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Rusty James
Email: Rusty@Rustys.com.au
Mobile: 0439 870 830
Summary
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I am a highly experienced and qualified Manager with exceptional organisational people skills. Excellent ability to refine and improve processes to achieve increased productivity and highly focused on customer satisfaction through delivery.
Maintaining a relationship between the client and delivery team to achieve client satisfaction. Utilising the ITIL framework to achieve success. Being the central point of contact for the client, 24x7 for any major incidents and engaging the delivery teams to correct the incident.
As a Manager, I investigated the client’s environment, to make sure that the platforms meet or exceed the Service Level Agreements (SLA) for each client application. This involved, looking at each applications environment and, if the applications environment (Server/s or application back-end) was not able to meet to SLA, implement the technology required to sustain the application as requested by the client. This required the delivery teams to prepare documentation of the proposal for upgrade of the environment. Once approved by the client, delivery team would upgrade the environment.
Education
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1991 – Top Secret Clearance – (Royal Australian Navy)
1997 - MCP - NT4
1997 - Completed MCSE - NT4
2001 - Completed MCSE – 2000
2002 - ITIL Foundations Certificate
2002 - Management training
2003 - Kepner Tregoe
Technical Skills
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• Hardware
PC, Macintosh, Printers, Scanners, Touch screens, Modems, Network Cards, Network Cabling
• Networks
Novell 3.1, WinNT 4.0, Win95 Peer-to-Peer, Win3.11 Peer-to-Peer, SQL Server, IIS, Exchange Server
• Operating Systems
Novell 3.1, Win3.11, Win95, WinNT, Win2000, WinXP, WinVista, Win2003
• General
MS Office, Spreadsheets
Skills
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• Managing and growing a business in a highly competitive market
• Project management of enterprise installations
• Developing excellent business relationships with client organisations
• Excellent communication, negotiation and influencing skills
• Ability to motivate and inspire support teams to achieve any given target
• Extensive services management with national and multi-national environments
• Maintaining a high level of focus to resolve problems
• Problem solving and managing pressure situations
• Service management and operations documentation through principles of ITIL
• Prioritisation of criticalities, around SLA’s, internal and external vendors
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Mar 2008 – 26 Dec 2008 Commander Australia LTD Service Delivery Manager
(Clients: BT Financial, Mirvac, Medina/Toga and Konica Minolta)
Responsible for the successful delivery of services provided to nominated customers under Commanders Managed services agreements.
This role includes day-to-day operational management of end-to-end Service Delivery to ensure achievement of Service Level Agreements, resolution of issues impacting individual and overall team performance and customer satisfaction.
Out of the four clients managed, three were for a Managed Print Solution, and the forth (Konica Minolta) was a full Managed Service.
Responsibilities
• Ensure Commander meets and exceeds its obligations in service delivery with respect to all Service Level Requirements (SLR’s)
• Ensure Commander continues to deliver all required services under the outsourcing agreement to the highest quality
• Work with the Client’s representatives to ensure the required services continue to support the Client’s business needs
• Provide recommendations for new services and / or changes to existing services, which could benefit the Client in achievement of their business objectives
• Coordinate all activities on behalf of Commander ensuring a seamless single point of contact for all Commander services
• Ensure all processes and procedures are kept up-to-date and accurately reflect Customer environments and requirements
• Liaise with all internal service delivery teams to ensure consistent high level of service
• Ensure the Client is notified as soon as possible of any possible disruption to services provided by Commander under the outsourcing agreement
• Assist with the management of the P&L for the outsourcing agreement and seek to overachieve KPI’s in regards to profitability without impacting other SLR’s
• Manage and drive all Commander services through adoption and implementation of ITIL processes and procedures
• Minimise risk to both Commander and the client
• Assist the Client’s execution of their IT strategy through the selling of the Commander lines of business
• Assist the Client’s IT executives and other senior Management as appropriate in their planning activities as required
• Provide assistance to the Client in researching new and / or emerging technologies to ascertain their potential benefits to the Client
• Coordinate with the Client regarding the holding of Steering Committee Meetings, and participate in the meetings as required
• Provide technical assistance/guidance to colleagues when requested
• Set clear expectations and manage accordingly
• Work effectively and harmoniously in a team environment
• Develop and maintain technical and personal development plans
• Maintain personal marketability, technically and professionally
• Participate in performance appraisal reviews
• Maintain personal Skills Matrix and Personal Profile document
Achievements
• Reduced downtime for Managed Print clients by having “On-Site” toner buffer stock
• Created, populated and distributed monthly reports to the clients, regarding print management and workflow
• Directed support staff to upgrade HP WebJet Admin to assist in correct alerting and reporting figures
• Project Managed the upgrade of the SAP environment and the rollout of new laptops to remote technicians at Konica Minolta
• Identify opportunities for growth within the Konica Minolta environment and the contract
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Jul 2003 – Aug 2007 EDS Australia Service Delivery Manager
(Client: ABN AMRO and Caltex)
Ensuring consistent excellence in delivery of services to the out-sourced clients. Achieved through working with and between ABN AMRO and Caltex and EDS technical teams within the delivery organization. Proactive monitoring tools were required to facilitate better response times to the client.
Responsibilities
• Act as the interface between the Delivery teams and the CDE
• Review and approve any Change Management records impacting, or with potential to impact, the client.
• Monthly reporting to the client is based upon the metrics provided by the Service Level Reporting group
• Management of support staff of up to 90 in Australia and up to 30 overseas.
