Tim Wanstall

Experience

• 

  BioTekNik Ltd

  Jan 1998 - Jan 2002

  1st / 2nd Line Support Technician
• 

  Hauppauge Computer Works

  Jan 2002 - Jan 2003

  Helpdesk Support Technician
• 

  Patrick

  Jan 2005 - Jan 2007

  Field Service Technician

  • Hardware & software fault diagnosis• Network patching & server room maintenance• Site audits to ensure that documentation and equipment is up to date• 1st Level helpdesk cover when required• 24hr On-call field & telephone support• Restoration of files using ARCserve• PABX management

• 

  Toll Group

  Jan 2007 - Feb 2010

  Field Services Technician

  • 2nd Level Desktop/Field Service support work• Infrastructure project work• Following Change Management processes• Site audits. Documenting site plans including details and photos of all network equipment for use within projects and incident management• Working with BU IT to ensure sites are kept maintained and updated.• ITIL compliance• Ensuring accuracy of service tickets to provide knowledge management and reporting data.• 24/7 On Call

• 

  Toll Group

  Mar 2015 - Mar 2019

  • Managing a team of 12 direct reports across Australia• Ensure Service requests are managed and completed within the target timeframe.• Documentation of Field Service processes maintained within Confluence and Sharepoint• Compiling site audits created by the team• Day to day remote and onsite support activities - troubleshooting and customer service working closely with business unit IT staff• Project and BAU resourcing• Compile and provide weekly recharge reports for Field Service activity• Creation of the monthly departmental report• Timesheet, expense and overtime approval.• Undertake performance reviews with staff• Chairing regular Team meetings• Interviewing and recruiting new staff in line with Toll’s values• 24*7 management of on call team• Reporting to National Infrastructure Manager, ANZ Show less •Build and configuration of internal Google App servers, GADS, GAMME and automated scripting ensuring change processes followed•New Google user account creation and maintenance•Bulk mail migration from Exchange -> Gmail including archived mail•Reporting on Google App usage and trends•Providing subject matter expertise on existing Toll Service Desk process and procedure•Conduct research and analysis on best practice cloud service support models•Build and development of technical documentations for handover to operational teams•Creation of End User documentation•Documenting use case scenarios for profiles, especially around mobility•Act as the desktop support person for the new environment until handover to BAU•Assisting business analysts build business profiles and work-styles•Technical expertise for many of the foundation projects including POCs•Provide training and coaching for Internal IT teams and select users•Evaluation of Chrome devices in relation to suitability and appropriateness to defined user profiles Show less

  • Field Services Team Lead

    Feb 2010 - Mar 2019

  • Technical Specialist (Secondment) - Google Apps

    Mar 2015 - Jan 2016
• 

  DXC Technology

  Mar 2019 - now

  • Assist in monitoring service quality and adherence to SLAs and KPIs.• Provide support to the service management team in day-to-day operations and coordination of client requests.• Engage with clients to gather feedback, address basic concerns, and provide updates on service issues.• Collaborate with team members to support the implementation of process improvements.• Assist in the efficient resolution of service incidents and requests, following standard operating procedures.• Assist in maintaining service documentation and knowledge databases.• Support the generation of service reports for client and internal use.• Assist in coordinating resources for service delivery, optimizing resource allocation. Show less • Liaise with regional IT managers across 11 countries to identify and action continuous improvement opportunities.• Team resourcing and utilisation tracking for pool of 60+ resources• Direct management and performance assessment of 7 FTEs.• Review of service tickets to ensure adherence to ITIL methodology, SLAs and quality of data. • Mentoring direct reports• Hosting regular business review meetings with regional and global stakeholders• Contributing to global initiatives for reporting and process improvement. Show less

  • Service Delivery Supervisor

    May 2023 - now

  • ANZ & SEA Account Run Lead - Microsoft

    Mar 2020 - May 2023

  • Managed Workforce Team Lead

    Mar 2019 - Mar 2020