Cr. Daniel Kruk Email & Phone Number

Melbourne, Victoria, Australia

• Documenting Service Management processes and governance, focusing on the integration of people, processes, technology, and partners• Analysing, auditing and mapping existing ITSM processes, identifying improvements across the service value chain• Addressing process gaps and recommending ITIL v4 & ITSM aligned solutions to elevate the organisation's process maturity• Leading the development and implementation of new processes to enhance IT efficiency and effectiveness, improving service delivery across the department• Engaging with senior stakeholders, CIO, CTO, IT Directors, and Business Executives, to ensure awareness and alignment of ITSM processes, with attention to the business-wide impact of changes• Developing tools and reports to track IT performance through KPIs, SLTs, SLAs, and XLAs, and providing data-driven recommendations for continuous improvement• Acting as Major Incident Manager/Crisis Manager where required, and preparing Post Incident Review Reports and Cyber Incident Reports, documenting improvement suggestions across all lenses of Service Management• Audit process compliance and perform spot checks where required (e.g. Incident/Ticket Compliance, VAGO Audit, etc)• Running Team Meetings, Kanban meetings, monitoring team performance, etc• Running Problem Forum as the sole Problem Manager; managing the Problem Management Process with Team Problem CoordinatorsAchievements• Refreshed our outdated Major Incident Process aligning with business needs while following ITIL v4 and Service Management best practices• Launched a Swinburne-first IT Service Catalogue where we record our IT Services and Offerings for a holistic overview of the IT department• Revisited our Communications Framework, preparing new comms templates in alignment with branding and requirements from the business• Launched a new On-Call Process for consistent service response after-hours with defined service agreements, rostering, call-back and major incident escalation

Melbourne, Victoria, Australia

• Managing and resourcing Information Technology Initiatives/Projects• Assessing initiatives and prioritising to ensure alignment with the University’s Strategic Priorities• Managing staff within project teams, contractors, vendors, and staff performance• Initiative risk assessment and impact across the university• Primary contact intermediary between the wider University business and the Information Technology department. Maintaining strong relationships between IT and the core University• Vendor management and correspondence as required for initiatives• Matrix management and communication throughout the whole IT department and stakeholders• Hosting a fortnightly Technical Forum where current initiatives are discussed, allowing input regarding priority, workload forecasts, etc• Project reporting inc status, timelines and resourcing capacity to CIO and IT Directors• Using Design Thinking in daily initiative delivery to achieve customer-focused resultsAchievements• Aligned the Aerostructures Innovation Research Hub with global industry standards in collaboration with Boeing and Quickstep to support Swinburne’s VHESIF-funded AIR Hub research activities• The Commonwealth's Job Ready Graduates (JRG) program requires students to maintain a 50% pass rate to be eligible for Commonwealth Support/HELP. Coordinated the delivery of a new IT solution integrating multiple systems to help Swinburne identify low-participation students early for proactive intervention• In 2022, Swinburne secured engineering grant funding to enhance engineering trades training at Certificate II, III, and IV levels, vital for Victoria’s workforce development. Delivered an IT initiative to deploy the Engineering Industry 4.0 Structure across Hawthorn, Croydon, and Wantirna campuses, including IIOT/IOT instruments, VR equipment, and high-spec computers with a dedicated student network

Melbourne, Victoria, Australia

• Daily stand-up meetings with team to monitor and assign breached tickets and manage SLAs• Current 2IC and stepping up to Acting Team Lead when required• Leading a team of eight driven and high performing technicians• Managing team rostering and extra project resourcing when required• Receive escalations and delegate tickets to Client Support Analysts• Maintaining strong relationships between Swinburne IT and the core University• First point of contact for VIP and critical stakeholders, managing expectations for our key stakeholders• Provide training and guidance to colleagues to better assist them in completion of tickets• Mentoring my team to further their performance and development• Organise team-building exercises and morale boosting events using Design ThinkingAchievements• Established a team Knowledge Base, creating processes for KBA review, establishing team knowledge sharing practices and Knowledge Champions• Developed clear and concise communication methods between IT Service Desk and Client Services• Above 90% team service levels exceeding Service Level Agreements• Faultless team 100% Response Target achieved for escalations and critical tickets• Streamlined IT Support for Swinburne Graduation Ceremony• Supported Hawaii Keck Space Observations• Exclusive VIP event support including Academic Senate meetings and Centre for the New Workforce Advisory Group

Melbourne, Victoria, Australia

Moving to Swinburne University in a similar role, I provided level 2 technical support and troubleshooting to Swinburne staff and students. Working autonomously across the Hawthorn, Melbourne City, Croydon and Wantirna campuses, travelling when required. Following Service Management processes in line with ITIL v3.

Melbourne, Victoria, Australia

As we deployed the CareerHub Solution to RMIT University, my secondment ended and I was offered an ongoing role as a Desktop Support Technician. In this role, I was responsible for 2nd level IT troubleshooting and technical support. Working autonomously while surpassing our SLA targets, I travelled to various buildings/locations, visiting staff and students on-site all over RMIT's Melbourne and Bundoora campuses to provide in-person technical support. Our fleet included Windows, Mac and Linux machines, our technical support also extended to maintaining printing, networking components and even scientific/engineering instruments as required by researchers.

Melbourne, Victoria, Australia

In my previous role at RMIT's IT Helpdesk, my detail-orientated, technical minded and knowledge-driven approach was recognised. I was subsequently offered a short secondment as a CareerHub Application Analyst. At this time, CareerHub was a new application at RMIT. my primary role involved scoping business requirements, custom-building CareerHub solutions for RMIT's Business School and documenting customer-facing knowledge articles to enable lecturers and tutors to use the CareerHub application seamlessly.

Melbourne, Victoria, Australia

The first step in my IT-career! In this role I joined the RMIT IT Helpdesk and provided 1st level technical troubleshooting to RMIT staff and students.

The next step in my career! Expanding my skills into leadership of team members, matrix management between departments, training new recruits, organising rostering and time sheets, product stock rotation and promotion management.

Collins Street East Mcdonald'S

I'm proud to display my first foray into employment! From age 15 I joined Collins Street East McDonald's as a Cook and later a Crew Trainer. Managing my time between high school including VCE and work commitments. This gave me a fundamental understanding of work-life balance, time management and communication. I reflect back on my past roles with grass-roots experience and understanding of the challenges of front-line work, and apply this in my current role driving high-level process and governance that deliver outcomes not only for our customers, but for our front-line staff.

Collins Street East Mcdonald'S

Master Of Business Administration - Mba

Bachelor’S Degree, Business Information Systems