Patricia Protzman Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Melbourne, Australia

Melbourne, Australia

The two year Telco Transformation program sees the decommissioning of legacy network devices/services, the purchase of new Network Gear, state of the art AV equipment, telephony and mobile devices/services. The program will be rolled out to 4,000 retail, processing and corporate sites.Highlights:• Liaise with Technical Leads, Vendors, Project Finance Manager, Project and Service Managers and SMEs to assess and remediate gaps in the existing Service Asset & Configuration Management (SACM) process• Develop and publish the Vendor specific SACM process documentation to identify exceptions to the standard SACM process• Uplift the AMDB (Asset Management Database) and CMDB (Configuration Management Database) Data Models in ServiceNow to ensure all new Model Categories/Configuration Items can be recorded/accounted for• Work with ServiceNow consultants to develop, test, document and implement the Asset Management Module and ensure its synchronisation with the Configuration Management Database, where applicable.• Develop Bulk Data Upload templates for each Model Category to be used for importing data into ServiceNow’s AMDB/CMDB.• Uplift the SACM Policy to capture changes in the IT Business Model.• Perform bulk data uploads in ServiceNow’s CMDB

• Uplifted, created and published Configuration Management Knowledge articles• Refreshed and enhanced the Configuration Management Training program• Conduct regular Configuration Management principles and ServiceNow Training sessions for Stakeholders• Representation of Configuration Management in Service Design workshops• Analysis of new Services’s Architecture documents and proposed the appropriate Configuration Management structure in order to capture correct impact assessment.• Revision of IT Changes to ensure the CMDB reflects the changes made to the Services/Infrastructure

Melbourne, Australia

Promoted to lead the following:--- Configuration Manager (Project) Transition and TransformationRecently promoted to lead the extraction, analysis, auditing and provision of IT data to enable the effective transition to the new IT Managed Services provider (Transition stream)* The Transformation stream required the identification, definition and migration of all IT data from the existing Assyst Service Management tool to the the new ServiceNow platform. * The project also required working with the new IT Managed Services Support providers taking over the Configuration Management function.--- Configuration Manager - Achievements:* Appointed to define clear processes and identify opportunity for savings, after demonstrating an ability to master complex systems and their relation to each other. * Designed the IT Service Model that supports both WorkSafe and TAC IT systems.* Developed the Business and IT Service Catalogues.* Automated the update of Catalogues using the existing Service Management Tool and the existing ITIL Change Management Process.* Created the Cost of IT Support Services framework using the existing Service Management Tool. This initiative allowed the IT General Manager to present to each Business Unit, detailed costs of providing IT services and enabled the Business to identify opportunities for cost savings.* Created an in-house reporting framework using existing resources and tools, saving over $ 10,000/year in vendor development costs and allowing the generation of tailored, unlimited reports.* Led a project to itemise IT support costs and establish the decommissioning of infrastructure devices with the Managed IT Service Provider. This project established the life cycle cost of all IT devices and built a strong working relationship with the Provider.* Developed and implemented a bulk import utility that is used to add newly purchased Assets to the CMDB, update Assets’ physical Audits results and relocations

Melbourne, Australia

--- Knowledge Management Transformation Project Lead* Led the new Knowledge Centered Support methodology, policies and procedures and established the complex, shared database of knowledge while keeping each Customer’s data private and confidential.

Melbourne, Australia

--- Knowledge Management Transformation Project Lead* Promoted to lead the automation of Service Desk and Portal call logging scripting to improve quality of information when reporting IT issues. This initiative reduced the number of Service Desk call- backs to customers to gather critical information by 40%; increased first point of contact resolution by 15% and resolution time by second and third level support teams by 10% , with immediate improvement in customer satisfaction.* Capture IT Staff’s skills and capabilities in the “Infra” Database to identify Staff development and promotional paths as well as resource allocations--- Problem & Knowledge Management Coordinator * Promoted to lead the IT Problem Review Board to provide impact analysis and recommendations to the Software Development, Third Level Resolver Group teams, Service Desk and Incident Manager with the aim of improving faster problem resolution and customer satisfaction--- Data Integrity Investigations Analyst Employed to provide third level IT support to 1800 schools across the State of Victoria.* Analysed and rectified re-occurring, multiple data corruptions in the financial system deployed at 1800 schools in Victoria. * Researched the root cause of complex,IT intermittent issues and developed an approved method of correction. * Trained school and Service Desk staff on best practices to avoid such issues, resulting in a reduction of calls to the Service Desk and increased customer satisfaction.

1St And 2Nd Year, Information Technology, Software Design

Bachelor Of Commerce - Bcom (Argentina), Finance & Commerce