Alanz Eyes

My Resume

March 4th, 2007 - Posted by Alan Howard

Since my career is focused in IT, and many IT professionals and hiring managers are on the internet looking for resumes, I decided that I'll put my resume onto this blog.

If you're looking for someone with the following skills and experience for roles that include Service Desk Team Leader, Customer Relationship Management, Service Delivery Management, or some combination of the above, then please contact me to discuss what you're offering.

 

Name: Alan Howard
Nationality: Australian
Location: Canberra, Australia

Profile

Results-oriented IT professional with over 10 years industry experience, with notable success in application and network support, along with solutions design and implementation, and service delivery management.

* Passionate about developing effective policies and procedures, along with documentation, to improve business objectives.

* Track record of increased responsibility with analysis and implementations, in order to bring about improved results.

* Proven experience with analysing and implementing improved service delivery solutions according to ITIL standards.

* Innovative approaches to problem solving, and managing out-of-the-box solutions that save time and money.

* Hands-on experience managing stakeholder expectations and delivering results that exceed expectations.

* Extensive experience in software/network/hardware support and customer service.

* Outstanding ability to learn and use new software and methodologies at an advanced level.

Recent Employment History

Business Analyst
Attorney General's Department, Canberra
April 2008 – Present

Contracted to engage in process analysis and improvement within the AGD help desk, in line with ITIL 'best practices' standards.  This requires gathering information of current processes from current staff and documentation, and then analysing the data to determine how the processes can be improved.  I am also responsible for determining Operational Level Agreements to assist the help desk in its engagements with other departments as they work together to provide solutions for the clients, and this involves liaising with stakeholders to determine what services and processes are being provided.  I also initiated a number of process improvements, including the creation of a Knowledge Base and Service Catalog.

Applications Support Officer
DEWR
July 2007 – December 2007

Contracted to provide 2nd level applications support for DEWR Contact Centre staff using infraEnterprise, an Incident Management System. I was responsible for investigating and troubleshooting faults and bugs with this application, and organising relevant departments to apply resolutions. In order to get up to speed, it was essential that I familiarise myself with all aspects of the product, which included incident / reporting / change / release / configuration management, and create extensive documentation to improve future support. I was also responsible for monitoring essential system applications using tools such as CCPulse, Sitescope, Topaz, and application servers, in order to ensure an active status was maintained.

IT Support Officer
Defence Science Technology Organisation (DSTO)
April 2007 – June 2007

Contracted to provide Sharepoint 2003/2007 setup and administration support, as well as desktop support, supporting staff with software and hardware issues on both Windows and Mac computers. Assisted in the administration of Windows Server 2003 and CISCO Networking environment. Setup and configured Sharepoint (MOSS) 2007 out-of-the-box to work across a small network. Configured and implemented a large scale Server UPS installation.

Technical Support Specialist
Gen-i, New Zealand
January 2006 – January 2007

With my passion for process analysis and improvement, I joined the Services Improvement team, responsible for analysing and improving processes within the Service Desk. I was also responsible for creating a Bird Flu Pandemic Plan, as part of Disaster Recovery Management. This was in accordance with government standards and regulations, and was also instrumental in ensuring customer satisfaction that we had an effective disaster recovery plan in place.
I assisted Telecom New Zealand set up a service desk for a new client of theirs, Westpac, which involved supporting staff of 8,000 around the country. I provided a foundation for setting up 'best practices' on the service desk according to ITIL standards. This involved understanding and bringing together the various departments responsible for providing various support services (such as the service desk, telephony, networking, etc), and managing the implementation of policies I created.

Service Delivery Manager
Gen-i, New Zealand
October 2005 – November 2006

One of my major passions has been understanding how things work and how to make them better. I can see 'the big picture' and when allowed, can create more efficient processes and procedures to improve the big picture. As a result of this, I saw that there were a number of Service Desk clients who had no Service Delivery Managers, because they weren't paying for that service as part of their contract. However, there was no one communicating with them as a result, and I quickly learned there was some dissatisfaction. With management's approval, I took on the role of Service Delivery Manager for these contracts, improving the level of service they were receiving, as well as improving their satisfaction and keep their business, which was very successful.

Systems / Sharepoint / VoIP Administrator
Gen-i, New Zealand
June 2005 – October 2006

I again moved internally in 2005 and began a primary role as Systems Administrator providing 2nd level support to Computerland itself (rather than its clients), and a secondary role as Sharepoint Administrator, continuing the training and administration.

VoIP Administrator

I quickly took on the extra role of VoIP Administrator, providing secondary support and administration for the primary VoIP technician. This involved setting up and administering user accounts for the internal VoIP network using Cisco Call Manager vers. 4.

Sharepoint 2003 Trainer
Gen-i, New Zealand
September 2004 – May 2005

In 2004 I moved internally to a new role as Sharepoint Trainer, creating a training program for 800 staff (17 branches around New Zealand) to understand and use the new Sharepoint 2003 intranet. I was recognised as having 'out of the box' thinking when I successfully implemented a training program utilising Sharepoint functionality, allowing all staff around the country to engage in self-paced training with the ability for me to monitor their progression. This saved many thousands of dollars, avoiding me traveling to each of the 17 branches.

Involved in the Sharepoint Development project, providing direct training to department heads and setting up their Team Sites. Once the Sharepoint intranet and training program went live, I was responsible for ongoing Sharepoint administration and training support, and setting up Team Sites where required.

Hepdesk Analyst / Senior Analyst
Computerland New Zealand
January 2000 – August 2004

In 2000 I was employed by Computerland NZ to act as Client Champion for one of their major clients, providing primary helpdesk support and client laison for the client's service desk needs as a 1st Level Helpdesk Analyst. Within a short space of time the number of clients I was responsible for increased, and I was made Senior Analyst providing 2nd level support.

1999-2000

Office Manager
ORAC Internet Canberra, Canberra

• Managed the running of ORAC Internet on a daily basis, 7 days a week. This involved experience with:

  Accounts administration, sales enquiries, telephone tech support for home users, customer relations (including conflict resolution, problem-solving and customer support), and team management of staff.

1998-2000

Owner/Partner
Strategos Network, Canberra

• In partnership with two others, Strategos Network provided graphic design, web design and marketing strategies to small businesses. I was responsible for the web design aspect of the business.

1997-1998

Tech Support / Web Design
ORAC Internet, Canberra

• Internet design and maintenance, telephone and on-site tech support for customers

1996-1997

Freelance Web Designer
Self Employed, Canberra

• Freelance web designing and webmaster for a number of local businesses.

NOTE: My IT career began in 1996. Prior to that were a number of roles in various fields and industries that are not related to the continuation of my IT career. However, a list of these previous experiences can be provided on request.

Employment Referees

These can also be provided on request.

Thank you.

Entry Filed under: My Life