Shaun Kozak

Experience

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  Menzies College, La Trobe University

  Jan 2001 - Jan 2004

  IT Manager

   First point of contact for 8 college staff and 400+ residents having trouble with IT.  Maintained a small computer lab (10 machines running Windows NT4) and assisted connecting 400+ residents and devices to the university network

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  KAZ

  Nov 2004 - Apr 2008

  Technology Consultant

  Technical resource located onsite at customer premises.  Resolving or escalating technical issues raised by customers, meeting service level agreements placing emphasis on VIP customers. Creating new, updating and maintaining technical documentation.

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  Linfox Armaguard Pty Ltd

  Apr 2008 - Mar 2011

  Systems Administrator/Application Support

  Supported bespoke applications and infrastructure across Australia and New Zealand.  Assisted in planning and implementation of an infrastructure upgrade and data migration of 40+ servers including disaster recovery and documentation with minimal user downtime. Design/implementation of network-wide health & performance monitoring solutions. Regular traveled to remote branches to provide face to face support and remediate any ongoing issues.

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  University of Melbourne

  Mar 2011 - Jan 2015

  Support Analyst

  Proactive member of an ITIL focused team providing level 2 & 3 application support of tier 1 and 2 custom applications. Managed effective communications with customers and different levels of the organization. My stakeholder, technical knowledge and experience helped ensure that the decisions made were informed and considerate of the both the technical and business implications. Lead the contribution to the wiki knowledge base with useful support information to underpin successful operational support and development for the benefit of fellow team members and the end customer. Identified and remedied all faults in complex systems within SLA with a strong focus on customer experience. Raised problem tickets to facilitate root cause analysis where required.  Proactively acquired knowledge and experience in applications and technology of non-specialty.  Rated as excellent in all personal performance reviews. Show less

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  Melbourne IT Group

  Jan 2015 - Nov 2017

  Service Delivery Manager

  Customer facing role coordinating the delivery of IT services, projects and migrations for multiple enterprise customers. Building and maintaining customer relationships with key customer contacts both on site and remotely as required Managed customer audits (including PCI requirements), escalations and service management issues ensuring SLA’s are met. Proactively identified and remediated potential issues in the customer environment by conducting thorough health checks, and creating improvement plans as required. Managing customer expectations with open and honest communications. Demonstrated experience delivering projects on time, in scope, and with the highest quality involving diverse stakeholders and complex environments.  Focusing heavily on process improvement by understanding the customer on their journey  Creation and delivery of monthly service reporting, and delivery in a timely manner to both external & internal stakeholders. Driving operations meetings with customer stakeholders and internal technical teams to ensure customers business outcomes are always met. Show less

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  MSC Mobility

  Nov 2017 - Nov 2018

  Mobility Services Manager

  Oversee the delivery of IT Mobility Services in a growing portfolio of enterprise and government customers with a focus on managing service levels, developing effective relationships, delighting key stakeholders, innovating, growing and transforming the customers Enterprise Mobility Managed Service (EMMS). Delivery of professional service management for all customers Work with the customer to identify requirements for new services as part of a Mobility IT Service Strategy Ensure that SLA's are clearly understood, monitored and implemented Motivate delivery teams to meet their objectives and consistently improve on delivery targets Schedule and chair regular meetings with customers, internal staff and vendors Ensure delivery of regular and timely customer reports Act as an escalation point for all service delivery issues Work to increase the regional accounts’ efficiency and continually improve the service Show less

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  Telstra

  Nov 2018 - Jul 2019

  Senior Service Delivery Specialist

  Telstra's acquisition of MSC Mobility completed November, 2018 in which this role is a continuation from MSC Mobility. The Senior Service Delivery Specialist oversees the delivery of mobility services in a growing portfolio of enterprise and government customers. Highly experienced with AirWatch, & MobileIron the MSM is responsible for implementing activities and processes that ensure the customer is receiving the optimal value from the Enterprise Mobility Managed Service (EMMS). Delivery of professional service management for all customers with a focus on managing service levels (SLA’s) whilst being their advocate Developing effective relationships key stakeholders to identify, build and deliver their Mobility Service Strategy Overall ownership of, and primary escalation point for an ITIL Aligned Incident management, Request fulfillment, Change and release Management Motivate delivery teams to meet their objectives and consistently improve the service Ongoing proactive pattern matching and monitoring of customer’s service Ensure delivery of regular, timely and detailed customer reports Provide concise and up to date information to primary stakeholders during critical incidents, in compliance with Service Level Agreements. Schedule and chair regular meetings with customers, internal staff and vendors Show less

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  Encoo Communications

  Jul 2019 - now

  Service Delivery Manager