Plans and organises the execution of Technical Support operations strategy to improve customer experience and build brand loyalty, driving greater impact to overall customer satisfaction. The focus is to develop stronger relationships with our offshore partners, creating operational efficiency, managing budget, and creating an engaging and welcoming work environment.

Focus on maintaining customer satisfaction by ensuring the business services are performing at a high-quality standard.

Leading the strategy for developing a pro-active monitoring and troubleshooting assurance support model by introducing service operations that will govern event management, problem management and single end-user incident management.

Joined the team that handles complex and multiple projects running simultaneously, collaborating with various stakeholders and fellow business analysts. Highlights include development of various systems and tools for order provisioning and assurance support.

Joined as project BA to design end-to-end business processes focusing on service assurance for broadband, home phone and pay TV (Triple Play Project). In the project, I successfully:• Researched and reviewed all technical documentation, operation manuals, test cases, UAT results, and elicited requirements and designed solutions in relation to Triple Play Service Assurance• Analysed and assessed stakeholder requirements for continuous customer engagement and process improvement• Assisted in designing framework for Service Assurance strategy for multiple channels: phone support, social media, online forums and email• Facilitated development of multiple systems including the main troubleshooting tool (used by Foxtel Broadband technical support) and the Case Management System (used by back-of-house on ticket handling)• Designed end-to-end fault management process for back-of-house ticket handling, which integrates Telstra’s LinxOnline Service (LOLS) and LinxOnline Ordering (LOLO) with Foxtel’s internal ticketing system• Integrated various other Telstra systems into Foxtel’s internal systems to optimise provisioning and troubleshooting• Ran technical and business readiness trials for broadband and home phone; presented consolidated findings• Served as the Subject Matter Expert for end-to-end operational support and Service Assurance during handover.

Joined the Operations Team initially to take over User Acceptance Testing, then went on to provide leadership and support in the strategy and establishment of various medium to large-scale projects.I provided subject matter expertise and general support for Product, Marketing and Commercial requirements; also worked closely with IT and Technical teams to update requirements and enhance solutions, and consult with project managers to ensure proposed solutions meet business needs.Highlights include being the lead technical analyst for Foxtel Triple Play's end-to-end business processes focusing on Service Assurance. I gathered all requirements, researched all related documentation, and designed key elements of the project's business processes, including:• framework for service assurance strategy in multiple channels: phone support, social media, online forums and email;• Cue Cards, or the step-by-step troubleshooting guide for Service Assurance Agents;• fault management system for back-of-house ticket handling, which integrates Telstra's LinxOnline Service (LOLS) with Foxtel's internal ticketing system;• integration of various other Telstra systems into Foxtel's internal systems for optimised troubleshooting.I was the Subject Matter Expert for end-to-end business support and Service Assurance, continually analysing and assessing stakeholder solutions for continuous customer engagement and process improvement.Other top projects I was involved in include:• the Austar migration to Foxtel in 2014, where I designed the interim solution for scheduling technician appointments during the migration period. This migration process was lauded for its flawless execution, creating a smooth transition of Austar customer accounts to Foxtel.• the front-end interface, CORE, which was designed to provide a more intuitive and agent-friendly platform.