Matthew Masella

Oversight and resolution of incidents through structured processes as an Incident Commander, ensuring efficient coordination during critical situations.
Facilitation of cross-functional collaboration with global teams, including Product, Policy, and Legal departments, to address incident-related challenges.
Execution of impact analyses for accurate classification and prioritization of incident resolutions based on severity.
Conduct of technical risk assessments to support informed decision-making under high-pressure scenarios.
Communication of complex technical issues in a clear and accessible manner tailored to both engineering teams and executive management.
Organization and facilitation of post-incident review meetings aimed at identifying process improvements and recommending innovative solutions for recurring challenges.
Development and implementation of strategies to enhance incident response efficiency across diverse operational domains within the organization.
Contribution to a culture of continuous improvement by identifying trends from incidents to proactively mitigate future risks.

Addressed incidents and service requests for a wide spectrum of users, including machine operators and corporate staff at BlueScope Steel.
Provided Level 1 and Level 2 technical support for devices such as laptops, desktops, RF Gun scanners, printers, and phones.
Delivered IT support through multiple channels, including phone calls, chat interfaces, and in-person assistance.
Utilized remote access tools to diagnose and resolve technical issues efficiently over the phone.
Acquired in-depth knowledge of steel production processes through induction programs and site tours to better address production-related IT faults.
Ensured seamless IT support for critical operations within the steel manufacturing environment.
Contributed to maintaining operational stability by effectively handling user-reported issues in a timely manner.
Demonstrated adaptability by managing diverse responsibilities across different user groups and environments.

Evaluation and prioritization of major incident reports by assessing customer inputs and determining priority levels based on the impact on business operations.
Communication with internal and external stakeholders through timely updates aligned to SLA requirements, utilizing email and SMS channels effectively.
Facilitation of technical bridge calls involving relevant technical teams, coordination of action plans, and management of restoration efforts to ensure resolution efficiency.
Preparation of detailed post-incident reports, contributing to comprehensive documentation for tracking and analysis purposes.
Engagement in problem management tasks to perform root cause analysis aimed at minimizing recurrence of incidents.
Implementation of structured processes for incident response, ensuring adherence to organizational protocols and service standards.
Collaboration across departments to align restoration strategies with customer needs while maintaining optimal communication flow throughout incident lifecycles.
Contribution to service improvement initiatives through feedback incorporation derived from post-mortem reviews and root cause analyses.

Operation of a dedicated service desk exclusively supporting the Commonwealth Bank of Australia (CBA).
Delivery of premium service by managing requests including profile activations and device orders, such as phones, tablets, and RSA tokens.
Provision of comprehensive end-user support services, including password resets and other technical troubleshooting tasks.
Maintenance of service excellence standards to ensure smooth operations for CBA users.
Coordination with stakeholders to efficiently address and resolve support requests within established timelines.
Implementation of processes to streamline end-user support and enhance response time for common technical issues.
Handling high-volume requests with accuracy to maintain optimal customer satisfaction levels.
Adherence to confidentiality standards while managing sensitive user data during issue resolution.

Operated within a dynamic service desk environment, supporting multiple customer accounts across diverse requirements.
Responded to a high volume of incoming and outgoing calls daily, ensuring consistent and effective communication with end users.
Managed mobility requests for business users, including configuring and adding service packs to mobile services.
Conducted Level 1 and Level 2 triage by remotely accessing customer routers to diagnose and resolve network issues efficiently.
Oversaw jeopardy queue management for outstanding incidents by maintaining timely incident updates in work notes.
Ensured adherence to service-level agreements (SLAs) through proactive follow-up with assigned resolvers to achieve timely restoration of services.
Enabled swift resolution processes by prioritizing cases, tracking progress regularly, and communicating effectively with relevant stakeholders.
Contributed to the success of customer satisfaction goals through efficient problem-solving and maintaining a focus on service quality standards.

Delivered user profile support for major clients, including BlueScope Steel and Origin Energy, ensuring seamless operation of systems.
Oversaw the complete lifecycle of ticket management processes to achieve customer satisfaction and efficient issue resolution.
Handled Active Directory operations such as creating, editing, and deleting user profiles to maintain accurate access rights and compliance.
Ensured adherence to service-level agreements (SLAs) through effective prioritization and timely resolution of support requests.
Addressed technical issues with a focus on minimizing disruptions to business operations.
Applied troubleshooting protocols to identify root causes and provide accurate solutions for recurring technical problems.
Coordinated communication between users and technical teams to facilitate clear understanding and fast issue resolution.
Monitored service trends and recommended improvements in ticket handling procedures for enhanced operational efficiency.

Critical Incident Manager