David Butinar Email & Phone Number

Melbourne, Victoria, Australia

Cenitex provides reliable and contemporary shared Information and Communications Technology (ICT) services, enabling departments, agencies, and over 46,000 public servants to deliver services for all Victorians.

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

Managed 5 direct reports across Melbourne and Brisbane who support approximately 2500 internal staff member across several campuses Australia wide.

Melbourne, Australia

Managed 7 direct reports across Melbourne and Sydney who support approximately 2000 business users mainly from Australia, and also from the Philippines and South Africa. Key Achievements:Helped implement ITIL Problem Management practices, which helped reduce production issues and made it easier to report of issues. Increased First Level Resolution by 15% via improved Knowledge Management, agent training and development and process automation.Consistently achieving Net Promoter Score of above 80. (NPS is calculated on a scale of -100 to 100 and 50 or higher is considered good) Turning around team moral and creating a high performance team, improving staff engagement.Responsibilities:Face of ITPrimary adviser for non-standard IT Requests and IT processesReporting, SLAs, Aged Calls, Business Specific reportingPeople - Leadership, Development & Management, Rostering Primary escalation point for issues, P1sPrimary broadcaster of Communication Planned & Unplanned, attend weekly Change Advisory Board CAB meetingsKnowledge article creation and moderation Running weekly ServiceDesk team meetingServiceNow integration into Business Environment Liaising with support teams, management, business stakeholder and end users to fix issues, implement processes and improve existing processes. Identify improvement opportunities and gaps in process usually because they directly impact Service Desk

Docklands

Managed 4 direct reports and 13 indirect reports that are the front line of IT support for approximately 8000 business users from Australia and New Zealand.Key achievements include developing a password reset policy which reduced call volumes, extending user administration support services which reduced the workload for other business units, increasing engagement through a walk up service desk initiative and coaching and development of staff.Responsibilities include;People - Leadership, Development & Management, following Lion people processes including Achievement Review and Development Review Escalation point for issues Broadcast Communication Planned & UnplannedDocumentation & Process Creation - ITILRunning weekly team meetingBMC Service Desk AdministrationAfter hours On-Call supportRunning Problem Management meetingsFacilitating Knowledge Management

Melbourne, Australia

Delivering phone based front line IT support services to all Lion businesses across Australia and New Zealand, as a member of our internal IT Service Desk. There are 16 of these roles in four locations. Each role reports into a local team leader known as an enable.me Lead Agent.Excellent communication skills, polite phone manner and focus on customer service were the main focus. As well as fundamental information technology skills and knowledge, understanding of business critical processes was required. Assessed, prioritise and resolve incidents in a high volume ITIL Service Desk environment. Established effective working relationships over the phone with customers, back line IT support teams and external parties' support organisations.

Responded to I.S issues raised by the business via Phone and Email, using HP Service Manager to document and manage Incidents and Interactions. Resolved most calls on first contact otherwise liaising with Support Team to rectify the issue.Exposure to a wide variety of systems and applications including;Active Directory | Citrix Remote Access | SharePoint | Business Applications – Project Tracking System | Total View | Contractor Payment System | Avaya CMS Supervisor | Microsoft Outlook and Office | MS Exchange System Manager | Paradigm | Foxtel Kiosks | Internet Issues | Peoplesoft | MIME sweeper for SMTP | HP Service Manager | Communicated effectively with Management through to end-usersSolved standard and difficult issuesManaged time efficiently unsupervised working early mornings, late nights and weekendsHandled outage related communication to keep the business up to date with issuesProduced Morning and Evening Handover reports, to ensure vital service were runningCreated user accounts in Active Directory, ensuring account were ready for new starts on time

Phone based support which involved providing basic Point of Sale EFTPOS support to Caltex service station. Also supported Caltex Starcard customers from Australia, Philippines, Singapore and New Zealand.Devices supported include;Hypercom terminals | EFPEC’s | 8850’s | PC-POS’s | NAMOS | FATM’sResolved EFTPOS specific devices issues quickly to restore Point of Sale services.Worked unsupervised on a rotating roster, 12 hours shifts/ 7 days per fortnight to provide 24/7 support.Trained staff on EFTPOS specific technology and processes to ensure all technicians had a base level of competency.Completed customer service excellence program which helped provide professional level of customer service.

Melbourne, Australia

Phone based roles which involves providing basic support for residential customers to setup and troubleshoot their Internet related issues. Develped basic network configuration and troubleshooting:TCP/IP | DNS | DHCP | ModemsProcessed on average over 50 phone queries daily in a high volume call centre environment, helping to answer home user queries quickly.Controlled the conversation, often calming and education customers, resulting in a better experience for them.Achieved high first call resolution rate for the majority of Internet, network configuration and modem setup issues, thus prevention customer from waiting longer for follow up from higher level support teams and there reducing their workload.Successfully up selling of add on services, such as higher use Internet plans and Spam filter service, reaching individual bonus quotas.Effective inter organisational communication and teamwork to quickly escalate or upgrade account to reduce customer wait times.