Terry brings to ITeam 35 years of experience in IT Service Management, Operations and Training, and a wealth of knowledge on Windows Operating Systems, PC and Network architectures. Previous roles include Computer Operator, Service Desk Technician, Major Incident Manager, Service Desk Manager, and Service Manager.
Over his career, Terry gained experience across various industries, including Facilities Management, Telecommunications, Cargo Container Shipping, Media, Construction, Mortgage Insurance, Environmental Services, and Food Manufacturing.
During this time, Terry has delivered many critical projects, including Citrix Virtual Desktop Infrastructure that enabled mobility solutions. Cisco Unified Communications integrated voice, video, data, and mobility products and applications to allow more effective, secure communications that transform the way clients communicate. Telstra Genesys cloud-based contact centre delivering improved user experiences.
Terry knows that success in Operations and Project Delivery stem from great staff using proven frameworks and processes. As a proponent of ITIL v3 and Prince2, he adopts these practices to ensure his team delivery on the customer requirements. In addition, a thorough understanding of Incident and Problem Management processes and systems, including Service Now, Remedy ARS, CA USD, HP Openview and Quantum, ensure that when incidents do occur, we resolve them quickly, and we identify the root cause.
The day-to-day challenge of running the service desk excite Terry as well as solving problems, delivering outstanding customer service, and finding clever and efficient solutions for customers. A successful IT Service Team allows customers to focus on their business and customer in the knowledge they can rely on their IT systems to operate seamlessly.
Terry believes the ITeam difference comes from a professional team and colleagues with an attention to detail and dedication to achieve our customer’s outcomes.