Rhys O'Neill
Brisbane,Australia
Summary
Experienced ICT professional with 14+ years of service to Federal Government and Defence clients. Demonstrated expertise in Information and Communication Technology industry. Results-oriented leader with a friendly and highly professional demeanor, effectively leading by example and fostering collaboration across all stakeholder levels.
Experienced Services Coordinator at Fujitsu Australia Limited, specializing in Business As Usual (BAU) sustainment projects for the Defence deployed ICT contract. Ensures capacity, continuity, and compliance across client and stakeholder environments.
Overview
15
15
years of professional experience
Work History
Services Co-Ordinator
Fujitsu Australia Limited
Brisbane, Q.L.D
01.2021 - Current
- Currently Rhys is employed as the Services Coordinator for Fujitsu Australia Limited contracted to the Defence deployed ICT contract providing the customer and stakeholders with Business As Usual (BAU) sustainment projects to ensure capacity, continuity, and compliance is maintained across client and stakeholder environments
- Providing customers and stakeholders with BAU sustainment projects to maintain capacity, continuity, and compliance across client and stakeholder environments. Serves as a Services Coordinator for Fujitsu Australia Limited, contracted to the Defence deployed ICT contract.
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Coordinated activities between different departments to ensure successful completion of projects.
- Created policies and procedures for improved workflow processes.
- Resolved customer service issues in a timely manner while maintaining high levels of customer satisfaction.
- Oversaw the implementation of new technology solutions designed to streamline processes.
- Facilitated meetings with key stakeholders to discuss progress towards objectives.
- Analyzed data across a variety of sources to identify trends, patterns, and areas of opportunity.
- Identified and assessed risks while formulating controls to counter vulnerabilities posing potential threats to the client's business requirements.
- Ensured client satisfaction through efficient management of projects involving the deployment and maintenance of software and hardware compliance.
- Reviewed site and department performance to improve quality of services and comply with regulatory requirements.
- Delegated work to staff, setting priorities and goals.
- Prepared staff work schedules and assigned team members to specific duties.
Senior Consultant
Downer Professional Services
01.2020 - 01.2021
- Ensured timely resolution and effective management of Incidents and Problems within the Information Communication Technology systems linked to the System Integration and Operations (SIO) division at Warfighting Networks and Applications Support Organization (WNA).
- Oversaw the handling of incidents, problems, and events to guarantee uninterrupted business continuity and meet ICT requirements. Promoted stakeholder engagement and facilitated collaboration on sustainment functionalities.
- Provided operational support by providing guidance on incidents, problems, and events in production and pre-production environments related to Australian Defence Force ICT environments
- Offered guidance and insights to stakeholders and the Project Senior Leadership Team regarding incidents that encroached upon the agreed Service Level Agreement timeframes.
- Maintained a consistent vigilance in reviewing the Service Management Catalogue on a weekly basis for correct data entry
- Assume responsibility for prioritizing and troubleshooting high impact issues
- Managed risk evaluation and mitigation, focusing on protecting client interests and ensuring business continuity.
- Offered valuable advice and guidance to reduce the risk of problems escalating in the service management lifecycle for the Department of Defence
- Overseeing service remediation management activities from incident inception to resolution
- Provided regular updates to key stakeholders regarding open tickets
- Created reports, presentations and other documents to share findings with management team.
- Coordinated internal resources and third parties and vendors for the flawless execution of projects.
- Assisted in developing strategies for improving customer satisfaction levels.
- Facilitated workshops with stakeholders to review current procedures and develop new processes.
- Managed multiple client engagements simultaneously while adhering to tight deadlines.
- Developed training materials and conducted trainings for staff members on new technologies or processes.
- Established strong working relationships with both internal teams as well as external vendors and clients.
Technical Specialist - Server Operations
Fujitsu Australia Limited
01.2017 - 01.2020
- Managed application integrations and databases within WINTEL Development Teams across Maritime, Land and Air deployable enclaves.
