Annika Handa
Boronia,Vic
Summary
Qualified and Skilled Service management Professional with experience in Problem, Change and Incident Management processes and procedures within Service integration Framework along with 7 years’ experience in I.T industry. Currently working at one of renowned Banks BOQ Group, managing impact of Incidents by identifying potential root cause and managing known errors database. Creative in finding solutions to problem, designing, and implementing new processes to maintain process lifecycle. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Problem and Change Manager
Bank of Queensland Group
03.2022 - Current
- Maintaining and continual improvement of Problem Management policies and processes via Problem Management open discussion meetings
- Responsible for driving problem root cause meetings within agreed KPI; s and working with Technical Teams for implementing corrective actions to ensure information consistency
- Liaising with Change Managers regarding Failed Change incidents and working on FCR; s (Failed Change reviews) documents to ensure internal and external stakeholders follow process
- Facilitate or Chair regular Problem management meetings with different stakeholders
- Working with Risk Management Team for raising Problem related risks and providing weekly updates to them to manage operational risk register
- Engaging with Incident Management Team for handovers after incidents to establish incident priorities, participating in incident bridges and doing problem reviews
- Proactively detecting and logging problems, driving them for quicker resolution
- Ensuring all stakeholders and Service providers adhere to Problem Management process and procedures via effective communication
- Preparing PIR’s (Post incident reviews documents) with detailed content including Root cause details and corrective actions and to ensure it maintained in knowledge database for future references
- Always be Problem Management escalation point for any incidents/Problems and ensuring escalation procedures are properly executed
- Create Monthly reports for all high priority Problem Tickets with detailed information including risks, root cause, assignments groups, KPI’s etc
- Experience working on ITSM tool Service now, Salesforce preparing problem dashboards, managing Tickets and reports
- Maintaining Known error database for reoccurring incidents to address permanent root cause
- Liaising with Technical Teams, Project managers, Business stakeholders and external parties regarding problem management issues, reports, and tickets
- Assessment of resolved problem records and closing problem records ensuring adherence to process
- Developing Change Management plans and process for Projects, Change Initiatives
- Providing training and coaching to all Project stakeholders including production and non-production Changes
- Leading Change management work stream with a structured methodology including streamlined process for project success
- Providing support in logging Tech change requests in Service now and handling requests until completion
- Apply and embed Change Management Framework supporting agile practices and Processes
- Liaising with Business to understand Change, outages, designing Plan and Communications for internal staff and external customers
- Finalizing closure of Change request after post implementation review, defining success metrics, and measuring performance against these
- Evaluating the impact of planned project change including effective communication to all internal and external stakeholders about upcoming changes
- Supporting development of communications relevant to Change initiatives, required approvals etc
- Providing reporting and other updates to management and project teams
IT Technical Analyst
ME Bank
07.2018 - 02.2022
- Working knowledge of ITIL aligned service delivery processes
- Managing AD, O365 Exchange, Windows Servers
- Liaising with Problem management team by providing recurring incidents reports
- Running reports on Aged Incidents, Service Requests, to maintain Service level agreements
- Proven experience in the delivery of a range of ICT projects O365 and mime cast
- Troubleshoot Hardware and software error by running diagnostics, assessing impacts, and maintaining assets records
- Working with technical team to check alerting tickets
- Maintain computer components and software’s upgrades, installations
- Maintaining File and Print services, checking printers, scanners issues and Mobile devices management
- Participating in incidents and RCA meetings to provide required information
- Working with business and technical teams to get workaround articles for ongoing incidents
- High quality customer service with service desk and incident management experience
- Produce documentation of processes and systems and maintain knowledge base articles for new updates
- Controlling network access and administrative privileges, providing user access in AD and Exchange, and managing Queue
I.T Analyst/Incident Manager
Intech3
03.2016 - 07.2018
- Meeting KPI’s on regular basis and delivering excellent customer service
