Digital Experience Manager

• Nov 2021 - Present

Team Manager - Joint Border Analytics

• Dec 2019 - Nov 2021

Senior Business Analyst - Joint Border Analytics

• Sep 2019 - Dec 2019

Business Analyst

• May 2018 - Aug 2019

Manager Business Solutions

• Jul 2017 - May 2018

Leading a team of 10 project managers and analysts within the IT departmentProviding budget analysis and performance reporting to senior managementDeveloping relationships and building a close, effective teamVendor and contract managementTeam strategy and planningProcess improvements and alignment with organisational goals

Technical Business Analyst

• Nov 2016 - Jul 2017

Gathered business requirements with workshops and other methodsEstablished relationships with the business, other local government bodies and vendorsAssisted with technical solutionsMapped business processes in Visio/PromappFacilitated clear communication between IT and the business

Service Delivery Analyst and Green IT Champion

• Jan 2015 - Nov 2016

Process improvement, service design and technical documentation based position Liaising with project managers, co-ordinators, technical writers and technical subject matter experts (SMEs) for the completion of Application and Service Handover guidelinesCreation of internal technical troubleshooting documents or customer-facing guides; formatted to specific technical and style guidelines AchievementsI received an award for my work in Continuous Improvement Development from the CIO and IS Lead Team in July 2015 I ran an initiative in conjunction with an enterprise project and an external vendor to re-design the content structure and process of the central SharePoint Applications Repository used by the whole department. I created a Business Case for the Council to adopt Green IT as a methodology, which enabled me to form good working relationships with external departments. I currently maintain the Council's first Intranet page on Green ITProfessional development Lean Six Sigma and Kaizen Workshop 26th - 29th May 2016Kepner & Fourie 2 day Facilitator Workshop 13th - 16th May 2016IT Service Management Conference (ITSMF)11th May -13th May 2015 - Auckland

Senior Service Desk Analyst

• May 2014 - Jan 2015

A process improvement and technical documentation based position reporting to the IS Service Desk manager. The role requires liaising with project managers, co-ordinators, technical writers and technical Subject Matter Experts (SMEs) for the completion of Application and Service Handover Documentation for the Service Desk. This enables our Service Desk staff to support new solutions implemented by the Project Team, resulting in an improved Customer experience. I also create a number of documents formatted to specific technical and style guidelines for our HP Service Management Knowledge base. These Knowledge articles are internal Technical troubleshooting documents, customer-facing guides or a combination of the two. I am responsible for developing and documenting Process Improvements across the IS Service Desk such as the Major Incident Process. I develop the processes alongside key Stakeholders, and document them in Promapp and Visio.

Desktop Support

• Nov 2013 - May 2014

Service Desk Analyst

• Jan 2013 - Nov 2013