Service and Delivery Quality and Take on Manager IT
November 2011 – Present
Articulate Business improvement opportunities through reviewing current processes, and analysing to provide the most feasible cost effective solution.
Identify and provide areas of improvement, through constant revision following current processes, ITIL methodology and best practices
Project management including stakeholder engagement, planning and benefit realisation
Staff rostering and performance management for 10 support Analysts
Perform and produce KPI Monthly reporting for National Business's Units.
Manage and monitor a 'structured' Project Methodology system.
Management of day-to-day functions of Service and Delivery ensuring all contracted
services are delivered.
Provide management, leadership, motivation and guidance to team members
Ownership and management of incidents and requests through to resolution
Actively review team performance and business service statistics, with a view to understand underlying drivers for service improvement opportunities
Engaged in Business requirements for project scoping and benefit analysis to determine the best course of action.
Manage a portfolio of Projects related to News Limited National deployments and local deployments.
Analyse project plans and provide corrective course of action where required.
Administrator for Asset Management Database - Undertake and initiate quarterly audits of all company assets
Establish and maintain detailed workflow procedures for the asset sourcing and allocation Process in line with national procurement workflow.
The development and deployment of a Project Management workflow (Web based) for Status reporting, Planning, deployment and time capture, currently being used by National Desktop team in News Limited to manage projects with ease.
Training staff on project management fundamentals, from initiation to finalisation (PMBOK process)
Redesigned the National Asset management and inventory process.
Client Services Level 2 Team Leader /Project Manager
The Herald and Weekly Times
June 2005 – November 2011
Co-coordinating and managing implementation migration and other IT business projects.
Planning, Developing, Updating and implementing: security polices, quality management procedures, change management documentation and workflow processes
Auditing current systems within the HWT /News Limited Business Units. Providing recommendations and risk management solutions.
Providing support for the Herald and Weekly Times Limited based businesses and clients.
Monitoring and maintaining production critical and non critical applications and systems.
Process, procedural and troubleshooting documentation (updating and creating)
Deployment of new hardware across the HWT/Leader business unit 2009 -2010 including development of BOE/SOE
Learning Seat Pty Ltd Melbourne Integration and relocation project end of 2007/2008. This project was presented with a minimal time requirement of two months.
The Federal Publishing Company Melbourne integration and relocation project 2007.
Hardware asset replacement project for Leader Newspapers remote sites 2007/2008.
Redesigning The Herald and weekly Times IT&T Security policies and procedures to reflect IT&T ISO Governance standards.
Planning, deploying and configuring new Canon MFD's (Multi Function Devices) across HWT Business. Incorporating the removal of old assets.
Planning a Quality Management System based on ISO 9000 Standards.
Developed process control and infrastructure documentation on various levels. This incorporated a procedure manual for troubleshooting key problematic areas. The documentation also included process flowcharts.
On the spot troubleshooting documentation for new problems that arise, this requires analysing processes.
Deployment of new hardware across the HWT business unit 2006
Senior Desktop Support Analyst - Project Manager
2004 – December 2010
As part of a National Team for News Limited the Desktop Support (End User workspace) provides 2nd and 3rd level customer incident and task resolution, a core discipline in this space revolves around small to corporate scale projects.
Service and Support Analyst - Project manager
The Herald and Weekly Times Limited
June 2004 – September 2009
Provide the best customer service and delivery and meet Project demands and deadlines
Senior Laboratory Technician
January 1999 – June 2004
Chemistry and Analytical Instrumentation
Microbiology (food and Water, media preparation)
Method Development and implementation
Staff Training, Advisor
Identification of foreign matter and customer complaint samples
HACCP and auditing, Designing Implementing and Maintaining Quality Control Documents using ISO9000 standards.
Sample allocation, and storage
Calibration of equipment and instruments
Allergen testing using systems such as ELISA and TEPNEL
IT maintenance, problem solving, Support.(Novell/Win XP/Server2003)
Planned Developed and Implemented a Quality management System
Developed, tested and implemented Allergen Testing systems for Australia using Tepnel plate identification methods, registered with Association of Public Analysts.
Planned, developed and implemented the IT infrastructure, systems and databases.
1990 – June 1994
As an Analytical Chemist many of my tasks included the below
•Wet Chemistry and Analytical Instrumentation
•Microbiology (food and Water, media preparation)
•Method Development and implementation
•Staff Training, Advisor
•Identification of foreign matter and customer complaint samples
•HACCP and auditing, Designing Implementing and Maintaining Quality Control Documents using ISO9000 standards.
•Sample allocation, and storage
•Calibration of equipment and instruments
•Allergen testing using systems such as ELISA and TEPNEL
•IT maintenance, problem solving, Support.(Novell/Win XP/Server2003)