SHARRON DENBY
Brisbane,Australia
Summary
Dynamic IT Service Delivery Manager with a proven track record of excelling in incident, problem management, and stakeholder engagement. Adept at process improvement and collaborative planning, I have successfully resolved complex issues, enhancing project outcomes and team performance. Passionate about leveraging data analysis to drive operational excellence. Previously, an IT Network and Systems Engineer with 20 years in tech before going into management.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Logistics Fleet Management
Splend.
Brisbane, Qld
02.2024 - 08.2024
- Temporary Contract.
- Collaborated with all stakeholders and close team members to achieve project objectives and meet deadlines. In a fast-paced environment.
- Utilized my advanced planning and coordination skills and technical, and account management skills to troubleshoot incidents and complex problems, and implement solutions.
- Streamlined processes, managed the ITSM, ran analytical reports for management, coordinated deliveries, and issued new cars to the drivers.
OIC Officer in Charge
AEC Federal Government
10.2023 - 12.2023
- Temporary contract, O.I.C., delivering the referendum for the Australian Electoral Commission.
- Staff Training, mentoring, coordinating the work of 20-30 staff stakeholder management from pre-polling through to post-election, and managing a local polling stations. Engaging with voters
- I attended the Australian Open in Melbourne while managing Christmas holiday visits with relatives.
IT Service Delivery Manager
ASG/ NRI
05.2022 - 09.2022
- Performed urgent SDM role for major acquisition project's last phase with ASG/NRI.
- Collaborated with all stakeholders to coordinate and identify and resolve complex problems related to network issues, applications, hardware, system design. Also, to enhance and provide relevant resources and skills needed for project completion.
- I took time out after this project for personal development in MS Power BI and Power Apps, and also to have a hernia operation I had been putting off.
Agile Project Delivery Officer
AEC Federal Government
03.2022 - 05.2022
- AEC Federal Election 2022 across 93 Electorates in Qld
- Temporary short contract (E05)
- Procurement, planning, schedules, Incident change problem Management, Election material distribution
- Stakeholder management
IT Digital Project Officer
Federal Government
01.2021 - 02.2022
- Temporary Covid Contract Project Implementing digital technology apps
- For Services Australia Medicare ATO, Centrelink, My Health Record, job active via PC, tablet, or Mobile phone
- Telecom contact centres Voice Biometrics & Training customers in this innovative technology
- Sabbatical to the Australian Bureau of statistics for the govt Census as a local Field manager
NBN Service Delivery & Project Account Manager
Telstra
03.2020 - 11.2020
- Manage a portfolio over 15,000 outstanding Telstra/NBN connections & Ombudsman complaints
- Hybrid 12-14hr hour days
- Managing Telstra/NBN, Telco Technicians and external suppliers
- Scheduling workflow-capacity planning
- MS Teams, Salesforce, Service Now
- SharePoint for ITIL SAP Success Factors for training
Service Delivery & Project Manager
GS Contractor
08.2015 - 03.2020
- Implementing new policies & building a new ITIL Process and policy document Structure
- Digital marketing campaigns, building of their new website, new database & Reporting
- Service Now helpdesk ITSM
- Kanban & scrum, Agile project methods stakeholder reporting
- Advised clients on technologies, process improvement to reduce costs and service roll became
Chief of Staff
Garmin International
Global, Global
04.2013 - 05.2015
- Chief of staff managing a team of fifty-four crew on an 80-foot maxi yacht sponsored by Garmin
- Competing in a global yacht race against twelve identical 80-ft yachts around the world.
- Visiting over fifteen countries, including competing in the Sydney Hobart race.
- I was a full-time all round the world crew member as well as appointment as Chief of Staff
- Port stopovers change crew, and manage the crew budget for the procurement of food and equipment.
IT Service Delivery & Project Manager
3D Networks
03.2012 - 03.2013
- Telecom Migration project for Queensland Transport transition from Optus to Telstra TIPT
- Prince 2 and agile Project Methodologies and ITIL processes, Service Now Helpdesk
- Scoping projects, Risk assessment, Quality, Incident Problem & Change Management, Procurement & Budget
- Stakeholder Management
IT Service Delivery & Project Manager
TSWG
02.2011 - 03.2012
- Manage the IT Service Delivery teams
- Managing a technical refresh project/office relocation
- Coordinated the Installation of the new server room and Office installation for 35-40 staff
- Staff, Training, mentoring staff, setting KPIs
- Installed ITSM Service Now, ITIL infrastructure
- Incident & Problem management projects completion into BAU Using Agile, scrum and Kanban
- Stakeholder statistical progress reports including budget reviews and procurement management
Senior IT Manager
Hamilton Island Enterprises
Whitsundays' , Qld
07.2010 - 02.2011
- Managing a team of 12 ICT engineer’s suppliers’ external contractors and support staff
- Consulting with stakeholders, managers, and external suppliers
- Managing budgets and procurement, Build a new ITIL Infrastructure update SharePoint documents
- Managing HR including recruitment, staff training technical writing procedural documents
- Cyclone Yasi forced redundancies on the island, I moved back to Brisbane
Senior IT Manager
Mackay Regional Council
05.2009 - 06.2010
- Technical & IT Manager of support engineers and projects over 3 levels (12-month Maternity cover)
- Guiding teams to work to SLA’s
- Supply statistical reports for management Via Service Now
- Setting teams and individual KPI’s and improving service to the business and users
- Procurement and controlling my department’s project and BAU budgets
- Mackay Regional council sponsored me for residency achieved Citizenship within first 2 months
Senior 3rd Level Network Engineer/Project TL & SME
IBM-Sydney
04.2007 - 05.2009
- Managed network and systems support for IBM Australasia and New Zealand.
