Steve Reilly

Experience

• 

  Harrow Council

  Aug 1998 - Apr 2010

  Responsibilities:• Transitioning HITS (Harrow IT Services)/Capita live projects into to HITS BAU (Business as Usual) for support.• Training technical staff for hand over using methods such as hands on, presentations, meetings & documentation.• Ensuring knowledge base was available to enable problem management, and documentation was transferred and understood.• Regular meetings with technical teams, service managers and heads of departments to discuss requirements, review highlight reports, check point reports, snagging list and project plan, to ensure project was meeting targets, set milestones and expectation levels.• Managing a team of two technical staff (one Project resource & one 2nd line Service Desk Analyst) Show less Responsibilities:• Investigate the work conducted on the HaRP (Housing Assessments Revenues and Planning) project to establish if the same model could be utilised across the councils network and infrastructure.• Managing 2 staff (two project resources)• Investigate research and implement an initial service catalogue with processes and procedures, with measuring points for KPI’s and introduce SLA’s & OLA’s to streamline support to the customer• Focus on the customer requirements, and meet with HITS management and staff to discuss and implement changes, using change management.• Appointed as co coordinator to liaise with staff, management and customers, given the option for direct management over 70 staff within IT (only utilised 4) to resolve performance issues experienced on the network and infrastructure to find solutions using incident management, and problem management.• Arrange and chair meetings with service managers, and technical staff• Ensure project plans and documentation was updated and available.• Resource planning of technical staff• Investigate and plan migration of HR department with 100 staff to move over to the HaRP model• Arrange for the deployment and configuration of 40 tablet devices for home working for HR department HaRP2• Managing deployment and research of dual screen configuration on 100 computers in payroll for HaRP2• Create, test, plan and document an initial lock down for the GCSx (Government Connect Secure Extranet) project. Show less Responsibilities:• Liaise with Access Harrow service managers and staff, Capita project managers to spec requirements between both areas, to enable deployment of Capita’s software called CCF which allows one portal to share data across multiple systems.• Plan and migrate 130 Access Harrow computers from Windows 2000 to Windows XP. Procurement of memory to upgrade all computers to a the same requirements of 2gig to be enabled for go live of CCF. Pilot phase introduced to ensure and resolve any problems before go live.• Deployment and testing of CCF on Access Harrow systems.• Testing and updating of over 30+ software applications to ensure compatibility for customers and Windows XP.• Phased approach to ensure no disturbance to service. Show less Responsibilities:• Investigate, Plan, and migrate 110 users from existing Unisys Active Directory environment to the council’s first role based system for ease of use to support and the customer.• Discuss requirements for roles, hardware such as computers and monitors, and network requirements with Capita and Service Managers of HaRP, and update them on the process to ensure that all elements fitted within timescales of internal and external work streams.• Enable role based profiles to roaming profiles to work with Novell and Citrix (for remote working)• Architecturally create a new role based approach to managing security, printing and applications.• Managing 2 project resource staff Show less Responsibilities:• Asked to take control and turn around a project and team, responsible for meeting time scale and keeping low running cost.• Managing a team of 10 (2 technical and 8 training staff)• Indentify, Plan and Migrate 700 customers computers that were out of warranty, and replace with a customised, and stream lined version of Windows XP• Attend CAB (Change Advisory Board) for Change Requests, and update Technical Board on project progress to ensure no other projects or BAU affected by planned work, or work being produced.• Implement fast and effective desktop imaging solution ZIS (Zenworks Imaging Service) to enable remote deployment of a Windows XP images to the customers computer in less than 7 minutes to resolve support calls within SLA’s.• Implement remote control for support services to access customer’s desktops to reduce visits.• Implement auditing software ZINVS (Zenworks Inventory Service) for computer devices to monitor and audit hardware and software on the council network.• Implement automatic application deployment of software to the desktop, and option for reinstall for the customer ZenApp (Zenworks Applications Service)• Creation and implementation of backup tool for users settings and desktop preferences utilizing USMT (Microsoft User State Migration Tool) to speed up replacement of desktop devices.