Resume - Trevor MillerAddress 24 Fragar Avenue, Wyoming, 2250

Contact Details Work - (02) 9302 7076Home - (02) 4328 2996Mobile - 0403 150 860Email – centralcoastmillers@hotmail.com

Career Objectives I am keen to pursue employment in areas which allow me to utilise my strong skills, establishing/improving processes and procedures, creatively solving problems, building/managing strong internal and external relationships and managing/mentoring staff

An Outline of My Most Recent Work ExperienceMy career spans 27 years and finds me a Service Delivery Manager (SDM) at The NSW Department of Education (DoE). Prior to this, I was an SDM with AMP, an SDM with CSC working primarily with Allianz and AMP and a Desktop Account Lead with CSC across multiple accounts (Allianz, UTC, eBay).

The various roles and responsibilities have been extremely challenging and I have thrived on creatively managing issues, building/managing internal/external relationships and improving processes/procedures, allowing for an smooth, effective, pragmatic, productive and enjoyable work place.

My Most Recent Work Experience in More Detail

September 2013 to PresentService Delivery Manager(DoE) Department of Education

Managed the Service Delivery aspects of the migration from legacy systems to SAP for HR/Payroll/Finance in NSW TAFE’s, schools and DoE corporate areas as part of the LMBR (Learning Management and Business Reform) program.

Document and translate business speak into technical speak and vice versa from the most technical issue to the simplest individual concern, idea or prospective opportunity.

Single point of contact for all IT/Service Delivery issues/plans/escalations etc. primarily but not limited to all SAP related application, programs, projects and infrastructure.

Accountable IT stakeholder in ensuring the successful deployment of the complex NSW Schools LMBR program and BAU (Business As Usual) projects and initiatives through all stages of the project lifecycle, ensuring contractual adherence, contractual review/amendment, business/customer needs/requirements are satisfied and issues resolved quickly and effectively.

Provided guidance and direction for numerous areas including, Service Delivery, migration to BAU news process, release management, implementation, customer engagement, managing difficult external and internal customers.

Regularly meet with DoE commercial management, SAP, Accenture and other relevant vendors to review delivery of services in adherence with Service Level Agreements (SLA) and discuss contractual adherence, potential amendments and opportunities for improved services and new/improved products and offerings

Regularly meet with senior DoE IT, TAFE, Primary and Secondary Schools business areas to identify the root cause of issues and identify mutually beneficially outcomes, whilst preventing recurrences.

Participated in creating and managing service improvement programs, including process creation/improvement in general as well as specific areas such as BAU operations, Internal IT and cross functional (TAFE/Schools/Corporate) processes, Incident/Change/Problem Management.

Manage high priority IT incidents and liaise with senior business and IT managers to ensure they are kept appropriately informed and are well positioned to respond to requests for information.

April 2011 to August 2013Service Delivery ManagerAMP

Delivery of IT (Midrange/Wintel servers, mainframe, networks, WAN/LAN, external telecommunications, printing, desktop computing) to all AMP Financial Services and AMP Bank staff and business – approximately 6000 staff

Identify, manage and support business improvement initiatives by working closely with IT, internal/external business areas and third

party vendors such as CSC, Optus, Fujitsu and Lanier to identify emerging technologies/services in order to facilitate improvements in service quality, cost savings and increased business growth.

Review and approve project/operational procurement as needed. Understand future business needs/wants and match them with

current and emerging technologies. Work closely with IT, business and vendors/third parties to manage

the delivery of services, review costs/charges, identify potential initiatives/offerings for various business areas including AMP Financial Planning Advice and Services (FPAS), Customer Service and AMP Bank

Regularly meet with IT and business areas to review operational contractual performance/adherence, review licencing and other contractual obligations, document business needs/requirements to drive improved delivery of service and cost reductions.

Played an integral part of the AMP/AXA transition and transformation activities, focussing on Service Delivery and Incident/Problem Management.

Responsible for current and ongoing Service Levels, continual improvement and reporting of Service Levels.

Manage the various Service Improvement initiatives, including Post Incident Reviews, Change Management, Messaging and Service Levels.

Manage the delivery of Lotus Notes/Outlook email, Managed Print Services (MPS)

Managing incidents and outages to ensure rapid resolution and minimise customer impact, as well as managing and resolving general issues and problems as required.

Participated and managed service improvement programs.

May 2010 – March 2011Account Lead – Allianz/UTC/.eBay AccountsCSC (Computer Sciences Corporation

Overall management of Service Levels and Service Level Reporting, Service Meetings/Reviews, Operational Change Management, Service and Operational Improvement Forums.

Responsible for current and ongoing Service Levels, continual improvement and reporting of Service Levels.

Managing Change Management from a Service Delivery perspective. Liaise with various IT and business managers to streamline their

business and IT processes, as well as identify and quantify areas for improvement and growth.

Manage the various Service Improvement initiatives, including Post Incident Reviews, Change Management, Messaging and Service Levels.

Managing incidents and outages to ensure rapid resolution and minimise customer impact, as well as managing and resolving general issues and problems as required.

