Wiley Grivas

Managed SCATS data requests from stakeholders, delivering historical traffic data, detector traffic data, LX files, design plans, and intersection information. Interpreted customer requirements and validated data within agreed timeframes.

• Executed daily operational tasks with precision and timeliness.
• Proposed creative strategies to improve team effectiveness and results.
• Collaborated with a varied team to meet objectives and resolve product-related challenges.

Delivered specialised on-site IT support through Transport's Yellow Shirt concierge service, providing proactive, face-to-face assistance to staff and ensuring a high standard of customer experience and issue resolution.

• Delivered personalised walk-up and desk-side support, resolving a wide range of IT issues.
• Acted as a primary on-site point of contact for technical support and advice.
• Supported one of Transport's busiest office locations, assisting a diverse range of customers and business units.
• Identified and escalated major incidents to minimise operational disruption.
• Built strong relationships with customers while promoting IT policies, processes, and best practices.

Supported service improvement and data quality initiatives across Transport for NSW, contributing to knowledge management, governance, and business improvement projects.

• Assisted with the redesign and rollout of the Transport for NSW homepage.
• Reviewed knowledge base content and identified improvements to information accessibility and user experience.
• Participated in pilot testing and user feedback activities prior to launch.
• Supported implementation of the Call Tree emergency contact system.
• Validated and maintained staff data across corporate systems including Active Directory, Equip, Power BI, and Microsoft 365.
• Ensured data consistency and accuracy across multiple business systems.

• Provided technical support and incident management services within a secure government environment, supporting staff across the organisation and acting as the primary ICT support resource for the Melbourne office.
• Acted as the sole ICT support officer for the Melbourne office, providing end-to-end technical support and incident resolution for all staff.
• Resolved ICT incidents and service requests, providing Level 2 technical support.
• Supported ICT projects, infrastructure improvements, and security initiatives.
• Investigated technical issues and implemented solutions in line with service standards.
• Built strong relationships with internal stakeholders and business areas.
• Maintained a Negative Vetting 1 (NV1) Security Clearance.

• Managed governance and exceptions queues of aged tickets, employing proactive problem-solving techniques to resolve longstanding issues.
• Acted as a key point of contact for escalations, efficiently managing and prioritizing incidents to ensure swift resolution and minimal impact on operations.
• Collaborated with internal teams within TfNSW, leveraging relationships to ensure timely completion of Service Level Agreements (SLAs).
• Demonstrated exceptional problem-solving skills in addressing complex ICT challenges that had previously stumped the Service Desk and internal support queues, resulting in innovative and effective solutions.
• Reported to management teams on updates within queue management system, highlighting trends, performance metrics, and areas for improvement.
• Maintained regular communication with vendors to coordinate incident resolution efforts and ensure alignment with SLAs and organizational objectives.
• Held a crucial role on the 24/7 on-call roster for major incidents involving IBM-managed servers, demonstrating unwavering dedication to ensuring continuous service availability and mitigating potential disruptions.