Maddy Jayakody
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Maddy Jayakody Email & Phone Number

Incident & Problem Lead at EnergyAustralia | IT Service Management | Major Incident, Problem, Service Desk, Knowledge & Service Catalog Management at EnergyAustralia
Location: Greater Melbourne Area, Australia, Australia 10 work roles 7 schools
2 phones found area 142 LinkedIn matched
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Current company
EnergyAustralia
Role
Incident & Problem Lead at EnergyAustralia | IT Service Management | Major Incident, Problem, Service Desk, Knowledge & Service Catalog Management
Location
Greater Melbourne Area, Australia, Australia
Company size
1861 employees

Who is Maddy Jayakody? Overview

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Maddy Jayakody is listed as Incident & Problem Lead at EnergyAustralia | IT Service Management | Major Incident, Problem, Service Desk, Knowledge & Service Catalog Management at EnergyAustralia, a company with 1861 employees, based in Greater Melbourne Area, Australia, Australia. AeroLeads shows phone signal with area code 142 and a matched LinkedIn profile for Maddy Jayakody.

Maddy Jayakody previously worked as Incident and Problem Management Lead at Energyaustralia and Major Incident & Problem Analyst at Energyaustralia. Maddy Jayakody holds Bachelor Of Information Technology, I.T Security from Deakin University.

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EnergyAustralia

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Profile bio

About Maddy Jayakody

As an IT service management expert with over seven years of experience, I bring a wealth of knowledge and expertise to any organization. I have a proven track record of success in designing and implementing IT service management processes and systems, as well as managing and leading teams to deliver exceptional results.My expertise lies in ITIL and ServiceNow, and I have a deep understanding of how to align IT services with business needs. I am highly skilled in analysing complex problems and developing innovative solutions that optimize IT service delivery, increase efficiency, and reduce costs.Overall, I am a results-driven IT service management expert with a passion for improving IT service delivery, and I am eager to leverage my skills and experience to help organizations achieve their business goals.

Listed skills include Microsoft Office, Microsoft Excel, Leadership, Public Speaking, and 24 others.

Current workplace

Maddy Jayakody's current company

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EnergyAustralia
Energyaustralia
Incident & Problem Lead at EnergyAustralia | IT Service Management | Major Incident, Problem, Service Desk, Knowledge & Service Catalog Management
melbourne, victoria, australia
Website
energyaustralia.com.au
Employees
1861
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10 roles

Maddy Jayakody work experience

A career timeline built from the work history available for this profile.

Incident And Problem Management Lead

Current
Energyaustralia

Melbourne, Victoria, Australia

Apr 2023 - Present

Major Incident & Problem Analyst

Energyaustralia

Melbourne, Victoria, Australia

  • Reduced incident resolution time by implementing a proactive problem management approach.
  • Led and managed cross-functional teams during major incidents.
  • Analysed incident and problem data to identify recurring issues and implemented targeted solutions.
  • Successfully managed a high volume of major incidents/potential major incidents and problems, ensuring the highest level of service availability and reliability.
  • Coordinated with vendors facilitating weekly problem forums to identify root causes and underlying issues, resulting in the decrease in the number of major incidents and reduction in service outages.
  • Collaborated with internal teams and external vendors to ensure timely incident and problem resolution.
Apr 2022 - Apr 2023

Senior Analyst, Service Desk

Deakin University

Melbourne, Australia

  • Optimized incident management process to resolve 95% of escalated issues within SLA timeframes, leading to a 20% increase in customer satisfaction.
  • Reduced onboarding time by 10% and improved employee productivity by 25% through conducting organizational induction and training.
  • Managed the Shelf migration project, improving internal work instructions and processes by 35% and increasing overall efficiency by 15%.
  • Revamped customer-facing knowledge materials and landing pages, leading to a 20% reduction in first-level interactions and a 25% improvement in quality.
  • Governed and maintained the organization's public knowledge base, resulting in a 30% increase in user adoption and a 20% decrease in support requests.
  • Developed catalog items and workflows, resulting in a 25% reduction in average handling time for service requests and a 15% improvement in work task assignment accuracy.
Jul 2019 - Mar 2022

Service Desk Analyst

Deakin University

Melbourne, Victoria, Australia

  • Deliver exceptional technical support to a diverse range of stakeholders including students, staff, senior executives, and council members in both managed and non-managed ICT environments.
  • Troubleshoot and support a wide variety of operating systems and devices including Windows, Mac, Android, iOS, AMX, and Cisco software and accessories.
  • Provide efficient and effective first-level support for AVN equipment, ensuring minimal downtime and maximizing productivity for end-users.
Nov 2017 - Jul 2019

Videographer/Photographer

Madbunny Studio

Melbourne, Australia

Record, shoot and edit footage, handle camera equipment, promote the business and manage the financials of the business.

