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Brian McAlpine

Senior Network Lead - Telstra

I am a driven individual who is successful in building and motivating dynamic teams. My "outside the box" approach is crucial in the guidance and direction I provide to develop and deliver on business strategies, to achieve the right outcome for the business and customers.

Work experience

2018current

Senior Network Lead

Telstra

Managing a team of 11 direct reports who provide lean operational support for media based applications which have high visibility for our customers, including Telstra Box Office, AFL, NRL, Netball and MyFootball, as well as our cloud platforms for customers.

Achievements:

  • Defined support process with engineering for T22 initiative NFVi
  • Transitioned non-consenting cloud customer support into the Media Applications team with cloud training program.
  • Removed approx. one million unnecessary alarms in cloud monitoring in 3 months.
  • Implemented phase one of cloud customer impact list for major incidents.
  • Increased cloud response times to 97%
  • Drastically decreased cloud restore times.
  • Drastically increased First in Fix.
  • Reduced cloud backlog to near zero in 3 months.
  • Defined the design of the Virtual Operator.
  • Maintain near zero backlog consistently.
  • Implemented sentiment Twitter monitoring of Telstra for Major Incident Management
  • Delivered initiative to streamline live event communications through the Virtual Operator, reducing CONEN notifications to a maximum of two minutes.
  • Ride-on with MiM providing a greater understanding of operations end to end.

Responsibilities include:

  • Manage onshore team 
  • Manage the cloud offshore team
  • Manage staff roster
  • Maintain focus on Lean, HCD, Agile and DevOps within the team and stakeholders within the business.
  • Liaise with Engineering teams, vendors and stakeholders
  • Manage incidents, with involvement in technical and major incident bridges
  • Manage team budget for overtime and staff expenses
  • Review tools and monitoring solutions for the team
  • Introduce new monitoring solutions
  • Define customer improvement programs
  • Define business improvement initiatives
  • Introduce First in Fix improvement plan
  • Reporting, including the use of tools Tableau, Pablo and OneCM
  • Review changes for TRB
20182018

Media Squad Lead - Media Applications

Telstra

Managing a team of 13 direct reports who provide incident management and problem management support for media based applications which have high visibility for our customers, including BigPond Movies, AFL, NRL, Netball and MyFootbsll

Achievements:

  • 90% reduction of incidents and long tails
  • Redefined the way problem management is prioritised
  • Achieved consistent compliant metrics in problem management with proven results from a reduction of reoccurring incidents.
  • Maintain near zero backlog consistently
  • Improved staff morale and engagement
  • Introduced staff up skill program
  • Improved KPI results
  • Delivered DevOps model in conjunction with Media Engineering.
  • Operations team inclusive of feature teams in Media Engineering.
  • Implemented Social Media sentiment monitoring for live events

Responsibilities include:

  • Manage onshore team 
  • Manage staff roster with MS Teams
  • Run weekly team meetings for CMDA group
  • Coach Engineering teams on DevOps, HCD, communications and operations end to end.
  • Manage incidents, with involvement in technical and major incident bridges
  • Manage team budget for overtime and staff expenses
  • Review tools and monitoring solutions for the team
  • Introduce new monitoring solutions
  • Provide COO items
  • Liaise with SDM's to develop Customer Improvement Programs
  • Liaise with vendors, including AFL, Champion Data and AWS 
  • Introduce team BC and DR testing relocation plan. 
  • Introduce First in Fix improvement plan
  • Reporting, including the use of tools Tableau, Pablo and OneCM
  • Review changes for TRB
20172018

Senior Network Lead - Media and Digital

Telstra

Managing a team of 12 direct reports who provide support for high visibility and high impact products for our customers, including BigPond Movies, BigPond email, AFL, NRL, Netball and MyAccount.

Achievements:

  • Received CSO MVP, CSO Director, GMD Engineering, CEO Annual and EXCELERATE 2017 awards
  • 90% reduction of incidents and long tails
  • Driving Back to Zero NAR initiative
  • Improved staff morale and engagement
  • Introduced staff up skill program
  • Working with GM of CMDA on TSO revenue initiative
  • Improved KPI results
  • Resolved TIO complaints
  • Drive improvements with PSO for products
  • Implemented Splunk monitoring
  • Attending the pilot program for KT Metafix for the consumer email platform.

