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

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

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

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.

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.

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.

Collins Street East McDonald's

Master Of Business Administration - Mba

Bachelor’S Degree, Business Information Systems