Service Management consultant with experience in all the IT Service Management disciplines. All stages in service management development, implementation and maintenance. Demonstrated the ability to create and deliver solutions that meet customer’s business requirements. An effective communicator, able to draw upon my experience as an instructional designer to define and develop processes, procedures and work instructions. Able to explain complex processes in easy to understand terms for customers and end users. Professional Development Courses: Advanced Diploma of Engineering (Computer Systems) Associate Diploma of Engineering (Electronic Systems) Certificate IV Assessment and Workplace Training Advanced Certificate in Vocational Training Systems Computing Courses: Certificate Microsoft Service Manager Technical Readiness Implementing and Maintaining SQL2008 Integration Services Implementing a Database on Microsoft SQL Server SQL 2005 Reporting Services Crystal Reports – Advanced Report Design Developing Web Applications using MS Visual Studio .Net Introduction to VB.Net Programming IT Service Management Administration

Senior Consultant @ Job Purpose • Analyse and document the business requirements of clients to identify / address business problems / issues and propose solutions. • Configure and implement service management solutions based on functional and technical specifications. • Provide system related support to clients, including change requests, issue resolution and advise on systems changes in order to meet the future demands of their business. Key Accountabilities • Technical - Implement, configure and install Service Management Solutions - Provideee Technical Support - Data Migration, technical Troubleshooting and issue resolution - Liasing with product vendors to build and maintain knowledge and to escalate product issues • Gathering Requirements - Work with client to ensure requirements are understood, documentted aand achieve their key drivers and outcomes. - Gather all business requirements using the most appropriate method and clarify all ambiguities, tracking all issues. - Provide a holistic view of potential impacts between projects. • Project Management - Provide Project Management support as required on projects / work packages. • Consulting - Train client stakeholders and end users. - Conduct training workshops. - Provide expertis and consulting advise to customers. - Meet expectations for personal utilization. From April 2013 to Present (2 years 9 months) Brisbane, AustraliaSenior Consultant @ • Provide customised, business-focused consulting and strategy development assistance to clients. • Manage client engagements including project scoping, business requirements gathering, workshop planning, meeting preparation and the development and delivery of presentations for engagement deliverables. • Develop, design, implement high quality business solutions that meet client business requirements, on time and on budget. • Develop and deliver training for client engagements. • Prove a willingness to commit the additional time and effort necessary during periods of heavy workload to meet engagement milestones and implementation deadlines. From April 2009 to April 2013 (4 years 1 month) Software Application Developer @ • Perfom day-to-day administration, monitoring and support of engineering business systems and serve as a focal point for users of business support activities. • Provide outstanding engineering business systems support to key stakeholders, ensuring the development and maintenance of these customer relationships. • Analyse, understand, document and communicate user requirements and processes through the development of high quality documentation. • Provide end-to-end coordination of user requirements through effective planning and implementation. • Develop, deploy and maintain software using the Software Development Life Cycle (SDLC). • Assist training specialists with the development and delivery of engineering business systems training by providing subject matter expertise. From April 2008 to April 2009 (1 year 1 month) Systems Support Specialist @ • Co-ordinate the installation, customisation and management of Corporate IT Asset Management, IT Service Management, Online Help and Knowledge Base facilities. • Monitor the availibility and performance of Corporate IT Asset Management, IT Service Management, Online Help and Knowledge base facilities and tune to ensure performance objectives and service level agreements. • Inplement backup, recovery, data security procedures and strategies. • Develop, generate and report on statistical and trending data to provide information to internal QR customers, external service providers, Divisional ISD Management and the Chief Information officer. • Undertake the evaluation of upgrades to Corporate IT Asset Management, IT Service Management, Online Help and Knowledge Base facilities. • Identify and analyse the business needs of customers and implement within Corporate IT Asset Management, IT Service Management, Online Help and Knowledge Base facilities. • Contribute to the development of effective processes within the Corporate IT Asset Management, IT Service Management, Online Help and Knowledge Base facilities. • Develop and Conduct training sessions on the use of Corporate IT Asset Management, IT Service Management, Online Help and Knowledge Base From July 2001 to April 2008 (6 years 10 months) Brisbane, AustraliaSenior Helpdesk Officer @ • Attend to unresolved problems escalated from the Help Desk • Identify potential information technology problem areas and take necessary remedial action. • Act as a reference point for the Help Desk staff and provide assistance and guidance on IT related problems • Maintain a professional level of knowledge of IT technologies. • Liaise with second/third level support areas and escalate customer calls as necessary to receive resolution. • Apply the principles of continuous quality improvement to daily operations • Provide coaching and mentoring to Help Desk staff to improve employee performance From August 2000 to July 2001 (1 year) Help Desk Consultant @ • Ensure rapid response, problem analysis and resolution of customers IT related calls • Accurately record, interpret, categorize and transpose customer information into the HEAT database system. • Identify, analyse and resolve customer IT problems using current IT Help Desk tools and procedures. • Accurately direct unresolved IT calls to the appropriate 2nd/3rd level support area. From July 1999 to August 2000 (1 year 2 months) Brisbane, AustraliaChief Avionics Training Instructor @ • Supervise, manage and monitor training staff (12 members) • Co-ordinate management of all Avionics technical training • Identify training deficiences • Manage the development and amendment of training courses • Prepare staff rosters, and technical reports for senior management • Perform staff counseling, training of staff and delegate staff duties From January 1998 to July 1999 (1 year 7 months) Multimedia Programmer @ • Program user interactions, animation’s and simulations within Computer Based Training (CBT) lessons OOP languages • Develop software libraries for common authoring functions. • Develop, test and debug Computer Based Training lessons. • Assist users in day-to-day queries regarding the use of software applications and network operation. • Provide technical support for staff on Information Technology • Develop, program & maintain Microsoft Word templates/Macros. From January 1995 to January 1998 (3 years 1 month) Wagga Wagga, AustraliaTraining Designer @ • Research, develop, and author the Electronics component of the Avionics Technician Course. • Develop & compile student workbooks, instructor guides and practical workbooks designed to be fully self-contained, self-paced distance learning packages. • Develop and validate theory/practical examination specifications • Develop syllabus course terminal objectives (learning outcomes) and lesson objectives. From July 1993 to January 1995 (1 year 7 months) Wagga Wagga, AustraliaAvionics/Electronics Technican / Supervisor @ Supervisor Avionic Team staff Non Destructive Standards Maintenance Technician Electronics Workshop Technician From January 1979 to July 1993 (14 years 7 months)

Alan Sims is skilled in: Database Administration, IT Service Management, Application Support, Business Process Improvement, ITIL Certified, ITIL, Troubleshooting, Service Management, Requirements Analysis, SDLC, Technical Support, Project Management, Project Planning, Information Technology, Testing, Databases, CRM, Microsoft SQL Server