IT Client Relations Consultant

• Aug 2021 - Present

Key Achievements: - Led, trained, and managed staff regarding new technology solutions and troubleshooting. - Deployed the cloud solution for the Master Data Management (MDM) reducing the costs by 20%. - Worked in partnership with the SA Government for the implementation of the SWIFT project, improving cyber security and network efficiency by over 30%. - Mapped and documented network systems for 3 clients, resulting in increased workplace efficiency and reducing the time response of issues by 30%. Responsibilities: - Communicated with the CEO to support company growth and optimize processes. - Supervised lifecycle processes pertaining to the IT framework and maintained the IT process roadmap to achieve business objectives. - Developed about AU$175,000.00 information technology budget, implementing cost-cutting initiatives to stay on track. - Delivered solution models and architectures to support business requirements, organisations and industry standards. - Updated IT project plans based on changing objectives, specifications and staff availability. - Recommended hardware and software acquisitions to help users assess needs and justify equipment and services. - Worked with users providing clarification from system specifications, keeping them up to date about issues status and responding to any requirement forwarded to the IT Department. - Responsible for researching, analysing, evaluating, and monitoring the system infrastructure to ensure they are configured to operate at ideal behaviour. - Identified and evaluated inefficiencies and recommended optimal business practices, and system functionality and behaviour.

Senior Information Technology Specialist

• Feb 2021 - Aug 2021

Key Achievements: - Supported, maintained and monitored the entire customer IT infrastructure as a single point of contact while working for 3 clients. - Reduced the ticket backlog by 90% improving customer satisfaction. Responsibilities: - Responded to clients’ queries, ran diagnostic programs, isolated problems and implemented them. - Performed walk-throughs for new hires to aid in technological on-boarding processes. - Performed remote troubleshooting through diagnostic techniques. - Determined the best solution based on the issue and details provided by customers. - Managed the client's server systems, networks, IT hardware and infrastructure in general. - Provided accurate information on IT products and services. - Identified and suggest possible improvements to procedures.

Senior Technical Business Analyst

• Nov 2011 - Aug 2019

Key Achievements: - Gained recognition award for high performance in the company. - Created process automation that reduced the product delivery period by 30%. - Increased the revenue by 20% as it was possible to work on more projects at the same time. - Decreased the number of tickets in production by 40% - Managed over 5 different projects with a budget of over AU$300.000 per year. Responsibilities: - Supported main stakeholders in application management processes, demonstrating effective communication, and the ability to prioritise. - Created and managed technical documentation including functional specifications, solution options, business cases, process flows, test plans and test cases. - Analysed data solutions to ensure they accurately reflected the needs of the business. - Managed technical changes to provide timely solutions and mitigate impacts to customers and users.

Senior Business Analyst

• May 2008 - Nov 2011

Key Achievements: - Participated and delivered projects that increased revenue by 10% and attracted new customers. - Intermediated and improved the relationship between the business team and suppliers, in order to obtain deliverables according to expectations. - Implemented the FWT project responsible for increasing the customer base by more than 15%. Responsibilities: - Collected and collated business requirements for B2B and B2C telecom products. - Created documentation that describes stakeholder requirements, traceable to the test team, and understandable to the development team. - Worked with the delivery team to ensure the functional completeness of the solution. - Worked with business stakeholders keeping them informed of project progress. - Provided clarification and acted as a point of reference for business requirement inquiries by the solution design and project delivery teams. - Supported the production team to understand and act on incident issues related to the new products delivered in production.

System Analyst

• Mar 2007 - May 2008

Technical Analyst

• Nov 2005 - Mar 2007

Intern

• Nov 2004 - Nov 2005