Ten years of professional experience as a business/system analyst in full application development life cycle with analyzing and implementing workflow processes, business process analysis, modeling techniques, requirements gathering, providing process improvement recommendations, manual and automated testing.- Product management of Genesys PureEngage On-Premise Voice products, including Nuance voice-bio-metrics and Virtual Hold Technology (VHT) solutions, for ATO Contact Center- Provided Second level IT support for Genesys PureEngage products- Management, prioritization and delivery of Genesys PureEngage related features in a timely manner - Created business requirements document, use case specifications, and functional specifications, systems requirements specification, and requirement traceability matrices, process identification, definitions, and documentation- Designed use case diagrams by analyzing the business process followed by Behavior diagrams (sequence, collaboration, and activity diagrams) using MS Visio- Designed test plans and test coverage using Requirements Traceability Matrix to ensure that Test cases reflect user needs for functional, user interface, and usability requirements.- Developed test cases, test plans, and test scenarios using MTM, HP Quality Center (ALM) and Cyara- Managed, documented and controlled all the requirements, test cases, test scripts and test results using SharePoint- Adept in different phases of testing like system testing, functional testing, integration testing and helped business users to perform user acceptance testing- Managed defect reporting and tracking through the SharePoint and TFS for all phases of testing.- Conducted user training and developed detailed training manuals and user guides- Data analysis support for ATO contact centre and online services- SQL coding using Microsoft SQL Server and Teradata SQL Assistant

As an APS5 Reporting Analyst, I performed analysis of complex data to produce contact center reports (e.g. Heartbeat, Service Standards, Annual Report, Senate Estimates, etc) for a variety of stakeholders, including SES. This included design, creation, formatting, management and distribution of ad-hoc reports for internal and external stakeholders.

As an APS6 Team Technical Officer, I am responsible for ensuring products developed by the new and emerging risks project team are technicality accurate. These products generally include letters, business procedures and ad hoc products as required. The role also included management of the complaints process, penalty decisions, assisting other staff in the area with tax technical issues and completion of more complex audit cases.

As an APS6 Product Development Manager, I play a key role in the achievement of MEI Client Services and Assistance (CS&A) Inbound Contact Centre service standards in the areas of timeliness and quality. I am responsible for leading and managing a team of six APS5 Product Development Officers. I work closely with other Team Leaders and Site Leaders for the achievement of business objectives and the overall high-quality performance of Contact Centre operations. In addition, my role includes: • Coordinating and implementing Integrated Quality Framework within MEI CS&A • Providing direction, support, mentoring and guidance to Contact Centre staff • Developing and prepare reports to meet business line and corporate requirements • Facilitating the development and implementation of plans, strategies and procedures that will achieve Contact Centre and Tax Office objectives • Managing projects and achieving project objectives and the timely identification, analysis, monitoring, tracking and resolving of project risks • Publishing content in Intranet and reference systems (SMART) • Promoting excellence within the team and across the ATO, ensuring work practices are effective and consistent, and that best practice is identified and shared • Contributing to decision-making forums and committees and actively influence senior management in business decision making

As an APS5 Technical Specialist, I play a key role in providing direction, support, mentoring and guidance to APS4 Client Service Advisers to provide quality technical advice to clients. The support role includes assisting staff resolve more complex phone and written enquiries, participation in quality assurance activities and preparation and delivery of technical training materials. In addition, my role included: • Dealing directly with tax agents and small business clients to case manage more complex queries on income tax, capital gains tax and international issues. • Collecting intelligence from inbound interaction, conducting data analysis and producing intelligence scans • Facilitating quality assurance activities including moderation sessions, continuous improvement workshops, quality champions forums, etc. • Preparing reports to meet business line and corporate requirements • Publishing content in Intranet and reference systems (Reference Manager and SMART) • Maintenance of and updating the CS&A Inbound Contact Centre IQF Database, share drives and other systems as required • Ensuring consistency of Integrated Quality Framework assessments • Recommending and implementing strategies to improve work processes and outcomes • Acquiring, maintaining and developing skills to ensure continuous improvement and professional development • Other duties appropriate to the APS5 level as required to suit business needs