Experience

Reporting

Over the course of my career I recognised reporting as an important activity in managing an IT, especially for Service Desk and Incident Management. It communicates the health of an IT, identifying areas for improvement. It provides support engineers with focus including their own performance against their peers, and how to improve. It helps to identify how many calls can be taken and incidents resolved by a competent engineer. It makes them aware that their efforts are assisting the IT and that their performance is being monitored.

Weekly Reports

For IT Service Management (ITSM) it’s important to record the number of calls to Service Desk and that all calls are converted into tickets (we often used Remedy). I always demanded 100% of calls to be converted into tickets. Tickets record faults for analysis, if the fault effects many users it is often a system fault. I always had a target for FTFR (First Time Fix Rate) where a fault is resolved immediately over the phone. We would measure each engineers’ rate and had a target rate of 90%. It was good to see the volume of calls drop as that indicates an improvement in the health of an IT. Weekly reports were primarily produced for the service desk team, engineers in the thick of the fight.

Monthly Reports

These reports were produced for the entire IT and corporate management detailing the overall health of the IT and areas for improvement. Monthly reports would list all of the services provided, the number of calls against each, the duration of faults and important multiple user faults.

IT Generalist

Employer: Self Employed
Duration: March 2011 – present
Location: Singapore

Position Description

Co-founder of The Metaphysics Alliance, a Singapore ACRA registered business, in part providing IT support and advice to customers and managing their technology presence by building, developing and maintaining their websites; developing and managing their online and social media channels; handling their e-commerce and online transactional platforms, and all aspects of customer and public communications including email/eDM delivery systems, as well as general IT support such as procurement and provisioning of IT solutions, and incident and problem management.

ITIL Consultant

Employer: CenITex
Type: Contract
Duration: October 2010 – February 2011
Location: Melbourne, Australia

Position Description

This was a short term government contract where I worked as a member of a project team to deploy ITIL aligned processes and tools (BMC Remedy). CenITex were centralising technology support for the whole of Victorian government (WoVG) to improve support while obtaining technology cost reduction through process standardisation, automation and economies of scale.

Responsibilities

  • Build team of 5 for on boarding new CenITex customers
  • Stakeholder engagement
  • Strategy and design presentations
  • Current state analysis
  • Develop roadmap for incident management process to achieve CMM Level 3

Head of Service Management

Employer: Barclays Capital
Designation: Vice President
Duration: September 2008 – September 2010
Location: Singapore

Position Description

IT Production Global Services is Barclays Capital’s 1st line IT support centre. Based in Singapore the group includes approximately 250 staff responsible for 1st line customer and infrastructure support teams including Service Desk, Wintel, Unix, Networks, Web, Messaging, Storage, Database and Operations. Within this group the Service Management team is responsible for common processes, tools, project management and reporting across all functions. The Service Management team seeks to apply industry best practice processes such as ITIL. Service Management is responsible for monitoring performance through reporting and working with teams to identify opportunities to manage and improve service. In this role I also managed the global Sourcing Operations (SOPS) team which is responsible for the administration of Purchase Orders and Contracts across the bank.

Responsibilities

  • Manage team of 19 staff including hiring, roles and responsibilities, appraisals, personal development plans, team building.
  • Operational and Management reporting. KPI definition and alignment across the group.
  • ITIL process management for Incident, Problem and Change.
  • Problem Management across the group. Proactive problem management through report analysis.
  • Tool development and administration for shared tools across the group– HPSC, GSP, SharePoint, bespoke reporting tools, self help tools and knowledge base. 
  • Project Management, centrally manage all projects across the group. Application of the Barclays Capital methodology to all project work to ensure quality and consistency. On average there are about 20 projects open at any time. 
  • Manage the processing of purchase order requests and contracts in SAP. Work with partners in the Sourcing and Finance teams to ensure effective processes and appropriate controls were in place for purchasing.

Head of Global Service Provisioning

Employer: Barclays Capital
Designation: Vice President
Duration: January 2007 – September 2008
Location: Singapore

Position Description

The Global Service Provisioning (GSP) system is a web based service request workflow tool used for requesting and delivering IT services to internal corporate customers. Services might include items such as application software, accounts and permissions, computer hardware, laptops, blackberries, server hardware etc. In this role I managed three teams:

  1. GSP Service Delivery Responsible for executing high volumes of global service requests, average of approximately 20,000 per month. This was a customer service focused team.
  2. GSP Service Management This team was responsible for the administration and management of the GSP system including the service catalogue, workflows and end-to-end service management of requests.
  3. Sourcing Operations (SOPS) The global administration of Purchase Orders and Contracts across the bank.