• SLA management
• Provide Weekly and Monthly reports to the Client
• Create and define the KPE (Key Production Environment) database
• Act as interface between Service Provider Groups (SPG’s) and the Client
• Follow escalation procedures for all faults
• Perform negotiation with Vendors to adopt best price policy
• Motivate Delivery Teams to reach for excellence
• Managing hardware refresh rollouts
• Interface between Service Provider Groups (Approx 95 staff, Networks (data & Voice), Market Data, Server and Desktop development and support, Field support, Security, Application development and support, DBA’s, Midrange, support teams) and the Client including mentoring staff to achieve they very best, while thinking outside the square
• Follow escalation procedures for all faults and incident management
• Perform negotiation with vendors to adopt best price policy
• Worked closely with “Follow the sun” helpdesk teams to achieve excellence
• Project management of projects within the ABN AMRO environment. Which included working with Project Managers to relocate to ABN AMRO DR Site
Achievements
• Successfully design, developed and implemented the KPE (Key Production Environment) database, which resulted in reduced outages (from approximately 5 per week to 3 per month) and subsequent improved cost savings for the Investment bank of ABN AMRO
• Implement remote monitoring to client servers
• Produced a leveraged environment with the Caltex account
• Trouble shoot high impact outages to a successful repair
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Mar 2002 – Jul 2003 EDS Australia Team Leader, Network Systems Management
(Client: Caltex, AAPT and Integral Energy)
Team Leader of three new accounts to the NSM environment. This included AAPT, Caltex and Integral Energy. Also assist the NSM Team Leader on the CBA account.
Responsibilities
• Manage 38 team members on three different accounts
• Ensure team delivers to SLA’s for all services provided on the following platforms Wintel server (NT, win2000, Novell) and desktop support to multiple accounts including AAPT, Integral Energy, Caltex and occasionally Commonwealth Bank of Australia. In excess of 25,000 servers across multiple accounts were managed
• Ensure proactive support and risk mitigation for these systems and servers, QA and Security compliance
• Organise transition of four accounts into a leveraged environment
• Follow the ITIL processes
• Mentor team members with technician issues
Achievements
• Implement remote monitoring to Caltex Servers
• Project planning and implementation within NSM team
• Produce a fully leveraged environment Caltex and Integral Energy
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Mar 2001 – Mar 2002 EDS Australia Infrastructure Analyst/Engineer (Client: Commonwealth Bank of Australia)
Windows support technician, supporting the CBA back office environments. Ensuring SLA’s were being achieved and team members assisted when required.
Responsibilities
• Monitor (BMC Patrol) and maintain server backups (ArcServe 6.5 and ArcServe 2000). Organise transition of three accounts into a leveraged environment
• Design, create, publish and maintain the teams intranet site
• Mentor and train NSM personal
• Order hardware and software
• 2nd Level Support of Windows NT4 servers. Approx 3500 servers
Achievements
• Transition Colonial Bank Back Office Servers into CBA environment
• Complete and follow the ITIL course
• Ability to anticipate, understand and prioritise customers’ needs to provide customer care and create mutual benefit
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Jul 1999 – Feb 2001 ATN Channel 7 Support and Network Technician
Responsibilities
• Design and install LAN for Administration and Production
• Organize the purchase or lease of equipment
• Organize outsource for Proxy/Firewall and RAS
• Create SOE design.
• Installation and Support of Microsoft NT4 and 2000 Servers, and SOE desktops
• Install PDC Server, Microsoft Exchange 5.5 Server with Outlook Web Access, SQL
• Server for the use of Technology One/Finance One software and a File Server
• Install and maintain Norton’s Anti-Virus Server, Exchange Server
• Install Backup Exec with a Dell Autoloader
• Organize domain name and MX records
• Backups and restores via NT4 Backup Exec
• Documentation of all systems and software
• Helpdesk calls over the phone or in person
Achievements
• Successfully design, purchase, develop, implement, support and remote Television Production office
• Effectively produced support Intranet website for support documentation
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Apr 1996 – Jul 1999 Sydney Adventist Hospital Information Systems Support Technician
Responsibilities
• Installation and service of 50 Microsoft NT4 Servers and 400 Windows NT4 Workstations
• Build Servers and Pentium Workstations
• Maintenance of three Novell 4.0 servers and users
• Good knowledge of Microsoft Office 95 and 97
• Exchange 5.5 Server and Clients Outlook 97 and 98
• Design, Create and maintain 2 Access 97 databases for the Helpdesk and the Security Department
• Backups NT4 Backup Exec
• Work with interfaces from NT4 to AS400
• Maintain AS400 print writers and their queues
• Install and set-up Client Access AS400 on NT4 workstations for TCP/IP and Router protocols
• Backup AS400 to DAT tapes
• Telephone and PABX Maintenance
• Purchase Mobile phones for Hospital Staff. (Doctors and Execs)
Achievements
• Successfully design, develop and implement a helpdesk database and knowledge base for support staff
• Introduced a security log database for the Hospitals Security department
Employment prior to 1997:
Previous employment included:
• Royal Australian Navy (Electronic Communication Technician)
• Door-to-Door Salesman
• Apprentice Cabinet Maker
• Brickies Labourer
• Pre-apprentice Panel Beater/Spray Painter
Hobbies and Interests
• Restoration of a 1984 Corvette
• Travelling with my family
• Gardening/Home Maintenance
• Assisting friends with computer issues
Referees
Available on Request
Place your full resume or CV here.
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