Mario Mascurine
Service Desk Manager at Technetics Consulting Pty Ltd- Claim this Profile
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Bio
Philip Frkovic
Mario Mascurine was colleague at DXC. We had similar roles in different parts of the country and worked collaboratively to understand and solve issues. Mario is very dedicated and hardworking and his people management skills are outstanding. I have the utmost respect for Mario's work ethic and commitment to both organisation and people he works with.
Tim Teoh
Mario is a highly capable IT manager. Mario and I worked together and interacted at CSC (now DXC). I worked with Mario during the transition-in of services and take-on of new people for a major new client for CSC. The client was a global cards payment company. Mario had responsibility for infrastructure related services, my responsibilities were for application services. I found Mario to be professional, responsive, diligent, and approachable for all matters relating to his area of responsibility. Mario is collaborative and a team player in his approach. It was a pleasure working with him.
Philip Frkovic
Mario Mascurine was colleague at DXC. We had similar roles in different parts of the country and worked collaboratively to understand and solve issues. Mario is very dedicated and hardworking and his people management skills are outstanding. I have the utmost respect for Mario's work ethic and commitment to both organisation and people he works with.
Tim Teoh
Mario is a highly capable IT manager. Mario and I worked together and interacted at CSC (now DXC). I worked with Mario during the transition-in of services and take-on of new people for a major new client for CSC. The client was a global cards payment company. Mario had responsibility for infrastructure related services, my responsibilities were for application services. I found Mario to be professional, responsive, diligent, and approachable for all matters relating to his area of responsibility. Mario is collaborative and a team player in his approach. It was a pleasure working with him.
Philip Frkovic
Mario Mascurine was colleague at DXC. We had similar roles in different parts of the country and worked collaboratively to understand and solve issues. Mario is very dedicated and hardworking and his people management skills are outstanding. I have the utmost respect for Mario's work ethic and commitment to both organisation and people he works with.
Tim Teoh
Mario is a highly capable IT manager. Mario and I worked together and interacted at CSC (now DXC). I worked with Mario during the transition-in of services and take-on of new people for a major new client for CSC. The client was a global cards payment company. Mario had responsibility for infrastructure related services, my responsibilities were for application services. I found Mario to be professional, responsive, diligent, and approachable for all matters relating to his area of responsibility. Mario is collaborative and a team player in his approach. It was a pleasure working with him.
Philip Frkovic
Mario Mascurine was colleague at DXC. We had similar roles in different parts of the country and worked collaboratively to understand and solve issues. Mario is very dedicated and hardworking and his people management skills are outstanding. I have the utmost respect for Mario's work ethic and commitment to both organisation and people he works with.
Tim Teoh
Mario is a highly capable IT manager. Mario and I worked together and interacted at CSC (now DXC). I worked with Mario during the transition-in of services and take-on of new people for a major new client for CSC. The client was a global cards payment company. Mario had responsibility for infrastructure related services, my responsibilities were for application services. I found Mario to be professional, responsive, diligent, and approachable for all matters relating to his area of responsibility. Mario is collaborative and a team player in his approach. It was a pleasure working with him.