- Handling Incidents, following incident management protocols adhering to ON call roster
- Proactively identify issues before there is any major impact by help of various reports to analyse trend
- Prioritising incidents according to their urgency and influence on business
- Reporting incidents to Upper Management and handling bridges until issue gets resolve
- Preparing new Desktops and laptops for clients
- Managing Incidents team members by assigning workloads and rescheduling non urgent tasks
- Liaising with senior escalation points including managers and project managers
- Remote data back up and restoration for client sites
- Network peripheral (printer/ Fax/ Scanner/labellers) set up and troubleshooting
- Managing users Citrix accounts
- Taking 20-30 inbound calls from clients to assist with issues and logging manual tickets if required
- Troubleshooting new/existing faults logged via phone/ Ticketing System in professional manner
- Preparing monthly statistics reports for ITS team
- Liaising with different team leaders, engineers on regular basis
Operations Analyst
THE PROBE GROUP
07.2014 - 02.2016
- Provide Client support for small to medium sized businesses over phone
- Analysis of trends for improvement/change recommendations
- Providing support to more than 250 system applications Including configurations, Upgrades, and manuals
- Liaising with CSM’s (Customer Service Managers) in timely manner when required
- Working closely with Systems team to bring new clients on board and upgrading/maintaining old networks
- Team Roster planning and resource Management
- Escalating Request, Change & Problem tickets to relevant team
- Client training and guidance to understand various applications when required
- Remote data back up and restoration for client sites
- Regularly visiting client sites and resolving hardware/software issues onsite
IT Administrator
TCIL (Telecommunications consultants Inc Limited)
11.2012 - 08.2013
- Management of technical escalations within team
- Adherence to ITIL framework, customer SLAs and internal OLAs
- Providing individual support to customers in the use of ICT equipment
- Guiding non-technical site staff in locating and performing basic troubleshooting
- Professional management of new faults logged via phone/System for investigation
- User account permission management in Active Directory and access control
- Knowledge of Okta security, Email Filtering, UAM (User access management)
- Working knowledge of One Drive, SharePoint, SharePoint Designer
Education
Bachelor of Information Technology - Information Technology Project Management
Rayat Bahra University
04.2013
Skills
- Incident Management
- Stakeholder Management
- Problem Analysis
- ITIL Framework
- Project Planning
- Problem-Solving
- Decision-Making
Accomplishments
- Collaborated with team of 30 in the development of Cloud Transformation , Office 365 and Mimecast Project.
- Introducing continuous Process improvements within team
Technical And Professional Expertise
- Sound Knowledge of ITIL process, Priority Escalations, Bridge calls
- Experience in ITSM Tool (Service Now, Salesforce), Power BI, AD, Exchange, Microsoft products
- Critical thinking and analysing skills
- On Call experience to support Business during after hours
- Experience in UAT and PVT testing
- Ability to work in fast paced environment.
- Strong Stakeholder management skills
- Conflict resolution and negotiation skills
- Project Management life cycle understanding and Planning skills.
Academic Qualification
- Bachelors in information technology (Graduated 2013)
- Azure AD Fundamental Course
- Power BI Essential Training
Technical Certifications
- ITIL Foundation (Information Technology Infrastructure Library) Certified
- CCNA (Cisco Certified Network Associate Route & Switch) Certified
- CCNP Switch (Cisco Certified Network Professional Route & Switch) Certified
References
Contact details can be provided on demand
Projects
Experience in Delivery and documentation of O365 Project Involved in Mimecast project. Leading Cloud Transformation Projects in Major Bank as Tech Change Lead.
Certification
- ITIL Foundation(Information Technology Infrastructure Library Certified
- CCNA(Cisco certified Network Associate Route & Switch) Certified
- CCNP Switch Certified
- Training in Incident and Problem Management
- Service Now Training
Timeline
IT Problem and Change Manager
Bank of Queensland Group
03.2022 - Current
IT Technical Analyst
ME Bank
07.2018 - 02.2022
I.T Analyst/Incident Manager
Intech3
03.2016 - 07.2018
Operations Analyst
THE PROBE GROUP
07.2014 - 02.2016
IT Administrator
TCIL (Telecommunications consultants Inc Limited)
11.2012 - 08.2013
Bachelor of Information Technology - Information Technology Project Management
Rayat Bahra University
- ITIL Foundation(Information Technology Infrastructure Library Certified
- CCNA(Cisco certified Network Associate Route & Switch) Certified
- CCNP Switch Certified
- Training in Incident and Problem Management
- Service Now Training
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