Frank Gitto

Experience

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  Telstra NDC

  Feb 1981 - Aug 2002

  Principal Engineer
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  Telecom-AOTC-TELSTRA

  Oct 1983 - Jun 2014

  Principal Engineer Switching Telstra
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  NSW Police Force

  Mar 1989 - Feb 1994

  Telecommunications Specialist

  Snr Const Cadetship Telco Engineering

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  Merivale

  Jan 1999 - Jan 2009

  Security
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  Telstra - Financial Sector

  Feb 2002 - Feb 2004

  Services Director

  Reporting to the Principal Service Director. Managed a portfolio of 6 financial institutions, ensuring service delivery and solutions were exceeded and met. Provided strategic and operational support to Deutsche Bank, AMEX, Macquarie Bank, FDRA, Citigroup and Lend lease. Acted as the SPOC for these groups into Telstra, and ensured all SLA’s were met. Active risk & change management supervision, including service improvement and integration of FDRA and Cash card networks. Management of services included voice, data, managed WAN and transition projects Show less

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  Network Design & Construction

  Feb 2003 - Feb 2004

  National Voice & Data Manager

  Report to National Manager for Business Systems, Computing and Telephony/Data InfrastructureResponsibilities: Voice and data management role,  Oversight and management of the vendors supporting the national network & its Interface between a state wide customer base Provide efficient and timely resolution to customers and users.  Interface between single users, business groups & service network providers including Compaq, HP, Acer, Commander, Xantic and Globalstar. Ensure that all expected levels of service are maintained according to the specified contracts and SLAs.Total Managed contract value $12m Show less

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  Telstra

  Mar 2004 - Feb 2006

  Service Delivery Manager

  Reporting to the Account Executive, Managed an outsourced contract, valued at $60m pa. Providing direction and management of services (voice, data, VOIP etc) delivered, efficiently, within SLA directives, and acting as the customer advocate into the service provider organization. Responsibilities included the alignment of outsourced services according to ITIL platforms. Coordination and alignment of Woolworth’s various business groups including DSE, Tandy Big W, BWS, ALH & Dan Murphy. The development and streamlining of SLA’s, and service based processes. Problem Management & resolution forums for Frame into IP networking, for Telstra’s largest IP based customer. Quality management for over 2000 outlets, and 30 warehouse/admin office sites and up to 7 sub-groups including Dan Murphy’s, Tandy, Dick Smith, ALH, BWS, Petrol Plus, Trans Tasman (PEL). International or trans Tasman responsibility was initially scoped out by myself as were the initial processes applied to New Zealand and Hong Kong site offices Show less

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  Telstra

  Apr 2006 - Apr 2009

  Service Delivery Manager

  Reporting to the head of Service Delivery and Account Executive, Implement and manage Capacity planning strategies. As the central point of contact for managed services for all Service delivery components associated with all aspects of managed voice and data, ICT and application delivery and performance. and all components associated with service delivery functions using ITIL Service Management as the guideline. Operational or BAU responsibilities were also included as were governance, operational and service level discussions. My role also included the international oversight and management of SITA, in relation to the worldwide WAN support of the Qantas network. Managng regular service relationship, operational and project meetings with SITA was also part of my responsibilties, in order to provide recommendations for both voice and data networks. As the conduit for the customer back into Telstra, it was my responsibility to conduct service meetinngs with the various internal and external support teams, including managed voice (both internal Telstra, Avaya and NEC),, managed WAN (sita, NCR), I.P and I.T Server/Desktop environments. Ongoing BAU identified projects would also fall as part of my responsibility, to scope out, discuss and monitor the results with the allocated Project manager, theryby providing the customer with a level of assurance. Lead oversight over Problem management. Customer problem resolution and response to ongoing network assurance would also be addressed at regular intervals as would the identification of new business development opportunities. Show less

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  ProCorp Services Group Pty Ltd

  Jan 2009 - now

  Managing Director

  Director of ProCorp Services Group Pty LtdA consulting company to various services and industries including security, I.T and staff training and management. Site and venue training services and close advisor to specialist services. We encourage you to seek and drive out your venue or sites maximum benefit and goals by having a consulting company to support, back your team up and allow your business to perform, autonomous, without the operational issues associated with industry plagued problems.Corporate consultancy for Events, and IT Consulting services and managementBar Management consultingIndustry process specializationRisk ManagementCustomized applications Show less

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  Dimension Data

  Jun 2009 - Jun 2010

  Service Delivery / Client Services Manager

  Manage the outsourced contract and vendor relationships for Vodafone / VHA, and Nokia Siemens

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  Fiserv

  Jan 2010 - Jan 2011

  Senior Service Delivery Manager

  Provided support and guidance for the $600m contract for vipro into fiserv services, Service management for PCI into major 4 banks as well as cheques processing solutions to other corps eg Telstra

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  FA GITTO Holdings Pty Ltd

  Jun 2010 - now

  Director
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  Verizon Business

  Nov 2010 - Feb 2011

  Customer Executive - Service Delivery

  Service Delivery Manager - Managed Account - CBA Network Perimeter Security

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  Juniper Networks

  Mar 2011 - now

  Enterprise, Govt Defence & Partner Service Management

  Both as a Enterprise Customer and Government Dept services advocate, I build trust by managing service delivery, support assurance and Customer Success across BAU and project delivery. Ensuring customer perception, and satisfaction across varying support and advanced services contracts,is provided as well as the provision of synergy between contract deliverable s,process streamlining...in all, delivering a "remarkable customer experience", whilst identifying value add opportunities for both my represented clients and my company. All aspects of ITIL & Service Delivery are applied, including, Incident, Problem, Change and Release.Operational excellence is achieved and training is correctly applied. Partner and Clients include: Westpac Banking Corp, Alphawest, Ausgrid, Dimension Data, Orica Aust, Fox Sports NetsolutionsIT, SingTel, Optus, Dept of Defence ,Telstra 2047, QLD Dept of Edu, Public Safety bureau & Kamart. Daily interaction ensures well progressed partnerships/relationships, enabling additional service & business expansion. Creation of Service Management engagement and Methodology, also ensures operational excellence for both my customers, and for Juniper, giving them the worlds best practices branding & delivering a remarkable customer experience. In summation, the Service manager role is a General Manager Customer management role.My main objective is to apply Juniper’s resources to help the customer/partner achieve their business goals while at the same time, through the customer’s successes, help Juniper to achieve our business goals.In all. "Selling well tomorrow, depends on How well you support Today, what you sold yesterday" Proud to be Juniper. Show less