Mitch Davis Email & Phone Number

As an IT Senior Service Delivery Analyst at Transport for NSW, I collaborate closely with an exceptional team of IT Service Delivery Managers to contribute to the seamless operation of critical IT services that underpin the Greater Sydney Transportation Network. 🔹 Collaborate across departments, working hand-in-hand with the IT Service Delivery Managers, to align strategies and tactics that uphold the reliability and efficiency of our technology-driven services. 🔹 Utilizing data analytics to glean actionable insights for continual service improvement, fostering a customer-centric approach. 🔹 Work in alignment with cross-functional teams to integrate IT initiatives with the agency's overarching goal of providing enhanced public transport experiences to the community. Continuing to leverage my expertise and passion, I am determined to explore new avenues for innovation, foster strategic partnerships, and harness data-driven insights to elevate commuter experiences, making a lasting impact on the efficiency and convenience of public transport services.

Sydney, New South Wales, Australia

- Primarily focused on providing face-to-face IT support for Transport for NSW, Sydney Trains, and Sydney Metro staff. - Responsible for assisting Executive Management and Office of the Secretary staff with desktop, mobile device, and meeting room support, including preparation of meeting rooms for Audio-Visual needs - Working in a complex IT environment, which required knowledge and ability to use a multitude of different systems and applications. for example, IDM systems, including Active Directory, Azure, IAM, Novell, and Oracle Identity Manager. - Working directly with Vendors and Technical Teams to ensure Meeting Rooms are online and working as required.

Wollongong, New South Wales, Australia

As the onsite IT support for Southern Pathology, I had the opportunity to work with unique technologies and have gained an insight into how technology plays a vital role in the medical industry. Working in this role I strengthened my technical understanding and project management skills.- Primarily focused on providing on-site IT support for Southern Pathology. I provide support over phone calls, email, through Cherwell ticketing system, and face-to-face - Working directly with Vendors and Technical Teams to ensure Laboratory Instruments are online and communicating with applications. Triaging incidents requires an understanding of TCP and serial interfaces, Networking, and Firewall administration - Working alongside the Project Manager to facilitate the Lab Relocation project, where we moved Southern Pathology from an outdated Laboratory to a purpose-built facility. - Taking on the Project Coordinator role to assist with closure of the Lab Relocation project upon resignation of Project Manager

Wollongong, New South Wales, Australia

Leading a Team of 15 people on the TfNSW Service Desk was a challenging and rewarding experience. My role allowed me to develop my people skills and I found an empathetic and people orientated approach was the best way to cultivate Team Culture, and better the experience for my staff, which in turn drives productivity, teamwork, and positive results. It is imperative to actively listen to your Team Members and understand what motivates and fulfils them; to not only empower them in their current position, but to promote career development and growth

Wollongong, Australia

- Created and maintain a custom application: ServiceDesk-Helper, built using PowerShell, which reduced call handle times and simplified triage steps. Functions included displaying user account attributes from five domains, hiding user accounts on O365 GAL, and searching Win 10 applications security groups. - Leading and assisting in the development of the Shift Left initiative on the Service Desk. This initiative aimed to move tasks from Field Services and Infrastructure Services Teams to the Service Desk. This involved fortnightly meetings to propose and discuss tasks suitable for the transition. My role included developing the triage process by which tasks were transitioned and determining eligibility by examining Security and Access requirements, calculating potential FTE savings, and developing knowledge articles for each task.

Wollongong, Australia

Wollongong, Australia

As a Service Desk Analyst with NEC I provide IT Support to Transport for NSW and related government agencies.