BSc (Hons) IT & Comp, MBCS, CITP, ACMI   

·         A dedicated and experienced chartered ICT professional with a track record of aligning ICT to the needs of businesses, reviewing processes, reducing waste and assisting staff to be more efficient.

·         Around 20 years of ICT experience gained from several industries and countries in multi-site operations.

·         Very much service and customer quality orientated, aligning ICT to meet business requirements.

Management of staff supplying ICT services for contracted (40+servers, 500+ users) and other Clients.  

§         Management of technical service staff to SLA’s, inc Help Desk function. Some 3^rd Line Support.

§         Staff reviews/recruitment. Growth from 3 to 6 members of Support Team. Approx 500 end users.

§         Strategic reviews for Clients. Project Management for relocations/installations at Client sites.

§         Create/implement Policies & Procedures. Assist in gaining Microsoft Certified Partner status.

§         Assist in Contract reviews. Align Project Management to PRINCE2. Initiate altering Service Desk to ITIL.

§         Instigate WAN to Client sites for VPN connections, including hardware and design. 

 Working to complete several projects - already underway, to an IT Outsourcing company and BAU support. 

§         Negotiations with and overview of performance of outsource services provider to SLA’s. BAU support.

§         Review and report on systems & security (inc telephony) not covered by outsource agreement. 

 UK-wide relocation & XP Rollout Project of Gerrard’s 32 sites (1000+ users) following acquisition by [snip]. 

§         Desktop Support on Windows XP, Office XP and other desktop/laptop applications and printing issues. 

 Working as part of the ICT Team to supply BAU services for desktop, laptop, server and network. Originally a separate 50 user office in London (EC1) with one direct report, later a combined London (EC2) office. 

§         Replace W9X desktops with W2k then XP. Update versions of MS Office to suit.

§         Quintupled number of mobile/remote users, running over ASDL and dial-up services.

§         Document/create certain System Policies, Procedures and standards. Escalate calls as required.

§         Replace multiple PC/Mac OS’s and applications with similar versions (standardise).

§         Update Netware 3.11, 3.12 and 4.11 servers to Netware 5.1, eventually replace with W2k then 2003.

§         Build and administer UK wide WAN (from original LANs) using firewall-firewall VPNs over public Internet.

§         Initiated system support from remote locations (home offices) via ADSL using client-firewall VPN.

§         Completed three office relocations in London, including a “greenfield” site.

§         Created and maintained contract for all Microsoft applications saving over £50k per annum.

§         Ratified all McAfee licences Group wide into a single contract, returning a saving in cost and admin.

§         Reduced the number of vendors and 3^rd party support contracts and their fee’s, saving over £10k pa.

§         Budgetary Responsibility for ICT c£500k (ex wages). Approx 250 end users.

§         Project Managed successful installation of PolyCom Video Conferencing solution at four sites.

 Specifically to Project Manage the installation of a new UNIX based computer system to run all operations and WAN on the Australian Eastern seaboard, in addition to any BAU requirements.  

§         Project Manage successful commissioning of new UNIX based (ERP) system replacing all systems on Australian mainland. Included selection of vendor, hardware purchase, data migration and user training.

§         Project Manage installation of the Company’s first WAN, using leased circuits, to interconnect sites on the East Australian seaboard. Including new infrastructure as required. Approx 90 end users.

§         Test and make ready all systems for Year 2000. Replace where necessary.

§         Initiated project and managed the design, content and hosting of the first web site for the company. 

 My post was created to run the Department as a separate cost centre. Following a merger, I proved that internal mechanisms did not allow for this. The Engineering support function was eventually outsourced. 

§         Daily scheduling of 6 (field) Engineers, 2 (workshop) Technicians plus contractors Australia wide.

§         Budgetary Responsibility cA$550k. Approx 600 end users.

§         Resolve customer & staff issues, including call escalation. Installation and support functions.

§         Introduced statistical measures to assist quantifying work done by the Engineering department.  

 I was the first “IT” employee with BAU duties for LANs in Sydney, Melbourne, Brisbane, AKL, Lae and HKG, using SCO UNIX/System Manager/Netware, with over ten customised databases. I set up Netware sites at POM, Fremantle and Adelaide (March '95), then in LAX, Shanghai, Sydney and the first NT site in Sydney. 

§         Automate/standardise backups & most system tasks, re-write Netware menus, company wide.

§         Introduce email for selected staff and laptops for mobile users, including training.

§         Led team for design, layout, content and commissioning of the company’s first Web Site.

§         Introduction of MS Windows & MS Word for Windows to the Sydney office, and then other sites.

§         Led cross-departmental team on a major review of alternate ERP vendors.

§         Manage two staff and all external IT supplier/support contracts and purchases.

§         Direct Budgetary Responsibility cA$350k (ex wages). Approx 300 users.

§         Project Manage IT requirements for all office relocations, refurbishments and installations (12).

§         Team member for Quality Assurance committee for the successful accreditation to ISO 9002.

 I started at [snip] as a Technician supporting BAU activities for Mitchell’s Bass (event & entertainment ticketing) division, then Group Computer Services, Intelcom (communications) and finally Ticketek (re-branded Mitchell’s Bass). During this time I progressed to Senior Technical Officer position.  

§         Purchase/install of Wyse terminals and Boca ticket printers replacing units at all NSW ticketing agencies.

§         Support for all 60+ Bass agencies and technical support for other [snip] departments at Head Office. Training and instruction for Technical and other computer staff. Approx 220 end users.

§         Project Manage & assist in relocating Ticketek to Ground floor with servers/comms gear on 8^th.

§         BAU for Ticketek. Unix hosts, comms servers, stat mux’s, packet switching and modems. Replace analogue services with digital, implement scheduled preventative maintenance & staff training.

§         Created the only external support contracts for Intelcom, for equipment run by the other 3 ticket vendors in Sydney. Included writing the contract document and implementing it to all.

§         IT support for B.T.S., the Groups paging company. Complete system replacement of a custom micro computer, p.c.'s, terminals, line drivers, leased lines and software, etc.

§         Assist with the design, construction, test and commissioning of data & voice equipment for Inpho 00555, the first 0055 (Australian prime rate) provider, which started operations 31-7-88

§         BAU for Inpho 00555, including voice, data, hardware, repair, interaction with Telecom and suppliers.