Michael Baldwin

Background

About Michael Baldwin

Customer Satisfaction • Design, Development and Deployment of MyIT Bars (corporate Apple Genius Bar) • Achieved >80% Customer Satisfaction in Bi-Annual Survey across all areas of responsibility • Achieved >95% Monthly SLA – Hardware for New Starters on First Day • Strategic Initiatives to meet business requirements across end user satisfaction survey • Business Process Improvement People Management • Achieved 86% Staff Engagement in latest survey for Management Behaviour • Extensive experience in leading and managing sizeable I.T. teams • Communication and inter-personal skills with all levels across whole of business • Multicultural Teams and dispersed resources (National, Regional and International) • Goal / Objective setting, Career Development and instilling customer focus orientation • Operational Excellence across all disciplines • Managed Services Partner / Vendor Management IT Management • Infrastructure Delivery and Support: • LAN, WAN, Windows Server, SOE’s, Windows, VMware, Security • Exchange, Internet & Intranet, Citrix, SQL, Video Conferencing • Computer Operations – 24 x 7 shift operations; • Service Desk incorporating Application Security and PABX support • In-house development and management of third party providers • Budget Management / Procurement • Outsourcing of End User Technology areas and mission critical platforms • Operational Maturity - SLAs, Incident, Problem, Change, Service Request and Capacity IT Service Continuity • Business Impact Analysis • Risk Management • Operational Vulnerability • IT Service Continuity Management Plans • Recovery Exercise Management • Post Mortem Analysis and Continuous Improvement Project Management • Disaster Recovery and Business Continuity Planning, IT Service Continuity • Data Centre Selection, Build, Relocation and Transition • Voice and Data Communications – Video Conferencing, WAN & Infrastructure Deployment