Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Anthony Trovato

Perth

Summary

Results-driven IT professional with extensive experience in IT support, business analysis, and team leadership, delivering robust voice, network, and contact centre solutions for ~650 staff. Skilled in IT service management (ServiceNow, ITIL), system administration (Genesys, Microsoft 365), and disaster recovery planning, with a proven track record of leading telephony transformations and process improvements. Adept at stakeholder and vendor management, driving operational efficiency, and providing exceptional customer service. Certified in ITIL Foundation, Lean Six Sigma Yellow Belt, and Genesys Administrator, seeking to leverage technical expertise and leadership to enhance organisational success.

Overview

17
17
years of professional experience

Work History

IT Systems & Operations Support Specialist

Water Corporation
02.2009 - Current
  • Provide comprehensive IT and operational technology support across corporate environments and 24/7 critical service delivery systems.
  • Support ~650 staff across multiple business units and ensure high availability of essential infrastructure, applications, and Control Room systems for water, wastewater, drainage, and customer operations.
  • Deliver first and second-level IT support across desktop, hardware, and enterprise applications, ensuring seamless day-to-day operations and end-user satisfaction.
  • Maintain and support essential operational systems including SCADA, Genesys Telephony, Lone Worker platforms, Microsoft 365, and Power BI.
  • Manage and troubleshoot IT hardware and peripherals used in high-pressure Control Room environments, including AV equipment and large-format displays.
  • Lead maintenance and monthly testing of the Balcatta Disaster Recovery (DR) site, ensuring readiness of all critical systems in the event of failover activation.
  • Support 24/7 Contact Centre infrastructure, guaranteeing uptime for voice, network, and billing systems integral to customer operations.
  • Represent operational teams at weekly CAB and TAB meetings, assessing change risks and coordinating implementation windows to safeguard service continuity.
  • Initiate and communicate operational updates, system changes, and incident information to ensure situational awareness and control room readiness.
  • Conduct regular IT asset audits and ensure accurate lifecycle records, contributing to compliance and operational efficiency.
  • Provide after-hours incident support and disaster recovery coordination, minimising downtime and restoring services swiftly.
  • Mentor and onboard new team members and Control Room operators, building operational confidence and systems familiarity.
  • Collaborate with internal stakeholders, vendors, field teams, and emergency services (DFES, WAPOL, DBCA) to deliver solutions that meet both technical and operational requirements.

Team Leader

Water Corporation
02.2024 - 07.2025
  • Stepped into leadership role multiple times, overseeing a high-performing IT support team serving ~650 staff, ensuring 24/7 communication and billing capabilities.
  • Directed technical operations and provided escalation support for voice and network issues, maintaining service continuity and incident response compliance.
  • Prioritised team workloads during peak demand and critical incidents, ensuring adherence to ServiceNow SLAs.
  • Championed process improvements and enhanced documentation, reducing resolution times and improving knowledge sharing.
  • Served as primary liaison between IT team, project stakeholders, and vendors, fostering clear communication and accountability.
  • Supported project delivery by focusing on customer experience, technical feasibility, and risk mitigation.
  • Managed scheduled outages, failover testing, and patch management, meeting stakeholder expectations with minimal disruption.
  • Led disaster recovery planning and real-time incident responses with a calm, coordinated approach.
  • Initiated weekly 1-on-1 meetings, boosting team engagement, tracking progress, and supporting individual development.

Business Analyst

Water Corporation
07.2021 - 01.2024
  • Acted as Business Analyst for the Contact Centre in the Cloud project, driving the design and implementation of a cloud-based contact centre system.
  • Built strong relationships with stakeholders (e.g., Kinetic, Genesys, Beaconfield), aligning telephony transformation with business priorities.
  • Led the Genesys PureConnect system upgrade, coordinating cross-functional teams and vendors to ensure seamless execution.
  • Refined Request for Proposal (RFP) by identifying 32 critical requirements from over 1,000 entries, preventing delivery delays.
  • Created process maps for Voice, Email, Work Force Management, and Reporting touchpoints, capturing user needs through stakeholder workshops and interviews.
  • Developed and documented User Acceptance Testing (UAT) test cases in JIRA, ensuring traceability and successful system validation.
  • Spearheaded the Upgrade and WFM Test Environment rollout, managing end-to-end vendor coordination.
  • Produced validated closure documentation and implementation plans for LivePerson integration with Genesys Reporting.
  • Enhanced stakeholder management, documentation, and technical analysis skills, contributing to project success and professional growth.

Education

Certificate IV - Information Technology

Challenger TAFE
Fremantle

High School Diploma -

Seton Catholic College
Perth, WA
10-2002

Skills

  • IT Service Management (ServiceNow, ITIL Foundation)
  • Application & System Support (Genesys PureConnect, Microsoft 365 Suite)
  • Contact Centre Technologies (Voice, WFM, Reporting)
  • Hardware & Software Troubleshooting and Maintenance
  • Technical Problem Solving and Incident Resolution
  • Stakeholder & Vendor Management
  • Disaster Recovery Planning & Incident Response
  • Process Improvement & Documentation (Lean Six Sigma Yellow Belt)
  • Customer Service & User Support
  • Project Coordination & Requirements Analysis

Accomplishments

  • Streamlined ServiceNow ticket workflows, reducing average resolution time by 25% for 1000+ monthly support requests.
  • Led Genesys PureConnect upgrade, completing implementation under budget and on schedule.
  • Refined RFP by prioritising 32 critical requirements from 1,000+ entries, preventing 2-month project delays.
  • Achieved 99.9% uptime for Genesys Contact Centre systems through proactive maintenance for ~650 staff.
  • Authored 50+ JIRA UAT test cases, cutting testing time by 20% for cloud-based contact centre rollout.
  • Oversaw 20+ major maintenance windows, ensuring zero unplanned disruptions during failover testing.
  • Successfully managed IT coordination during the Spearwood Wastewater emergency, negotiating a proactive change freeze to protect Control Room systems and maintain uninterrupted manual control.
  • Spearheaded the setup of a remote contact centre site with 30 fully equipped desks in 12 hours during COVID, ensuring uninterrupted operations and compliance with health protocols.
  • Implemented documentation templates, reducing IT team onboarding time by 50%.
  • Coordinated disaster recovery drills, reducing recovery time by 30% for simulated network outages.

Timeline

Team Leader

Water Corporation
02.2024 - 07.2025

Business Analyst

Water Corporation
07.2021 - 01.2024

IT Systems & Operations Support Specialist

Water Corporation
02.2009 - Current

Certificate IV - Information Technology

Challenger TAFE

High School Diploma -

Seton Catholic College

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Anthony Trovato