head of IT
Pinnacle Investment
Total des années d'expérience :17 years, 8 Mois
I manage all technology and teams including design and management of network and all MSP activities
• Client Relationship Management
• Service Desk Team Management (20 people including 3 TL)
• Contract and Commercial Management.
• Oversee delivery of Services and SLA Management.
• Manage resource plans
• Manage all HR aspects including recruitment, retention, staff performance, 121’s, attrition, talent planning etc
• Performance Reporting
• Driving ongoing improvement and Innovation.
• Provide an Escalation Point for customers with Service Delivery matters.
• Managing Team Leads (3) to improve their mentoring of each team - it is an immature environment
• Provide leadership for overall solution support
• Monitor and manage compliance processes
• Lead triage of problems elements of the solution
• Manage forward work plan for minor enhancements, including prioritisation with the client, budgeting, estimating and delivery leadership.
Create and implement Process and procedure
Vendor engagement and management
Manage staff 3 helpdesk /2 snr engineers (pre-sales and install)
Engagement Management - stakeholder management
Project Management
Build and nurture excellent relations with our customer base and business relationships
Integration and Solution Design
Business Process management
Develop and maintain functional KPI and monitor outcomes
Report development and analysis to demonstrate ICT usage and outcomes and implement programs based on outcomes
Ensure and develop outstanding customer relationships and satisfaction
Account Management and Sales of RTO offerings - meeting and achieving KPI’s and targets and client engagement
Member of Melbourne IT Managment team
Provision of strategic technical and business advice and guidance on emerging technologies to best support business need;
Coordinating, selecting, purchasing and delivery IT infrastructure deployed in new buildings;
Managing strategic partnerships with John Holland (building contractor), Spotless Facility Management, Unisys IT Services and several other contractors and suppliers to achieve this;
Project Management of major infrastructure projects;
Project coordination of tasks;
Leadership and guidance to staff working on infrastructure project
Southbank Institute of Technology
Managed team of twelve staff, incorporating sales and technical teams geographically spread across Australia.
Managed installation and upgrade projects, working closely with management to control projects risks, technical issues and personnel. I also managed maintenance, repair and administration of Time and attendance hardware and software.
Lead, manage & coordinate the helpdesk/support Teams comprising 12 staff geographically spread across Australia;
Manage sales of Automated Time and Attendance Systems;
Developed maintenance program to increase repeat business and turnover;
Developed strategic alliances with various customers to ensure effectiveness of delivery.
Coordination of end user support and training;
Training and development of staff;
Project Management
Large scale installation for example Mt Isa Mines ($350k contract)
Deployment of Enterprise servers to deliver out product and IT services eg: Kingaroy council ($210k project)
Successfully organised and implemented planned equipment installation for mission critical delivery schedules.
Also have many other certifications and over 25 years experience. I am in Dubai regularly and avialable on short notice to travel for a meeting ast my cost. ( airfrares)
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