Kenneth Park

In my role as a Workplace Technology Specialist, I played a crucial part in the development, operation, and Level 3 support of our Standard Operating Environment (SOE) for workstations and servers. I took the lead in various aspects, including:

• Audit and Compliance: Conducted thorough audits of IT equipment and network infrastructure to ensure adherence to OTM IT Standards.
• Remote Site Audits: Traveled to remote locations to conduct audits and provide assistance for projects like On The Move and Regional Transformation.
• Digital Systems Configuration: Proficiently configured and provisioned Digital Systems groups/policies within Active Directory, Azure, and Microsoft 365 Admin Centre.
• AV Solution Management: Expertly handled configuration and maintenance of our AV solution, encompassing Appspace, hardware (encoders, decoders), DHCP and VLAN setup, and system/account configurations in Active Directory.
• Security and Visitor Management: Managed and maintained Gallagher Site access systems and Proxyclick visitor management systems to ensure security and visitor tracking.
• Vendor Collaboration: Acted as primary contact point for vendors, providing essential IT assistance and support.

My role was instrumental in ensuring efficiency and compliance of our IT environment while facilitating technological advancements.

• Managing, Deployment and Fault finding in all End User Computing including AV, Voice, Networks (Physical and Logical), Active Directory, Azure and Microsoft 365.
• Maintaining IT stock levels, asset management, and equipment recovery.
• Onsite and remote support of staff covering range of technologies from workstation to network devices.

Team Leader for the Telecoms Facilities Management (TFM) team as a customer onsite role for Queensland Health.

• Oversaw day-to-day operation for a team of 12 staff
• Cross-trained existing employees to maximize team agility and performance.
• Maximised performance by monitoring daily activities and mentoring team members.
• Communicated expectations, assignments, and responsibilities clearly and professionally
• Handled escalations and special projects to customer satisfaction

QLD Health Business Applications team required assistance from DXC to assist with several duties related to Voice and Paging in the change management space.

• Oversaw change management efforts to support implementation of critical initiatives driving technology, process and culture changes.
• Designed processes and systems supporting business needs before, during and after transitions.
• Partnered with business teams to understand needs and mitigate potential problems.
• Built support for change throughout business unit through direct outreach strategies.

Achievements while in role"

• Change Request Management: Created and oversaw all Change requests for Voice and Paging services within the QLD Health network. This involved logging Changes into ServiceNow, engaging with key stakeholders, participating in compliance meetings such as CRB and ERB, obtaining peer reviews and necessary approvals, and diligently addressing any problems or issues stemming from unsuccessful Changes.
• Problem Record Management: Actioned Problem records on behalf of the DIS V&P group, working closely with other QLD Health teams and contract Vendors or Carriers when necessary to resolve issues effectively.
• Documentation: Created comprehensive documentation that provided insights into the process of logging and managing Changes within the team. This documentation outlined the various stages of the Change process, ensuring clarity and understanding among team members.

• Incident Management and Non-Standard Request Fulfillment, for Carriage, Mobile and PABX technologies.
• Tracked metrics involving critical incidents to model trends, produce reports and make effective recommendations for improvements.
• Provided immediate emergency response and incident management.
• Carriage Provisioning, fulfillment of Voice and Data services including ISDN, Multiline, GWIP, Dark Fibre, 1300/1800 Freecall Services, and other non-standard services.

Provided End to End service assurance to Optus Business Premium Managed customers.

• Diagnosing faults and obtaining relevant information for carrier investigations.
• Managing customers, vendors, and other stakeholders to ensure customer faults are resolved in a timely manner.
• Proactively managing backlog and prioritise customer incidents.
• Extra roles taken within the team included creating and managing shift report using SQL and Visual Basic macro’s, creation of an automated web-based tool using python programming language and SQL.