David Warland
Summary
Dedicated professional with expertise in system analysis and client experience. Demonstrates strong work ethic and effective communication skills, contributing to team success and organizational objectives. Proven ability to enhance customer satisfaction and execute project management strategies. Skilled in stakeholder engagement and analytics reporting, driving continuous improvement in high-pressure environments.
Overview
18
18
years of professional experience
Work History
Senior Digital Customer Service Delivery Specialist
VICROADS
Melbourne, VIC
10.2021 - 06.2024
- Delivered service support across digital web channels and customer streams.
- Focused on enhancing customer experience and satisfaction.
- Modeled processes for continuous improvement and effective resolution.
- Investigated and resolved website issues and web errors promptly.
- Managed customer inquiries related to registration and licensing effectively.
- Executed application delivery and servicing with precision.
Enterprise IT Analyst UAT
VICROADS
Melbourne, VIC
05.2023 - 12.2023
- Executed user acceptance test planning and exploratory investigation for system analysis.
- Coordinated site acceptance test planning in alignment with UAT requirements.
- Conducted production verification testing based on UAT outcomes.
- Facilitated stakeholder engagement and developed comprehensive schedules.
- Compiled stakeholder reports to communicate project status effectively.
- Performed exploratory discovery of infrastructure during transition and transformation phases.
Senior Customer Service Consultant
VICROADS
Ballarat, VIC
02.2018 - 10.2021
- Managed inbound calls to resolve licensing and registration inquiries for clients.
- Explored opportunities for improvement and effective resolution of client issues.
- Uphold legislative and administrative tasks related to client appointments and payments.
- Fostered a customer-centric environment, enhancing overall service delivery.
- Supported team growth while advocating positive cultural values central to VicRoads.
Console Operator
BRITISH PETROLEUM
Brisbane, QLD
05.2014 - 07.2017
- Security and worksite safety.
- Customer service and client facing
- Collaborated with team members to streamline workflow and operations.
- Maintained accurate logs of system performance and production data.
- Communicated effectively with supervisors regarding operational issues and updates.
- Created daily reports detailing any operations performed on the console.
- Monitored console for alarms and system performance issues.
Customer Advisory Consultant
TELSTRA CORPORATION LIMITED
Brisbane, QLD
06.2009 - 07.2010
- Acted as Floor Manager, overseeing daily operations and ensuring service excellence.
- Managed customer service functions, including invoicing and value-added services.
- Led store security protocols, responsible for opening, closing, and weekend management.
- Generated sales reports to analyze performance and identify trends.
- Provided technical advisory services and support at Client Technology Help Desk.
- Delivered tech-bar assistance for mobile devices and network issues.
Case/Project Manager Change of Lessee
TELSTRA CORPORATION LIMITED
Brisbane, QLD
08.2007 - 06.2009
- Managed Government Amalgamation Project for Northern Territory and Queensland in 2008/09.
- Coordinated transition of voice, data, mobile, contracts, and customized service products.
- Facilitated stakeholder engagement across multiple Telstra Service departments.
- Delivered transformation solutions tailored to client needs.
- Consolidated and maintained records for new legal invoicing identities.
Case Manager Business Service Delivery
TELSTRA CORPORATION LIMITED
Brisbane, QLD
04.2006 - 08.2007
- Delivered end-to-end service for enterprise and SME business customers.
- Managed escalation processes to resolve issues promptly.
- Oversaw personal project management for multi-discipline relocation and installation of voice, data, and broadband services.
- Conducted statistical analysis of processes and generated impact reports for Telstra business and field units.
Education
Google Cybersecurity Professional Certificate -
Coursera
CaliforniaCertificate II Skills For Work And Vocational Pathways -
Strategix
Sydney, NSW10-2025
JIRA Fundamentals - Project Management
Atlassian
Sydney06-2023
ICT Networking & Security - Undergraduate studies (deferred)
Federation University
Ballarat, VIC08-2017
Certificate III Security Operations - Security W/Advanced Senior First Aid
Coopers Training
Brisbane, QLD11-2016
Certificate III Warehouse Operations - Logistics W/ HRW Forklift Licence
Futurum
Brisbane, QLD11-2014
Control Traffic With Stop-Slow Bat Certification - Construction Management
Site Skills Training
Brisbane, QLD02-2014
TITAB Open Telecommunications Cable Registration - Telecommunications
Integracom Mgt Group
Brisbane, QLD12-2013
Skills
- System analysis and development
- Client experience and service
- IoT test development
- Cellular technology
- Mainframe systems
- Structural research and modeling
- Asset management optimization
- Project execution management
- Analytics reporting
- Stakeholder engagement
- Relationship development
- Agile problem solving
- Cybersecurity measures
- Network cloud security
- Linux systems
- SQL databases
- Intrusion detection prevention
- Python programming language
- Vulnerability assessment tools
- Bash scripting language
- Security incident management
- SIEM tools usage
- Threat intelligence analysis
- Debugging techniques
- Public speaking skills
- Master of ceremonies role
- Team building and coordination
Accomplishments
- Telstra - Leadership Award Amalgamation Project - Outstanding work
References
- Josh Brodrick, Business Analyst, VicRoads Concession Deed, 0420 436 476
- Tyler Cameron, Learning System Administrator, VicRoads Learning & Development, 0404 341 224
- Jason Groom, Test Lead, VicRoads Enterprise IT Transition, 0435 618 470
- Irwin Webb, Senior Counselor, Sonder, 0422 683 495
Timeline
Enterprise IT Analyst UAT
VICROADS
05.2023 - 12.2023
Senior Digital Customer Service Delivery Specialist
VICROADS
10.2021 - 06.2024
Senior Customer Service Consultant
VICROADS
02.2018 - 10.2021
Console Operator
BRITISH PETROLEUM
05.2014 - 07.2017
Customer Advisory Consultant
TELSTRA CORPORATION LIMITED
06.2009 - 07.2010
Case/Project Manager Change of Lessee
TELSTRA CORPORATION LIMITED
08.2007 - 06.2009
Case Manager Business Service Delivery
TELSTRA CORPORATION LIMITED
04.2006 - 08.2007
Google Cybersecurity Professional Certificate -
Coursera
Certificate II Skills For Work And Vocational Pathways -
Strategix
JIRA Fundamentals - Project Management
Atlassian
ICT Networking & Security - Undergraduate studies (deferred)
Federation University
Certificate III Security Operations - Security W/Advanced Senior First Aid
Coopers Training
Certificate III Warehouse Operations - Logistics W/ HRW Forklift Licence
Futurum
Control Traffic With Stop-Slow Bat Certification - Construction Management
Site Skills Training
TITAB Open Telecommunications Cable Registration - Telecommunications
Integracom Mgt Group