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Work Background
e&e SolutionsSenior Business Analyst
Oct. 2024Brisbane City, QLD
Pipefish Pty LtdBusiness Analyst
May. 2023 - Oct. 2024Brisbane, Queensland, AustraliaA contracted senior business analyst working on a series of projects for Super Retail Group. The focus of BA work changed with each role, from data migration of the membership database to customer management and engagement and finally supply chain process and technology improvements. Collaborate with development teams through daily sprints and Epic delivery. Maintain accuracy of Confluence workspaces in documenting product features and development stages. Ensure requirements were relevant to stakeholders, development teams, and test analysts.
> Guided the development of an approach and structure for traceability of business needs through development and testing, to release
> Release of loyalty programme for Supercheap Auto and BCF was one of SRG’s most successful ever
> Traceability and alignment maintained throughout a massive project
> Near zero outstanding bugs and seamless transition for client facing teams
> Customer and data management needs met and exceeded
NTTProduct Owner / Business Analyst
Jul. 2022 - Mar. 2023Brisbane, Queensland, AustraliaAs product owner and business analyst, I oversee the delivery of managed services, conduct all associated monitoring and alerting, and create and present reports to enterprise clients. I also continually evaluate our existing internal microservices and automations to identify areas in need of upgrades; to that end, I introduce new features that improve functionality and productivity as well as cost-efficiency. I lead Agile development teams through daily sprints and Epic delivery while managing the backlog and sprints in Jira. I also ensure that the Confluence workspaces are kept current in documenting product features and development stages.
Some notable achievements in this role include: • I streamlined the new-client orientation process, saving up to 40 senior engineering hours per client, while increasing the overall efficiency of onboarding through automation.
• In an immediate response to vulnerabilities created by a sudden decommissioning of several microservices components, I developed a new capability to mitigate the risk.
• I fostered communication with vendors and external stakeholders and also built relationships with client stakeholders to continually deploy enhancements to the self-service catalogue I built and delivered in my previous role.
NTTSenior Associate Business Analyst
Oct. 2019 - Mar. 2023Brisbane, AustraliaIn this role, my main objectives were to define technical requirements, draft system artefacts, design new services, and lead integrations for large, complex corporate infrastructure projects. I analysed the projected outcomes, risks, and costs of each project's engineering requirements to determine the most efficient and cost-effective solutions. I also conducted in-depth audits and performance analyses of a specific service-improvement programme we initiated to improve customer satisfaction.
Selected accomplishments in this role include: • I built and delivered a digital self-service catalogue for key clients, having no prior knowledge of the platform and on a tight deadline, acting as the primary liaison between all stakeholders and managing the project teams. This initiative reduced wait time from days to hours and eliminated errors and omissions in service requests.
• I increased monthly billing by more than $10,000 by auditing tickets and requests and identifying unpaid billable services.
• I grew our managed service revenue by negotiating and expanding in-contract activities and services.
• I standardised the processes and artefacts needed to create statements of work for clients, which enabled quicker and more efficient document production.
Dimension DataProduct Specialist/Technical Analyst
Sep. 2011 - Mar. 2023BrisbaneIn this role, my main objectives were to define technical requirements, draft system artefacts, design new services, and lead integrations for large, complex corporate infrastructure projects. I analysed the projected outcomes, risks, and costs of each project's engineering requirements to determine the most efficient and cost-effective solutions. I also conducted in-depth audits and performance analyses of a specific service-improvement programme we initiated to improve customer satisfaction.
Selected accomplishments in this role include: • I built and delivered a digital self-service catalogue for key clients, having no prior knowledge of the platform and on a tight deadline, acting as the primary liaison between all stakeholders and managing the project teams. This initiative reduced wait time from days to hours and eliminated errors and omissions in service requests.
• I increased monthly billing by more than $10,000 by auditing tickets and requests and identifying unpaid billable services.
• I grew our managed service revenue by negotiating and expanding in-contract activities and services.
