Curriculum Vitae

Tony CarterMob: 0408 48 1760Email: tony.carter@team.telstra.com tony.d.carter@bigpond.com

Infrastructure Manager 34 years banking and telecommunications operational and delivery IT experience across 3 large

organisations. Extensive knowledge and experience managing large scale project delivery for complex

operational environments. Delivered complex transition and transformation projects for end to end network delivery

incorporating unified communications, security and other best practices solutions within budget on-time to meet expectations of stakeholders and customers.

Managed large 7/24 operational teams as well as teams delivering major projects for tier 1 and tier 2 customers working with external vendors to achieve the contracted outcome.

Service management ITIL delivery especially capacity management reporting and analysis to achieve the service delivery ITIL requirements of the ITIL framework matrix.

Resource management experience managing a leveraged team of over 500 resources for end to end professional services from program management incorporating project managers, business analysists, project co-ordinators requiring architecture, design to technical implementation and activation.

Managed transition of off-shore resources for on-shore project delivery.

Education & Qualifications

2009 – ITIL Foundation CourseCitizenship Status: Australian - Federal Government Defence Security Clearance: Restricted

Career Summary

Employer Dates Role

Telstra December 2000 > Present

Resource Manager Qantas/Westpac Design & Implementation Team Manager Capacity Management Team Manager Major bid Operational & Technology Subject Matter Expert CBA Design Team Manager Major Projects Team Manager Major Projects Transition & transformation lead

Westpac July 1995 > December 2000 Network Implementation Manager Senior Network LAN Implementer Senior Cabling Infrastructure & 3rd Party Implementation Manager

NAB December 1980 > July 1995 Network Technician Network Operator Micr-Clearing Operational Manager

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EMPLOYMENT HISTORY

Period of Employment: December 2000 – Present

Employer: Telstra

Positions Held: August 2013 > Present Practices Business Optimisation Resource Manager.

September 2012 > August 2013 Network Applications & Services {NAS} Qantas & Westpac

Design & Implementation Manager.

NAS Capacity Management Team Manager

November 2011 > September 2012 NAS Enterprise Technical Solutions Services Technology and

Business Integration Manager

June 2009 > November 2011 Network Enterprise Services {NES} & NAS Defence Bid

technical lead subject matter expert providing Service Solution & Operational Support models.

NAS CBA Design Manager BAU & Enhanced

Telecommunications Program Transition & Transformation

June 2007 > June 2009 Customer Network Operations {CNO}/NES Network Manager

Qantas & Westpac

July 2005 > June 2007 CNO Major Projects Manager

December 2004 > July 2005 CNO Major Projects Technical Lead

June 2003 > December 2004 CNO Woolworths Transformation Network Lead

December 2002 > June 2003 Customer Care Woolworth Transition Lead {on-site customer

premises}

June 2001 > December 2002 Customer Care Westpac Transition & Transformation Network

lead

December 2000 > June 2001 Customer Care Westpac Implementation Manager

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Key Responsibilities

Resource Manager. Resource Management, Practices Business Optimisation >Role in Professional Services {up until November 2014}

Resource management for customers in NSW, Queensland & ACT including Transition & Transformation programs for effective resource utilisation to achieve revenue margins. Customers IBM/Synergy, Synergy T&T, Origin Energy, Qantas, Westpac, Westpac T&T & Government {Customs, Department of Human Services{DHS} & DHS T&T}.

Manage team utilisation to 85% for customer billable activities. Identify growth opportunities to expand team to meet demand.

Own resource growth/expansion process working with hiring managers and executive to achieve approval to proceed.

Deliver Professional Services revenue margin up to 35% by effectively identifying stakeholder demand, achieved by managing stakeholder relationship to understand pipelines and forecasts.

Own relationship with key external stakeholders including vendor agencies for

contractors and Sow engagement.

Contribute to Professional Services {PS} Net Promoter Score {NPS} score by effectively managing workforce to meet both stakeholder and end customer expectations.

Simplify engagement processes utilising tactical tools prior to introduction of new SAP application sales and resource management modules.

Define and implement a resource management team

Contribute to building off-shore capability

On-board integration of IBM’s Synergy business Project Weave re-org into Practices {November 2014 > present}

Support Engineering Practices for same deliverables as previous PS.

Manage SAP tool - Services-Plus MRS resource management modules.

Deliver enhanced reporting capability.

Leverage all technical resourcing across all engineering Practices to ensure business improvement savings for greater efficiencies.

Qantas & Westpac Design & Implementation Manager, Capacity Management Manager >

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Manager and own relationship with Westpac Customer Management Team {CMT} & Customer Delivery Unit {CDU}.

Lead and drive service improvement for all architectural/design & implementation deliverables.

Manage team Managers for communication & collaboration initiatives to provide a better Professional Services experience for internal and external Westpac customers.

Drive governance for ETSS on Westpac, engaging peers to provide best E2E solutioning while addressing all issues related to ETSS.

On-going management of Capacity Management team deliverables up until December staff migration.

Technology and Business Integration Manager >

Manage Capacity Management Analysis Team for Tier 1 customers CBA, Qantas, NAB & Westpac as well as Tier 2 customers Echo Entertainment, Medibank, Origin Energy, Tabcorp & VicRoads.

Manage Qantas & Westpac Technology Teams for Level 3 Operational Support and complex Network Implementation including new technology development initiatives.

