Adis Becirbasic
Brisbane,AU
Summary
Organised and dependable candidate with four years of ATO experience in multiple different areas. Successful at managing multiple priorities with a positive attitude and happy to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
Work History
IT Project Officer
Australian Taxation Office
06.2023 - Current
- Streamlined project delivery by implementing Agile methodologies and improving collaboration among team members.
- Reduced software development timeframes by identifying bottlenecks and optimising the development process.
- Assisted cross-functional teams to ensure efficient allocation of resources and successful project completion.
- Coordinated with stakeholders to gather requirements and provide updates on progress throughout project lifecycles.
- Implemented risk mitigation strategies to minimise potential issues impacting project deadlines or budgets.
- Oversaw quality assurance testing processes, ensuring that all software met organisational standards before deployment.
- Delivered reliable solutions by contributing to software design, development, testing, implementation, and support phases of IT projects.
Work Management Officer
Australian Taxation Office
06.2022 - 06.2023
- Improved overall department efficiency by streamlining processes and implementing new policies.
- Enhanced communication between team members by organising regular meetings and fostering open dialogue.
- Developed and implemented strategic plans to meet organisational goals, ensuring alignment with objectives.
- Worked efficiently and productively with all team members to
raise/finalise tickets and incidents. - Used strong analytical and problem-solving skills to
develop solutions for challenging situations as a result of shifting business requirements, including
the introduction of Profile Automation. - Handled a bulk of the exception work including Role BSL combinations, WFH configuration delete, agent offboarding notifications, access service requests and CME, WFM and Verint archive/unarchive.
Service Delivery Officer
Australian Taxation Office
11.2021 - 06.2022
- After the conclusion of the Blitz project, I was introduced to the concept of the Client Obsession Hub where I worked alongside a team of four to kickstart the initiative.
- Played a major role in planning, designing, testing, promoting and communicating with key stakeholders.
- Planned the lay out the foundation for the initiative and paved the future roadmap for it.
- Liaised with CAS executives, frontline staff, team leaders and developers to test the system and implement changes that would ultimately see it exceed expectations.
- Developed strong relationships with internal departments, ensuring seamless collaboration for efficient service delivery.
- Implemented quality control measures to ensure consistent excellence in all areas across the project.
Service Delivery Officer
Australian Taxation Office
04.2021 - 11.2021
- Working in a small team of four, we were specially tasked with the technical challenges that the Blitz project posed. This challenge was posed to us by Grant Brodie with the aim of reducing the large backlog of on hand activities before tax time.
- Used my analytical and problem-solving skills to pinpoint key system and data errors that had caused this major issue.
- Networked and communicated with team leaders across Australia to identify and organise eligible staff members that were able to action some of the more complicated work types.
- Hosted Webex training sessions with EL1'S, EL2's and some ATO executives to show them how to do 'quick win' activities that were pending automation but had still piled up in the iWD queue, in turn enhancing the staff and client experience.
- Collaborated with EWM to successfully analyse daily call volumes to identify trends and manage the new staff members in real time to action activities as efficiently as possible.
- Successfully reversed the increase in on hand activities to get the ATO back on track to achieve our tax time objectives.
- Deployed a temporary overtime system that met all the business requirements outlined by stakeholders.
- Assisted the Blitz system to spearhead over 200,000 completed activities over the span of a few months to which I was awarded an Above and Beyond award.
Service Delivery Officer
Australian Taxation Office
01.2020 - 04.2021
- As a newly hired casual during the beginning of the COVID-19 pandemic, I was rapidly transitioned from work-ready training into the frontline where I was able to provide an outstanding service to customers at a time of crisis, in a high pressure environment.
- Took on a support role for my team and outsource staff nationwide, in turn fostering and spearheading the opening of new communication channels.
- Developed strong relationships with internal departments, ensuring seamless collaboration for efficient service delivery.
- Enhanced customer satisfaction with timely and accurate responses to inquiries and concerns.
- Managed multiple client accounts simultaneously, prioritising tasks effectively to meet strict deadlines without compromising quality of service delivered.
Education
Bachelor of Information Technology - Information Technology
Queensland University of Technology
2025
Skills
- Workflow Management
- CME
- Siebel
- WFM
- ICP
- Team Foundation Server
- Flow Diagrams
- Research
- Documentation
Websites
Languages
Bosnian
Native or Bilingual
English
Native or Bilingual
Timeline
IT Project Officer
Australian Taxation Office
06.2023 - Current
Work Management Officer
Australian Taxation Office
06.2022 - 06.2023
Service Delivery Officer
Australian Taxation Office
11.2021 - 06.2022
Service Delivery Officer
Australian Taxation Office
04.2021 - 11.2021
Service Delivery Officer
Australian Taxation Office
01.2020 - 04.2021
Bachelor of Information Technology - Information Technology
Queensland University of Technology
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