Mike Mastrangelo Email & Phone Number

Adelaide, Sa, Au

Adelaide, Sa, Au

Adelaide, South Australia, Australia

Senior ITSM Specialist at Datacom with over 13 years of IT experience. Specializing in Major Incident Management and Problem Management. ITIL 4 Certified professional dedicated to enhancing IT service delivery and operational efficiency.

Adelaide, South Australia, Australia

As an ITSM Specialist, my role involved managing major incidents, driving problem resolution, and implementing IT service management best practices. I was responsible for coordinating with various teams to ensure timely resolution of critical issues, minimizing downtime, and maintaining service continuity. Additionally, I utilized tools such as Cherwell, SharePoint, and Xmatters to streamline incident and problem management processes, ensuring efficient and effective service delivery. My responsibilities also included continuous improvement of ITSM processes to enhance overall service quality and customer satisfaction.

Adelaide, South Australia, Australia

As the Service Desk Team Leader for SA Health, I oversee daily operations, manage a team of analysts, and ensure high-quality IT support. I handle incident resolution, prioritise issues, and maintain documentation. I contributed to the Quality Monitoring Team by improving service performance and coordinated the Reward and Recognition program. Collaborating with IT teams, I focus on enhancing service delivery, minimising downtime, and implementing ITIL best practices for a seamless user experience.