Daniel Burke Email & Phone Number

Sydney, New South Wales, Australia

Sydney, New South Wales, Australia

• Key ResponsibilitiesDelivery of initiatives to benefit BPAY and its ~170-member financial institutions. This includes:
• Involvement at inception to scope and reframe the initial concept and recast problems as opportunities
• Creating compelling narratives to generate momentum and stakeholder buy-in
• On major initiatives, responsible for end-to-end deliveryAchievements and Impacts1. Led the implementation of a two-year release pipeline for member financial institutions to understand all upcoming changes, a key.
• Improved uptake of product innovations due to earlier engagement, driving revenue growth
• Better resource forecasting ability both internally and for our customers

• Key ResponsibilityCreate and deliver a “customer service excellence program” to ensure the efficient and timely delivery of customer initiatives. This included:
• Working with the program owner and other senior stakeholders to define and elaborate upon (an initially ambiguous) program scope and deliverables.
• Embedding agile ways of working, including stand-ups, retrospectives, and prioritisation session rituals.
• Creation of reporting for executive and senior management audiences (both internal and customer).
• Utilisation of technology to support the program (MS Teams, Planner, SharePoint) and creation and delivery of training and training materials for this.
• Understanding program initiative requirements, modelling and re-engineering of processes.

• Key ResponsibilityRepresent the IT division to the wider business and to the customer member financial institutions. This included:1. Providing regular updates to the Scheme Management Committee on service disruptions.
• Contributed to maintaining the excellent relationship between BPAY and the Scheme Management Committee, and internally between the IT division and the wider business.2. Ensuring adequate continuity of operations after.
• Better delivery of business objectives thanks to reduced gaps between service owner needs and the ability of the IT technology to meet them 3. Leading the smooth transition of services from project to operations by the.
• Projects for which I managed the operational readiness were successfully and seamlessly transferred to BAU.4. As the most senior member in the team, act as an escalation point and provide cover for the IT change.

This role was a secondment from the IT division to its Product and Business Operations department.Key Achievements1. Improved the customer experience, risk position and efficiency of fraudulent transaction investigations with member financial services institutions. This involved the analysis and re-engineering of processes, web portal functionality.

• This was a diverse role in which I solved problems at the intersection of technology, process and people, enacting efficiencies and service improvements across the organisation.Key Achievements and Responsibilities
• End-to-end delivery of several process improvements, from analysis, solution design and build (within ServiceNow) testing, engagement sessions, user training materials and instruction. The majority focused on the.
• Major Incident Manager, leading cross functional teams of technical and customer support staff to resolve critical incidents and minimise impact to services and business functions. This involved acting as the.
• Ensuring the smooth transition of services from project to operations by the development of support models and acceptance criteria. This included analysing and recommending requirements for capacity, availability.

• Key ResponsibilityUplift IT Change Management practices as part of a major post-merger IT transformation program.Key Achievements
• Led the uplift and embedding of IT Change Management, resulting in improved Change success rate from ~80% to >95% and a commensurable reduction in incidents and unplanned outages caused by failed changes. My.
• Lead role in the successful migration to new service management application (ServiceNow) and its adoption by the wider organisation. This project improved the quality of service delivery by streamlining and automating.
• End to end delivery of various IT process improvements, from analysis, solution design and build, process documentation to user training. For example: - Creation of the inaugural IT Problem Management process and.
• Act as Major Incident Manager and Problem Manager on a rostered basis, and during major system upgrades and planned maintenance events such as data centre shutdowns.
• Development and delivery of training material for IT Change Management, Problem Management, and ServiceNow.Key Skills Demonstrated

Sydney, New South Wales, Australia

• Key ResponsibilityThis was a newly created role in which I was pivotal in establishing a new IT Problem Management practice in the Asia Pacific region for First Data, which is a major global transaction processing.
• Development and rollout of the inaugural IT Problem Management policy, processes and procedures. - Impacts: reduced the duration and severity of service impacts caused by IT problems. - Prevent service impacting.
• Creation of a reporting suite for an executive and senior management audience. - Impacts: improved management visibility into remediation activities required to prevent additional service disruptions, which led to.
• Trend analysis to identify and eliminate service disruptions.- Example: intermittent connectivity issues were affecting ~300 out of a fleet of ~2000 automatic teller machines (ATMs). Data analysis revealed the root.
• Major incident impact analysis and chairing of review meetings to develop remediation and risk mitigation plans.Key Skills DemonstratedIT problem management, incident management, process design, trend analysis.

Sydney, New South Wales, Australia

• Key ResponsibilityConfiguration and support of ATM (Automatic Teller Machine) and POS (Point of Sale) devices in a 24x7x365 financial transaction processing environment (Connex on Tandem, Inetco Banklink.
• Key role in the successful onboarding of large new client to manage their fleet of ~800 ATMs (Automatic Teller Machines)
• Contributed to industry leading transaction processing switch availability (>99.999%) and ATM (Automatic Teller Machine) availability (>98).Key Skills DemonstratedConnex on Tandem, Inetco Banklink, project delivery.

Sydney, New South Wales, Australia

• Key ResponsibilityManagement of a fleet of ~4000 ATMs (Automatic Teller Machines) and escalation point for business and 1st level support functions.Key Achievements
• Lead technical role in large project to convert ~1300 ATMs from leased line to wireless connectivity.
• Developed business case for improvements to the ATM monitoring applications used by the team.
• Support, training and documentation for the level 1 and level 2 ATM and EFT support teams.
• Remote technical support to field technicians servicing and installing ATMs.
• Technical escalation points for the level 1 support team.Key Skills DemonstratedIncident management, business case development, stakeholder management, technical support of ATMs (via Connex on Tandem and Inetco.

Sydney, New South Wales, Australia

• Key Responsibilities
• Support a fleet of ~4000 ATMs and ~9000 EFTPOS terminals and merchants in a 24x7 environment.
• Support, training and documentation for the customer service and project implementation teams.

Responsibilities included calibrating and operating precision equipment (theodolite, dumpy level etc.), preparing and interpreting construction diagrams, performing trigonometric calculations, programming surveying equipment, using civil engineering modelling software (12D), setting-out of measurements and markings to be build-ready, and conducting.