Shifa Akbar Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Greater Melbourne Area

• System owner for Thomson Reuters’ ONESOURCE e-filing systems for AU Jurisdiction.
• Collaborating with ATO’s Digital Partnership team in implementing the tax time changes for Non Individual Tax Returns (NITR) and Activity Statement (AS) services.
• Define and prioritize requirements for the development team for existing and new e-filing systems
• Support customers with API implementations and provide ongoing technical support.
• Assisting with any custom integrations
• Managing the SSO implementation for HighQ and ONESOURCE customers

Melbourne, Victoria, Australia

Melbourne, Australia

• System owner for 3 Tier one applications and more than 30 Tier two applications.
• Successfully implemented Bighand for Dictation and Task Management
• Point of contact for any new software onboarding and implementation.
• Packaging and deploying complex enterprise scale software deployments using SCCM.
• Managing monthly patching of Windows and M365 apps.
• Responsible for patching third party apps through Lenovo patch and SCCM.

Melbourne, Australia

• 2IC for a national helpdesk reporting to the customer service manager.
• Effectively team leading 10 Service desk analysts nationally.
• Mentoring and coaching the team by resolving escalated queries, providing feedback to the team as required and contributing to people-oriented tasks including the recruitment of new team members and team engagement.
• Working closely with the team to ensure resources are appropriately scheduled.
• Monitoring JIRA and the phone queue to ensure a high level of service is provided at all times and direct resources as required to meet changing priorities throughout the day.
• Escalating high priority issues to operations team at the earliest to minimise the impact on the business.

Melbourne, Australia

• Successfully upgraded all PCs and Notebooks to Windows 7
• Involved in Blackberry decommission project
• Log, update and track to completion issues raised into the Help Desk Tracking System
• Provide 1 st and 2 nd Level Support for all software and hardware problems
• User account management- creating, updating and deleting user accounts.
• Escalate Problems to peers and management as appropriate

Melbourne, Australia

Melbourne, Australia

• Visit all fleet machine (on site) as per site visitation schedule ensuring a high standard of copy quality, machine cleanliness and performance in line with the contract / SLA.
• In depth understanding of the equipment operation, including machine default settings to the point of offering ad-hoc training of equipment to end users.
• Providing first level response on equipment faults/failure to internal client.
• Co-ordinate preventative maintenance program ensuring a high standard of machine performance and client satisfaction.
• Fault Management by placing all service calls to relevant call centre via hand held device, phone, fax or e-mail to the dedicated number provided.
• Liaise with service technicians called to site ensuring the equipment is operational before advising the client or user the equipment is back on line.

Bengaluru Area, India

• Responsible for complete testing of AAA DIAMETER protocol for both credit control and policy control features.
• Handling multiple projects simultaneously developing test scripts, test execution & defect tracking.
• Responsible for creating effective Test cases and Test plan in compliance with 3GPP Specs and RFC’s.
• Performing End-to-end system testing effectively with thorough knowledge about the system under test.
• Successfully completing the test plan within the deadline.
• Writing scripts for automating the test cases and running the suites using test tools.

B.Tech, Electronics And Communicatioon Engineering

Activities and Societies: Lady representative in the student's council Member of Industrial planning forum Active participant in All.

Education record