Robert John Mitchell

E: rjcmitchell@gmail.com • M: (+61) 0448 116 702 • Epping, NSW 2121 • https://au.linkedin.com/in/robertmitchelloptus

Service Desk Trainer, Reporting Officer and Mobile Device Management Tester

Experienced IT professional that takes on complex assignments and adheres to tight timeframes and delivers superior performance. Possesses knowledge of corporate IT structures in Telecommunications and ICT environments. Operates with a sense of urgency and thrives in a fast paces environment. Core competencies include:

Data Analysis • Project Management • Mobile Device Management • Trending Analysis • Forecasting • Resource Management • Leadership • People Management • Business Analysis • Solution Design

Professional Experience

NCSI Australia • 1 Lyon park Road, Macquarie Park • March 2006 NCS is a leading Info-Communications technology (ICT) service provider. Delivering end-to-end ICT and communications engineering solutions to help realise business value through the innovative use of technology.

Mobile Device Management Solution Designer (January 2015 till current) Main point of contact within the Optus End User Technology team, specifically with device related issues and

projects. My main focus in this role covers:

Enabling business units to achieve their outcomes based using features available through our Enterprise Mobility Management provider. (mobile iron). This involves designing and analysing

solutions to reach the desired outcome. Utilising such Mobile iron features such as Web@work,

Docs@Work, Apps@Work and Per App VPN Tunnelling.

Device Testing for compliance and then providing a recommendation to allow the device to be used

by staff as their personal device in conjunction with Mobile Iron.

Provide process maps and documentation for all MDM related engagements.

Liaise with internal firewall, network, server and proxy teams to find solutions for End User's.

Investigate new technologies emerging in the Mobile Market.

Service Desk Reporting Analyst (January 2013 till current) Provide reporting and analytics for senior management by incorporating new and existing reporting as well as trending and analysis for the service desk. Supports the development of executive reports, presentations and ad-hoc reporting capabilities and reporting automation. Formulate weekly and monthly operational forecasts, and track staff performance and SLA adherence.

Reduced unresolved incidents from 600+ incidents to 400 Increase First Call Resolution by 15%. Automated daily, weekly and monthly tasks creating efficient reporting streams. Improved the number of calls answered in 40 seconds by 10%. Reduced Average Handle Time by 1 minute Improved utilisation and resourcing.

Service Desk Trainer (January 2013 till current) Bridging the gap between technical knowledge and communication to effectively train new staff members. Updating training manual and documentation. Provide assistance to the team leader and service desk manager when required with regards to knowledge management. Senior Service Desk Analyst (July 2012 – December 2012) Provide level 1 Support to a large sized company with over 10,000 employees nationally, and overseas. As a senior I delegated workload to Service Desk Analysts ensuring they complete their email tasks and queue management tasks and adhere to their KPIs. Liaise with the command centre to ensure critical incidents are escalated to them with all the specific information to assist with Lease Management (March 2006 – July 2012) Managed Leases for Telco, and ensures that rental payments were scheduled in SAP. Handle queries from vendor. Arrange sign-off for payments and confirm the correct payments are arranged as per the lease agreement.

Education Swinburne University – Bachelor of Technology Information Systems (2015-)

ITIL V3 Foundations (2015)

Technical Skills Mobile Device Management • Active Directory • IT Service Management • Change Control and Management • Process improvement • Information Management • IT Operations • Advanced Microsoft office • BI Tools (Micro Strategy, Tableau, Cognos) • SQL • VB Script • Mobile Iron

References Name: Adelaide Zeta Title: Service Desk Team Leader Contact Number: 0435870677 Name: Nathan Lord

Title: Service Delivery Manager

Contact Number: 0414884532

Name: Leon D'Sylva

Title: End User Technology Release Manager

Contact Number: 0431496984