• Performed detailed assessment of incident, problem and management processes• Designed and integrated ServiceNow business rules and process logic• Designed and implemented services catalogue portals in conjunction with business stakeholders• Designed and implemented dashboards portals in conjunction with business stakeholders• Prepare test plans and cases to validate all key functions in-line with business stakeholders• Prepared test cases for order to cash and procure to pay functions• Perform ServiceNow upgrades• Support ServiceNow including all key business processes • Microsoft Dynamics 365 Application Designer & Administrator

The Australian Government’s Department of Immigration and Border Protection (DIBP) has awarded to Bupa the service delivery of the visa health checks and other associated services, which is a brand new business to Bupa. • Worked within the People and Compliance streams on DIBP Project to create a new business Unit Bupa Medical Visa Services (BMVS). • Delivered Compliance and Risk Management Business Requirements Specification Documents (BRSD) by running workshops, analyzing documents and business processes to ensure new business BMVS is complaint with contractual and legislative requirements. • Developed Training matrix to define training requirements for the new business, based on the roles and functions new employees will perform• Performed Gap Analysis on the existing Bupa Fraud Policy and Commonwealth Fraud Control Guidelines to ensure BMVS is complaint • Designed and documented future business processes by running workshops and gathering detailed information on specific roles and tasks for Clinical work stream, using MS Visio

Tenix is a leading delivery partner of the industrial assets and infrastructure to owners of gas, electricity, water wastewater across Australia New Zealand and the Pacific.• Gathered, analysed and documented Tenix Training Business requirements in the Business Requirements Document (BRD) to be used as the primary input for selecting Training Management IT Solution. • Supported IT Separation of existing United Energy infrastructure used by Tenix and the provisioning of the new infrastructure by Tenix: - Gathered, analysed and documented current user software requirements from multiple sites to ensure smooth cutover to the new Tenix infrastructure - Analysed test requirements to develop a Test Plan and test cases, performed system testing and provided SIT and UAT support to identify any defects with the new hardware and infrastructure

The transformation program implemented a new Billing system for EnergyAustralia to improve its Retail business. The solution was based on the Oracle Customer Care and Billing (CC&B) package. This was a large and complex project with over 200 people based in Australia and offshore.• Developed and maintained Interface Agreements (IA) by analysing the interfaces between EnergyAustralia and its interfacing parties to ensure successful delivery of the transformation project. • Analysed and gathered test and system deployment requirements to develop Interface Planning & Testing Agreements (IPTA) to specify the overall test requirements between EnergyAustralia and the Third Parties. Successful in writing agreements reaching commitment for participation during System Integration testing and Deployment.• Developed and delivered Statement of Work (SOW) proposals for the Request for Service raised by the customer, which resulted in multi-million dollar additional work for the company. • Managed and supported Third Parties activities to ensure success of the Project implementation• Managed the Requirements traceability by maintaining the Requirements Traceability Matrix (RTVM) to ensure that all the requirements are being met, traced and verified• Managed delivery of a number of small projects

Led a global development team of 20 people to deliver IBM FMS software releases to project’s timelineLed and managed development integration testing to minimise errors entering system testingManaged application code configuration promotion and retrofittingDeveloped technical specifications and programming modules using PL1, DB2 and MVS skillsProvided User Acceptance Testing support by analysis issues raisedManaged Defects in Function Verification and User Acceptance Testing

Participated in Gap Analysis workshops run with Australian Unity Business analysts and the key users to analyse the missing gaps in the current system and the new Koukia General Insurance application. Documented the Gap Analysis in the Gap Analysis documents supporting project milestonesSupported Australian Unity in developing implementation optionsDeveloped the initial draft for the overall Testing Strategy

Led and managed development teams over the 14 years in the company, both as an IBM and ex-Telstra heritage employee