Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic
Des Nutting

Des Nutting

Sydney,NSW

Summary

Customer focused leader with 20 years of progressive professional work in IT. Senior-level Manager with proven ability to ensure the smooth running of ICT systems and provide IT services that will improve the efficiency and performance of an organisation. Areas of focus are increasing business utilisation of IT services, vendor management and providing solutions to meet customer demand and expectation. Reputation as a respected leader that builds cohesive and reliable teams to deliver maximum productivity.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Snr Manager Customer Support

Splunk
Sydney, NSW
08.2022 - Current
  • Led the change of culture and mindset in APAC support, from 'Break fix' to a customer first approach.
  • Drove quality approach into case handling, building on best practice troubleshooting, Highlighting the importance of strong Problem statements.
  • Built and nurtured relationships with Tech Ops, SE / CSM and Engineering teams, improving communications through regular updates from Support to deliver excellent customer service.
  • Delivered 100% top box score for TSE related questions in CSAT, with an average score of 4.7

Operations Manager

Amazon Web Services
Sydney, NSW
09.2018 - 08.2022
  • Introduced LEAN to Premium Support in Sydney as the Sydney LEAN site champion through initiatives to improve engineer availability for high volume customer contacts and improving overall interview processes within the RDS support profile.
  • Performed as a primary trainer for customer connections training to provide insight for non-premium support business units to understand the role of premium support, and how AWS engineers work with our customers.
  • As a Bar Raiser, performed over 200+ candidate interviews and led the candidate debriefs to ensure the hiring bar was maintained and in alignment with Amazon Leadership Principles and hiring best practices.
  • Using data analysis, specialised, and aligned engineering resources to AWS services, enabling faster response SLA, lower time to resolve, and deeper engagement of engineers with customer needs.
  • Performed an audit of reserved EC2 instances used by a large (USD $50M per annum) customer to ensure all charges were correctly being allocated. This analysis prevented a USD $1.4M overcharge to the customer and resulted in receiving the AWS director award.

Head of End User Services

Esure Insurance
Manchester, UK
01.2017 - 09.2018
  • Negotiated and maintained close relationship with Microsoft partner services and field engineering to establish a 6-month plan for remediating licensing through consolidation and appropriate license utilisation. Resulting in a license cost reduction of £6M GBP.
  • Stabilized SOE build Process, delivering secure and current builds – Introducing Windows 10 to the environment.
  • Drove design discussions and delivery of Office 365, Azure AD and Microsoft Intune MDM solutions.
  • Led Citrix upgrade project, to latest Citrix XenApp versioning, increasing farm capacity by over 30%, in prep for company headcount increase.

IT Operations Manager

CSC
Chesterfield, UK
11.2014 - 12.2016
  • Managed large FMGC network upgrade and business continuity projects, saving the customer £200,000 in IT improvements.
  • Refined the Storage billing processes and procedures for UTC (UK Aerospace), saving over £400,000
  • Managed Technical escalations for commercially sensitive computer virus outbreak at a NHS Trust, during which I prevented the service from failing. I managed the improvements to security, business continuity and DR plans.
  • Developed and completed a CSC transformation project, redefining SOP, streamlining resources and saving the company in excess of £1,000,000 of overhead labour costs.
  • Implemented IT solution redesign for NHS, saving CSC in excess of £5000000 in licensing costs.

Education

Bachelor of Science - Computer Sciences

Open University
UK
06-2016

Skills

  • Operations Management
  • Team Leadership
  • Complex Problem-Solving
  • Performance Management
  • Customer Relationship Management (CRM)
  • Data Analytics
  • Talent Management / Development
  • Continuous Improvement
  • Cross Function Collaboration
  • ITIL / ITSM
  • Dispute Resolution
  • Incident Management
  • Product Support Life Cycle

Certification

  • MCSE (2000, 2003, 2008)
  • Citrix CCEA
  • ITIL Fundamentals V3

Affiliations

  • Cycling, Golf, Walking, Rugby League, Travel

Timeline

Snr Manager Customer Support

Splunk
08.2022 - Current

Operations Manager

Amazon Web Services
09.2018 - 08.2022

Head of End User Services

Esure Insurance
01.2017 - 09.2018

IT Operations Manager

CSC
11.2014 - 12.2016

Bachelor of Science - Computer Sciences

Open University

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Des Nutting