• I standardised the processes and artefacts needed to create statements of work for clients, which enabled quicker and more efficient document production.
Department of Defence of AustraliaIT Infrastructure Audit and Enumeration
Mar. 2011 - May. 2011EdinBurgh RAAF Base3 month contract. Work with data collection, validation and verification. Scripts and VBA (Excel mostly). MS Visio and Adobe photoshop used to complete diagrams and graphic deliverables along with data.
BlueRaye Pty LtdManaging Director
Dec. 2004 - Mar. 2011
Jim's Computer ServicesIndependent IT Support and Systems Administration Consultant
Jul. 2004 - Jul. 2011Adelaide, South Australia
Davlen Property InvestmentsOwner Operator
Jan. 2001 - Jan. 2004
IBMSolaris Support Specialist
Jul. 2000 - Dec. 2000IBM Applications Support Group - LondonContracted by IBM Applications Support Group to support WAP and Web portal applications at Telecommunication companies, on-site. Placed initially at One2One (a Deutsch Telekom (DT) digital network operator in the UK) to support the production and development teams in London. The applications were based on Unix platforms and developed using Java, EJB and IBM DB2 technologies. My role was team leader for production support, in addition to configuration management; support for all development and testing environments, and compile and support release candidate product as it was being developed. Deutsch Telekom then created a portal development and support company (T-Motion) with headquarters in London. I was asked to join T-Motion to define and implement an operations centre to support the WAP and Web portal operations of all Deutsch Telekom digital mobile operators (in England, Germany, France, Holland and Spain). This involved defining job roles and recruiting appropriate resources; defining procedures and service level agreements with DT in Germany and the telephone operators in each country as well as our suppliers. System support was only possible through dedicated high security VPNs (Firewall-1) and using only secure shell (ssh and scp) programs.
I was also responsible for writing and maintaining scripts (JavaScript, PERL) to monitor web site activity for marketing and capacity planning purposes, and for pro-active support requirements as per our agreed service level contracts.
Kingston UniversityCorporate Information Support Leader
Mar. 2000 - Jun. 2000Kingston - upon - ThamesResponsible to the Head, Corporate Information, to manage and lead a team supporting Kingston University's Corporate Information Systems. Included the corporate finance system and student information system, commercial packages developed using Uniface and Oracle development tools. The databases are Oracle 7.3 database instances. Brought on board to bring some leadership and direction to the team, focus their activities, provide workflow and service delivery functions. A major component of the role was to ensure the implementation and support of the systems was professional, structured, and fully understood by the team. I was asked to define the roles of the team and the team leader, help recruit the right resources for permanent roles on the team, and ensure accurate and relevant management reporting. The purpose of the role was to temporarily fill the manager's role until the required skill levels and activities for the support team could be clearly defined and resourced. I also had a major role to play in analysing the business requirements of the Finance and Student Information Departments of the University, and defining the implementation strategy for the systems.
National GridDeployment Support Group Manager
May. 1999 - Dec. 1999LondonResponsible to the Deployment Project Manager to manage a growing team of E-mail, Windows NT and support professionals throughout migration. Included workflow, service delivery, project tracking, scheduling of resources. Brought on board to bring the team back on track, raise morale and give direction to a demoralised and confused support team. This role required 'fire fighting' skills of the highest level. The rollout had lost momentum due to poor project control and lack of management within the technical area. I formulated processes for deployment and control, as they were not in place, and trained the members of the team that were NGC employees and Netware specialists, as they had little NT experience. The team eventually delivered a very intense programme early and under budget.
Once the support teams were back on top of the project deliverables, I was asked manage the operational and logistical aspects of the deployment project, design and problem resolution.
As the project was completing I was invited to review existing architecture, recommend solutions to problems identified and write a paper for redesign of the existing E-mail and Windows NT Infrastructure. References are available from NGC.
Protech Australasia, Adelaide, SASenior Systems Consultant/ Project Manager
May. 1997 - May. 1999
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