Phone: 0437 809975
Email: [email protected]
LinkedIn: au.linkedin.com/in/smalemichael
CAREER SUMMARY
An ITIL Certified Information Technology Services Manager with nearly thirty years of experience in the management and delivery of technical services. Have led teams of up to twenty-five to build and maintain strong customer relationships. Strong focus on implementing and leveraging Configuration Management Systems and other data stores to better manage and report information leading to the continual improvement of services.
Key Strengths
- Ability to gain the confidence and support of staff members.
- Experienced in the delivery of quality assured ITIL based services to government clients.
- Production and understanding of Project Definitions / Statements of Work in the planning and delivery of IT Infrastructure Projects.
- Skills service asset and configuration management, resource management, finance and billing operations, and commercial and contracts management.
- Understanding of electronics, server and disk hardware, operating systems, middleware and database support as well as bespoke application deployment.
- Advanced skills in the use of Microsoft Excel and to manipulate and report on information leading to business improvement.
- AGSVA NV1 Security Clearance.
PROFESSIONAL EXPERIENCE
Leidos: October 2019 – July 2020
Transition Planning and Support Team Lead
To govern as well as execute the process of planning and coordinating resources to deploy new or changed services (major releases) within predicted time and quality estimates. Key aspects of this role include the liaison between Project Management, Service Design, and Service Operations staff along with Business and Technical support teams to allow for a smooth transition into Baseline support.
Leidos / Lockheed Martin: May 2016 – October 2019
Problem Manager
To govern as well as execute the process of managing the life cycle of Problems through Root Cause Analysis to the completion of associated corrective action tasks. Part of this responsibility is to proactively manage Defects that have potential to impact across the Department as well as to work closely with the Change Management team to ensure Changes have been raised to resolve Problems and Known Errors and that the impacts of these Changes are fully understood. Collaboration with Event Managers and other support teams provides key information for the undertaking of Proactive Problem Management.
Key Achievements
- Implemented a pathway and improved reporting to highlight and manage residual Risks to business outcomes which arose from Problem Management investigations.
- Undertook the role of the Service Operations Service Delivery Manager (my direct manager) for three months during a period of staff turnover.
- Facilitated an improved open and communicative relationship with the Problem Management team including members from the ATO and Other Service Providers (OSPs).
- Utilised technical knowledge to better understand and guide Problem investigations.
CSC Australia (Now DXC): October 2014 – September 2015
Workforce / Resource Manager
Responsible for the collection, collation, management and reporting of the human resources required to complete project and bid activities. The main purpose of his role was to provide liaison between the Sales teams and those internal groups providing the services to CSC customers to ensure the timely provision of skilled resources where they were needed.
Key Achievements
- Implemented a system to provide for the ongoing audit and comparison of sales and demand information to identify changes, additions, and removals of forecast data.
- Maintained a high level of communication within the sales and other business groups to better understand pipeline opportunities so that resource requirements could be documented, tracked and fulfilled.
CSC Australia: April 2012 – October 2015
Delivery Manager
Responsible for overall delivery of IT services provided by CSC to key Government clients comprising the Department of Immigration and Border Protection (DIBP), the Australian Electoral Commission (AEC) and Intellectual Property Australia (IP Australia). The role involved liaison with the CSC and customer technical teams, project management staff as well as finance and contracts to deliver effective IT services.
Key Achievements
- Championed efforts to reduce detriments to business outcomes by leading team-based Risk Management workshops. These workshops identified and rated the key risks agreed by DIBP and CSC as a starting point for future measures to mitigate and manage targeted items.
- Conducted Operational Readiness Review (ORR) for transition into DIBP Mainframe Service support contract including the implementation of revised Service Level (SLA) reporting. This included negotiated the DIBP Performance Scorecard to document the expected Key Performance Indicators overarching the prescribed SLAs.
- Managed effective novation of CSC supported software licences to DIBP during the transition out of the Midrange environment at the end of contract.
- Managed Configuration and Asset Management teams to improve the quality and usefulness of the information contained in the Configuration Management System.
CSC Australia: April 2011 – April 2012
Solution Designer
Responsible for identifying and evaluating the materials and costs associated with changes infrastructure, software and system support requirements. This role often involved researching previous purchase information from sources such as asset registers and CMS’ to determine un-amortised costs as well as hardware and software licence and support agreements. The information was then used to complete Project Definitions, Statements of Work and other documentation types.
Key Achievements
- Wrote Ongoing Leasing and Support (OLS) documents to detail complex hardware and software changes as part of DIBP’s data centre relocation.
- Effected quality improvements to CMS and software asset management processes saving DIBP costs in software maintenance renewals.
- Participated in many workshops with DIBP as part of implementing new solution utilising a broad based and well-developed skill set.
CSC Australia: Jan 2001 – Sep 2007 / Jan 2010 – Apr 2011
Team Leader Midrange Unix Systems
Employed as Team Leader of a group of Systems Administrators primarily tasked with providing 24-hour support to CSC’s key Government clients the Department of Immigration and Border Protection (DIBP) and the Australian Electoral Commission (AEC). The role involved not only managing the technical aspects of maintaining a server fleet but also career managing up to twenty staff, the purchasing and recording of hardware and software assets as well as ongoing billing and customer relationship management.
Key Achievements
- Built the MIS (Management Information System) as a CMS to store and manage Service Assets, maintenance and software licences as well as provide data extracts for monthly billing and Service Level reporting.
- Worked with project managers to effect DIBP’s migration to Canberra Data Centres (CDC). This involved the migration of over 100 Logical Partitions to IBM’s P7 and HDS SAN hardware as well as the transfer of as many Solaris hosts to new or re-purposed hardware between three data centres.
- Implemented improved processes, documentation, and knowledge management over the term to reduce the number of incidents and reduce exposure to SLA breaches.
CSC Australia: October 2009 – December 2009
Business Analyst
Undertook the role of Business Analyst to document the internal support responsibilities of one of CSC’s early Cloud service offerings.
Key Achievements
- Completed Responsibility Assignment documentation ahead of other project deliverables while creating collateral to be used in conjunction with sales activities.
CSC Australia: September 2007 – October 2009
Applications Environment Support (AES) Lead
Employed as Team Leader of a group of Analyst Programmers responsible for the 24-hour support and maintenance of DIBP’s ‘Systems for People’ application stack comprised primarily of IBM’s Websphere and DB2 products. Responsible for managing the deployment of DIBP’s bespoke code into the Agency’s nine different environments.
Key Achievements
- Maintained a blue band of performance against service levels performing well above expected SLAs.
- Effectively managed the career development of the Application Support team members under the Global High Performance Application Team (GHPAT) methodology.
CSC Australia: August 1999 – January 2001
Systems Administrator – Midrange Systems / UNIX
Provided 24-hour telephone support for the then Department of Immigration and Multicultural and Indigenous Affairs’ (DIMIA) IRIS system as part of the Cluster 3 Midrange team.
Department of Defence: January 1997 – August 1999
System Administration/Support (RAAF)
Employed in the RAAF Personnel and Manpower Information Management (PMIM) Section in the role of computer support. Duties included Unix System Administration for servers hosting both the AFPEMS DBMS (CA-Ingres) and the RAPIDS Image Management System (FileNet IMS).
PROFESSIONAL DEVELOPMENT, TRAINING & EDUCATION
- AgilePM Foundation / Practitioner
- Kepner-Tregoe Resolve
- ITIL Foundation Certificate V3
- Counsellor Salesperson
- Capable Change Leader
- Bachelor of Information Technology (Minor in Electronics)
REFEREES
- Referees are available upon request