Michael Charles15 Ivy Tower Court

Taylors Lakes, Vic, 30380450 872 603

Michael.charlz@gmail.com

Education

Advanced Diploma Computer Systems Engineering – Victoria University of Technology 2006ITIL v3 Foundations Certification - 2010Prince2 Foundation Certification – 2010Recruiting for Success - 2010

Key Skills

Highly developed time management and administration skills, developed over a considerable period of time working in both Project Coordination and in a combination of technical /leadership roles.

Proven ability to clearly document business processes, perform analysis of requirements and detail specifications, this ability has been actively grown over a period of time working both in a project resource capacity and in my current role as Projects and Support Coordinator at MIPS.

Able to demonstrate a high level of accuracy and attention to detail. This ability has been refined during the last two and a half years, particularly as my last position encompassed the role of Security Administrator which required a methodical approach to reporting, on boarding and off boarding.

My superior stake holder management skills are demonstrated by an ability to build effective relationships across all levels of the business and have ultimately proven to be invaluable in managing a number of projects through to completion.

Able to demonstrate excellent communication skills, both written and verbal. The ability to communicate clearly and refrain from making assumptions was integral to my last role and I have developed an ability to communicate clearly with service providers, vendors, suppliers, end users and stake holders.

Employment History

Medical Indemnity Protection Society January 2012 – July 2014Projects and Support Coordinator

Responsibilities

Maintain administrative systems and procedures related to Information and Projects division activities Provide support services and assist with administrative tasks relating to projects and activities Respond to enquiries and help resolve problems as they arise from projects and business activities Prepare and maintain project documentation, assist managers and staff with planning and ongoing administration

of projects, prepare reports on activities, monitor key performance indicators and track project achievements Coordinate information and activities for projects in relation to established milestones Assist in the preparation of project plans, effectively communicate and renegotiate project deliverables Assist in the development or refinement of requirements and deliverables Coordination of activities across multiple areas of the organisation in order to meet organisational objectives Assess business areas aligned with projects, document processes, identify potential improvements, define new

processes and monitor the performance and quality of projects Manage and maintain effective communication between all stakeholders (managers, staff, outsource, providers,

other), advise management on matters requiring attention and implement management decisions Administer and monitor the work undertaken by contractors or outsource providers against service level

agreements Arrange and administer assets, purchasing and servicing in support of projects and divisional activities Maintain the Information and Projects task register and anticipate and prepare solutions for issues that may arise

in relation to projects

Employment History (Continued)

State Government of Victoria February 2011 – January 2012Senior Service Desk Analyst

Responsibilities

Primarily responsible for coordinating and monitoring customer service at first level by ensuring that calls are logged, investigated, followed up and resolved while also working to ensure that appropriate and timely information is delivered to the customer

Provide technical and process related coaching and contribute expertise to Service Desk Analysts Participate in the principles of continuous improvement and encourage the conduct of all service delivery and

management processes in line with these principles Resolve local operational service issues, utilising established standards and guidelines with particular emphasis

on assessing clients needs Monitor and report on the progress of service desk activities, using appropriate quality assurance processes to

ensure that support is carried out in accordance with agreed standards, methods and procedures Contribute to the development of standards and guidelines for quality assurance and training needs Provide input on behalf of service desk to problem management process Short listing and interviewing candidates for recruitment

Employment History (Continued)

State Government of Victoria September 2009 – February 2011Service Desk Analyst

Responsibilities

Communicate with clients and resolve their IT issues in a positive and supportive manner Contribute as a highly motivated and flexible team player able to work with a minimum of supervision Ensure all faults and requests are accurately logged in a timely manner Escalate and communicate issues to relevant teams Escalate service interruptions and/or faults that are ongoing Liaise effectively with external 3rd party hardware and software providers Provide coordinated and timely services for internal and external customers Participate in the service desk 24 x 7 on call roster Maintain up to date documentation of standard technical procedures

Employment History (Continued)

Hellmann Worldwide Logistics February 2006 – September 2009Senior Service Desk Support Officer

Responsibilities

Provide a high level of leadership and guidance to service desk staff Provide information on general upgrades and requirements within the organisation Manage conflicts and complaints concerning the IT department Provide information and reports to the general managers and directors as required Liaise with various VOIP/Data providers to ensure network stability Work as part of a global IT team providing support with global projects where required Manage after hours requests for support Ensure all procedures are in line with ITIL guidelines