Michael Ludlam Email & Phone Number

Wellington, New Zealand

Ascent Senior Business Analyst Consultant:Working with One NZ for Waka Kotahi on the Intelligent Transport System Network (ITSN) programmes.Supporting the overall governance of the NZTA ITSN programmes by providing guidance to project managers, strategic planning with resources forecasting across programmes, development of block plans which link timing plus dependency.Leading contract traceability framework to ensure contractual outcomes are achieved.Leading Business Analysis governance for requirements, planning and contract assurance across the ITSN, National Ticketing Solution (NTS), Safety Cameras and Connected Vehicles programmes.SharePoint consolidation with strategic deployment to minimize disruptions across all teams.Supporting security assurance on policies and designated security standards process.Leading the hardware support and sparing module for programmes delivery and operations teams.Identifying and solving problems affecting programme progress with process flows and investigations.

Formerly TrustpowerTest Analyst and Business Analyst services for the delivery teams (CAT / COPS), Amazon Connect contact centre / AWS environment and Supporting Retail Integration Test TeamEngaged in Hypercare support for mass migration of CRM, customer accounts, billing and switching.Supporting RI Acceptance Test Manager and led 30 key business people through UAT Training of qTest, Jira and then two week support of retail integration UAT testing and bug managementTested and managed the successful deployment of the AWS Connect environment into production so fully modularized and consolidated. Two-part deployment into a pre-prod environment with regression testing, followed by smoke testing of production cutover. No major issues for a for environment upgrade and rebuildDaily BAU support for 25+ COPS applications, now daily BAU support for CAT applications. Supporting tickets and incidents raised with direct communication to stakeholdersBusiness Analyst solutions for Gentrack (GTV) enhancements to address business needs and problems. Investigations, discussions, logic, and process flows with stakeholders and developers in agile frameworkBusiness Analyst solutions on COPS / CAT applications where required with team projects and Mercury integration workTesting all areas of GTV enhancements, ensuring acceptance criteria meets business needs and problems in collaboration with developers, BA’s and UAT with stakeholdersLed a UAT test team of 20 users for GTV core system upgrade. Previous upgrade was 6 years ago with reports of major issues affecting all users. During this upgrade. I ensured detailed testing of all modules and large scale UAT testing project which led to a successful deployment into production with only minor issuesSupporting and training Test Analysts on test procedures, environments and ways of testing in Agile for all team projectsTesting Microsoft Azure environments on logic and function apps for app service migrations

Wellington, Wellington Region, New Zealand

Design, Development and support of Amazon Connect contact centre and AWS solutions for Trustpower.Continual design and upgrading of contact flows and system processes to make AWS Connect more dynamic, resilient and scalable, while also improving customer / agent experience. CX, AX Design and deployment of team direct calling so one contact flow can dynamically change its audio output based on the queue the caller has entered, with the ability to select an agent from that dynamic list. If the agent is not available then voicemail to email logic is integration for full connection.Improved design and deployment of cloud monitoring and custom alerts into Trustpower's slack channels. Allowing for the team to have real time tracking and alerts into day to day contact centre operations.Logic design of the management and flow of incoming toll free numbers links with the ability to control IVR level and regional based custom messaging.Design and Redevelopment of the whole AWS Connect environment so it is fully modularized and consolidated. This then allow attributes to control a call journey to a queue and still allow for future dynamic queues to be built via attributes instead duplicating contact flows for each queue.Managed and led a seconded user from a different business unit on how to perform end to end testing in AWS Connect environment. Ongoing management to ensure the testing results were at standard and that the user had consistent workload

Wellington, Wellington Region, New Zealand

Cyara 20.3 upgrade of UAT and Production for the Ministry of Social Development New Zealand. Benchmark, install, integrate, transition, and testing associated with the upgrade of the UAT and Production environment to Cyara version 20.3.Development and implementation of audio integration using Cyara API’s to overcome changes in the way Cyara manages audio files. Building dynamic test cases for all business line to be used for baseline testing, regression testing, load testing and integration testing in both UAT and production environments.Support of current Cyara systems while future development work is taking place by MSD teams.

Wellington & Wairarapa, New Zealand

Using SQL for system analysis to create reports, investigate system bugs and software development to create new or improved programs within MeterOr.Supporting operation teams in Wellington, Auckland, Christchurch and handheld support for all meter readers across NZ. Support involves answering all system queries, best practice advice, problem-solving and investigating system bugs and deploying system improvements.Supporting retailers that run within the system. Working with each retailer’s senior management and development teams. Keeping the communication lines open between the retailers and our development team for continuous improvements and support. Full integration of multiple power and water retailers into MeterOr. Managing the requirements of retailers and communicating this to our in-house development team for seamless integration.Designed automatic feedback files to be generated at the operation team’s request for more information on a meter. This automatic feedback to the retailers increases the speed and quality of data back into the system, subsequently increases reading rate for routes and decreasing the manual communication needed.Successfully set up, ran a full on-site demo and training of meter reading system to the Water Authority of Fiji. Subsequently deployed the system for all their staff.Coordinating with the development team to implement visual mapping GUI layout to enhance the operations support to our meter readers. Involving presenting designs, discussions of system road maps, and coordinating the development team to align with the roadmap for a future-proof system. Full logic design and implementation of route sequencing for handheld units. Allowing handhelds to sequence meters within a route, while keeping other meters’ logical route ordering when they are not getting read during the cycle. Designed and implemented new system logic to more efficiently manage meter reading keys.

Wellington & Wairarapa, New Zealand

Programmed and tested water and power meters, repaired meter circuit boards, ad hoc administration tasks as required.

Orlando, Florida Area

One-year exchange programme as an Attractions Operator at the iconic Magic KingdomDemonstrated exceptional customer service skills by ensuring a positive and memorable experience for visitors.Effectively operated attractions, strict operational protocols and prioritizing guest safety while maintaining efficiency in ride operations.Collaborated with a diverse team to uphold Disney's high standards of service, fostering a positive and inclusive work environment.

Wellington & Wairarapa, New Zealand

Wiping data from Cisco Routers as part of system upgrades.