCS, URS,CPD,GVP, T-Server, SCS), Extract real-time and historical reports using Datamart.• Verint (Witness/Eyretel) Voice Recording Systems

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  Customcall

  • Infrastructure Support Manager

    • Oct 2002 - Jun 2009

    Customcall Pty Ltd is the constituent company of the Blueprint Management Group

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  Argus Telecommunications

  • Systems Data Capture and Service Identification Officer

    • Jan 2001 - Jun 2002

    Argus Telecommunications was responsible for the provision of all telecommunication services for the NSW Rail Infrastructure Corporation across the whole state. Key Achievements Team Leader of a small data entry team in latter part of termKey Responsibilities • Broad knowledge of the operational and functional aspects of the rail infrastructure and a larger diversified telecommunications infrastructure, in general• Efficiently identify and trace various types of transmission systems (including multiplexer systems, frame relays, optical fibre networks, Copper-wired Networks, etc.) running on PDH systems and the extension service devices supported on them• Data integrity, Systems Capture, Service Identification and Verification• Database Management skills• Ability to work in a team as well as self-regulating