Leanne Gregory Email & Phone Number

Melbourne, Vic, Au

Southbank, Victoria, Au

Southbank, Victoria, Au

Ensure efficient management of high priority incidents through to resolution across Asahi Enterprise.Proactive management of medium priority incidents so as to avoid or minimise business impact.Facilitate technical bridge to drive incident recovery and liaise with business representativesPerform Post Incident Review (PIR) procedures Manage Problem activities to ensure root cause identification and corrective measures implemented.Develop and maintain ITIL aligned Incident, Major Incident and Problem Management procedural documentation.Adhere to the ITIL Service Management principles.

Armonk, New York, Ny, Us

Consulted with IT customers translating their business requirements and confirming scope for Service Desk, Service Requests, Incidents, Problems and Change during transitions.Produced the required process documentation and prepared supporting toolsets. Participated in service readiness testing and deployed strategic, complex IT Service Management solutions across customer IT environments. Delivered improved efficiencies through effective governance, metrics and continuous service improvement initiatives to achieve positive business outcomes. Provided subject matter expertise to BAU delivery for Incident, Problem and Change processes.

Armonk, New York, Ny, Us

Played lead role in project to replace Telstra's existing process suite and IT Service Management toolset in preparation for Y2k. Successful implementation of Y2k compliant process and tool provided both Telstra and IBM with better quality data with more effective reporting, enabling cost savings and efficiencies to be identified and implemented. Achievements:• Defined business requirements and tool functionality specifications with key stakeholders. • Developed suite of Problem Management process documentation aligned to best practice. • Performed testing and identified gaps, issues and risks. Maintained issue log and actions. • Consulted post deployment to manage compliancy issues, continuous improvement opportunities and to maintain documentation.

Sydney, Nsw, Au

Performed variety of Information Technology roles during my employment with Telstra including:• IT Help Desk Consultant and Supervisor; • IT Computer Operator (Supporting mainframe & midrange platforms at Data Centres); • Senior Problem Manager (end to end management of incidents/major incidents and problems). Coordinated outages to business critical services to drive recovery, facilitated post incident reviews and produced outage reports); • Change Manager (Ensured change quality and reviewed unsuccessful change activity. Maintained change schedule);• Tool Administrator for Telstra Service Management toolsets (OIM, SOLVE)