Linda Martin
Waikanae,WGN
Summary
Seasoned IT leader with a proven track record at Customs and the Department of Corrections, excelling in vendor and operations management. Skilled in financial oversight and contract negotiations, I've driven significant cost savings and efficiency improvements. Expert in service management and adept in fostering strong team communication.
Overview
38
38
years of professional experience
Work History
Tower Manager Business (Acting)
Customs
10.2021 - Current
- Leadership of Cybersecurity, Operations Centre and Business Support teams.
- Budget management & finance administration
- Software compliance and external audits
- Vendor Management and involvement with contract negotiations
Demand Manager, IS
Customs
06.2018 - 09.2021
- Responsible for right-sizing compute consumption, decommissioning redundant resources, seeking cost saving opportunities such as changing technologies and commercial agreements.
Production Support Advisor
Crown Law
09.2017 - 12.2017
- Reviewing vendor contracts and delivery of services, performing assurance activities around SLA compliance and invoicing, identifying cost savings and providing advice and recommendations towards implementation of a new operating model
IT Services Manager
Department of Corrections
08.2010 - 10.2015
- Responsibility for the overall running of the Department of Corrections production environment – both Telecommunications and network infrastructure/platform (hardware, software and systems)
- Responsible for management and maintenance of a large outsourced environment, comprising of: Over 10,000 desktop devices across approximately 230 nationwide sites, 1,700 servers, 24 x 7 application availability, 3,000 android mobile phones
- Core applications include Offender Management System, SAP, Data Warehouse, EDRMS, Office applications, Internet connectivity and in-house developed applications
- Responsible for delivery of production support, infrastructure and telecommunications, via a combination of outsourcing contracts, AOG services and in-house support teams
- Responsible for an annual operational budget of $37 Million, $2 million CAPEX
- Manage supplier interfaces and contractual relationships for outsourced services
- Management, monitoring and reporting of performance of vendors against SLA’s
- Project Owner for numerous infrastructure projects
- Management of internal operational teams
- Responsible for Service Management (including Change, Release, Configuration, Asset, Incident and Problem Management)
- Ensuring that security standards and usage policies are adhered to and maintained at all times
- DR Testing of core systems
- Procurement and maintenance for all IT related software and hardware
- On boarding of new services and systems, ensuring that they are right fit for our user base, adhere to security standards and are supportable
- Providing forensic services for IT related user activity (to support HR investigations)
- Providing reporting for executive team, Treasury, Select Committee, Audit NZ and Official Information Act questions
Production & Technical Support Manager
Department of Corrections
07.2005 - 08.2010
- Responsibility for the overall running of the Department of Corrections production environment – both Telecommunications and network infrastructure/platform (hardware, software and systems)
- Project to Migrate physical servers, storage and backups to Infrastructure as a Service
- Implemented Citrix Access Gateway and Bluecoat Appliances
- Implemented Pixalert, SiD Intelligence software, Prison Phone Monitoring System
Production Support Manager
Department of Corrections
07.2000 - 06.2005
- Responsibility for the overall running of the Department of Corrections production environment – both Telecommunications and network infrastructure/platform (hardware, software and systems)
- Major outsourcing transition for IT services from EDS to Wang, involving challenges such as aggressive timeframes, loss of IP, incomplete data upon handover and relocations of server infrastructure to new hosting facilities
- Conversion from Distributed Network to Citrix environment comprised of designing and implementing a Citrix farm (split across two physical locations), repackaging of all applications, physically re-imaging 3500 PC’s across over 200 locations and comprehensive user training
- Replacing PABX voice network with VOIP Replaced 50+ PABX systems with a converged VOIP network
Team Leader, Service Delivery
Department of Corrections
07.1999 - 06.2000
- Day-to-day management of the Service Delivery team, whose primary focus was to assess business requirements and find technical solutions, provisioning, procurement, change management, MAC requests and perform service management reporting
Service Delivery Co-ordinator
Department of Corrections
05.1999 - 07.1999
- Co-ordinate the user interface to Information Technology for operational Service Delivery
Client Services Manager
Cardinal Network
11.1990 - 05.1999
- Responsible for day to day service delivery management of a client base consisting of 17 clients with annual recurring revenues of 2.5 million
Technical Analyst
ICI New Zealand Ltd
07.1987 - 06.1990
- Responsibilities included LAN administration, user support & training, software evaluation, PC and phone installation work
Skills
- Vendor management
- Operations management
- Decision-making
- Financial management
- Contract management
- Verbal and written communication
- Staff management
- Service Management
Accomplishments
- Nationwide rollout of printing as a service, replacing 1,500 legacy printers and performing consolidation to achieve cost savings and introduce a robust charge back model
- Creation of a new desktop model based on staff requirements, which achieved just under $900k in outsourcing management costs per annum
- Outsourcing transition, migrating Boundary Management and Mobile Phones from Vodafone to Spark, and transitioning several in-house teams to the vendor
- Next Generation Desktop Upgrade to Office 2010
- Android Smartphone project – replacing Blackberry and mobile handsets with Samsung Galaxy’s and EMM management services
Summary - Skills
- Operations Management, 15 years
- Vendor Management, 15 years
- Contract Management & Procurement, 15 years
- Service Management, 25 years
- IT Technical Knowledge, 25 years
- Leadership, 16 years
Timeline
Tower Manager Business (Acting)
Customs
10.2021 - Current
Demand Manager, IS
Customs
06.2018 - 09.2021
Production Support Advisor
Crown Law
09.2017 - 12.2017
IT Services Manager
Department of Corrections
08.2010 - 10.2015
Production & Technical Support Manager
Department of Corrections
07.2005 - 08.2010
Production Support Manager
Department of Corrections
07.2000 - 06.2005
Team Leader, Service Delivery
Department of Corrections
07.1999 - 06.2000
Service Delivery Co-ordinator
Department of Corrections
05.1999 - 07.1999
Client Services Manager
Cardinal Network
11.1990 - 05.1999
Technical Analyst
ICI New Zealand Ltd
07.1987 - 06.1990