Shannon Mascarenhas

IT Service Level Manager on the Gorgon LNG Project - A large natural gas project off the coast Western Australia, involving the development of a liquefied natural gas plant on Barrow Island. As IT SLM I am responsible for the delivery of a wide variety of IT services, managing the commissioning, implementation and maintenance of IT as well as managing and developing the Desktop Support Team on the Project.

As a Technical Account Manager, I am responsible for identifying and managing the needs of Managed Services clients (MSP) through strong communication and relationship development. Have a key focus on providing exceptional service and technical advice to clients while training, mentoring and motivating onsite engineers to achieve all company and client driven goals. In addition, I have taken on ownership and accountability for the performance and profitability of MSP Clients and MSP Projects.

Developed IT strategies for all new customers by understanding the customer’s needs and requirements and advised them on purchasing policies accordingly, while managing the expectations of the customer and the management team on project life-cycles and costs. Also, reviewed on an ongoing basis customers’ existing IT strategy; maintained contact with customers through regular meetings and telephone conversations to manage the development of their IT strategy.

IT and Communication, Computer Science