My Resume
Since my career is focused in IT, and many IT professionals and hiring managers are on the internet looking for CVs, I decided that I’ll put my CV onto this blog.
If you’re looking for someone with the following skills and experience for roles that include Service Desk Manager, Business Analyst, Helpdesk consultant for setups and implementations of new help desks, social media consultation, or any combination of the above, then please contact me to discuss what you’re looking for.
Name: Alan Howard
Nationality: Australian
Location: Canberra, Australia
Summary
Having been in the IT industry since 1996, I have extensive experience in IT operations and management, business analysis, website design, community management, and social media. I’m passionate about helping businesses improve their practices in order to achieve better results and improved business objectives.
My current role as a Service Desk Manager has allowed me to manage and support the client’s service desk operations and service improvement during a period of extensive change. I was instrumental in analysing workplace practices and providing documentation and improve processes and workflows to ITIL standards. I was also responsible for the successful management of the service desk staff and its objectives of IT support and communications.
As a Business Analyst, I have strong skills in stakeholder liaison, documentation, prioritisation and time management. Being ITIL-qualified as well allows me to assist service delivery operations in accordance with international standards of process improvement within IT service operations and delivery environments.
Social media integration with business is another of my passions. I assist business owners with their website and internet strategies to take advantage of the leverage of social media for their promotional and marketing strategies through tools like Twitter, Facebook, YouTube, managing communities, etc.
Specialties
Service desk management and operations, service delivery management, business and process analysis, business applications of social media, blogging, writing, social network management, community management.
Recent Employment History
Service Desk Manager
Australian Communications & Media Authority (ACMA), Canberra
November 2008 – Present ( 6 months)
Managed 1st and 2nd level service desk staff including availability, training, workplace practices, and reporting; implemented ITIL processes and workflows that resulted in improved quality of service; documented Service Manual and Service Catalog; created Operational Level Agreements (OLAs) throughout supporting business units.
Business Analyst
Attorney General’s Department, Canberra
April 2008 – September 2008
Was responsible for the implementation of ITIL process improvements to improve service desk objectives; setup and implemented 2nd level support structure to improve 1st level availability; documented Service Manual and Service Catalog; created Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
Applications Support Officer
Department of Employment and Workplace Relations (DEWR), Canberra
July 2007 – December 2007
Responsible for 2nd level support of infraEnterprise (Infra), an ITIL Incident Management system; resolved and documented faults, bugs and troubleshooting procedures; monitored essential system applications using network and server monitoring tools
IT Support Officer
Defence Science Technology Organisation (DSTO), Canberra
April 2007 – June 2007
Provided desktop and telephone support for Windows and Mac computers; setup and provided administration support for Sharepoint 2003 / 2007; assisted with administration of Windows Server 2003 and Cisco Networking environment
Technical Support Specialist
Gen-i, New Zealand
January 2006 – January 2007
Involved in analysis and improvement of service desk processes; created a Bird Flu Pandemic Plan as part of the Disaster Recovery Management (DRM) process, in line with NZ government standards and regulations; assisted Telecom New Zealand in creating and implementing service desk operations for Westpac, supporting 8,000 users around the country, including being responsible for setting up ITIL ‘best practices’ for all supporting business units
Service Delivery Manager
Gen-i, New Zealand
October 2005 – November 2006
Managed the improvement of IT services, processes and communication methods, resulting in increased client satisfaction for a number of clients.
Systems / Sharepoint / VoIP Administrator
Gen-i, New Zealand
June 2005 – October 2006
VoIP Administrator
Provided secondary support and administration for the primary VoIP technician, using Cisco Call Manager vs. 4 for setting up and administering user accounts.
Systems Administrator / SharePoint Administrator
Provided 2nd level support to internal Computerland staff and the service desk; provided SharePoint 2003 administration and training.
Sharepoint 2003 Trainer
Gen-i, New Zealand
September 2004 – May 2005
Directly responsible for creating a web-based, self-paced training program using Microsoft FrontPage and SharePoint 2003 to train 800 staff across the Enterprise environment (17 branches around the country). This saved the company many thousands of dollars by avoiding travel and accommodation costs, as their original intention was fly me around the country doing PowerPoint presentations.
The training program included general user training and higher-level Administration training. I was also responsible for assisting departments in setting up Team Sites and providing relevant support and training.
Hepdesk Analyst / Senior Analyst
Computerland New Zealand
January 2000 – August 2004
Provided 1st and 2nd level telephone support for software and hardware issues; acted as Client Champion for a number of clients, being responsible for client liaison and primary escalation point.
NOTE: My IT career began in 1996, but I have chosen to only show the past 9 years worth of roles and responsibilities, as these are most relevant to where I’m at today.
Employment Referees
These can be provided on request.
Thank you.
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