• Training and documentation supplied the to BAU support staff Show less Responsibilities:• Liaison officer between the Service Desk and the Network Team in the event of a major incident and resource planning.• Incident Management and allocation of calls to teams and staff.• 1st 2nd and 3rd line break/fix resolution.• Ensuring team is meeting SLA’s standards and staff workload is monitored within the team.• Configuring and extract reports for Senior Management.• Service report detailing telephony, Touchpaper and resource statistics.• Providing guidance and assistance on training for applications and systems to customers and staff.• Training new members of IT, and ensure standards and procedures are met within the team.• Evaluation of hardware and software within the corporate environment.• Creation and testing of Novell Zenworks Snapshots and Microsoft MSI to enable deployment of software, updates and fixes council wide.• Creation and testing of desktop images.• Creation and review of Service Desk processes and policies.• Assisting customer support, MACS and networks teams with workload when required.• Main point of contact for directors, councillors.• Main point of contact for people with disabilities and their managers to discuss and implement software and hardware enhancements on the desktop and server side in conjunction with an external company called Access to Work.• Assisting the telephony section when low on resources for the PABX system.• Main point of contact for the councils high profile area Access Harrow and resolution of software and server issues in regards to the qnet scancoin ticketing system.• Deal with and resolve calls from irate customers received from 1st line analysts to discuss requirements and set expectation levels.• Maintain and update documentation.• Allocating loan equipment and managing projector setups. Show less Responsibilities:• Assist in the restructure of IT with the merger of HITS and Social Services help desks to form a centralised IT Service Desk.• 1st and 2nd line resolution.• Tasked with providing support and knowledge transfer of IT systems to staff in the newly formed Service Desk to ensure smooth transfer of services.• Resource planning, ensuring rota’s were created and covered.• Monitoring call traffic to analysts via the Philips CC250 telephony supervisor module.• Incident management of calls.• Dealing with incoming fault calls efficiently to resolve issues with the use of the call logging system.• Liaise with other teams within the IT department to facilitate the resolution of issues whilst making sure the customer was always updated on the progress of there call.• Monitoring work load using reporting tools to ensure Service Desk SLA’s are met.• Creation of documentation Knowledge base. Show less • Liaising with and advising the Desktop Services Administrator to establish client’s precise IT requirements including specifying the relevant part no’s for upgrade quotations. • Responsibility for the creation and maintenance of a standard desktop image for all new PC’s (Windows 95 and 98). • Configuration and installation of new computer hardware and software as directed by the Desktop Co-ordinator.• Ensuring that the in house HITS asset register is up to date logging all new, relocated & redundant equipment and checking that all items are accurately recorded. • Maintaining the Bindview asset inventory database, compiling reports for senior management on all network hardware and software.• Co-ordinate office moves and relocate hardware as required by HITS clients & the Desktop Co-ordinator. • Troubleshoot any networking issues relating to desktops, liaise with the Network department regarding major issues and assist with resolution.• Support of council supplied Novell servers and Windows workstations across 70 schools in the Borough including installation, suport and upgrade of sims. • Ensure that there are sufficient ports available in the comm’s cupboards for any new data sockets installed & periodically maintain the comm’s areas removing cables from any unused ports. • Support, installation, testing and deployment of software and imaging• Taking a support lead in PDA devices such as Palm’s & Psion’s. • Assist with maintaining & updating the Phillips PABX Telephony system. • Technical Lead on the Windows 2000 migration project.• Creation of standard Windows 2000 desktop image using sysprep and Novell Zenworks to snapshot and deploy applications Show less • Installation of new hardware (computers, laptops, scanners, printers, PDAs, digital cameras.• Update in house HITS asset inventory (alphanet)• Upgrade and support of 70 schools on SIMS software/hardware on Novell 3.x servers and Windows 95 workstations• Support of Library Windows 3.11 workstations• Problem solving and fault diagnosing• Network patching• Installation of Windows 95 on new laptops and computers• Installation of council software• Updating of call logging system call server Show less