February 2005 - July 2007 and May 2009 - May 2010Service Delivery Manager - AMP AccountCSC (Computer Sciences Corporation)

Overall management of Service Levels and Service Level Reporting, Service Meetings/Reviews, Operational Change Management, Service and Operational Improvement Forums.

Responsible for current and ongoing Service Levels, continual improvement and reporting of Service Levels.

Managing Change Management from a Service Delivery perspective. Liaise with various IT and business managers to streamline their

business and IT processes, as well as identify and quantify areas for improvement and growth.

Manage the various Service Improvement initiatives, including Post Incident Reviews, Change Management, Messaging and Service Levels.

Managing incidents and outages to ensure rapid resolution and minimise customer impact, as well as managing and resolving general issues and problems as required.

July 2007 - May 2009Service Delivery Manager – Allianz AccountCSC (Computer Sciences Corporation)

Overall management of Service Levels and Service Level Reporting, Service Meetings/Reviews, Operational Change Management, Service and Operational Improvement Forums.

Responsible for current and ongoing Service Levels, continual improvement and reporting of Service Levels.

Implementation of a new incident/change/problem management tool

Managing Change Management from a Service Delivery perspective. Liaise with various IT and business managers to streamline their

business and IT processes, as well as identify and quantify areas for improvement and growth.

Manage the various Service Improvement initiatives, including Post Incident Reviews, Change Management, Messaging and Service Levels.

Managing incidents and outages to ensure rapid resolution and minimise customer impact, as well as managing and resolving general issues and problems as required.

April 2001- January 2005Project Manager - AMP AccountCSC (Computer Sciences Corporation)

Managed numerous relocations of staff from 5 to up to 400 staff, coordinating all aspects of the relocation. This included floor fit outs and refurbishments, installation/modification of the required data and telephony infrastructure, print & e-mail requirements, relocating data, installation of patch panels and frames, voicemail and Helpdesk/ACD/IVR functionality.

Was part of the Project Management during the transition of GIO from AMP to Suncorp Metway Limited. I directly managed various project such as application migration, telephony migrations and staff relocations.

Managed the installation and relocation of data infrastructure including core and floor switches, routers and hubs, managed the installation/modification of DNS, PDC/BDC, File/Print and Application servers, provisioning of Wide Band Ethernet, Frame Relay and ATM data links.

Managed the ‘make good’ of AMP occupied buildings/floors, including the decommissioning and redeployment of data and telephony infrastructure and relocation of staff.

Assist AMP in planning their future Facilities projects. Translate customer requirements into formal plans and agreements. Accurately document all aspects of the project to ensure that all

parties agree on the project outcomes and objectives

1998 - April 2001Shift Manager- AMP/DIMA (Department of Immigration and Multicultural Affairs/Allianz/Energy Australia AccountsCSC (Computer Sciences Corporation)

Manager a team of up to 20 people Liaise with internal and external support staff, vendors, internal and

external management Ensuring availability of online subsystems in compliance with

existing Service Level Agreements (SLA’s) Coordination of hardware recovery of all mainframe, midrange and

PC operating platforms located at the Bondi Data Centre. Reporting of Incidents, problems and daily events to outsourcing

clients Coordinating scheduled overnight batch processing on all platforms. Training of Senior Operators and Output Controllers. Ensuring that

all other shift staff are trained. Provide operational support to CSC Outsourcing transitional

activities when required

Act as a reference point for day to day operational questions for clients and staff.

Provide backup to any Data Centre managers as required (Data Centre Manager, Operations Manager, Technical Services Manager)

General logging of problems and events to allow the required communication and follow up.

September 1997 - October 1998Senior Computer Operator - AMP/DIMA (Department of Immigration and Multicultural Affairs/Allianz/Energy Australia AccountsCSC (Computer Sciences Corporation)

Executed batch schedules Assisted in managing and training of junior staff Managed and resolved all batch and system related issues. Liased with CSC and customer staff to resolve issues and identify

area for improvement.

May 1995 to August 1997SALMAT Computing ServicesPrint Consultant /Analyst, Presentation Systems

Responsible for formatting of client specific prints, pre and post sales consulting, conducting training sessions and liaising with customers to determine their requirements and translate into technical specifications.

October 1988 to May 1995CSA (Computer Sciences Australia) and CSC (Computer Sciences Corporation)Assistant Computer Operator and Print Consultant

4 years in the roles developing skills with multiple IBM mainframes, and various operations related hardware and software

Education and Training

Customer Intimacy (CSC - 2006) ITIL Fundamentals (CSC - 2007) Service Management Essentials (ProActive - 2007) Capable Change Leaders (CSC - 2007) AIM - Accelerating Implementation Methodology (CSC - 2008)

Counsellor Salesperson (CSC - 2009) Cultural Awareness Training (CSC -2009) Managing Innovation (Inventium – 2011))

Hobbies

Playing Guitar Music Reading Baseball Sport Music trivia Making people laugh

Referees

Available upon request