Elroy M. Email & Phone Number

Melbourne, VIC, AU

Melbourne, Victoria, Australia

• Handling the triage of L2/L3 incident tickets from L1 teams by assessing the urgency and resolving within the required SLA timeframe. Supporting all end users with long running cases till they are fully resolved.
• Working with senior leadership from the audit division to ensure that all audit applications and backend systems are functioning and available. Communicate any outages or announcements whenever necessary.
• Collaborating with our third-party teams and vendors at KPMG Global to help remediate any issues that can’t be resolved locally. Follow up for root cause analysis wherever possible for deeper analysis into issue.
• Monitoring the health of our primary audit application used by over 5000 staff, KPMG Clara, on a weekly basis through cloud-based solutions such as Azure health probes, SQL health checks and various other dashboards.
• Operating all backend infrastructure hosted in Azure VM’s on an administrative level ranging from SSMS, IIS, task schedules, PowerShell and managing resources through the Azure portal.
• Conducting various change requests for critical server updates such as service account resets and web certificate renewals ensuring change management processes are followed from beginning to end.

Melbourne, Victoria, Australia

• Managed the delivery of phone-based IT support in accordance with SLA's and recorded all relevant information accurately within ServiceNow, in accordance with KPMG policy and processes.
• Aided with the troubleshooting of various KPMG SOE applications ranging from but not limited to Office 365, MS Teams, Citrix, Adobe Acrobat, iManage, MYOB, Large File Transfer and eAudit for over ten-thousand staff.
• Maintained accounts within Active Directory and Exchange Online, and helped to also create user accounts within DUO, MYOB and DocuSign.
• Provided end-user support and ran administrative duties for SAP and CRM applications, such as timesheets, job-codes, billing and opportunities.
• Championed the SME role for two projects, related to the firmwide launch of KPMG Information Protection, and trialing the Anywhere365 contact center application for potential global member firm implementation.
• Mentored new joiners with systems and applications that were relevant to the role, along with one-on-one coaching for the first 8 weeks to allow for a seamless integration with the wider team and business at large.

Melbourne, Victoria, Australia

• Focused on assisting customers through entering various payment arrangements and other flexible payment options, by understanding their needs, as well as their current and future situation.
• Maximised the ‘Know-Your-Customer’ aspect, through deep and meaningful conversations with customers going through financial hardship and offering viable short and long-term solutions.
• Utilised a plethora of systems to set up convenient communication and payment methods, for both internal and external use.
• Assisted with NCCP obligations, by ensuring that all customers who requested for hardship were given an outcome within 14 days. Alongside this, coached newer advisors with how NCCP obligations are handled.

Melton West, Victoria, Australia