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Operations Support Manager @ From October 2015 to Present (2 months) Sydney Area, AustraliaService Delivery Manager @ As part of department consolidation the role of Service Delivery Manager, within Fairfax Digital, was transferred into Fairfax Media Ltd. The role and responsibilities remain mostly unchanged but on a much larger scale with the addition of being the primary developer of our new Enterprise ITSM tool, Service Now. Key achievements: During the project to consolidate a number of aging ITSM tools (x3 Service Desk, x3 Change Management and a CMDB) into one market leading cloud based solution,I was one of the leading influencers and decision makers,using my experiences garnered over the years (as a consumer of IT Services through to being in IT Management), to ultimately decide on Service Now. To date I have taken an already impressive, out of the box, Service Now offering and transformed it, using sources available from Service Now and within Fairfax Media Ltd, into a tool that is exceptional. By creating and implementing the Business Communications feature, Tech Team Notifications and HR Services applications, I have changed what was initially only seen as a Technology based solution into the Enterprise solution it is today. From August 2013 to October 2015 (2 years 3 months) Service Delivery Manager @ This role encompasses a number of responsibilities ranging from Incident Management, alerting and updating the business and key stakeholders about outages. Problem Management, gathering information and identifying trends and organizing sessions with the business to resolve the problem or to find a viable workaround. Change Management, managing the change process from Review through Approval, implementation and to the Evaluation and Closure phases. This role owns the Service Manager 7 software and provides end user training, implements improvements and fine tunes the software so it conforms to business requirements. Since April 2012 I have also taken on the role as the Release Manager for the Metro Media business. This role is responsible for coordinating resources across multiple teams, scheduling release dates, communicating to the business pre, during and post release to ensure stakeholders are aware of what is happening and conducting post release meetings. Key achievements: I have been able to master the software thus enabling customisation upon user request, and furthermore, facilitating me to offer assistance to Fairfax Media NZ staff thus resolving some of their issues and improving their customer's experience of the tool. After streamlining the Incident Report Creation process using the Service Manager 7 ITSM tool, I have considerably reduced the time required to produce reporting. I am very proud of doing all I could to expedite the rescheduling to during the week of the deployment of our major mastheads, (www.smh.com.au, www.theage.com.au, www.brisbanetimes.com.au, www.watoday.com.au, etc), as the release is now a non interruptive one which no longer creates a blackout of up to 2 hours. From January 2010 to August 2013 (3 years 8 months) IT Support Manager @ Whilst performing this role, I was responsible for the integration and streamlining of IT Support Services that were provided by the IT Help Desk and the Desktop Support team within the NSW and ACT region. This was achieved through integration, better understanding, and the implementation of some new as well as some existing processes which had been modified. Key achievements: Reduced absenteeism, team queues were reduced from 100’s to 10’s, First Level Resolutions rates increased, and Outage announcements via phone queues were streamlined and improved. From September 2008 to January 2010 (1 year 5 months) Desktop Support Team Leader @ This role encompassed managing a Desktop Support team whose responsibility was to support over 2000 users in a deadline-driven environment. The functions performed within this role range from and include: One-on-one support for all executive staff, creating, managing and deploying a Standard Operating Environment, creation and monitoring of process and procedural documentation and implementing and controlling a ‘One Way of Working’ approach. The role also involved participation in regular Group Infrastructure Support meetings which focus on improving services that are provided and in playing an active role in the Problem Management process. Key achievements: Identifying two major faults with the desktop hardware and managing a proactive field replacement involving 2000 computers across the Fairfax Group. Creating and managing a support team that is customer driven and provides a very high level of customer service to all users. From February 2002 to September 2008 (6 years 8 months) Traveller @ From August 2001 to December 2001 (5 months) GTB Desktop Support @ This position was responsible for providing Second Level technical support for 2000+ back office users. It covered a multitude of operating systems including Windows NT4, Windows 2000 and Novell. Both software and hardware related fixes being required with the utmost of speed and efficiency to achieve SLA targets. Tasks ranged from Data Management to User migrations, from IT Training to Project creation and implementation, aiming at being proactive in any IT solution which would save the business money and improve the users’ IT experience. Key achievements: Personal resolution rate of 60% of all transaction banking calls - total team of 4. Top resolution rate of all of non-trading teams in six months across Deutsche Bank London. Identified a major issue with a piece of software and as a result, due to my coordination with other IT teams within the bank, the issue was able to be resolved. From February 2001 to July 2001 (6 months) London, United KingdomTechnical Helpdesk @ This position was responsible for providing 1st level technical support for 10,000+ trading and back office users. First line problem resolution covering Windows NT, Lotus Notes, Enterprise Administrator, Novell Netware, MSOffice, Timbuktu, Reuters/Bloomberg, packaged network software installations and various bespoke banking applications. Responsibilities include: Training staff in Helpdesk procedures, co-ordinating Major Outages, maintaining Knowledge Base content, creation of technical crib sheets, development of the IT Helpdesk Inventory database and producing Remedy performance statistics through macros. Key achievements: Maximum jobs logged and resolved - total team of 15. From June 2000 to February 2001 (9 months) London, United KingdomTraveller @ From February 2000 to May 2000 (4 months) IT Technician @ The roles held from 1997 to 2000 included IT Technician and Team Leader (leading 4 resources) in a unit providing first and second level support for 1000+ users. As a team, we resolved calls for Win95, NT4, MS Office, in-house applications, MS Exchange, Internet/Intranet navigation software, telecom programming related fixes, cabling for both network and phones, and creation of medical databases (Access) for the deployment of troops to East Timor. Other duties included daily security-related network and application password resets and verification, roll outs of software site wide (NZDF is a Microsoft test site). Key achievements: Increased level of resources and support from Head Office through recognition of personal level of IT expertise and knowledge. From January 1991 to January 2000 (9 years 1 month)

Sixth Form Certificate, Economics, Legal Studies, Biology, and English. @ Fraser High School From 1986 to 1990 Gareth Bernie is skilled in: Requirements Analysis, Project Delivery, Stakeholder Management, Change Management, ITIL, IT Service Management, Integration, Project Management, Business Transformation, Business Process Improvement, Management, Training, Business Strategy, Incident Management, Enterprise Architecture