- Regularly provided situational updates on project progress to Project Management and Project Senior Leadership Team
- Provide Operational Support (Onsite and Remote) to the Department of Defence's Deployed assets spread across Maritime, Land and Air forces
- Worked closely with designated clients within the portfolio to offer expert guidance and assistance
- Aided in fulfilling contractually defined Key Performance Indicators
- Responsible for overseeing change management practices when integrating new software and applications into the deployed Information and Communication Technology infrastructure
- Efficiently handled troubleshooting across diverse hardware, software, and network issues
- Managed colleagues and led the delivery of current technical writing
Technical Team Lead
Fujitsu Australia Limited
01.2019 - 12.2019
- Responsible for managing and maintaining the Computer-Aided Dispatching system utilized by the ACT Emergency Service's call centre
- Effectively supported constituents and maintained continuity in delivering services for a 24/7 emergency dispatch call center. Oversaw the management of a minor, but highly talented team of subject matter experts.
- Delivered operational assistance to clients for incidents related to Computer-Aided Dispatch
- Assisted designated stakeholders with technical guidance and assistance within allocated portfolios
- Successfully guided and monitored the progression of change management initiatives throughout all stages
- Maximized communication efficiency across emergency services by spearheading conversations on utilization of the Inter-CAD Electronic Messaging System
- Utilised analytical skills to design and create a cloud-based, 'off-premises' demonstration environment for showcasing a Computer-Aided Dispatch system.
Communications and Information Systems - Sailor
Royal Australian Navy
01.2010 - 01.2017
- Supervised the coordination of radio and satellite communications on a regular basis within Defence Information and Communication Technology as a Communication Supervisor.
- Oversaw the coordination of a skilled workforce in accomplishing various tasks and operations
- Provided expert advice to Task Group Commanders on Command, Control, Communications Capability and Information requirements
- Executed proficient Systems Administration services to optimize server performance and user experience
- Managed complex system infrastructure by closely monitoring workstation performance, server capacity & utilization levels on a daily basis.
- Managed Layer 2/3 devices on various platforms like satellite, Radio Frequency, and fixed bearers with expertise in Type 1 encryption alongside Suite B cryptographic protocols.
- Operate and instruct staff on using deployed Radio & ICT devices
- Supervised the development of essential communication skills for junior staff members
- Enhanced task force capabilities by delivering effective support through innovative communications strategies
- Conducted Security Management and Risk Assessments to maintain the confidentiality and integrity of networks
- Conducted watch duties to ensure the security of the vessel while underway.
Education
ITIL v4 -
01.2021
ITIL v3 -
01.2015
Certification II -
Information Technology
01.2011
Skills
- Team Leadership
- Project Planning
- Meeting facilitation
- Compliance Monitoring
- Project Management
- Technical Support
- Risk Management
- Root Cause Analysis
- Document Management
- Schedule Management
- Cross-Functional Collaboration
- Process Improvements
- KPI Tracking
- Inventory Management
- Operations Management
- Policy/program development
Bio
Rhys O'Neill has provided 14+ years of service to Federal Government and Defence clients within the Information and Communication Technology industry. Rhys has adopted a “lead from the front and by example” leadership approach throughout previous positions, however maintains a friendly, yet, highly professional demeanour across all stakeholder levels. Currently Rhys is employed as the Services Coordinator for Fujitsu Australia Limited contracted to the Defence deployed ICT contract providing the customer and stakeholders with Business As Usual (BAU) sustainment projects to ensure capacity, continuity, and compliance is maintained across client and stakeholder environments.
References
Available on request
References
References available upon request.
Timeline
Services Co-Ordinator
Fujitsu Australia Limited
01.2021 - Current
Senior Consultant
Downer Professional Services
01.2020 - 01.2021
Technical Team Lead
Fujitsu Australia Limited
01.2019 - 12.2019
Technical Specialist - Server Operations
Fujitsu Australia Limited
01.2017 - 01.2020
Communications and Information Systems - Sailor
Royal Australian Navy
01.2010 - 01.2017
ITIL v4 -
ITIL v3 -
Certification II -
Information Technology
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