ServiceNow

Senior Platform Architect

Optus

This role is responsible for the major service management reporting and its alignment to KPIs and critical success factors for Group IT in Optus. In addition, I drive continuous improvement and maturation of our service management processes which are now underpinned by the delivery of our new ServiceNow ITSM implementation that replaced numerous unintegrated tools.

Using my direct knowledge and unique position, I often perform the technical build of the supporting improvements and refinements on the ServiceNow platform itself including workflows, form design, and scripting. I am also supporting efforts of to bring our CMDB in alignment with the ServiceNow CSDM 3.0 Whitepaper.

Prior to implementing ServiceNow, I utilised a number of business intelligence solutions including SAP Business Objects XI, Crystal Reports and Xcelsius in conjunction with RDBMS (MS SQL Server, Oracle and MySQL). I would then design and build end-to-end data analysis solutions to leverage the data in our service management applications to make visible the trends in our IT support functions and implement the desired or corrective behaviours to deliver the performance expected by our internal and external customers. This allowed our regional IT organisation to keep track of our performance and enabling our staff to remain focused upon their performance objectives.

I am also responsible for reviewing and streamlining our service management communications sent from IT to our business customers covering major incidents, planned/unplanned outages and performance reporting.

Service Management Specialist

This role manages a significant portion of the incident, problem and change management statistics, reporting and dataset management for the Service Operations division within Technology and Products. This position is critical in maintaining consistency in our reported performance to the business while ensuring that our calculations are logical, sound and condusive to promoting positive behaviours.

IT Solution Designer (Sourcing, Strategy & Capability / AS&M)

Researched and designed potential IT operational metrics for use in the CIO Dashboard as well developing a consolidated catalogue of IT operational reporting. Also responsible for building web forms to interface with new and existing databases. Primarily utilising ASP and IIS, I have built solutions to manage requests for new IT resources, gather information for IT-wide surveys and assist IT team assistants collate work requests.

IT Solution Designer (IT Capability)

Worked as an application Solution Designer for approximately thirty systems mainly related to fixed line products (such as provisioning, porting and maintenance systems) and call centre operations (reporting and scheduling systems).

I also held the IT Portfolio Manager role temporarily for about three months which gave me experience with the application support and financial aspects of the team and giving me hands on experience with the behaviour and design principles of the systems.

IT Solution Designer (Consumer and Customer Care)

IT Business Analyst

Neowin.net

Covering the full gamut of technology news in Australia and around the world.

News Reporter

Soup

This role utilised my prior experience in managing online communities to help launch, maintain and grow a new exclusive community for Panasonic and its products. I also created exclusive content for the Panasonic Australia blog as well as shared my experiences and thoughts on Panasonic products through my blog, YouTube channel and social media accounts.

Online Community Consultant

FinXL IT Professional Services

Devised and lead the UAT execution for a new Optus mobile VAS (Value Added Service). Responsible for the creation, tacking and completion of test cases along with the production of the Test Summary Report with approval from the business. As part of this role, I also raised and tracked faults with the product when discovered during testing and worked to incorporate late product requirements into the testing efforts.

Test Analyst

TeleTech

Managed a team of 25 Customer Service Representatives and looked after the daily administration, technical/customer service development and performance management of my staff. Responsible for monitoring the service levels in the call centre across various skill groups to ensure that monthly targets were fulfilled. Also took escalated calls from Customer Service Representatives that were more technical or sensitive in nature.

Team Leader

Supervisor role in an outsourced Internet Helpdesk for a large Australian ISP. Answered technical queries from CSRs and handled customers escalated calls of a more difficult/technical nature. Also assisted Team Leaders with the daily administrations of their respective teams and technical development of staff in the call centre. Acted in Team Leader roles periodically to ensure coverage during annual leave.

Senior Customer Service Representative

Outsourced Internet Helpdesk role for a large Australian ISP with the aim to resolve customer problems with using their Internet service.

Customer Service Representative

Specialist in IT service management; generalist in technology.

Hands-on experience and development with ServiceNow to underpin ITSM processes. I combine my solution architecture and business analyst backgrounds to deliver sensible and scalable solutions and breakthrough user experiences.

I also undertake operational data analysis and data mining through the use of dashboards, metrics, and targetted reporting. These measures help uncover internal business behaviours and trends that may impact efficiency, delivery, and positive customer experience. I utilise this expertise to drive positive results in IT service management underpinned by logical and robust processes supported by a capable toolset.

I am capable of managing a team of specialist/technical resources and driving my own personal, organic development to address an imminent technical need or to better understand possible strategic opportunities.

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