Service Delivery Manager

• May 2022 - Present

Senior Application Support Administrator

• Jan 2021 - May 2022

SQL Database management Application support: Salesforce, Aurion, Epicor NDIS rates implementation SQL Database management Application support: Salesforce, Aurion, Epicor NDIS rates implementation

Senior ICT Officer

• Aug 2019 - Jan 2021

SENIOR IT OFFICER Office of the Public Trustee of Queensland August 2019 – Present As Senior IT Officer, my role entails demonstrating outstanding leadership and technical expertise in managing a complex team workload whilst contributing to achieving global SLAs and KPIs. I am in charge of coordinating support for the Executive Leadership Team for various applications, as well as engaging stakeholders to ensure steady and consistent involvement in value-adding projects. I contribute to the ongoing development and maintenance of all support documentation. I also carry out support documentation in line with standards and key regulations. Here, I develop and monitor policies for researching, analysing and documenting business requirements, and applying knowledge to logs to document software and other non-functional requirements. I evaluate and maintain productive relationships with business and other stakeholders. I actively promote digital transformation decision-making at an organisational level and support change management objectives by researching and recommending highly effective change plans and transition strategies. Moreover, I strengthen, improve, and streamline core services whilst identifying future opportunities to build sustainable competitive advantage. I supervise, coordinate, and monitor projects, carrying out process life cycle tasks such as quotation, bidding, detail design, construction, and delivery. Additionally, I prepare project schedules and budgets and control expenditure. I practise strong communication skills such as between clients and suppliers, contractors, and other stakeholders. Lastly, I conduct various network administration and troubleshooting, whilst monitoring network usage.

IT Analyst

• Jun 2017 - Jul 2019

During my role at the Officer of the Director of Public Prosecutions, I maintained accountability for a workload in achieving SLAs and KPIs, particularly in mailbox administration and troubleshooting. The role entailed assisting co-workers in achieving desired objectives whilst liaising with internal and external stakeholders. I handled difficult stakeholders whilst convincing them on the benefits of digitalisation. I introduced new systems and approaches to problem solving and equipped firms with change management strategies. I also documented business cases and engaged in the development of new project scope by assessing the current state and recommending proposed state process flows. Moreover, I provided business requirements and carried out functional and non-functional requirements as well as user stories, structured testing, implementation, and application of various migration and transition strategies. I contributed inputs to the ongoing development and maintenance of all support documentation in line with the agreed quality standards. I maintained skills and knowledge within the group to proactively manage the evolving threat landscape. I also monitored network usage via Solar Winds Software whilst creating documentation on user guides to newly introduced tools. As a result, I was successful in including the planning, managing, and maintain physical servers, including Windows 2003, 2008 and 2012. I built, maintained, and managed VM servers (Windows 2003, 2008 and 2012) by involving in monthly security patching for both physical and virtual servers. I was able to gain expertise and experience with Active Directory, Exchange, and Citrix XenApp 6.5 infrastructure. I configured and deployed of Windows 7/8x and other platforms. Lastly, I managed ad sites and services and managed backups and restores.

Associate System Engineer

• Oct 2013 - Jun 2017

At Kinetic IT, I facilitated positive outcomes and worked within a team environment to promote further collaboration with various internal and external stakeholders. I delegated tasks and managed level 1 and 2 technicians, maintaining and preparing accurate daily and periodic documentation through detailed and comprehensive reports. I assisted in maintaining and maximising output whilst minimising potential risks and threats. I carried out effective changes within a controlled environment whilst adhering to change management guidelines. I also conducted various technical outputs such as patch scheduling and maintenance, router and switch configuration, routine rack clean-up for network equipment, monitoring network usage via solar winds, and managing and shaping network traffic. Moreover, I updated and maintained network devices and conducted mobile device management and training. I assisted with video conferencing issues and ensured that there were no latencies and connectivity concerns. I also provided assistance through various other tasks such as server management, providing ongoing Office 365 support, deploying CCM packaging and overseeing change management.