Vanessa Kelly Email & Phone Number

Canberra, ACT, AU

Canberra, Australian Capital Territory, Australia

• Improved delivery outcomes of the support team for cloud service and the Service Center within selected Digital61 clients by applying best practice across process and procedure.
• Safeguarded customer satisfaction by being the escalation point and trusted partner for all performance and contractual issues within the account.
• Guaranteed contract alignment to required services by identifying contract anomalies and driving contract variations to ensure compliance to required deliverables.
• Ensured the efficient and effective delivery of the end-to-end support services to clients by analysing support services and ensuring best practice support process were implemented.

Canberra, Australian Capital Territory, Australia

managed the ongoing support team for UC service within selected Message Stick clients Ensure the efficient and effective delivery of unified communication support services to clients by analysing support services and ensuring best practice is applied.Ensured client satisfaction by providing a single escalation point for all performance and contractual.

Canberra, Australian Capital Territory, Australia

Canberra, Australia

Proposal development

Canberra, Australia

Canberra, Australia

Transitioning new core application at CrimTrac

Canberra, Australia

Responsible for the efficient and effective delivery of the Incident Management Process, Problem Management Process, Service Request Management Process and Event Management Process and Knowledge Management

Service Asset and Configuration manager

Australia

Manage improvement and maturity of ITIL processesGovernance of overarching processes and delivery outcomes across multiple service providers ensuring service levels and KPI’s are met and/or exceeded

Canberra, Australian Capital Territory, Australia

• Delivery of the ESMC (Enterprise Services Management Center) Problem and Knowledge Management process across the entire ATO environment infrastructure and applications technologies, by identification, diagnosis and.
• Governance of overarching processes and delivery outcomes across multiple service providers ensuring service levels and KPI’s are met and/or exceeded
• Establish and maintain effective working relationships across multiple service providers and internal ATO application development teams, liaising with business groups and key internal stakeholders to achieve the best.
• Initiate and chair major problem review meetings for complex (multiple service provider) Problems arising from Urgent incidents and high impact trends, focusing on Root Cause analysis as well as remediation and.
• Provide advice for continuous improvement in areas of functional expertise (ITIL Incident, Change, Problem, Knowledge and Service Level Management), recommending improvements in processes to support consistent and.

Implementing the Problem Management function as part of QBE's ITIL rollout. And then ongoing Problem Manager for the QBE Strategy and Technology group

Services Assurance Manager comprises the management of the Problem Management, Change Management, Major Incident Management and Service Level Management functionsProblem Managers investigate and identify the root cause of incidents, report on problem progress, proactively identify trends and potential problems. Major Incident Managers coordinate and drive.

Identify, diagnose and record the root cause of incidents, accurately complete Post Incident Review for high priority incidents to prevent problems from a single source re-occurringComplete statistical analysis of helpdesk incidents for commercial clients to identify trends and potential problems. Produce customer facing monthly Problem Management reports.

An IT outsourcer and systems integrator. My role within this company was as manager of their IT customer support centre. Customer Support supplied support to approximately 120 Hansen customers worldwide, including Hansen internal users

• Manage all facets of a national 13 person 24/7 Service Center to deliver IT support to 120 Hansen clients worldwide. Ensureing quality support processes are in place, analyzing helpdesk data, KPI’s and SLA adherence to.
• Staff recruitment and development via regular performance reviews, one on one mentoring and training to improve team performance
• Preparation of cost centre budget and effective management of the P & L ensureing the profitability of the cost centre

Supply IT helpdesk support to approximately 4000 users throughout the multiple customers and sites located nationwide.

Supply IT helpdesk support to approximately 2000 users throughout the multiple site offices located nationwide. Support was in the core legacy application and the Windows environment.