Projects:B2B DX Migration- Transitioned from a work package model to an iterative delivery approach to enhance project efficiency and mitigate risks.- Developed and managed the project roadmap, ensuring alignment with strategic objectives.- Collaborated with stakeholders to ensure clear communication and secure necessary budget extensions.- Oversaw a team of business analystsNSW Back to School Voucher- Gathered project requirements and mapped customer journeys to optimize user experience.- Delivered the initiative within 8 weeks, resulting increase in revenue.- Demonstrated agility in implementation, driving significant business outcomes.Education/Back to School Services- Led the implementation of back-to-school services, identifying and resolving key customer pain points.- Developed various tools (e.g., translation app, quoting tool) that significantly reduced support effort and improved turnaround times resulting in an increase in school list conversions Retail Website Transformation- Became a key team member in migrating from a WebSphere monolith to microservice architecture on AWS.- Conducted comprehensive assessments and gathered requirements from key stakeholders.- Maintained a prioritized product roadmap and managed changes throughout the transformation process.OnePass Subscription- Collaborated with cross-functional teams to align on product goals and address challenges.- Stepped in as Product Owner during team transitions to ensure continuity and effective leadership.2-Hour Delivery Service- Contributed to the implementation of a 2-hour delivery service, enhancing customer experience through iterative design.Customer Delivery Choice & Checkout Re-platforming- Used iterative approach, delivering it 7 months ahead of schedule.- Redesigned the checkout process to achieve a 30% faster completion time.Other project experience includesDevice insurance, Build platform for configurable furniture products, Telco phone/plan

In this position, most of my responsibilities involves around managing Service Desk, Incident,change management and ServiceNow.ServiceNow Administrator: 1. Designed Self Service Catalogue for Officeworks which allows team members to order and provision hardware, software, network and access requests.2. Developed and enhanced Incident, Request and Change Management to be more in linewith Officeworks requirements.3. Integrated automation of both incident and request tickets to save lots of hours manualtedious tasks.4. Implemented Configuration Management in ServiceNow for various team such as, windows, desktop, networking and Point of Sale.Change Management:1. Ensure all the submitted change requests are reviewed and approved upon satisfaction.2. Plus, upon completion make sure these changes are closed with an appropriate status.3. Communicate high risk changes and make sure proper actions are taken to execute thechange successful.4. Make sure no changes are clashing to avoid system outages.Incident Management:1. Ensure priority one incidents are managed within expected guidelines and that eachincidents are clearly and concisely updated with any actions taken.2. Take on the role of Incident Manager in the event of a critical or complex incidents.3. Ensure the root cause of priority one incidents is investigated and understood using ProblemManagement where necessary.4. Perform Post Incident Reviews of critical incidents, or where necessary to improve incidentmanagement processes5. Ensure the Service Desk Analysts meet their KPI’s for Incident ManagementService Desk Team Lead:1. Ensure all scheduled tasks are completed on time and to expected standards2. Constantly review tasks performed by the Service Desk, with the intention of reducing theeffort spent either through driving automation of recurring tasks or Identifying opportunitiesfor process improvement and working with the relevant teams to implement changeinitiatives.

1/2 Year Administering ServiceNow1 Year Change Manager Experience Administering Windows server 2008 included Active Directory, Group Policy Objects andSecurity GroupsAnalyse & Resolve technical problems using available information and effective problemsolving techniquesReporting on key problems and solution within organization365 Days 24/7 on call supportAct as a point of escalation for all matters related to the Service DeskConstantly review the content of the Service Reports to identify the effectiveness of theinformation and develop improvements where necessaryUser provisioning of LAN and SAP (R/3, ERP, BW, HR) accountsSupporting over 5,500+ team members in stores and head officeHardware support of servers, desktops, laptops and printersExcellent communication & interpersonal skillsTroubleshooting with network/printing connectivity knowledgeTechnical Admin support with Office 365Experience in managing QUIDS, Salesforce and Citrix accountsIn store support with: Point of Sale(POS) , POS Thermal Printer, POS Terminal , IBM Display/Operator Screen, POS Base unit, Register Scanners, DesktopsTechnical support with Network comms devices such as:o Cisco Routers, Cisco Switches , In store PA Systems, Store Routers , UPS(UniversalPower Supply) units, Wireless Access Points, Motorola PDT, Cisco Phonesfixed/WirelessSupport experience with applications such as:o SAP CRM, ERP and BW Analyser, Citrix & QUIDS, Genesys Interactionworkspace(IWS), Genesys CCPulse, LANDesk & DameWare, Software used forRemote console, Operating Image Builds, Software/Application Deployment,ServiceNow, HP Service Center, VMWare, Managing virtual/host servers, iDrac, IBMCollaboration Lotus Software, Internal designed software, apps and tools , ActiveDirectory, Windows Exchange Tools, PowerShell Scripting, VPN & RSA - RemoteAccess, Salesforce

- Technology Product Advisor.- Install Desktop PC/ Laptop/ Monitor, Printer, Scanner.- Understand Customer Need and Provide otimal solution.- Manage Customer Repair - Coordinate with Manufacturers - Analysis the store Profit/Margin and Sales Revenue report for target sales.- Train New Team Member- Cash Handling - Purchase Orders

- Design and Maintenance of Web Sites ASP.NET, C#- Install Desktop PC/ Laptop/ Monitor, Printer, Scanner.- Install Client Required Programs/Software.- Install or Trouble Shoot Windows 7/Vista/XP Problems- Install Microsoft Office and POS Software- Sales.

- Designed the Graphical User Interface (GUI) of and assisted in software verification of a Point of Sale- System consisted of a 15" touchscreen, a receipt printer, a cash drawer, and a standalone bar-code scanner.- The software was designed in Java and my responsibility was to ensure the application was userfriendly and easy to use. I provided specification and guidelines on how each component should be laidout on the application screen.- Understand Client requirement and provide the optimal solution.- Created a database using Microsoft Access of ~2100 items, where each item had about 12 attributes.- PC builds/rebuilds- Hardware support of desktops, laptops and printers- Installation and configuration of network devices- Experienced in providing remote support