Resume 35882

This resume is listed on gurus.com.au

Project Coordinator, Service Level Manager
For the past 8 months I have been contracted to Oasis Asset Management Ltd based in Wollongong. I have
been working in an IT Service Desk consultant capacity and provided mentorship and direction to the
incumbent Team Leader. I am looking for a new opportunity to stretch my current skills and enhance both my
IT and business knowledge especially within the a Project Coordinator, Problem or Service Management role. I
enjoy the challenge of achieving set goals, targets for service and fin

Work Preferences
Desired Salary

70,000 - 75,000 per year

Availability

2 Weeks

Desired Job Type

Full Time

Can Travel for Work

Extensively

Highest Education Level

High School

Current Location

Sydney

Relocation

Will Consider Relocation to;
Melbourne
Brisbane
Adelaide
Cairns
Coffs Harbour
Darwin
Overseas Other

Residency / Visa

Authorised to work in Australia

Skills and Experience
Category

Yrs. Exp.

Until

Consulting

Consultant

1

2008

Help Desk

Manager

4

2007

Employment History
Job Title

IT Service Desk Consultant – Contract

Industry

Financial Services

12/2007 to Current

Completed current state diagnosis of current internal IT Service Desk
support offering.
Analysed and documented data relating to the contact methods used by the
end user community to the IT first line of support team.
Completed a case study of Oasis support offerings current state,
functionality, processes and limitations of current Incident Management
tools used including:
!
Review and analysis of all IT related tickets logged, workload and
productivity
!
IT Team and customer visibility
!
Escalation – covering technical and hierarchical paths
!
Service Level Management
!
Reporting
Interviewed key business stakeholders and managers to gain feedback of
current offering and desired outcomes from an Incident Management tool.
Researched and engaged Incident Management software vendors for
functional demonstrations and quotations of software licenses and ITIL
modules. Compared alternatives in areas of ease of use, SLA monitoring
and auto ticketing capabilities, reporting, training, ITIL compliance and
cost analysis.
Completed Business Case for purchase of chosen Incident Management tool
– Infra Incident Management.
Completed Return on Investment, focusing ROI on intangible costs
calculated at $168k per year for the IT Business Support Team only.
Mentored and coached the IT Business Support Team Leader in areas such
as leadership, business and team communication, team performance
management, recruitment, day-to day planning and prioritisation skills.
Creation of all team position descriptions and Key Performance Indicators.
Research and implementation of Service Desk call software to enable to
reporting on direct phone contact workloads to the IT Business Support
Team. Researched and implemented SMS notification tool and Techinline
remote support tool to support external customers.
Collated and analysed all incident and request tickets logged to provide
accurate reporting, identify end-user training requirements and define

mentoring and support for Service Desk Team. ! Continual improvement of the IT Service Desk function & system within the ITIL best practises framework. Facilitate establishment and development of ITIL compliant Processes. Produced manual reports for management to promote visibility of the IT Business Support function and workload to the CIO and Oasis Board Members. Complete Team Performance Management. ! Service Level Management of all IT Service Desk incidents.processes to streamline the end-user customer experience. account managers. Identify training required by Service Desk Team members. . Job Title IT Service Desk Team Leader Industry Government / Public Sector 10/2004 to 11/2007 ! Facilitate establishment and development of ITIL compliant processes. directly logged calls. ! Actively participate in the recruitment and selection process. Project role completing roll out of Service Desk ITIL compliant Incident. workflow structures and SLA’s. identifying resource requirements where appropriate. Beverage and Tobacco 09/2001 to 09/2003 ! Project role for the set up of the IT Service Desk after function was brought in-house from IBM. procedures & escalation processes. Coordinate and manage Change Management Process. Member of Change Management Board (CAB). ! Conduct Performance Management for 8 team members. Compiled Peregrine Service Centre training documentation and provided training and ongoing support. Lead. Facilitate establishment and development of ITIL compliant Processes. Liaison with the Customer Account Managers to ensure a thorough understanding of Key Business Issues. Workflow Structures and SLA’s. ! Key point of contact and liaise with customers. ! Analysis of customer service business needs. Coordinate and manage Change Management Processes. Ongoing mentoring and support of Senior Analysts on the team. Produce reports including Call Trend Analysis. Review and report on the performance of the team. ! Reporting of Service Desk activities to management. ! Ensure statistical data is maintained. Creation of documentation and implementation of new and current IT Service Desk processes and procedures. ! Create and produce reports including Incident Trend Analysis and Team Statistics. to professionally respond to and manage service requests made by e-mail. Creation and production of monthly reports to Management. ! Implementation of ITIL End-to-End Incident Management to FaCS IT Service Desk. Team Statistics. Job Title IT Service Desk Team Leader . Job Title IT Service Desk Team Leader Industry Food. ! Establish and maintain the customer service. and phone. Workflow Structures and SLA’s. ! Continual improvement of the IT Service Desk function & system within the ITIL best practises framework.Contract Industry Medical Supplies 01/2004 to 10/2004 ! Management of the day to day operations of the IT Service Desk to meet the business needs. SLA reporting. ! Develop the performance of the team. ! SLA Management. Initial and ongoing recruitment of Service Desk Team. ! Member of Change Management Board (CAB). contributing to performance review and ensuring appropriate training and certification of staff. Management tool Peregrine Service Centre throughout Australia and New Zealand. manage and develop the IT Service Desk Team of 7. ! Management of the IT Service Desk system in place (HEAT) and development of the solution to meet requirements. ! Monthly customer onsite visit for Service Delivery Meetings.

Foundation Certificate Pink Elephant 2004 ITIL Establishing ITIL Service Desk Pink Elephant .Work Related Training & Certification Completed Institution Training / Certification 2002 Proactive ITIL Foundation Certificate 2003 The New Supervisor AIM – Australian Management Institute 2003 Conflict Resolution Skills AIM – Australian Management Institute 2004 ITIL .