Summary
Overview
Work History
Education
Skills
Certification
References
Hobbies and Interests
Personal Characteristics
Timeline
Generic

Maju Lingam

South Morang,Australia

Summary

Dynamic Client Delivery Manager with a proven track record at Computer Sciences Corporation, excelling in service level management and client relationship management. Achieved a 70% increase in client satisfaction through strategic operational governance and ITIL processes. Adept at financial analysis and fostering strong partnerships, driving continuous improvement initiatives.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Client Delivery Manager - Workplace

Computer Sciences Corporation
Melbourne, Victoria
04.2016 - Current
  • Ensure CSC delivers its contracted services as per the signed agreement to the client.
  • Service Level Management - Managing customer’s current IT environment (Availability, Uptime, SLA’s), High Sev MTTR reduction, Service Excellence dashboard.
  • Managing and exceeding Client expectations
  • Building a strong trusted advisor relationship (Client and Internal)
  • Operational Governance
  • Go for Green plans, Continuous improvement.
  • Driving ITIL Incident, Problem, Change processes and CAs
  • Service Exposure, Redflag – driving out of the client’s environment identified Redflag risks and potential risk to contracted SLA’s
  • Resource management
  • Audit and Regulatory requirement
  • Security and Patch vulnerability management
  • Documentation – Policy and Procedures
  • Governance, Chair regular client meetings with client IT management group
  • Governance, Chair regular meetings with the CSC Support delivery teams
  • Working with PMO SOW reviews and approvals, understand status of Key Projects
  • Financial cost management (Cost of Delivery)
  • Selected Achievements:
  • Implemented improved processes to increase rate of refresh for entire client desktop/laptop fleet – exceeded monthly targets within one month of improvement plan implementation
  • Improved client satisfaction score by 70% within one cycle of reporting
  • Implemented stability and sustainability initiatives across environment to improve client confidence in delivery of service

Critical Incident Manager APJ Team Leader

Hewlett Packard
Melbourne, Victoria
12.2011 - 04.2016
  • Direct supervision of over 30 staff located throughout multiple locations including Australia, Philippines, Malaysia & India
  • Provide Critical Incident Management and Crisis Management support to multiple outsourced clients (200+) on a 24x7 basis
  • Develop and execute client specific strategies to:
  • Decrease MTTR on P1 and P2 incidents
  • Reduce recurring incidents
  • Provide clear communication to all levels of staff and management, tailored to each client
  • Train and mentor new staff and provide ongoing training in line with Continual Service Improvement initiatives
  • Ensure that the 24x7 rosters across multiple countries are planned quarterly with contingency plans available to cater for leave, sickness, emergency, crisis events etc
  • Implement ITIL processes on new accounts incorporating all ITIL disciplines
  • Work collaboratively with all ITIL capabilities to ensure that all process lifecycles are adhered to
  • Conduct client presentations on the functions, activities and roles of Critical Incident Management and demonstrate the benefit of strong ITIL processes
  • Conduct and facilitate client on-boarding and transition activities
  • Selected Achievements:
  • Implemented an improved and streamlined rostering system to improve attendance records and reduce amount of time lost to sick leave, unplanned absences etc
  • Created and implemented an escalation call-out schedule and database to ensure correct resources are engaged immediately to restore services. Included strict process controls to ensure rapid and known escalation of incidents as required.
  • Incorporated live links to customer and capability databases to ensure immediate contact and escalation could be performed
  • Assisted in successfully managing Crisis events for multiple clients and HP internally during natural disasters including earthquakes, floods, tsunamis and Japan’s power crisis associated with tsunami activity and nuclear power plant failures

Critical Incident Manager

Hewlett Packard
Melbourne, Victoria
04.2010 - 12.2011
  • Act as a central point of contact for all Critical and Priority 1 cases raised within the HP Outsourcing environment
  • Ensure agreed action plans are documented and followed through, with any required changes clearly communicated to all parties
  • Provide multi-vendor incident management across multiple accounts
  • Manage and co-ordinate skill group resolution to ensure delivery is performed within customer SLAs
  • Initiate, drive and document technical and management conference calls if/when required for incident resolution
  • Perform required technical and management escalations in line with defined processes
  • Ensure all steps and progress of all Critical cases are clearly documented within relevant case logging tools and that timestamps are 100% accurate
  • Build and maintain effective working relationships with senior management, support towers, external vendors and customer management
  • Apply ITIL standards and foundations to all managed Critical incidents
  • Identify gaps in existing process and create improved processes and procedures
  • Selected Achievements:
  • Was recognised by various account teams as the preferred Incident Manager to manage an incident during a major outage.

