Marcus Ferguson Email & Phone Number

Melbourne, Australia

Melbourne, Australia

In my role as Production Database Coordinator with RMIT Training, I was responsible for maintaining and updating over 70 index databases. The position also entailed working closely with data providers to manage the delivery of database updates; managing all aspects of Informit database syndication with multiple universal discovery services; providing quality assurance on all elements of the digital content management process; and assisting with system enhancements and the implementation of new systems.Highlights and Selected Achievements:• Managed a six-month project of user acceptance testing for the Informit Repository, an institutional repository designed for storing and sharing research output.• Coordinated an extensive series of quality assurance and defect correction activities for the RMIT Training website transformation project.• Implemented the use of an automated API for the syndication of Informit EduTV database metadata.

Melbourne, Australia

In my role as Production Editor with RMIT Training, I was responsible for managing the timely, high quality production of digital resources on the Informit brand of online databases. The position also entailed liaising with content providers to manage the delivery of digital resources and overseeing the indexing process as conducted by offshore partners.Highlights and Selected Achievements:• Successfully managed a project involving the implementation of system enhancements and defect fixes to the Informit Delivery Box, an online content delivery tool.• Resource manager for a wide selection of journals, overseeing the timely delivery of digital content and providing quality assurance to ensure all information records are of the highest standard.• Conducting user acceptance testing of the Video Content Management System.

Brunswick Library And Learning Repository

As a core component of the Master of Information Management program, I undertook a 5 week professional industry placement at the Brunswick campus of the RMIT University Library, which included two weeks working with the Learning Repository unit. During the course of the placement, I gained invaluable experience in all aspects of library work as well as a sound understanding of the policies and procedures underpinning the successful running of an academic library.Highlights and Selected Achievements:• Performed a variety of library duties including handling client enquiries at the reference desk and via the online “Ask a Librarian” service, assisting clients with the use of library equipment, managing hold requests, processing returns and renewal requests, shelving and conducting client instruction sessions.• Gained experience using the integrated library system Ex Libris Alma to perform a range of day-to-day library operations.• Performed shelf search and sorting activities using a Digital Library Assistant (DLA) RFID tag reader.• Created a Library Subject Guide using LibGuides by Springshare for publishing on the RMIT Library website.• Updated and maintained records in the RMIT Learning Repository using the digital repository platform Equella.• Performed functionality testing on an updated version of Equella prior to production rollout.

Melbourne, Australia

MphasiS is a global IT Services company offering Applications services, Infrastructure services, and Business Process Outsourcing (BPO) services. When MphasiS took on the contract to manage Telstra’s IT systems in 2009 they required people with the necessary skills and knowledge both to manage the systems and train offshore development and testing staff. MphasiS sought me out for my extensive experience and expertise, and offered me a position in 2010 as an IT Architect to act as the onshore liaison with Telstra and to provide training and assistance to members of the team working in India.Highlights and Selected Achievements:• Oversaw the successful implementation of system updates based on my own solution designs across three planned releases.• Identified a significant technical issue affecting mobile billing and led the offshore development team through the investigation of the problem and design and implementation of the solution as well as advising other teams on corrective actions to prevent erroneous charges appearing on customers’ bills.

Melbourne Area, Australia

In my role as a Senior Business Analyst with IBM GSA, I was deployed to work on several projects within the Telstra Operational Support Systems (OSS) Transformation program. These challenging roles required dealing with multiple different stakeholders to determine the business and system requirements for the new IT systems being deployed, as well as logging, updating and maintaining the many hundreds of requirement statements being created.Highlights and Selected Achievements:• Created and implemented a procedure for logging large volumes of business and system requirements in a spreadsheet enabling a team of Business Analysts to easily track changes and record authorisations prior to submitting the requirements for loading into the requirements traceability system.• Automated a process for including all business and system requirements in a document for formal delivery to the client which allowed the process to be repeated through multiple versions of the documentation, saving many hours of labour intensive work and ensuring the final version of the document was delivered on time and to an exacting standard of quality.• Ongoing management of project scope changes including tracking changes to business and system requirements, updating associated documentation, and ensuring adherence to the customer’s document versioning standards.• Requested by senior management to provide subject matter expertise and training on Telstra mobile billing platforms during a system handover process.

Melbourne Area, Australia

As the Lead IT Designer with IBM GSA on two of Telstra’s key mobile billing platforms I was required to analyse all business initiatives for potential system impacts, prepare feasibility and cost estimates for system changes, design and document solutions to meet business requirements and oversee the implementation of system upgrades.Highlights and Selected Achievements:• Presented with a Quarterly Employee Award for Excellence in Customer Service and Support.• Created detailed presentations covering all aspects on two of Telstra’s mobile billing platforms and delivered the presentations on multiple occasions to stakeholder groups within IBM GSA and Telstra.

Melbourne Area, Australia

In the role of IT Analyst Programmer I was responsible for designing, documenting and testing system development solutions to meet business requirements.Highlights and Selected Achievements:• Acted as subject matter expert and provided workflow advice to the user interface development team during the design of a new interface for the mobile roaming system component.• Defined and documented the procedure for logging project documentation and managing version control using Telstra’s document management system.

Melbourne Area, Australia

For the role of Support Analyst for the MoRa project, I was responsible for providing all levels of technical and business process support for the system as well as managing all aspects of national and international roaming billing events for Telstra’s mobile customers.Highlights and Selected Achievements:• Creation of process flows for managing national and international roaming billing events through the system.• Established procedures for performing billing verification testing with international roaming partner carriers.• Documented workflows for key support team functions and produced detailed user manuals.• Acted as Lead Support Analyst during three system change implementations.

Melbourne Area, Australia

In the capacity of a Senior System Test Analyst I designed and executed test plans to ensure the correct functionality of system enhancements related to specific business initiatives.Highlights and Selected Achievements:• Recommended an enhancement to the automated testing tool to allow for the inclusion of calls made from satellite phones.• Updated and corrected the procedure for adding new types of calls into the standard suite of test call scenarios.• Assisted in defining a new procedure for handling testing with interfacing systems.

Melbourne Area, Australia

Responsible for:• Identifying and investigating the causes of call rating errors using mobile billing systems.• Analysing and assessing the impact of implementing new functionality in call rating systems.• Creating and executing ad hoc programs to report on billing issues and network faults and to apply credits to customers’ accounts to correct charging errors.• Liaising with other Business units to assist with resolving customers’ billing disputes.

Melbourne, Australia

Melbourne, Australia

Graduate Diploma, Information Management

Information management addresses key issues faced by information professionals: managing new information opportunities, using IT solutions.

Advanced Diploma Of Information Technology

Diploma, Audio Engineering

Victorian Certificate Of Education