PROFILE

• A highly experienced and practical Windows Systems Engineer paired with IT Operational Management for large scale IT environments delivering support for excess of 10,000 Business Servers.
• Ability for acute focus on both technical aspects as well as business requirements and cost constraints.
• With 15 years of IT experience, 8 years of Virtualization/VMware and 2 years Operational and People Management.

CAREER HISTORY

• Summary: Managing a diverse Windows Support Team located within Australia and India to deliver service and support to the National Australia Bank.
• Ensuring delivery of 99.98 for service and availability, of 10,000 Windows and ESX Servers Australia Wide.
• Key focus is on Service Level Agreements SLA's to ensure delivery of service and cost viability by a means of offshoring.
• As part of National Australia Bank's transformation, key deliverables are offshoring 90 of Wintel Support SME's to IBM Global Services India for on-going technical support and management of the Account.
• Achievements:
• On-boarding and Training Global Delivery GD resources in India 50 Engineers for support and management of the National Australia Bank Account.
• Spending 5 weeks in Delhi, India conducting Knowledge Transfer KT to Technical SME's on High Incident Management, Change Management and Disaster Recovery.
• Successfully transitioning Wintel On call support to offshore resources.
• Achieving the highest SLA's to date for Wintel Support Team with Incident Management.
• Achieving the highest SLA's to date for Wintel Support Team with Problem Management.
• Managing an internal BAU Project to uplift VMware infrastructure to ESX 5.0 Update 3
• Managing successful rollout of Tivoli Enterprise Manager TEM
• Reduced Incident Count via Incident Analysis to remove duplication and resolve previously un- identified issues Monthly reduction of over 300 Incidents.
• Streamlined Ticket handling processes to achieve 40 reduction in ticket numbers, whilst ensuring sustained incident numbers across multiple support queues.

Accountabilities:

• Ensuring delivery of service for approximately 10,000 Windows Servers across Australia.
• Managing a Team of 20 Australian SME's and 50 Indian SME's.
• High Level of Customer engagement with National Australia Bank
• Service Level Agreement's for Incident, Change and Problem Management.
• Reporting to Account Executives on SLA's and Service Deliverables
• Resource Allocation for Project initiatives and business priorities
• Server Security and compliance.
• Managing the ESX 3.5 4.0 5.0 VMware environments
• Management of the Development, Test and Production Forests/Environments
• Delivery and Documentation of the Windows Disaster Recovery Environment
• Delivering Patch Management across National Australia Bank

Confidential

• Summary: IBM is a global technology provider employing 400,000 employees worldwide
• National Australia Bank NAB has outsourced all components of IT Service Delivery to IBM Global Services to support, manage and operate.
• IBM provides technical service and account management for NAB to uplift and support an antiquated and extensively aged server hardware and technology fleet.

Achievements:

• Automating reporting, providing key information for VMware environment.
• Automating, via scripts, the data collection for the capacity report.
• Virtualising 1000 servers to reduce carbon footprint and power consumption in National Australia Bank Datacentres.
• Implement VMware Capacity Planner to reduce excess disk and hardware allocations on server fleet to deliver cost savings.

Accountabilities:

• Supporting 10,000 servers across Hosting and Workplace services. Included is the support of approximately 900 National Australia Bank Branches across Australia
• Daily Health Checks of Development, Test and Production environments.
• Lead SME for the management of the VMware/ESX environment
• Lead SME for Problem Record Investigation and Analysis.
• Lead SME for bi-annual Disaster Recovery simulations
• Technical Lead on Tech Bridges and Customer Meetings for Major Incident Management and Root Cause Investigations.
• Server Patch Management via SCCM, SMS, WSUS and Novell Patchlink.
• On call Support for Wintel Team

Confidential

Summary: NAB has a significant investment in VMware and virtualization. Over the past 4 years, there has been a significant reduction of physical servers with both P2V and the policy of VM first for any new server requests.

Achievements:

• VMware infrastructure upgraded from ESX3.5/VC2.5 Update 4 to vSphere 4 Update 1
• VMware view upgraded from VDI 2 to View 4 Update 1
• Implemented VMware Site Recovery Manager into our DR process
• Proof of concept with MS clustering with Windows 2008
• Proof of concept with MS SQL 2008 in a VM environment
• Proof of concept with using RDM disks with VMware SRM
• Creation of an automated build script for ESX Hosts for version 3.5/4.0
• Implementation of PowerShell/PowerCLI scripts for monitoring VMware environment
• Server hardware managed by IBM Systems Director 6.1
• Implemented Novell Patchlink for server patch management Aviva/MLC
• Implemented Microsoft Deployment Toolkit for automated server/desktop imaging and provisioning.

Accountabilities:

• Primary support for the management of the VMware environment
• Third level support for Windows Server Administration
• Managing DR process for Windows VMware environment
• Generation of Windows, Server Hardware VMware component of the Capacity Report
• Proof of concept, design and implementation of new and divergent technology.

Confidential

• Summary: Knox City Council is a local city council in the outer eastern suburbs of Melbourne, Australia.
• Local Councils provide services to the local community to ensure the health and well-being of the local residents and visitors to the municipality.
• Achievements:
• Successful Migration of NT4 to Windows 2003 Active Directory.
• Rollout of new Standard Operating Environment SOE Windows XP, replacing all machines previously running Windows 95.
• Implementation of Microsoft Systems Management Server 2003.
• Lotus Notes 6 to Microsoft Exchange 2003 Migration.
• Implementation of a Managed Environment by locked down GPO's.
• Security audit and lockdown of all corporate servers.

Accountabilities:

• Network Administration
• Security management, auditing, virus protection
• Remote access
• Disaster Recovery
• Network design and implementation

Confidential

Summary: Centari Systems is a Technology Services Provider delivering support, project services and technical account management for its customers.

Accountabilities:

• Windows Field Engineer
• Network management
• Email administration
• Creation of Standard Operating Environments SOE's
• Internet administration Web Servers, firewall proxy server