Saad Khalid Email & Phone Number

Darwin, Northern Territory, Australia

PFES - SerPro - Department of Justice•Led a team of configuration analysts and reporting analysts, streamlining change requests, managing system updates, and producing compliance and performance reports.•Work closely with developers, system engineers and configuration teams to provide effective solutions for identified issues, ensuring alignment with stakeholder needs.•Coordinate with database administrators to ensure compliance, data integrity and data redundancy with specified requirements and to enhance database efficiency based on stakeholder requests.•Played a pivotal role in SCRUM Agile teams, ensuring alignment with sprint objectives and facilitating collaboration among developers, system engineers, and key stakeholders.•Generate and present weekly reports on service requests and Jira tickets, delivering comprehensive updates to stakeholders.•Facilitate coordination with various departments to implement changes requested by government agencies, ensuring smooth execution and compliance.•Partner with end-users in client agencies to map, document and analyze business operations, workflows, and activity patterns to create new and/or to standardize ICT service management processes and models, systems and systems functionality.•Deliver comprehensive and differentiated advice and support to meet client agencies’ strategic and operational needs. •Project manage an allocated case load of programmed works ensuring appropriate governance, risk management and evaluation frameworks are in place, particularly to ensure effective stakeholder relationships to support the delivery of projects.• Assist to develop and implement work instructions for the use of front-line service support staff to ensure a consistent approach to user profiling and resolution of routine issues.

Darwin, Northern Territory, Australia

• Providing technical support and advice with the resolution of system change proposals to assist the broader business to achieve strategic and operational objectives. • Worked through system change proposals, including operational impact assessment, problem solving and recommendations for system changes. • Requirements gathering from B2B procedures and all relevant stakeholders. • Engaging internal and external stakeholders & SMEs to validate business requirements, solutions design to influence decision making regarding approval. • Design, coordinate and execute the UAT, Regression, Industry testing of system, including the development of test plans and compile reports of test outcomes. • Analysed gap between current & new end-to-end process to design Test case scenarios for end-to-end functionality testing. • Raise and track issues with system performance and defects and assist with priority assignment. • Monitoring and documentation of ICT Security controls. • Liaise with the vendors to resolve issues in line with agreed SLAs.• Conducting route cause analysis for issues raised and track issues with system performance and defects and assist with priority assignment. Liaise with the vendors to resolve issues in line with agreed SLAs. • Develop and distribute system change release documentation, including system release notes, communications, and work instructions to impacted users. • Writing change requests for system enhancement and efficiency • Updating Business process instructions and process maps (drawing new maps if required). • Extensive knowledge of AEMO’s - Service Orders, Notifications and CATS (B2B &B2M) procedures.

Australia

• Assessing 2nd and 3rd level IT Support looking after IT Infrastructure, Networks and Telecommunications for Northern Territory Government. • Working under the contract of Northern Territory Police, Fire and Emergency Services. (PFES Contractor)• Provide technical support for several business systems in NTG including Citrix, SharePoint and MAX• Extensive SCCM Experience • Assists in troubleshooting, diagnosing, testing and resolving system problems and issues• develops, conducts and provides technical guidance and training in application software and operational procedures• Analyses, evaluates and diagnoses technical problems and issues such as installation, maintenance, repair, upgrade and configuration and troubleshooting of desktops, software, hardware, printers, internet, email, databases, operating systems and security systems.• Monitored, investigated, and reported incidents of suspicious activity.• Fixed detected vulnerabilities, in order to maintain high security standards.• Develop, test and implement solutions to problems detected during troubleshooting• Manage communications and liaison with customers and technical groups using regular updates and status reports.

Darwin, Northern Territory, Australia

• Create business reports and dashboards using Power BI and Microsoft word excel database. • Interfaced with business clients to access business needs, gather requirements, and determine realistic deliverables.• Substantiated proficiency in using a range of software programs for communication with team and client, including Outlook, MS Teams, Zoom, MS office, etc.• Prepared business models, flowcharts, and diagrams.• Worked with client requirements to specify business plans and goals.• Provided Customer Service Support.

Darwin, Northern Territory, Australia

Bachelor Of Information Technology - Bitech, Business Analyst And Programming

Professional Year Training In Ict, Business, Workplace And Management

Key learning areas include : Australian Business Culture and Environment, Professional Business Communication, and Project management.