Ken Devon Email & Phone Number

Melbourne, Victoria, Australia

• Accountable for delivery, providing planning, direction, and coordination of activities across multiple squads• Build strong relationships with stakeholders and develop a detailed understanding of the Workplace Services business unit to drive outcomes from initiation to realisation• Work with stakeholders to develop a prioritised delivery roadmap of features that are informed by business growth and enablement, to ensure that the end-product creates a better experience for our employees and customers • Size up work and assess capability and capacity of each team member to determine who completes the work • Ensure strategic alignment of priorities with stakeholders and communicate decisions, successes, business value, risks and relevant information to management and governance• Act as scrum master to facilitate the self organisation and shared clarity.

Melbourne, Victoria, Australia

Lead the IT Service Desk and User Administration Teams at Latitude Financial Services.Provide an escalation point for urgent and complex issues.Define, review and implement Service Management processes and procedures to deliver excellent customer service.

Melbourne, Victoria, Australia

Service desk operations for Financial Services.

Melbourne, Victoria, Australia

Mount Waverley, Australia

Achievements:• Performed initial requirements analysis to ensure business needs are met and produced associated documentation. • Performed analysis to streamline business processes and automate manual processes.• Developed internal document templates and quality management procedures. Reviewed and provided feedback on documents produced by other team members.• Managed a team comprising onshore and offshore members to design, build, test and deploy cloud-based web applications to production.• Designed and managed the development of the following: o University International Student Course Application Portal o University Event Management System o University Scholarship Management System o Client Quoting and Invoicing System o Warehouse Stock Management System o Client Lead Management System o Staff Leave and Timesheet Management System o Freight Services Rate Card Management• Provided status reports and consulted with stakeholders and senior management.

Melbourne, Australia

Roles performed:Platform Lead at NBNCo (Workforce Management Application Maintenance and Support Team)Senior Business Analyst at NBNCo (Billing Team)Senior Business Analyst at TRUenergyStatic Test Team Lead at Telstra (Telstra Transformation Project)Change Manager at Telstra (Telstra Transformation Project)Project Manager at Telstra Wholesale (LOLO - Linx Online Ordering)Senior Business Analyst at Daimler-ChryslerSenior Business Analyst at Telstra Wholesale (LOLO)Senior Business Analyst at Telstra (CTI / IVR - Computer Telephony Integration / Interactive Voice Response)Senior Technical Specialist at Telstra (CTI / IVR)Highlights:- Managed the National Broadband Network (NBN) Workforce Management Application Maintenance and Support Program, including sub-contractor relationships, and provided after hours management support for the entire NBN Support Program. - Heavily involved in the design and initial rollout of the NBN Billing System. - Involved in the Telstra Transformation Program as a Change Manager and also as a Test Team Lead. Raised, assessed and implemented Project Change Requests. - Joined the Development Team for Telstra Wholesale's Linx Online Ordering (LOLO) system as a Business Analyst and over the course of 6 years was promoted to Lead Business Analyst, then Delivery Manager and eventually became the Project Manager. - Took the initiative to establish numerous Team Building exercises and projects, spending over 100 hours of my own time to help develop team rapport. - Awarded the IBM Excellence Award for negotiating a strategic change to a Telstra Project which resulted in IBM winning an 18-month contract extension for the project team, worth approximately $2 million. - Designed the Telstra Computer-Telephony Integration Screen Pop Application and played a key role in the rollout to over 5,000 Call Centre users.

Melbourne, Australia

Roles performed:Business Analyst / Project Manager IVR SystemsCall Centre National Traffic CoordinatorRegional Internal Communications Asset ManagerLAN Administrator / Call Centre SupportCustomer Engineer Small Business SystemsHighlights:- Managed the rollout of Interactive Voice Response Systems to Telstra Call Centres, including managing software vendors. - As Regional Internal Communication Asset Manager achieved a 30% reduction in costs and was promoted to National Traffic Switching Manager, responsible for managing the routing of over 20 million inbound calls per year. - Implemented systems upgrades to convert the Waverley Regional Call Centre to a 24-hour National After-Hours Centre and provided on-call support to centre staff. - Delivered numerous customised solutions to high end customers. - Identified common system problems, developed and documented solutions and communicated the details to field staff.