- Promoted to Team Leader and SME.
- I worked on multiple levels of client projects, plus I was on call 24/7.
- Clients: AGL, Goodman Fielder, American Express, NAB, MLC, and Westpac Bank.
- Using Microsoft Dynamics CRM, Prince2, and Scrum.
- I was on a 4-year 457 work visa.
IT Network Engineer/Admin Project Roles
American Express UK
11.1998 - 04.2007
- Emigrated to Australia in 2007. After eight years of retraining in IT to satisfy AUS DIMA requirements for a work visa.
- American Express gave me a great start in IT.
- Experience in LAN, WAN and wireless networks Novell and Microsoft, Lotus notes, Groupwise email and Deployment of VoIP (Voice over IP) solutions.
Skills
- Incident & Problem management
- Service delivery management
- IT project management
- Process improvement
- Stakeholder management
- Risk assessment
- Agile methodologies
- Communication skills
- Employee training
- Data analysis
- Business intelligence analysis
- Project management
- Performance optimization
- Collaborative planning
- Operational Implementation Coordination
- Programming documentation
- IT project coordination
Certification
Professional Certified Training: Microsoft Certified Computer courses previously studied.
· Microsoft windows server 2003(2274b) Microsoft Operations Manager 2005. (2287a)
· Managing Microsoft System Management Server (SMS) 2003. (2596B)
· Implementing and managing Exchange Server 2003. (2400B)
· Microsoft 2003 Active directory Microsoft Infrastructure. (2279b)
· Microsoft Windows 2000 Server,
· Windows 2000 Network, MS Project 2000 and 2010.
· Microsoft Office Certified applications courses to advanced level, Word, Access, Excel, PowerPoint. Publisher, Teams and Zoom - Microsoft Power BI Intermediate and Power Apps Beginner. Sept 2022
Additional Professional IT Training
· Hardcat June 2012, UNIX, Red Hat Linux, Cisco and IP telephony CIPT, TIPT Telstra IP Telephony
· Netware 6.5 upgrade, GroupWise administration, TCP/IP. ITIL V3 Foundation (2010/11), AMP Introduction to Project Management (2010) Prince 2 Project Management Completed (Dec 201) CRM Microsoft Dynamics (2011), ITSM Service Now,
Affiliations
- Ex Hockey Player &Global Yacht racer. I keep very fit and live a healthy outdoor lifestyle with my Border collie dog.
- Socialize with friends and attend live concerts and sporting events
- Extremely well traveled to most countries around the world
Languages
English
Professional
Websites
References
References available upon request.
Timeline
Logistics Fleet Management
Splend.
02.2024 - 08.2024
OIC Officer in Charge
AEC Federal Government
10.2023 - 12.2023
IT Service Delivery Manager
ASG/ NRI
05.2022 - 09.2022
Agile Project Delivery Officer
AEC Federal Government
03.2022 - 05.2022
IT Digital Project Officer
Federal Government
01.2021 - 02.2022
NBN Service Delivery & Project Account Manager
Telstra
03.2020 - 11.2020
Service Delivery & Project Manager
GS Contractor
08.2015 - 03.2020
Chief of Staff
Garmin International
04.2013 - 05.2015
IT Service Delivery & Project Manager
3D Networks
03.2012 - 03.2013
IT Service Delivery & Project Manager
TSWG
02.2011 - 03.2012
Senior IT Manager
Hamilton Island Enterprises
07.2010 - 02.2011
Senior IT Manager
Mackay Regional Council
05.2009 - 06.2010
Senior 3rd Level Network Engineer/Project TL & SME
IBM-Sydney
04.2007 - 05.2009
IT Network Engineer/Admin Project Roles
American Express UK
11.1998 - 04.2007
Professional Certified Training: Microsoft Certified Computer courses previously studied.
· Microsoft windows server 2003(2274b) Microsoft Operations Manager 2005. (2287a)
· Managing Microsoft System Management Server (SMS) 2003. (2596B)
· Implementing and managing Exchange Server 2003. (2400B)
· Microsoft 2003 Active directory Microsoft Infrastructure. (2279b)
· Microsoft Windows 2000 Server,
· Windows 2000 Network, MS Project 2000 and 2010.
· Microsoft Office Certified applications courses to advanced level, Word, Access, Excel, PowerPoint. Publisher, Teams and Zoom - Microsoft Power BI Intermediate and Power Apps Beginner. Sept 2022
Additional Professional IT Training
· Hardcat June 2012, UNIX, Red Hat Linux, Cisco and IP telephony CIPT, TIPT Telstra IP Telephony
· Netware 6.5 upgrade, GroupWise administration, TCP/IP. ITIL V3 Foundation (2010/11), AMP Introduction to Project Management (2010) Prince 2 Project Management Completed (Dec 201) CRM Microsoft Dynamics (2011), ITSM Service Now,
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