Desktop Support/Field Tech

Primary Health Care
Melbourne, Victoria
09.2009 - 04.2010
  • Provide 2nd and 3rd level support to end users
  • Built various application servers with MS Windows Server 2003 and MS SQL Server 2005
  • Performed Virtualisation of servers using VMware
  • Co-ordinate projects between 3rd party vendors and internal staff
  • Handle IT escalations in line with defined processes
  • Selected Achievements:
  • Created new SOE to be deployed into the live environment
  • Introduced an knowledge base database into the live environment which enabled knowledge share between IT staff

Technical Lead

Hewlett Packard
Melbourne, Victoria
08.2007 - 09.2009
  • Provide 1st and 2nd level phone and remote desktop assistance to multiple clients
  • Deploy new SOEs throughout various environments
  • Deploy applications via Altiris and SMS
  • Liaise with application support teams to elevate, escalate and drive the resolution of outstanding issues
  • Install, configure and manage network printers
  • Provide support for Blackberries, ranging from setting up on BES to providing user Training
  • Perform required technical and management escalations in line with defined processes
  • Support and train 1st level support staff on handling various matters including VPN issues
  • Document/update processes as they become available
  • Manage multiple Third Party Vendor relationships on behalf of both HP and customers
  • Diagnose and log hardware repairs with external vendors
  • Perform port patching
  • Perform and manage backups on a daily basis
  • Selected Achievements:
  • Recognised and awarded as Outstanding Agent of the Month multiple times in recognition of outstanding customer service.
  • Assigned to provide on-site desktop support for customer due to in-depth environment knowledge and forming strong working relationships with end users and senior customer management.

Systems Administrator

Worawa Aboriginal College
Melbourne, Victoria
08.2005 - 08.2007
  • Hardware and software rollouts
  • Fault diagnosis and investigation for individual and network machines
  • Manage in excess of 100 terminals and multiple servers running Windows Server 2003
  • Provide support in person, over the phone and via Remote Desktop
  • Provide end user training to all staff in relation to software and hardware use and changes
  • Maintain networking hardware and protocols
  • Responsible for IT asset Management throughout facilities
  • Selected Achievements:
  • Implemented Wireless Networking solution throughout campus, assisting in reducing ongoing maintenance costs and increasing end user flexibility and productivity.
  • Successfully drove fundraising campaigns to secure additional funds to assist in the ongoing running of the college.
  • Creating, implementing and running training courses for end users at varying levels of IT competence

Gaming Attendant / Bar Tender

Epping RSL / Box Hill Golf Club
Melbourne, Victoria
11.2000 - 08.2005
  • Customer Service skills
  • Staff management
  • Responsibility and accountability for collection of takings
  • Dispute resolution
  • Ability to deal with various types of people and adapt to their requirements.
  • These roles were performed while studying at University. I believe the skills learnt while performing these roles have given me a great advantage in the workforce and have provided a solid grounding in customer service.

Education

Masters - Information Technology

Swinburne University
Hawthorn
01.2006

Bachelor - Information Systems

Swinburne University
Hawthorn
01.2005

Skills

  • Service level management
  • ITIL processes
  • Client relationship management
  • Incident management
  • Operational governance
  • Financial analysis

Certification

  • ITIL Foundations V3
  • 2011

References

References Available on Request

Hobbies and Interests

Basket Ball: Played in University Team till the final year of my studies in Swinburne, Golf: Occasionally play with friends and family, Motoring Enthusiast: Active member of a CAMS affiliated car club that regularly offers Track Days and Motorkhana Events

Personal Characteristics

  • Motivated and enthusiastic
  • Professional with an assurance of a total quality service
  • Highly computer literate
  • Reliable and trustworthy
  • High attention to detail
  • Excellent organisational and communication skills
  • Team oriented
  • Effective in developing and maintaining long term client relationships

Timeline

Client Delivery Manager - Workplace

Computer Sciences Corporation
04.2016 - Current

Critical Incident Manager APJ Team Leader

Hewlett Packard
12.2011 - 04.2016

Critical Incident Manager

Hewlett Packard
04.2010 - 12.2011

Desktop Support/Field Tech

Primary Health Care
09.2009 - 04.2010

Technical Lead

Hewlett Packard
08.2007 - 09.2009

Systems Administrator

Worawa Aboriginal College
08.2005 - 08.2007

Gaming Attendant / Bar Tender

Epping RSL / Box Hill Golf Club
11.2000 - 08.2005

Masters - Information Technology

Swinburne University

Bachelor - Information Systems

Swinburne University

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Maju Lingam