Luke Curtis luke.curtis@exemail.com.au 0404 873 940

Personal Resume -Luke CurtisPERSONALDETAILS

Address 54 Orient Ave, Mitcham VIC 3132Mobile 0404 873 940Email address luke.curtis@exemail.com.auLinkedIn https://au.linkedin.com/in/lukecurtis1

CAREERSUMMARY

I am an experienced (15+ years) Account Manager/Service Delivery Manager and former Technical Engineer in the ICT industry specializing in maintaining and building relationships in a client facing role from call centre staff through to Executive and C-level management

I provide excellent Account Management, Service Delivery and Team Leadership via ICT interpretation to customers and colleagues and enjoy passing on knowledge and guidance to them both via skill sharing or hands on support.

Working for both large and small organizations has allowed me to apply my skills in several ICT disciplines as I have performed and gained experience in the following skill sets:

Account Management Service Delivery & Escalation Vendor Engagement/Management Recruitment Team Leadership Project Management Disaster Recovery/Business Continuity Hands on L1,2 & 3 IT Support Budgeting (CAPEX/OPEX budgeting) Asset Management Performance Reporting Change Management/Test and Release (end to end) Procurement ICT Consultancy

CAREER SNAPSHOT

Sep 2008 – Apr 2015

Client Executive/Account Manager, Armada Solutions - Out Sourced ICT Services Provider

Jan 2006 – Sep 2008

Technical Delivery Manager, Australian Administration Services (AAS - Link Group) - Out Sourced Superannuation Administration and ICT Services Provider

Feb 2002 – Jan 2006

Technical Delivery Manager, KAZ Technology Services – Out

1 | P a g e

Luke Curtis luke.curtis@exemail.com.au 0404 873 940

Sourced ICT Services Provider

Feb 2000 – Feb 2002

Network Administrator, KAZ Technology Services – ICT Services Provider

PROFESSIONALEXPERIENCE

Client ExecutiveArmada Solutions(Out Sourced ICT Service Provider)

Sep 2008 – Apr 2015

ResponsibilitiesReporting to the COO and part of the Senior Executive, I managed thedelivery of ICT Services provided by 10 staff to 5 Superannuation clients who managed a combined total of $55 Billion in Funds Under Management

Duties: Account Manage supply of out sourced ICT Services Recruitment to resource Services supplied Service Delivery Management & Escalation Vendor Management Direct L1,2 & 3 IT Support as needed (or assist colleagues) Change Management Project Management Delivery Reporting Procurement & Purchasing Budget Preparation DR & BCP IT Consultancy

Achievements On boarded five clients that delivered $50k per month in

guaranteed Managed Services contracts Reduced paper use at three Clients by implementing Online

Board Papers for the Directors of each Client. This also reduced the manual time and input from internal staff who had to compile the paper versions of Board Papers

Eliminated duplicate hardware and software as part of a merger process between two Clients in which I was responsible for data and hardware integration of both companies (one was a client, one was not)

Reduced Telephony costs by successfully migrating a company’s phone system to IP Telephony, reducing multiple third party costs to one singular cost, achieved by managing all external parties to complete the project and deploying systems to be managed by one third party

Increased a Clients customer base satisfaction levels by managing a project that saw their outsourced Call Centre brought in house from a start-up position. Multiple vendors were involved with the project delivered on time

2 | P a g e

Luke Curtis luke.curtis@exemail.com.au 0404 873 940

Technical Delivery Manager

Australian Administration

Services (AAS – Link Group)

Jan 2006 –Sep 2008

ResponsibilitiesReporting to the Head of IT and part of the Senior Management Group of Information Technology I managed the delivery of ICT Services provided bya third party ICT Service provider to 5 Superannuation clients who managed a combined total of $30 Billion in Funds Under Management

Duties: Account Manage supply of both internal and out sourced ICT

Services Recruitment to fulfil resourcing to the above services Service Delivery Management & Escalation Vendor Management Change Management Project Management Delivery Reporting Procurement & Purchasing Budget Preparation DR & BCP IT Consultancy

Achievements Maintained systems up time during transition of several Clients

to new outsourced IT Service provider. Transitions was based on my recommendation and all clients are to this day into a six year plus relationship with the recommended provider

Managed the national expansion of a Client ICT infrastructure from a single Melbourne based office to add seven additional offices in all major cities to increase their capabilities to services their clientele locally

As an on seller, negotiated robust SLA’s beneficial to all three parties – supplier, on seller and client - after dissatisfaction of services had been expressed post the takeover of the supplier by a large national company

Technical Delivery Manager

KAZ Technology Services (Now

FUJITSU)Feb 2002 – Jan 2006

ResponsibilitiesReporting to the Head of IT and part of the Senior Management Group of Information Technology I managed the delivery of ICT Services provided to 5 Superannuation clients who managed a combined total of $25 Billion in Funds Under Management

Duties Service Delivery Management & Escalation Account Manage supply of out sourced ICT Services Change Management Project Management Delivery Reporting Procurement & Purchasing Budget Preparation DR & BCP IT Consultancy Hands on IT Support (as required)

3 | P a g e

Luke Curtis luke.curtis@exemail.com.au 0404 873 940

Achievements Managed the move of two clients from inner suburban locations

to new CBD based premises. Responsible for the relocation of IT infrastructure including communications, backend and end user hardware all with a two day window to of acceptable business down time

Implemented Standard Operating Systems (SOE) to all clients who until this time had been building server and desktop hardware on a manual ad hoc basis. This created a more secure, standard environment and reduced deployment time for new hardware and rebuilds

Network Administrator

KAZ Technology Services (Now

FUJITSU)Feb 2000 – Feb 2002

ResponsibilitiesReporting to the Supervisor of an onsite team of 10 outsourced ICT support staff servicing the largest Administrator (2000 staff) of Industry Superannuation Funds

Duties: IT Support Technician Service Desk Backend Network Administration Service Delivery Management & Escalation

Achievements Changed a manual data entry process to electronic upload via

mapping fields to supplied Excel superannuation contribution returns to the in house data base housing member account records. The Clients team responsible for the data entry reduced input times, in some cases, from five days to one day

Entrusted to personally look after the C Level Management of our Clients customers due to demonstrated work ethic and personal skills

EDUCATION College of Adult Learning (Current) St Leos CBC Box Hill Box Hill Institute (TAFE) – Computer Certification

ACCREDITATIONS Dual Diploma of Leadership and Project Management (Current)

Certificate in Computing ITIL V3 Foundations In House Management Training

IT PROFICIENCY Microsoft Office – Advanced Windows 7/8 – Advanced Windows Server 2008/12 – Intermediate Windows Hyper-V –Intermediate Sound Knowledge of Networking LAN/WAN

4 | P a g e

Luke Curtis luke.curtis@exemail.com.au 0404 873 940

Cloud Services ITIL Methodologies

REFEREES(FURTHER CONTACT DETAILS PROVIDED ON REQUEST)

1. Brett Gigante – 0414 400 029Managing Director/Solutions Architect, Armada Solutions

2. Frank Sandy - (03) 9635 5956Chief Financial Officer, TWUSUPER

3. Bernard Weekes – 0416 036 466General Manager (Recently Retired), CareSuper

5 | P a g e