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• Own and manage key relationships with customers, product, and technology teams across Thomson Reuters.• Work closely with internal stakeholders to gather and prioritize feedback to drive innovation and increase customer satisfaction.• Communicate clearly with stakeholders regarding upcoming features, changes, defects, etc.• Support commercial teams in client engagement and retention activities.• Drive innovation of e-filing Manager, Integrations, and our API strategy to address current and future client needs.

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.• Manage and maintain print management system and the printer fleet internationally.• Manage and maintain dictation and task workflow management.• Providing 3rd level support and managing problem tickets.• Administering Active Directory and Group Policy.• Participate in DR activities as required, including documentation of DR Planning, Recovery and potential improvements for future exercises.• Managing and maintaining software licensing for any third-party applications.• Mobile device management using MobileIron cloud. • Knowledge of Citrix VDI technology (Published Apps/Desktop PVS, Storefront, Access Gateway, Desktop Director).• Create and maintain documentation & knowledge articles in Confluence.• Responsible for updating and maintaining applications like iManage, Contract express, Adobe suite, etc.• API implementation and management for applications that utilise APIs.

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 activities.• 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.• Ensuring that the customers are satisfied with our service by being in regular contact with customers.• Making sure Knowledgebase is up to date and as per standard.• Effectively communicating and maintaining relationships with third party suppliers

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• Execute Routine Daily Checklist of Services and System Backup• Installing, Re-imaging, Upgrading, Configuring and Supporting Desktop and Laptop• Logging service calls for repairs of faulty Systems and equipment• Assignment of Assets to a Location and Employee• Periodic Asset Audit, Review and Disposal• Support Regional and Global Projects based on company goals and objectives to achieve a successful outcome on time and within budget.• Training new members in the team

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.• Ensure consumables are at required levels.• Using Remedy to solve issues.

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.• Reporting bugs by creating problem reports and uploading the results into the test database. • Reporting the Quality Trend to manager.• Handling multiple projects simultaneously developing test scripts, test execution & defect tracking.• Successfully documenting the executed test plans and strategies.• Adhering to ISO procedures.• Generating Daily Reports to Test Managers and Project Managers.• Attending weekly progress meetings with Managers, Developers and Business Analysts.

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