Experience

• 

  Upper Hutt City Council

  • New Zealand
  • Government Administration
  • 100 - 200 Employee

  • Service Delivery

    • Jan 2019 - Present

    Service Delivery for the Upper Hutt City Council. Managing service delivery with the council's main ICT vendors to the business, along with being a technical resource.

  • Service Delivery Analyst (Fixed Term Contract)

    • Sep 2018 - Jan 2019

    6 month fixed term contract in a newly created service delivery analyst role for the Upper Hutt City Council

• 

  Haythornthwaite Wines

  • Martinborough

  • Cellar door bar manager

    • Nov 2018 - Present
    • Martinborough

    Cellar door sales and tastings in Martinborough - Gewurztraminer is our speciality...

• 

  Wairarapa District Health Board

  • Masterton

  • Desktop Engineer (Contract)

    • Feb 2018 - Jul 2018
    • Masterton

    Contracted Desktop Support/Engineer

• 

  Tirohana Estate

  • Restuarant/Winery worker

    • Jan 2017 - Feb 2018

    Deputy manager for the restaurant front of house and cellar door as well as involved in general vineyard work, maintenance and administration.We do fantastic food and wonderful wine in a superb setting! www.tirohanaestate.com

  • Casual Front of House

    • Apr 2015 - Dec 2016

    Part time Front of House in the winery restaurant including welcoming guests, serving drinks & food, pickup and drop off of guests

• 

  Optimation

  • Wellington & Wairarapa, New Zealand

  • Technical Support Analyst

    • Jun 2015 - Jan 2017
    • Wellington & Wairarapa, New Zealand

    Supporting approximately 150 users in five offices across NZ and Australia in a small three person IT team.Responsibilities included -*Desktop and mobile device hardware and application support.*Hardware procurement and asset management*Vendor liaison*Device upgrades and replacements*Change management*Group policy creation and management*Process and procedural documentation*Windows 10 rollout.*Cover for server, network support and service desk*Desktop and server support for an external client

• 

  Wairarapa District Health Board

  • IT Contractor

    • Feb 2014 - Sep 2014

    Various short term contracts to assist in finishing rollout of Windows 7 desktop environment. This included desktop/laptop builds and deployment. Contracts also included back fill for permanent staff and application and desktop support.

  • Support Analyst

    • Aug 2008 - Jan 2014

    Worked within a small IT services team of 6 staff in wide ranging role. Role encompassed:• Change &release management• Incident and problem management and ownership• Process creation & documentation for desktops & application support• Hardware evaluation and procurement of new desktop and mobile computers and printers• Software testing of new applications, documentation and implementation• Support for Windows XP/Windows 7 and Citrix thin client workstations• Vendor and third party liaison and management• Server support - Citrix farm management, Windows 2003/2008 servers & maintenance tasks• Image building and deployment to hardware using Altiris & MDT• Active Directory and Group policies• Moves/Adds/Changes requests of desktop and printer hardware.• Asset management & procurement of all desktop, laptops & printers• Network support, patching, initial fault finding and some router configuration• After hours on-call support (desktop/server/network/apps)• Call logging, reporting & managementAchievements:* Project to upgrade from MS Office 2003 to MS Office 2007 of desktops & citrix servers. This affected approx 400 desktops &500 users. This involved the planning, project management, testing, deployment & follow up support.* Desktop, Laptop & thin client replacement of the organisation's workstations. Tasks covered included the hardware eval, procurement, build & config, group policies & rollout, including migrating from Windows XP to Windows 7.* Printer refresh. Replacement of the printer fleet. Moved to a fully managed system with an external vendor via the All of Government procurement. This project had me doing the cost benefit analysis, planning, product evaluations, procurement, & overseeing the rollout by the vendor. The initial cost benefit analysis showed an approximate 50% ($100,000) saving over printing costs annually & post analysis some months later showed this to be averaging around a 52% reduction.

• 

  Gen-i

  • Change Manager

    • Sep 2007 - Jul 2008

    Technical change manager for a 2500 user external client. • Submitting change requests by Gen-i and the customer into the Change management system.• Technical review over changes.• Scheduling of change implementations• Facilitating regular change meetings• Liaising with project managers & teams ensuring changes were recorded, scheduled, resources and actioned.• Post change analysis.• Reviewing handover documentation and working on documentation for the service teams.• Monthly change management reports for inclusion in the customers service delivery reports

  • Technical Analyst II

    • Sep 2002 - Aug 2007

    Roles included 2nd level support and project work working on external Gen-i clients.• Incident and problem management and ownership• Extraction and preparation of Monthly service reports from call management system for Service Delivery manager and ad-hoc reports as required.• Process creation and documentation • Scheduling of outages (emergency and planned) with the customer and related 3rd parties.• Call management for customers that were passed onto third party vendors. • Project work, including testing and implementation• Liaising with the customer, internal departments and external vendors• Mentoring staff within the wider support team.• Setting up and configuring printer management and reporting via Print management tools.• Assisting in Request for Information/Request for Proposal submissions.• After hours on-call system support for customers.• User and hardware management (Moves/Adds/Changes)

• 

  IAG New Zealand

  • Wellington

  • Senior Technical IT Consultant

    • Jan 1998 - Aug 2002
    • Wellington

    Worked in various functions within the IT unit;• Remedy (Helpdesk, Change Management and workflow software) System Administrator.• Responsible for writing and extracting SLA reports from the Remedy system.• Problem management and ownership of large impact incidents• Creation and updating of support documentation• Liaising with 3rd party hardware and software technicians and sales people.• Management of telecommunications billing (data).• Management of the companies data and voice installations.• Project work – of note;. - Roll out of new PC based systems replacing Datapoint data terminals and systems.- Managing cable and network implementation in preparation for new PC based systems.- IT changes due to company restructure from a branch to regional structure.- IT changes due to further restructure to a centralised company structure.• User management – Moves, Adds, Changes of NT, Unix and insurance application user accounts• Desktop support for NT4.0, Windows 2000 and Citrix workstations• Video Conference co-ordination and support • 1st level helpdesk supervisor and mentor (4 staff)

• 

  Datacom

  • Wellington

  • Support Analyst

    • Apr 1994 - Feb 1998
    • Wellington

    Day to day operations, support and administration for a legacy Datapoint computer system for an external client Duties expanded over time to include other areas internally at Datacom.• Monthly SLA reporting for the customer• 1st, 2nd and 3rd level support for the clients legacy Datapoint systems.• Internal LAN support for two Datacom offices in Wellington. • Support of various internal Datacom Windows desktops, servers and software.• Email system management for Datacom Wellington offices.• Supervised a team of 2 staff.• Datapoint system backups, system maintenance, on call support and system upgrades.• LAN support at the external client

• 

  State Insurance Limited

  • Wellington

  • System Operator/Assistant Technical Support

    • Aug 1988 - Apr 1992
    • Wellington

    Operator of computer system and later progressed to a more technical support role. Assistant Technical Support 1990-1992• 2nd and 3rd level support for Datapoint computer system for State’s three computer ‘node’ sites including after hours on-call support for the three sites.• System hardware and software upgrades, including assisting with the project planning and implementation.• System heath checks• Liaising with third party vendors and technicians.• System process creation and documentation• System upgrade planning and implementationSystem Operator role 1988-1990• Day to day running of the Wellington Datapoint computer node.• System upgrades• 1st level support of the insurance application for State users via telephone.• Hardware support for the Wellington Node terminals in lower North Island• System backups and restores• Processing of daily electronic cash batches and error lists produced• System reporting for monthly reports.