Manage Design, Implementation & Operational support for Echo Entertainment & Woolworths.

22 direct reports including 2 Team Leaders

56 total FTE {Full time employee}

Defence Bid technical lead >

Seconded for Defence bid led out of Canberra.

Technical support SME for Service Solution and 7/24 Operational Support model.

Required to provide expertise and support for the Service Solution design and overall support structure assisting design & security to achieve a viable structure for Defence bid response.

Contributed to overall transition and transformation plans to identify cost effective model while addressing ITIL requirements for bid response.

CBA Design Manager >

Seconded to CBA Design team during ETP transition & transformation to ensure contracted deliverables met for agreed timelines to avoid non-delivery penalties.

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Required to manage design resources to meet contracted deliverables for the on-boarding

of CBA to Telstra.

Managed the on-going BAU commercial new business requirements for new revenue initiatives.

Network Manager North {Qantas & Westpac} >

Managed Qantas & Westpac Care Teams for 7/24 Operational Support & Implementation.

Required to meet day to day BAU activities for support and implementation as well as new revenue generating project requirements.

Integrate new technologies for agreed timelines working with all parties to achieve the required outcome.

New business lead for new technologies and new customer bids contributing to technical solutions while providing cost effective modelling to meet revenue targets.

4 Team Leaders

86 total FTE

Major Projects Manager >

Manage team of technical leads for Tier 1 accounts.

Lead technical implementation resources to ensure all commercial deliverables met within agreed timeframes.

Integrate new technologies and provide costing for Sales teams for development & testing, implementation and on-going support & lifecycle.

Primary role T&T programs and new technology integration for new & existing T1 customers.

Major Projects Technical Lead >

Technical lead for all Customer Care outsourced customers.

Provide operational handover to Customer Care Teams for on-going BAU activities.

Integrate new technologies working with all parties to achieve the agreed outcomes for customer base. Examples of these include Cisco WiFi, WAAS & Content Caching.

Primary role T&T programs for new customers. Woolworths Transformation Lead >

Lead implementation team for transformation of all Woolworths, Big W, Dan Murphy and Dick Smith Corporate and retail locations. Includes all testing, staging, asset management and deployment of all locations against agreed contracted timeline.

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Woolworth on-site Transition Lead >

Represented Telstra on Woolworth’s premises for transition activities. Key function was to identify key staff for transition into Telstra to enable smooth transition of key contract deliverables against contracted timeline.

Westpac Transition & Transformation lead >

Seconded to Advantra for T&T program of works.

Managed technical resources for transition activities into Telstra as well as leading technical implementation resources for all transformation activities. Includes all testing, staging, asset management and deployment of all Westpac Corporate & Branch locations against agreed contracted timeline.

Customer Care Westpac Implementation Manager >

Manage transitioned Westpac Implementation team for day to day BAU & project activities & deliverables. Includes all Corporate & Branch WAN & LAN activities.

Period of Employment: July 1995 – December 2000

Employer: Westpac

Positions: Network Implementation Manager – WAN/LAN deployment. Manage team resources for major project and day to day requirements.

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Senior Network Implementer LAN {3COM & CISCO networking solutions}. Major project implementation and integration i.e. Bank of Melbourne & Challenge Bank mergers.

Senior LAN Cabling & 3rd Party Implementation – Manage backbone and horizontal LAN cabling requirements for all Westpac Data Centre, Corporate & Branch {Twisted pair & Optical single & multimode fibres}. Serial cabling included.WAN liaison for managed services deployment managing Telstra & Optus.

Period of Employment: December 1980 – June 1995

Employer: NAB

Positions: Network Technician – IBM HostingNetwork Operator – Network Support

List of Achievements: Telstra Capacity Management >Successfully took fragmented design team resources and built new Capacity Management Analysis team for Telstra Tier 1 customers and some Tier 2 customers. Result benefit was removal of customer escalations, customer acknowledgement of “Value Add” service being achieved where in past expected metrics not met.

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Department of Defence > Contribution led to down select of Telstra bid for final stage. As Service Solution Subject Matter Expert {SME} contributed to commercial construct for service solution design.Also provided 7/24 Operational Team model i.e. built team structure for level 1.5 > level 4 operational support for network {including WAN, LAN, WiFi & unified communication solutions} for national & international DoD deliverables. Included costed resourcing model. Telstra successfully won DoD contract Department of Human Services {DHS} >Provided costing and structural team construct for 7/24 Operational Team model.Telstra successfully won DHS contract

CBA >Successfully managed Design team to enable acceptance for Telstra conceptual and detailed designs for CBA network transformation {including WAN, LAN, WiFi, Riverbed & unified communication solutions} within agreed timelines to enable previous network provider to exit CBA.

Qantas >Successfully managed Major Project’s implementation team for Qantas network transformation within agreed timeline achieving customer sign-off for operational team BAU handover.Led implementation of new technology – Cisco Content Caching

Woolworths >Successfully led Major Projects implementation team for WoW networkTransformation within agreed timeline achieving customer sign-off for Operational team BAU handover.

Westpac > Successfully led Major Project’s implementation team for Westpac network transformation within agreed timeline achieving customer sign-off for operational team BAU handover.Led implementation of new technology – Cisco WAAS

Referees: Provided on request

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