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ANDREW HEATON1/30 Docker Street, Elwood Victoria 3053 ∙ [email protected] ∙ 0424 411 359
Andrew is an experienced IT professional, who has extensive experience in managing teams to deliver high quality End User Computing services in corporate environments.
Leveraging Andrew’s strong ITIL background he has successfully implemented process and service improvements across Australia Post’s End User Computing environment.
With Andrew’s broad technical knowledge combined with his calm demeanor, he has an exceptional ability to build trust with his teams and stakeholders ensuring he always delivers the best outcomes.
Oct 2015 – April 2016 AUSTRALIA POST Service Delivery Manager
Position details:
Manage all aspects of Executive Support services into Australia Post by a major IT Service provider.
Responsibilities:
Take ownership and proactive management of issues relating to supplier delivery
services, ensuring these are effectively tracked and communicated.
Ensure that all services are maintained to the standard as set out in SLAs.
Routinely survey the customer to measure satisfaction with the services.
Build positive and influential relationships between the supplier and Australia
Post to demonstrate effective collaboration and teamwork.
Ensure all issues are managed to resolution
Act as an escalation point for the business.
Achievements:
Successfully transitioned executive support services to Major IT services
provider, covering all aspects across People, Process and Technology.
Developed and implemented mobility recovery and risk plan, providing a
contingency plan for Senior Management whilst travelling.
Managed the implementation of an online Executive Service catalogue.
Improving the efficiency in the request fulfillment process, and providing
standardisation across Executive Services catalogued items.
Andrew Heaton ∙ [email protected] ∙ 0424 411 359
PROFESSIONAL SUMMARY
EXPERIENCE
1
May 2013 – Oct 2015 AUSTRALIA POSTExecutive Services Team Lead
Position details:
Responsible for the day to day functioning of the Executive Support Service team which provides a specialised service to the Australia Post Board, CEO and EGM level for all their IT and digital requirements.
Responsibilities:
Provide 24/7 subject matter expert support, training, and provisioning across all
corporate business tools, applications, SOEs, Australia Post resources, home
and office hardware and network configurations.
Develop strong relationships with internal stakeholders including various IT
infrastructure managers and their teams.
Liaising with external vendors including Telstra, ICSA Board Pad, MSC Mobility
and Microsoft.
Advise and support emerging technology projects during the planning, design
and implementation phase considered for senior management.
Compile and manage Executive Services monthly dashboard reports for EUC
leadership team.
Member of the End User Computing (EUC) leadership team. Responsible for
operational performance and improvement across all End User environments.
Second in charge to Victorian CBD and field End User Computing Manager,
managing 16 staff members.
Achievements:
Member of the leadership team that provided workforce change support for 80
staff, assisting with delivery of key messages and providing guidance, advice and
support to staff facing change.
Managed a successful technology uplift project for the CEO and EGMs offering
them a simpler, more intuitive way of working through improved technology tools
including Windows 8.1, Office 2013, Internet Explorer 11 and hardware
upgrades.
Took ownership of a successful roll out project of Microsoft Lync to 60 senior
staff nationally across multiple sites, reducing the time and cost associated with
interstate business travel reducing annual costs in excess of $60,000 a year.
Conducted an online user satisfaction survey of the executive support service
which resulted in an overall satisfaction level of 91%. Collated results and
Andrew Heaton ∙ [email protected] ∙ 0424 411 359 2
feedback and proactively focused on areas of improvement, developing
performance improvement and preventative maintenance plans.
IT lead for a national showcase of the future of Australia Post, which resulted in
receiving a cultural pillar award as recognition.
Transitioned IT relocation services from internal resources to external provider,
freeing up EUC resources to focus their time on BAU activities. Reduced
associated overtime funding saving the company an excess of $50,000 per year.
May 2008 – May 2013 AUSTRALIA POST Executive Services Support Engineer
Position details :
Provide a specialised service to the Australia Post Board, CEO and Executive General Manager level for all their IT and digital requirements.
Responsibilities:
Provide 24/7 subject matter expert support, training, and provisioning across all
corporate business tools, applications, SOEs, Australia Post resources, home
office hardware and network configurations.
Second in charge to Victorian CBD and field End User Computing Manager,
managing 16 staff members.
Achievements:
Managed a successful deployment of AirWatch MDM Encryption to the top 200
senior executives across Australia Post, ensuring corporate and customer data is
secure and protected on mobile and tablet devices.
Managed a successful deployment of ISCA Board Pad to Australia Post board,
CEO, EGM and GM level totaling 50 users delivering a meeting and document
collaboration tool in a highly secure environment on corporate owned iPads.
Took ownership of IT relocation activities for 4 major sites involving more than
3000 Users. Drove improvement process and quality checks resulting in a more
stable relocation process, reducing day one incidents by 50% with a significant
increase in user satisfaction.
Took ownership of creating and maintaining accurate documentation covering an
extensive range of technical documents and tutorials. Reduced EUC requests for
mobility configuration support by 70%
Mar 2007 – May 2008 Australia PostDesktop Support Engineer – Provided onsite IT hardware and software support for Australia Post HQ.
Andrew Heaton ∙ [email protected] ∙ 0424 411 359 3
Jan 2003 – Dec 2006 Cyclone Computer Company [NZ] Lincoln University Onsite Operations Team Lead – Managed teams of casual workers to roll out 1800 desktop PCs into Lincoln University. Managed all onsite warranty and non-warranty PC hardware repairs.
Feb 2000 – Jan 2003 Cyclone Computer Company [NZ] Service Department – Hardware and Software support for Cyclone Customers.
Mar 1997 – Feb 2000 Cyclone Computer Company [NZ] Server and Desktop Assembly Department – PC and Server assembly to customer specification, using Intel Premier Technology.
Emerging Technologies Office 365, AirWatch - MSC Mobility solutions, ICSA Board Pad, Content Locker, F5 VPN, Mobile Active
Sync technology, Microsoft Lync, Polycom Video conferencing, Telepresence, Corporate Yammer
Mobile Technology IOS, Blackberry, Android, Windows 8 phones and tablets
Multiple O/S PlatformsWindows XP,,7,8, MAC OS X, VMWare desktop solutions
Hardware SkillsIntel platform – Desktop and Server hardware diagnostics and repair
Support ToolsService Now, Remedy, AD Directory, SCCM Client Centre, SMS Reporting, VeriSign VPN admin, BES
Server, Wayfinder
ITIL Continual Service Improvement (Cert pending) Lion 101: MAC OXS Support Essentials 10.7ITIL Service Operation Certification Comptia A+ Certified ProfessionalITIL Service Transition Certification Comptia Network+ certified ProfessionalITIL Foundation Certification V3 (MCP) Microsoft Certified Professional Windows XPHDI Support Centre Team Lead certification Intel Desktop Platform integration certification Australia Post Leadership Essentials program Introduction to Business Computing certification
Ahmed Fahour David Taylor Managing Director and CEO Head of End User ComputingAustralia Post Australia Post
Andrew Heaton ∙ [email protected] ∙ 0424 411 359
REFERENCES – Contact details on request
TECHNICAL SKILLS & EDUCATION
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