MYOB

Transitioned to Senior Support Specialist from Senior Support Analyst after 2 years in Senior Support Analyst role.
Incident identification alert and support.
Ticket escalation resolution support.
Partner ticket management meetings.
Developer and Platform technical support such as, technical support for API and middleware issues, or performance issues troubleshooting.
Rescripting MySQL for data fixes.
Customisation support and report writing support.
Support delivery improvement.
Mentoring and training support analysts.
Documentation of Confluence pages for support team to follow.
Issue progression using JIRA for Product issues and enhancements.

Senior Support Specialist - ERP Software - MYOB Advanced - 2023 Aspiring Leader Program Completed

Various Companies

Interviews to determine requirements.
Present and future state analysis.
Assisted with design and delivery of new systems.
Project creation, timelines adherence and management of some of the deliverables and communications.
Export of financial reports and data from existing system and import into new system.
On site workshops, training, implementation and support to go live with new system.

Enterprise Resource Planning Implementation Consultant

NDIS

Responsibilities: Strategic Goal Setting, Road Mapping, Budgeting, Negotiating Fund Allocation, Guiding Plan Managers, Liaising with Local Area Managers and Suppliers / Providers, Managing Providers / Employees.  Reporting and Accountability to the NDIA.
 
Eliciting reports to procure funding, fund management, budgeting, reporting, feedback to the NDIA.  

For my Own and my Son’s plans.

Plan Management 

Involved in the pilot prior to the inception of the NDIS program under DHHS Victoria.  Responsibilities included: eliciting reports to procure funding, fund management, budgeting, reporting, feedback and assistance forming policy via feedback.

Pilot Program - Plan Management

Megabus Software Pty Ltd

Working directly with the Operations Manager through change management for the company.
Introduction of Freshdesk ticketing system, and JIRA for the development team's work prioritisation, introduction of ITIL service delivery and KPIs while leading the support team of 17 through growth and change and improving performance and delivery by the support team.
Change management during expansion of the company and the company completely renewed its operating procedures and culture.  The product evolved from on premise, to a cloud software solution during this time as well.

Application Support Team Lead - Enterprise Resource Planning Software.

Assisting Platform Services, Data and Developer Support
Some Forensic Accounting Support, Peripherals, Security, Hosted Services Support.
Functional Enterprise Resource Planning Software support for the Tyre and Automotive Industry, covering Franchise, Retail, and Wholesale environments.

Application Support Analyst - ERP Software, Hosting, Networks, Data and Developer Support

I work with technical and functional teams to provide best outcomes for ERP Product solutions via regular collaborations with stakeholders, and engage teams internally and externally, to deliver results.  I oversee support work on a balance of internal and externally agreed prioritised outcomes, and guide and mentor collaborations that foster growth and learning.  I have excellent technical and functional expertise that enables me to speak to both technical and functional teams and deliver outcomes efficiently and effectively.

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