Responsibilities include:

  • Manage onshore team 
  • Manage staff roster
  • Run weekly team meetings for CMDA group
  • Liaise with PSO and Engineering teams
  • Manage incidents, with involvement in technical and major incident bridges
  • Manage team budget for overtime and staff expenses
  • Review tools and monitoring solutions for the team
  • Introduce new monitoring solutions
  • Provide COO items
  • Liaise with SDM's to develop Customer Improvement Programs
  • Liaise with vendors, including AFL, Champion Data and AWS 
  • Introduce team BC and DR testing relocation plan. 
  • Introduce First in Fix improvement plan
  • Reporting, including the use of tools Tableau, Pablo and OneCM
  • Review changes for TRB
20162017

Acting General Manager - CMDA

Telstra

Six week secondment plus adhoc engagements to manage the operations of the Level 2 CMDA group.

 

Responsibilities include:

  • Manage seven direct reports
  • Budget Management
  • Coordinate improvement initiatives with PSO
  • Manage team KPIs
  • Provide COO items
  • Run fortnightly CMDA team briefs
20162016

Network Manager - Cloud & ASIT

Telstra

Managing Level 2 onshore and offshore teams with 16 direct and 49 indirect reports. Supporting over 700 internal Telstra applications and customer cloud infrastructure

Achievements:

  • Introduced a cloud technology up skill program
  • Improved First in Fix ability for the team
  • Improved staff morale and engagement
  • Met and improved KPI results 
  • Reduction in noisy alarms
  • Working with GM of CMDA on TSO revenue initiative

Responsibilities include:

  • Manage teams onshore and offshore
  • Managed integration team
  • Manage staff roster
  • Run weekly team meetings for CMDA group
  • Liaise with PSO and Engineering teams
  • Manage incidents, with involvement in technical and major incident bridges
  • Manage team budget for overtime and staff expenses
  • Review tools and monitoring solutions for the team
  • Provide COO items
  • Liaise with SDM's to develop Customer Improvement Programs
  • Liaise with vendors, including Cisco, Microsoft, EMC and VMWare
  • Introduce team BC and DR testing relocation plan. 
  • Introduce First in Fix improvement plan
  • Reporting, including the use of tools Tableau, Pablo and OneCM
  • Participated in Back to Basics initiative for CMDA
  • Review policy and procedures for Incident Management
20132016

Cloud and IT Services Manager

Fasttrack Recruitment Software

Established in 1992, FastTrack is one of the largest providers of end to end software to the recruitment industry globally.

Achievements:

  • Designed and built a cost effective cloud solution globally available to clients with high availability and multiple geo redundancy points.
  • Creation of disaster recovery and business continuity processes and procedures. 
  • Involvement in creation of processes and security policies for ISO 27001.
  • Turned IT into a lean, efficient and cost effective department.
  • Rollout of Salesforce CRM and customer incident management for the business.
  • Implemented ITIL process and ticketing software with real time cloud server monitoring.
  • Created and Implemented a change management process and approval workflow for all infrastructure and cloud related changes.
  • Member of the Cloud Committee, Change Management Board and BC/DR Committee

Responsibilities include:

  • Manage an internal team of three, leveraging support and development teams, plus manage vendors to ensure Internal IT and cloud is delivered and streamlined efficiently and effectively, while defining and maintaining SLA agreements.
  • Lead DevOps to automate deployments and changes enabling 24 hour
    deployments to occur in 10 minutes.
  • Work closely with Product and Development Teams in a feature and squad
    team structure.
  • Work closely with other internal teams to project future design changes and requirements for hosting of the cloud and internal infrastructure requirements.
  • Vendor management, procurement and contract negotiations.
  • Manage IT budget and expenses.
  • Define IT Strategy and planning.
  • Implement core business solutions.
  • Develop and maintain disaster recovery strategy plan and processes
  • Implement monitoring, support and RACI matrix for the cloud infrastructure.
  • Streamline and decrease cloud delivery times through CI/CD
  • Maintain security of the cloud and internal infrastructure
  • Manage cloud and internal network infrastructure
  • Report to the Board for all cloud and IT matters of topic

20052008

Network Administrator/Senior Desktop Support

MacPherson + kelley lawyers

Established in 1905, M+K have 300+ staff over four offices nationally, covering a range of legal services across commercial law, tax advisory, property law, litigation, employment law and intellectual property.

