Paul Comino Email and Phone Number

This role had a heavy focus on problem solving, data analysis, reporting, a high level of stakeholder engagement and resolution of complex escalations within narrow timeframes. This involved a heavy use of Excel and other data manipulation software. I also spent a lot of time managing team data initiatives and projects using project management techniques.I successfully managed stakeholder interactions and complex escalations relating to technical problems, process breakdowns, data misalignment and serviceability or build issues as well as offshore support and governance processes. I have resolved countless escalations for stakeholders, often involving complex data issues and liaised between different stakeholders to achieve improvements to processes and better working relationships. This has resulted in improved processes, eliminating a lot of wasted effort and rework. During this time, I implemented process changes to improve quality, efficiency and grade of service adherence, including QA metrics resulting in a quality KPI above the 95% requirement.At a key point I took the initiative to develop and fully documented new milestone process involving the alignment of large datasets with extensive data quality management checks, partially automated with FME which resulted in an approximately 20% decrease in rework and downstream customer affecting data issues.I also refined methods of analysing and qualifying data for existing milestone processes and implemented improved reporting, allowing a greater focus on team pain points.

This role required aligning Telstra’s customer information, addressing and network data assets in support of business operations, maintaining network and cadastral data in a graphical database. This also involved validating network plans from field technicians.During this period, I was a subject matter expert of the Telstra/nbn commercial addressing data project and for service qualification checks, to assess all possible technological solutions to allow customers to connect. This also involved support via phone for field technicians to assist with finding assets in the field and alternate means of performing the installation.I acted as primary trainer for the team, rapidly upskilling a large group of new intakes and providing technical support and quality assurance to onshore and offshore staffGained a strong working knowledge of the deployment of copper, HFC and fibre-optic network, including the design requirements of these various technologiesDuring this period, I was given numerous awards for performance and accuracy of my work.