  • Infrastructure Transition Manager

    Jan 2010 - Apr 2010

  • Technical Architect

    Feb 2009 - Dec 2009

  • Technical Lead

    Nov 2008 - Jan 2009

  • Technical Architect

    May 2008 - Nov 2008

  • Technical and Strategic Manager

    Jan 2008 - Apr 2008

  • Senior 2nd Line Service Desk Analyst

    Jan 2006 - Dec 2007

  • Service Desk Analyst/Incident Manager

    Jan 2004 - Dec 2005

  • Desktop Services Analyst

    Aug 1999 - Aug 2004

  • Desktop Services Analyst Trainee

    Aug 1998 - Aug 1999
• 

  PepsiCo Australia and New Zealand

  Mar 2011 - Aug 2011

  Technical Systems Analyst

  Responsibilities:• Project Management of the PABX Upgrade Project, liaise with Bluebird Foods, PepsiCo and external vendors to analyse and investigate existing voice and voice mail system, including usage, capacity, running costs, support models and contract to facilitate Business Case to initiate a VOIP solution.• Project Management of Bluebird Foods request to reduce IT running costs, investigate areas where cost savings can be made in terms of existing hardware, software and consumables.• Liaise with Bluebird Directors and Management on Demand Management initiatives to ensure all business requirements are being investigated and understood to ensure that the correct solutions can be presented.• Tasked with investigating options for Service Improvement analyse the support model, processes and policies between the business and IT, liaising with customers and IT service managers, mapping process times, initiating hand over of documentation from on site support specialist to add to knowledgebase, identify areas were service can be an issue and add to snagging list to initiate a service improvement plan.• Liaise with IT in Sydney on the AD Consolidation Project to analyse requirements for an interim domain controller and increase memory requirements in existing domain controller to align with PepsiCo global goals as well as Co-ordinate NZ AD Migration across all Bluebird Sites while managing one resource.• Provide cover when IT is low on resource in terms on onsite incident requests, problem investigation, service requests, change management and operational management, also to provide remote support to all PepsiCo sites in Australia and New Zealand. Show less

• 

  Saint Kentigern College

  Sept 2011 - Nov 2011

  ICT Systems Services Team Leader

  Responsibilities:• Management of a team of six (three direct and three indirect reports plus additional resource when required)• Oversee operational duties within team and ensure that services delivered within acceptable levels• Manage change including upgrades to systems, patch managements to client and server environments, review implementation and roll back strategies and approval of change requests.• Review internet, hardware, incident and team weekly reports.• Regular meetings with the ICT committee, e-learning, departmental managers and direct reports to ensure that the ICT department was liaising to ensure services and project targets were met.• Implementation of the college’s first touch technology trial to aide teachers to enhance learning and teaching. Show less

• 

  DHL Express

  Mar 2012 - now

  Responsibilities:• Service Management and Project Management over Oceania DHL Express sites (Primary Focus New Zealand, Papua New Guinea, Fiji & Pacific Islands, Secondary Focus Australia)• Supplier & Vendor Management of APTO providers (BT, Vodafone, Avaya), regular review of services, emergency tickets, IMACS, Service Improvement Plans, incident and problem management and SLA targets being met or exceeded as well as engagement with non APTO suppliers within Oceania• Financial review of on-going costs including budgeting and accruals.• Analysis and investigation of potential solutions to the business, to then be presented as a Business Case if feasible.• Engagement and knowledge transfer to OC BAU IT teams for handover of projects, upcoming changes and any relevant information to reduce risk to the business, project management knowledge transfer.• Change Advisory Board review of submitted RFC’s including notification of regional or other BU changes that can impact services• Member of ICCC committee (Insanely Customer Centric Culture) to drive and improve services to the customer. Show less

  • Manager, Program Delivery

    Sept 2015 - now

  • Service Manager, Services Management, IT, Oceania

    Mar 2012 - Aug 2015