Responsibilities

  • Manage many staff over the duration of my employment including hiring, team structure, roles and responsibilities, shifts, appraisals, personal development plans, team building, productivity targets and performance reporting.
  • Management and administration of the GSP service catalogue and workflows.
  • Manage service delivery tasks, coordinate ad-hoc IT service requests, processing CAPEX requests.
  • KPI identification and reporting. 
  • End-to-end service management for service requests. Service reviews to identify and remove bottlenecks in order to reduce delivery times. Identify system development opportunities to improve the performance, usability and customer experience of GSP. Prioritise and schedule system changes.
  • Establish the GSP User Forum and arrange regular meetings to ensure services are aligned to business requirements.Run various forums with IT functions to address issues and continually improve the delivery of IT services.
  • Oversee the development and documentation of GSP team processes and procedures to ensure service quality and consistency. Ownership of the SharePoint document management system and knowledge base for the GSP services team and the Global Service Desk.

Manager IT

Employer: Barclays Capital
Designation: Manager
Duration: January 2003 – January 2007
Location: Singapore

Position Description

Manage desktop support functions based in Singapore including the APAC regional IT service desk, desktop service requests and 2nd line desktop support at the Atrium office in Singapore.

Responsibilities

  • Lead a team of 18 staff including staff hiring, team meetings, appraisals, training, mentoring.
  • Manage the Asia Pacific IT Service Desk providing 1st level telephone support to 4000 users across the region. The IT Service Desk was responsible for completing software installs requests regionally, and co-ordinating ad hoc service requests
  • Manage 2nd line desktop support for 1200 users at the banks Atrium office. 
  • Manage Desktop Service Delivery for 1500 users in Singapore including hardware deployments (PCs, Laptops. Blackberry Peripherals) and IMACS (Installs / Moves / Additions / Changes) for the desktop estate. 
  • Manage desktop procurement for Singapore. Define and manage procurement processes, vendor management and asset management. Ad hoc inventory reporting.
  • Oversee the development of support processes and standards for IT Support Services. Liaise with global desktop management to standardise process globally. Liaise with global infrastructure support teams for incident, problem, release, change management.
  • Strategic planning for desktop support services in the Asia Pacific region. Budgeting and managing spend for my area. Operational and Management reporting. Monitor performance against service level targets.

Infrastructure Consultant

Employer: Fujitsu Australia
Duration: February 2002 – January 2003
Location: Melbourne, Australia

Position Description

IT infrastructure and security project work. Participate in all phases of the project including design, implementation and project management. Customers were typically government organisations.

Responsibilities

  • Intrusion Detection System (IDS) Projects: Design and install Intrusion Detection System. Included network and host based intrusion detection using Network Flight Recorder, Cisco IDS and Tripwire. Status reporting to customer Security Working Groups. Project Management, System documentation and procedures.
  • Firewall Projects: Design, install and document Internet security and DMZ. Checkpoint Firewall 1, Cisco PIX, Bastion Host servers, MS Proxy server.
  • Server Hardening Project: Develop, test and establish standards and procedures for server hardening. Audit existing systems, implement standards. Review and establish system logging standards to enable audit trails.
  • Install, configure, commission Windows Servers NT/2000 according to site procedures. Monitor and problem solve servers. Server performance tuning, capacity planning. Manage Windows Domains including Development, Test and Production environments. Procedure automation, batch scripting, Server build procedures, documentation.
  • Install, configure Cisco routers and switches. Configure TCP/IP, DHCP, WINS, DNS and routing. 
  • Configure server hardware (IBM, Compaq, and DELL) RAID, memory, power supply, UPS, flash, rack and patch servers.
  • Netware 4.11 to Windows 2000 migration project – customer site audit, assist with Windows 2000 / XP high level design, produce detailed project plan for migration. 
  • Produce system documentation and management procedures. 
  • Project management and status reporting. 

Senior Systems Engineer

Employer: Compaq
Duration: April 2001 – January 2002
Location: Munich, Germany

Position Description

Compaq’s Munich office was the home of the EMEA (Europe, Middle East & Africa) Regional Monitoring Centre (RMC) responsible for monitoring and supporting more than 1000 servers. Perform 2nd/3rd level operation, monitoring, and trouble shooting of the server estate. Develop processes and escalation procedures for the RMC. Develop and deploy the Automated Notification System (ANS). The ANS was used to automatically SMS message support personnel in the event of critical business system failures.

