Maddy Jayakody Email & Phone Number

Melbourne, Vic, Au

Melbourne, Victoria, Australia

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.• Designed and implemented a set of best practices and standard operating procedures (SOPs) for the IT service desk, resulting in the increase in first-call resolution and a reduction in average handling time.• Conducted regular audits and assessments of the IT service desk processes to identify areas for improvement and implemented corrective actions, resulting in the decrease in the number of complaints received by the IT service desk.• Assisted the access management team by acting as an Access Manager to backfill duties when required and assisted the team with streamlining identity and access management processes and procedures.

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.• Configured flows in ServiceNow ESM, leading to a 20% reduction in incidents and problems and a 30% improvement in incident resolution time.• Designed and configured UI policy scripts and client scripts for ServiceNow catalogs, improving service request accuracy by 15% and reducing errors by 20%.• Published new knowledge management procedures, raising end-user documentation quality by 25% and public-facing knowledge standards by 15%.• Developed the IT Help - Getting Started Guide, achieving a 30% increase in user adoption and a 20% reduction in support requests.• Played a key role in the ServiceNow Reboot project, achieving a 20% reduction in downtime and a 25% improvement in system stability.• Designed and configured automated tests using the Automated Test Framework (ATF), reducing testing time by 30% and increasing accuracy by 20%.• Developed performance analytics and automated reporting, dashboarding, and service portals, achieving a 35% improvement in data accuracy and a 20% increase in user adoption.

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.

Melbourne, Australia

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

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 guide customers on MacOS and iOS operations and features.- Provide specific information on MacOS and iOS devices.- Completed iOS academy.- Completed Mac+ academy.

Melbourne, Australia

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

Melbourne, Australia

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

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 promotional/marketing material.

Melbourne, Australia

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

Bachelor Of Information Technology, I.T Security

Activities and Societies: Red Shirts - DUSA, PSN Leader

Advanced Diploma, Leadership And Management

Diploma Of Computing, Computer Science, Hd Average

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

Study Tour, Virtual Reality

Ict Smart Cities Study Tour, Smart Cities

Advanced Mathematics

Education record

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