Dana Todd Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Working closely with the business to understand strategic goals, whilst balancing the customer experience, we tread the tightrope of maintaining the active network, whilst managing the customer impacts. A balancing act that we adjust daily

Melbourne, Victoria, Australia

Working with a high performing team across Service Management functions, (Incidents/Change) and driving improvements to operational and CX performance

Melbourne, Victoria, Australia

Leading a team to drive improvements into our Planned Outage Process, Practice and Policy. Specifically working towards an improved CX by working with the business to minimise the impact of Planned Outages to our customers

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Managing team of Change Specialists to drive an improved CX via Planned Outages

Melbourne, Australia

Leading a team of senior resources who will drive improvements and new capability across people, process, & technology to drive operational improvements across our Network Operations teams. The work is is data driven to develop improvement initiatives to our operational teams, allowing those teams to focus on operations while we pro-actively lead transformation activities across the organisation.

Melbourne, Australia

Leading the Operations Excellence team to drive performance improvements across Operations to establish best practice both within HFC Ops and all of their stakeholders and customers.

Melbourne, Australia

Leading a team of IT Professionals to drive an improved IT experience to Nbn’s internal staff. Managing the IT Service Desk, Desk side support, IT Bars and working with all levels of IT Support to drive best practice within IT.

Melbourne, Australia

Senior management role at nbn accountable for ensuring that customer expectations of nbn IT services are exceeded. Driving stakeholder interactions with nbn IT, and working directly with our customers. Working within nbn IT teams to ensure outcomes meet the stakeholder expectations and overseeing improvements across IT to maximize Business Services experience and availability.

Melbourne, Australia

Work collaboratively with key customer stakeholders to define services and associated SLA’s to meet their needsManage and drive external organisations such as other service providers and user groups to provide superior levels of service for nbn customersWork with the partners operations team to ensure the required business outcomes from RSP and Delivery Partners interactions with nbn IT systemsDeliver operational reporting for all end user, business unit, delivery partner and RSP servicesManage the nbn IT Central service desk and self-help solution to ensure an excellent customer experienceDeliver the required operational stability outcomes for all nbn systems and infrastructureDevelop and execute a Continuous Improvement Program, to continually measure the performance of the service providers and design improvements to processes, services and infrastructure.

Gbs

Incident ManagementProblem ManagementService Level ManagementChange ManagementService Request ManagementPeople Management

Ballarat, Australia

ResponsibilitiesManage team of Problem Managers within Service ManagementSell the competency deliverable's and grow the businessManagement of SLA'sEscalation point for supported accountsHR Management -team of 32 Problem ManagersProblem Management Methodology

Ballarat

Account Focal for Problem ManagementManage workload and distribute throughout teamQA for ProblemImplement ITIL V3 ProcessTrend Analysis/reporting

Achievements:- Implemented call trending / data analysis- GDF defect prevention plan- Providing PIR's on Sev 1 & 2's as required- Ticket quality review with HD staff- Process review and improvement- Right -to-left initiative - (mainframe revokes )- Documentation of HD process - QMX reviews (wiki)- Working with 3rd Party Vendors - Monitoring of MTTR of all HD queues- Client facing - working with client internal SDM's driving process improvement- Reporting included: DMAIC Defect Prevention Quality Monitoring and Best Practice Top 10 Call drivers Cost/call MTTR-Customer relations with VP Internal Account team- Management of aged calls ( working with 3rd party vendors to get these closed out)-Monthly meetings with 3rd Party (Fujitsu) to align process and SLA's- Management of 1.5 Support groups at HD (RTS/DSA/Back Office Premium work)- Monitoring of interlocks-Performance Management of HD staff (casual)-Coaching and training of new staff

Ballarat, Australia

Managing Diversity - broader than and inclusive of Equal Employment Opportunity (EEO), and allowing for the integration of individual's differences in attitudes and values in the workplace, valuing these, and extending beyond legal and social issues.

Responsibilities: Analysis of financial and operation information across Westpac account- identification of alternative approaches to business processes currently utilised by the CSC Assimilate information from relevant parties through the use of effective data mining techniques, to provide strategic support with regards to:Westpac Interlock performance and variances;Streamlining of business processes;Introduction of new business into the Westpac teams;Call metrics and related statistical dataIdentify and report issues with the potential to impact the Westpac team to the Operations Manager and other relevant parties;Established and maintained a close working relationship with the Account Team in order to understand, identify and rectify significant process deficiency issues on the Westpac accounts;Compiled summary reports to capture trends and inconsistencies in statistical data across the Branch & Business Help Desk, Corporate Help Desk, NZ Help Desk and DSACoordinated the implementation of Westpac SSL and DSA initiatives relating specifically to business processes, by representing the Westpac team in appropriate forums and providing education and assistance to members of the team as required;Provided support to Service Coordinators (2) and Team Leaders (3) of the Westpac accounts;Integrated new business seamlessly into the Westpac account and work with other support groups to ensure smooth and effective implementation.Additional duties and/or responsibilities as assigned by the Westpac Operations Manager.DMAIC reporting monthlyManagement of aged tickets across the entire account - which required weekly meetings with Mgmt of resolver groups to ensure ownershipRight-to-left initiatives were implemented to both improve the service and reduce the cost to IBM. ( back office management server reboots and running with SEV 1 Server issues for Branch servers )

Meeting budget and forecast KPI'sRostering staff to my clients- 300+ casuals on payrollManagement of Permanent Administration staffAccountingClient LiaisonPermanent/Casual Recruitment Payroll ManagementWork Cover ManagementGeneral AdministrationDebt ControlCommercial in Confidence Page 1

Cyber Security

Hsc