Responsibilities

  • Install and configure BMC Patrol on EMEA servers. 
  • Install and configure SNMP on EMEA servers.
  • Install and configure Insight Manager on EMEA servers 
  • Model EMEA server objects in the Enterprise Management System (Spectrum). 
  • Troubleshoot server monitoring errors.
  • Plan and implement change requests. 
  • Develop NOC processes and procedures.
  • Respond to network problems, escalate and report problems according to site procedures.
  • Install configure Windows NT 4.0, Telalert, Commission Telalert paging server. 
  • Integrate Telalert paging server into existing notification system. Produce system documentation and procedures.

Manager IT Security

Employer: Star 21 Networks
Duration: October 2000 – April 2001
Location: Frankfurt, Germany

Position Description

Star 21 Networks were a German broadband network provider. My role as the IT security manager was to ensure effective IT security systems were implemented across networks and systems. We used the international standards BS7799 / ISO17799:2000 as a baseline for security standards.

Responsibilities

  • Identify IT assets, establish asset register.
  • Manage risk assessments for IT assets. Assist system owners in identifying controls to manage risks.
  • Work with system owners to ensure the implementation and maintenance of security controls.
  • IT Security auditing. 
  • Establishment of corporate IT security policies. Produce high level processes and procedures for security implementation across all IT assets.
  • Identify the IT security organisation, key personnel and responsibilities.
  • Integrate IT Security practices into other IT management functions, e.g., Change Management, Problem management, Escalation procedures.
  • Establish security Incident Response Procedures.
  • Project management and status reporting of IT security deployment.
  • Monitoring of new security risks, technological advancements and opportunities. 

Senior Systems Engineer

Employer: Spherion
Duration: May 1999 – October 2000
Location: Melbourne, Australia

Position Description

 I worked with the consultancy team on customer projects. I was a technical project resource responsible for the design of IT solutions, producing detailed project plans and project delivery. I also assisted with proposal writing and business development.

Responsibilities and Key Projects:

  • Employment Screening System Project: Design IT security architecture, DMZ. Install and configure two Compaq Proliant DL380 servers. Install and configure Checkpoint Firewall-1. Install and configure Internet Information Server (IIS). Install and configure Microsoft Certificate Server. Configure Oracle Application Server. Implement SSL 128 bit encryption. Implement server and client certificates. 
  • Install, configure Microsoft Windows NT 4.0 Servers, Domains.
  • Install, configure Microsoft Exchange 5.5 servers. 
  • Install, configure Microsoft proxy server 2.0. 
  • Implement and configure Intel Switch Stacks (510 & 520T, 550T/F). 
  • Configure TCP/IP, DHCP, WINS, DNS, Routing. 
  • Architecture design for Windows NT Domains. 
  • Disaster Recovery project, system audit, establishment and documentation of a DRP.
  • Oracle 8.0.5.1.1 Database Administration. 
  • Document and configure firewall security (Cisco PIX). 
  • Install, configure Microsoft SQL Server 6.5, migrate data, optimise and replicate. 
  • Implement backup strategies using ARCServIT. 
  • Implement virus strategies using InoculateIT. 

Systems Engineer

Employer: Manningham City Council
Duration: April 1995 – May 1999
Location: Melbourne, Australia

Position Description

Network and system administration for an organisation of 250 users. Work in a team of 5 support staff across all IT systems and provide desktop support to end users. I was also responsible for several projects, highlights include the installation of the Invircible Anti-virus system, and the establishment of a Standard Operating Environment.

Responsibilities

  • Installation, configuration of NetWare 4.11 and Windows NT 4.0 servers. 
  • Installation, configuration of Workstation (Windows 95, NT, 3.11). 
  • Installation, configuration Lotus Notes, Domino server. 
  • Installation, configuration Microsoft Office. 
  • Installation, configuration Microsoft IIS server. 
  • HPUX administration.
  • Desktop support. 
  • Hardware installation, maintenance and problem solving including servers, workstations, printers, NICs, jet direct cards, hubs, switches, hard drives, memory, modems, notebooks. 
  • Develop and maintain site documentation, problem records and change management. 
  • Protocol configuration and management, TCP / IP, IPX / SPX.