Experience
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Technetics Consulting Pty Ltd
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Australia
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IT Services and IT Consulting
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1 - 100 Employee
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Service Desk Manager
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Jan 2020 - Present
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Chemist Warehouse
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Australia
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Retail
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700 & Above Employee
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End User Service Delivery Manager ( Australia & New Zealand )
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Nov 2018 - Dec 2019
In this Role: • Responsible in successfully setting up the IT Service Delivery Department for Chemist Warehouse. • Established Business confidence in IT Service Delivery • Built relationships with all Business Stakeholders across the organisation. • Provided a conduit for IT Support Departments to deliver and support Business Departments Stake holders. • Support IT departments in delivering IT services within agreed SLA timelines. • Identify and convert IT opportunities in a growing business across the organisation. Key Accountabilities: • Managing Recruitment, Performance Management and Individual development plans of Service Delivery Officers. • Aid and support to other members of the team in performance of their roles and responsibilities. • Work closely with assigned department functions to deliver exceptional services across the business. • Establish and maintain strong relationships with all Stores, Distribution Centers, Business Departments. • Demonstrate teamwork and foster effective communication with departmental/ functional colleagues. Show less
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Agility Applications Pty Ltd
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Australia
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IT Services and IT Consulting
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1 - 100 Employee
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Head of End User Information & Communications Technology (ICT) Services
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Aug 2017 - Nov 2018
As the Head of End User ICT Support I managed the hands-on and operational aspects of the Onsite ICT Support team. Key Accountability: - Oversee and monitor all support requests, ensuring timely responses and correct escalation of issues to Agility’s Development, Support, Operations, Delivery and Account Service Management teams. - Lead and manage the day to day operations of the ICT Support team to ensure that the team is meeting client and contractual obligations. - Lead the development of systems and processes to streamline ICT Support activities and meet operational requirements. - Be the contact of escalation for all contracted Agility client technology issues, including out-of-hours events. - Be responsible for and proactively manage client expectations and relationships, ensuring adherence to all commitments and services levels. - Build and maintain key vendor and client relationships and conduct regular client calls and visits. - Identify client business development and sales opportunities. - Approve expenditure within agreed guidelines and existing policies relating to travel, entertainment, equipment and client purchases. - Effectively manage and lead a team of Systems Support Analysts, meeting regularly with the team to ensure team members are engaged, working collaboratively and supporting each other, developing professionally and achieving outcomes in line with operational requirements. Show less
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DXC Technology
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United States
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IT Services and IT Consulting
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700 & Above Employee
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End User Service Delivery Area Manager - Victoria, South Australia & New Zealand
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Jan 2013 - Jun 2017
Promoted to Area Manage End User Service Delivery as part of an organisation restructure to manage all Customer Accounts and a team of 30+ direct reports that included highly performing Senior Desktop Engineers as Account Leads and Desktop Technicians. Was accountable for delivering End User Services on multinational/global customer across Victoria, South Australia & New Zealand, ranging in size from 500 to 20,000 users. • End to End accountability for all services provided to a portfolio of clients. These services included Desktop, Applications, Service Desk, Infrastructure, Asset Management, Network and Security. Accountable for Service Delivery, SLA’s, Customer Satisfaction and Resource Management. Achievements • Drove successful service improvement programs and reporting, resulting in 80% reduction in aged incidents and requests over a 3 month period. • Oversaw Client Site Services transition of multiple new customers to DXC (CSC) support. As the Client Site Services leader, I was responsible for multiple accounts in the region and ensured that appropriate staff were assigned and processes were implemented to deliver services at or above the agreed Service Levels. • Managed an IT compliance remediation program to deliver a successful IT Audit for a major customer. This was achieved by engaging and working in association with technical teams resulting in the client receiving no major adverse audit findings from their external auditor. • Implemented the Tech Bar (One Stop Shop) on the AMP Account. This has been rated by all levels of the Customer and DXC Management as a grand succuss across Melbourne and being cloned across other AMP offices in Australia. • Successfully implemented new process that helped the organisation to attain an increased customer NPS of 10 from 6 across high profile accounts. • Tactfully coordinated and achieved 50% drop in volumes of all severity levels of open tickets in 3 months. Show less
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CSC
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United States
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Information Technology & Services
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700 & Above Employee
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Team Leader End Users Services at AMP
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Jan 2012 - Jan 2013
Promoted to Team Lead on the AMP Account to lead a team of 15+ direct reports across Melbourne and Adelaide. Accountable for delivery of Desktop & End User services to VIP and end users, ranging from 500 to 3000 users across Melbourne & South Australia.
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End User Onsite Service Delivery Lead at Bombardier Transportation
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Jan 2003 - Jan 2012
Account Lead End Users Service Engineer on the Bombardier Transportation Account supporting 3000+ users across Australia delivering Desktop & End User services to VIP and end users. Assigned additional responsibilities to manage the Transition of the Bombardier Account in Australia along with the induction of ex Bombardier 3 Field Services Staff to CSC
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End User Onsite Service Delivery Team Leader at BHP Billiton
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Jan 2002 - Jan 2003
Team Leader on the BHP Billiton, Managed a Team of 15 Desktop Technicians to deliver Desktop & End User services to VIPs and end users and supporting high profile escalation with an emphasis on meeting strict SLA targets & KPI’s supporting 4000 users across Victoria.
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Education
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Don Bosco Degree College
City and Guilds London, Diploma in Information Technology -
Indiana Institute of Technology
Certificate in Electronics and Telecomunication
Community