Jan 2014 - Dec 2021

Technical Advisor (Mac & Ios)

Teleperformance Australia

Melbourne, Australia

- Provide technical support and troubleshoot Mac computers, AirPort Extreme base stations and Time capsules.- Provide technical support and troubleshoot iOS devices and accessories.- (iPhone, iPad, Apple Watch, Apple TV, Airport express, Ear pods, Air pods etc.). - Assist customers setup repairs for devices and accessories that need service.- Educate and.

Oct 2016 - Nov 2017

Student Ambassador

Deakin College

Melbourne, Australia

Support the Student Recruitment team at recruitment events and activities and provide information and advice for prospective students.

May 2015 - Sep 2016

Student Mentor

Deakin College

Melbourne, Australia

Guide, manage and coordinate international and local students, helping staff members with administrative and IT tasks.

Mar 2014 - Aug 2016

Palm Mentor

Deakin College

Melbourne, Australia

Offer advice through either face-to-face meetings or online communications, share experiences to help students learn and develop study strategies and provide information on other support services at Deakin College and Deakin UniversitySetup and manage the PALM online booking system, create and handle resources for the programme, design and publish.

Jul 2014 - Sep 2015

Peer Support Network Leader

Deakin University

Melbourne, Australia

Support and guide new students, refer them to appropriate services and act as an information conduit between staff and new students.

Mar 2015 - Mar 2016
Team & coworkers

Colleagues at EnergyAustralia

Other employees you can reach at energyaustralia.com.au. View company contacts for 1861 employees →

AG Alicia Gloury Alicia Gloury Colleague at Energyaustralia Greater Melbourne Area, Australia View → AM Afzal Mayet Afzal Mayet Colleague at Energyaustralia Greater Melbourne Area, Australia View → OL Omar Leon-Peralta Omar Leon-Peralta Colleague at Energyaustralia Melbourne, Victoria, Australia, Australia View → SA Sharat Agarwal Sharat Agarwal Colleague at Energyaustralia Greater Melbourne Area, Australia View → DS Danny Shine Danny Shine Colleague at Energyaustralia Victoria, Australia, Australia View → CP Cynthia Pan Cynthia Pan Colleague at Energyaustralia Australia, Australia View → AK Ashini Kangaraarachchi Ashini Kangaraarachchi Colleague at Energyaustralia Melbourne, Victoria, Australia, Australia View → DJ Danny Jester Danny Jester Colleague at Energyaustralia Dallas, Texas, United States, United States View → JW Jane Woolard Jane Woolard Colleague at Energyaustralia Melbourne, Victoria, Australia, Australia View → AH Andy Holt Andy Holt Colleague at Energyaustralia Melbourne, Victoria, Australia, Australia View →
7 education records

Maddy Jayakody education

Bachelor Of Information Technology, I.T Security

Deakin University

Activities and Societies: Red Shirts - DUSA, PSN Leader

Diploma Of Computing, Computer Science, Hd Average

Deakin College

Activities and Societies: Student Mentor, PALM Mentor, Student Council Member

Advanced Mathematics

Royal Institute, Sri Lanka

Education record

Nalanda College, Sri Lanka

Activities and Societies: Communication Unit (Media), Debating Society, Badminton Club, Global Spectrum, Students Quality Control Circle.

FAQ

Frequently asked questions about Maddy Jayakody

Quick answers generated from the profile data available on this page.

What company does Maddy Jayakody work for?

Maddy Jayakody works for EnergyAustralia.

What is Maddy Jayakody's role at EnergyAustralia?

Maddy Jayakody is listed as Incident & Problem Lead at EnergyAustralia | IT Service Management | Major Incident, Problem, Service Desk, Knowledge & Service Catalog Management at EnergyAustralia.

What is Maddy Jayakody's phone number?

AeroLeads has found 2 phone signal(s) with area code 142 for Maddy Jayakody at EnergyAustralia.

Where is Maddy Jayakody based?

Maddy Jayakody is based in Greater Melbourne Area, Australia, Australia while working with EnergyAustralia.

What companies has Maddy Jayakody worked for?

Maddy Jayakody has worked for Energyaustralia, Deakin University, Madbunny Studio, Teleperformance Australia, and Deakin College.

Who are Maddy Jayakody's colleagues at EnergyAustralia?

Maddy Jayakody's colleagues at EnergyAustralia include Alicia Gloury, Afzal Mayet, Omar Leon-Peralta, Sharat Agarwal, and Danny Shine.

How can I contact Maddy Jayakody?

You can use AeroLeads to view verified contact signals for Maddy Jayakody at EnergyAustralia, including work email, phone, and LinkedIn data when available.

What schools did Maddy Jayakody attend?

Maddy Jayakody holds Bachelor Of Information Technology, I.T Security from Deakin University.

What skills is Maddy Jayakody known for?

Maddy Jayakody is listed with skills including Microsoft Office, Microsoft Excel, Leadership, Public Speaking, Team Leadership, Photography, Mentoring, and Event Management.

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