Experience

Business Technology Group (BTG)

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

• Service Delivery Manager

  • May 2014 - Present

  • Championed an environment of exceptional customer service• Service Level Management• Implemented and trained ITIL based processes• Business Process Improvement & Continual Service Improvement• Key Client Account Management• Incident Management / Major Incident Process Owner / Problem Management• Change Management• Development of Internal & external reporting & communications strategies • Championed an environment of exceptional customer service• Service Level Management• Implemented and trained ITIL based processes• Business Process Improvement & Continual Service Improvement• Key Client Account Management• Incident Management / Major Incident Process Owner / Problem Management• Change Management• Development of Internal & external reporting & communications strategies



Douglas Pharmaceuticals

• New Zealand
• Pharmaceutical Manufacturing
• 400 - 500 Employee

• Service Delivery Manager

  • Mar 2011 - May 2014

  • Tenfold increase in Service Desk resolution rates• Effective operational management of support vendors• Improved functional relationships with stakeholders, users and vendors• Business Process Improvement• Created and implemented ITIL based processes• Identified Change Management improvements• Continual Service Improvement• Project Manager across key projects • Tenfold increase in Service Desk resolution rates• Effective operational management of support vendors• Improved functional relationships with stakeholders, users and vendors• Business Process Improvement• Created and implemented ITIL based processes• Identified Change Management improvements• Continual Service Improvement• Project Manager across key projects



Downer New Zealand

• New Zealand
• Construction
• 700 & Above Employee

• Support Analyst

  • Feb 2008 - Mar 2011

  • Solutions Designer across multiple tasks• Project Manager for national hardware refresh program• Mobile Communications spend streamlined• Regular production and distribution of training guides & support documentation• Administration and development of intranet (utilising Activate)• Infrastructure Support during multiple mergers • Solutions Designer across multiple tasks• Project Manager for national hardware refresh program• Mobile Communications spend streamlined• Regular production and distribution of training guides & support documentation• Administration and development of intranet (utilising Activate)• Infrastructure Support during multiple mergers



Computerland/Gen-i

• Senior Support Engineer

  • Mar 2005 - Jan 2008

  • Incident Management for all IT systems on client site• Engagement with external support providers and vendors• Administration and support for LAN/WAN throughout New Zealand• PABX administration • Incident Management for all IT systems on client site• Engagement with external support providers and vendors• Administration and support for LAN/WAN throughout New Zealand• PABX administration



Thorn Rentals NZ

• IT Co-ordinator

  • Nov 2003 - Feb 2005

  • Helpdesk support for national retail chain• 24 x 7 after-hours system support • Helpdesk support for national retail chain• 24 x 7 after-hours system support