Daniel Birsa Email & Phone Number

Cremorne, Victoria, Australia

Once again originating a new position within the business, I have worked with the General Manager (Sales) and other internal stakeholders to define and scope the role.I provide enhanced customer service where needed to a range of our clients, helping to facilitate succesful, mutually beneficial outcomes. To bring this about, I act as an advocate for the client within the SOC, and for the SOC team to clients, brokering compromise solutions that match business capability and capacity with client needs.I identify potential opportunities for improvement to SOC offerings (from communications materials, to self service tools, to internal SOP), gather information on their viability and feasibility, propose changes, and aid in implementation as appropriate.

Melbourne, Victoria, Australia

With growth of the business, not only through new clients but also the rollout of new service offerings, it was noted that the service desk team were receiving a growing number of complex, ongoing tickets that would benefit from continuous ownership. To facilitate this, a single Full Time, Monday to Friday, 9-5 role was created within the Level 1 Service Desk team.In originating this role, I continued to deliver the expected support engineer workload to a high standard, and took on the more complex ongoing tickets described above. I used those complex tickets, as well as my unique perspective on the weekly work of the L1 team to identify opportunities for improvement to SOP and drive those changes. I also took advantage of the newness of the role to explore other opportunities for delivering value within the SOC, seeking to better understand the needs of Level 2 teams and build inter-team rapport, building relationships with key client contacts, and helping answer queries from the sales team as needed.Throughout the year I also: Worked directly with the L1 team lead and new hires to the L1 team throughout their training period, developing training tools and processes with the goal of bringing them up to speed on the more diverse service and client requirements; Helped strategise and execute the transition of a 24/7/365 service desk to a new site without downtime;Developed internal KB articles to help maintain and distribute useful institutional knowledge.

Victoria, Australia

Providing level 1 service desk support for remote SOC and device management and monitoring services. Includes incident investigation and triage, change request processing, customer service, and escalation / follow up of open tickets. Role requires use of a SIEM for log search / review and ITSM for service and incident management.

Reading, England, United Kingdom

Part of a team delivering full range of care for 6 adults with severe learning disabilities with some complex disability, 24/7. Daily personal care; assistance with all domestic tasks; engagement and activities, both within the home and in the community; administration of prescribed medication; and positive behaviour support.Included sleeping nights.

Reading, England, United Kingdom

Daily tasks ranged from banking reconciliation and safe float checks to tracking hardware repairs. Weekly to monthly work ranged from personnel file upkeep, to organising firmware upgrades across the stores tablets in preparation for new major functionality rollout, to maintaining retained documentation to audit standard.

Reading

Brought on as part of the store's expansion to include onsite stockrooms, I helped with initial layout and fill, then conducted inventory picks, section by section stock count reviews, and assisted with processing deliveries for merchandising to stock floor.