Responsibilities included: 

  • Maintained network infrastructure
  • Maintained workstations and SOE deployments
  • Provided Level 1/2/3 support
  • Built/administered/maintained Servers
  • Software installation/upgrades
  • Maintained internet and security
  • Manage Exchange servers
  • User accounts administration
  • Provided training to staff
  • Provided recommendations to the business
  • Maintained BlackBerry server
  • Database administration
  • Website development
  • Maintained PABX and swipe card security systems
20022005

Network Administrator

William angliss institute of tafe

William Angliss Institute of TAFE delivers a range of hospitality and tourism courses to thousands of students.

Responsibilities

  • Maintained approx. 1200 workstations
  • Provided level 1/2/3 support for network, staff and students
  • Built/Administered/Maintained approx. 50 servers 
  • Managed software upgrade and installations
  • Maintained Internet and security
  • Maintained Microsoft Exchange servers
  • Maintained network infrastructure
  • Set up routers, switches, firewalls and wireless networks
  • Administered user accounts
  • Provided staff training
  • Database administration
  • Implemented VoIP phone system (first company in Australia to implement)
  • Product research, planning and vendor management
20092013

Infrastructure Manger

Fasttrack recruitment software

In November 2008, I was approached by FastTrack to join their IT team.

Achievements:

  • Reduced running costs in excess of six figures pa.
  • Streamlined the IT infrastructure from bulky, expensive physical hardware into a complete virtual private cloud environment.
  • Defined IT disaster recovery plan
  • Defined IT strategy for the growth of the business
  • Implemented a cloud CRM system, cloud phone, video conferencing and private cloud solution. 
  • Completely rebuilt and refreshed the infrastructure which now runs on the latest version of Microsoft products (Server, Active Directory, Exchange, SQL, Sharepoint, OS, Office etc) 

Responsibilities included:

  • Managing network infrastructure
  • Manage IT budgets
  • Develop vendor relationships and manage vendor contracts
  • Provide technical expertise and industry knowledge to support sales and marketing efforts
  • Provide strategic recommendations to the business
  • Investigate new technologies to benefit the business
  • Build virtualised development and test environments
  • Provide Level 1/2/3 support
  • Review hardware, software and technology applications
  • Provide technical consulting to our clients
  • And much more
20012001

Network Manager - Traineeship

William angliss institute of tafe

Completed a Certificate IV in Network Management, with placement at William Angliss.

Responsibilities

  • Maintain approx. 900 workstations
  • Build and maintain servers
  • Perform software installation and upgrades
  • Provide software and hardware support for staff and students
  • Maintained network, internet and security

Education & Training

20172017

Effective Business Writing

Black Isle
20162016

Strategy in Action Practitioner Program

Telstra
20162016

Commercial Acumen Practitioner Program

Telstra
20142014

Administration Essentials for New Admins (Professional Edition) (ADM202)

Salesforce
20032003

CCNA

Box Hill Institute
20012001

Certificate IV - Network Management

Inner eastern group training
19982000

Bachelor of Education/Bachelor of Applied Science - Information Management and Mathematics

Deakin university

Completed 3 years of study before deferring and changing into an IT direction.

19961997

VCE

Hampton park secondary college

Skills

Microsoft operating systems - server 2003-2016, windows xp-10

Including skills around DNS, IIS, AD, DHCP, Load balancing, Remote Desktop Services and much more

Microsoft software solutions

Including, Sharepoint, Exchange, Threat Management Gateway, SQL Server, Office, Team Foundation Server, Visual Studio and others

Cloud software

Hyper-V, VMWare, Citrix, Office365, Microsoft Azure, Amazon Web Services, Akamai solutions, Microsoft InTune, Microsoft System Center, PowerApps, Salesforce, Iaas, PaaS, SaaS, and others

Infrastructure

Load balancing, redundancy, networking, routing, switching, firewalls, security, storage and hardware components

References

References are provided on request.