Experience

Inlogik

• Australia
• IT Services and IT Consulting
• 1 - 100 Employee

• Business Analyst

  • Apr 2019 - Present

  • Assist sales team with technical feasibility during the pre-sales process for both new and existing clients.• Run requirements gathering workshop involving Client team (Finance, PM, Integration Specialist, 3rd party Vendors) and internal Stakeholders including Account Manager, and Project Manager.• Prepare an unambiguous Work Order document to agree on requirements with the client and prepare a quote for the proposed work.• Translate the Work Order document into a Functional Design document for our internal Development team.• Assist the Engineering team with any queries that may come up during the development process.• Review Development work to ensure it’s built as specified and liaise with the Client for User Acceptance Testing.• Provide training and feedback to other Business Analysts in the team.



Victorian Building Authority

• Australia
• Legislative Offices
• 200 - 300 Employee

• Systems Support Analyst

  • Feb 2017 - Jun 2017

  Primary role is providing on site technical support to the VBA users.Provide hardware and software support to over 350 users including laptops and desktops. Setup new PC, laptop, iPad and iPhones.Software installations, help desk inquiries, network support.Provide Citrix VDI and application support.Documenting processes as required.Assist with MS Office suite applications such as Outlook including O365. Primary role is providing on site technical support to the VBA users.Provide hardware and software support to over 350 users including laptops and desktops. Setup new PC, laptop, iPad and iPhones.Software installations, help desk inquiries, network support.Provide Citrix VDI and application support.Documenting processes as required.Assist with MS Office suite applications such as Outlook including O365.



SA Health

• Australia
• Hospitals and Health Care
• 700 & Above Employee

• Application Support Analyst

  • Oct 2015 - Sep 2016

  - Worked with Clinical Analysts to provide support for EPAS application users.- EPAS is an acronym for Enterprise Patient Administration System. It is a large-scale electronic application, worth $500 million, that can perform all the tasks required throughout a patient’s journey, from admission to discharge dramatically reducing the error rate and paper use in hospitals- It has 4 main modules – Registration, Scheduling, Clinical and Finance as well as a secondary application called Sunrise Records Manager that works in conjunction with Clinical module.When working with the program, my responsibilities included:- Provide 2nd level EPAS support, including after hours, via phone, email and remote assistance.- Liaise with other support teams, stakeholders and vendor to ensure customer requests are promptly addressed. - Constantly working towards maintaining and developing the application based on customer needs. For example, by creating new order forms, setting up new clinics, user accounts and printer queues.- Maintaining and creating new knowledge documents to assist colleagues as new information comes to hand.- Monitoring the BCP (Business Continuity Procedures) reports to minimize inconvenience to customers in an event of downtime.- Trained new staff in EPAS Registration, Printing and Records Manager.- Created and setup new printer queues.- Created new user accounts.

• Service Desk Analyst

  • Mar 2013 - Oct 2015

  - Provide first level IT support via phone, email and remote assistance based on ITIL principles.- Constantly learning about new technologies such as in MS Office Suite, Citrix, TCP/IP, and printing as there was customer expectation upon us to be an all-rounder being the first point of contact. - Ensuring all the details are captured including screen shots when recording issues reported by customers – good documentation was paramount.- Investigating the possible source and nature of an incident through a series of high level questions.- Maintaining and creating new knowledge documents to assist colleagues as new information comes to hand.- Contribute fully as an active team member, to ensure personal and team objectives are not only achieved but also surpassed. - Assist customers in raising appropriate service requests. For example, ordering a new hardware, requesting a new account creation and deploying software to their PC.- Creation, deletion and maintenance of user accounts in Active Directory.- Assisted Senior Service Desk officers with creating and maintaining new and existing VPN accounts when the responsibility was transferred to Service Desk as I had previous experience in this field.

• Senior Service Desk Analyst

  • Sep 2014 - Nov 2014

  - Assisted Service Delivery Manager in creating and maintaining new knowledge base system during the the transition phase upon introduction of a new call logging system.- Assisted team leaders with call escalations by calling customers back and taking ownership of their IT issues.



GE Capital

• United States
• Financial Services
• 700 & Above Employee

• Service Desk Analyst

  • Dec 2011 - Dec 2012

  - Provide 1st level Helpdesk support via phone, email and remote assistance. - Investigating the possible source and nature of an incident through a series of high level questions.- Maintaining and creating new knowledge documents to assist colleagues as new information comes to hand.- User Administration tasks such as creating, deleting, modifying LAN accounts for GE system users in Active Directory, and branch transfers and setting up printers and Branch Teller accounts in ICBS and CRS applications.- Creating and maintaining new and existing VPN accounts in CISCO, RSA Security and GE Identity Manager applications.