Carly Olsen
Woodvale,Australia
Summary
Results-oriented Project Officer prepared to apply extensive knowledge and experience. Detail-oriented and methodical professional with an analytical approach. Adept at coordinating documentation, spreadsheets, presentations, and supporting materials.
Overview
25
25
years of professional experience
Work History
Project Officer
Department of Health
East Perth, WA
02.2017 - Current
- Designs, develops and manages projects for the Office of the Chief Medical Officer as required, including projects related to blood and blood products.
- Provides executive support to project committees including the preparation of agendas, minutes, and action statements, as required.
- Conducted post-project reviews to identify areas for improvement in future initiatives.
- Liaises with other Branches, Directorates and Divisions, Health Services, other government departments and the health industry in regard to policy and project matters as required.
- Support meetings and project updates by collecting, arranging and distributing supporting materials.
- Ensure compliance with relevant policies, procedures, standards, regulations and legislation related to projects.
Problem Management Coordinator
Department of Commerce
10.2010 - 02.2017
- Develop and ensure organizational adherence to all organisational ITIL compliant Problem Management standards and process
- Coordinate and lead the Problem Management Life-cycle
- Ensure that the detection, reporting, initial problem support and prioritization of all Problems is effectively and consistently applied
- Review, design and make recommendations for Problem Management process improvement and Problem Management measures and metrics to ensure best practice and compliance with ITIL Problem Management principals
- Liaise with Information Services management to maintain process integration with incident management and change management processes and activities.
Service Desk Supervisor
Department of Commerce
08.2008 - 10.2010
- Lead the Service Desk team by providing supervision, direction, resource management and daily workflow management to ensure the delivery of an efficient, effective and customer focused service desk
- Daily coordination and allocation of tasks to Desktop Support staff to ensure the continuity of service
- Coordinate the installation and maintenance of departmental hardware and software
- Utilize specialized Desktop Support software to manage incident and service desk calls, maintaining ownership from end to end
- Liaise with vendors and service providers for installation and repairs provided under maintenance contracts or warranties
- Assist with the development and implementation of system documentation, standards and procedures
- Lead the investigation, evaluation, procurement and disposal of departmental hardware and software in accordance with asset management guidelines
- Make recommendations regarding the suitability of products for departmental use
- Manage, coordinate, monitor and report on performance of desktop support functions within designated Service Desk
- Contribute significantly to the knowledge base regarding the installation and operation of departmental hardware and software
- Training induction and mentoring of Service Desk Staff
- Ensure allocated funds are expended in accordance with commerce and whole of government financial management policies and procedures.
Technology Services Officer
West Coast TAFE
09.2006 - 08.2008
- Receiving of potential insured’s wages declaration, prop, and underwriting information
- Complete numerous goals such as monthly budget requirements within strict deadlines
- Itemize, research, and record all financial, business, and personal information
- Input data into computerized system and insure that all financial figures are correct
- Create New Business and Renewal calculation sheets using Excel
- Attend insurance and business related trainings and seminars
- Assemble completed policies and mail to clients
- Sort information and file
- Advise brokers and answer Workers Compensation policy related questions via telephone and fax
- Assist Underwriters with various tasks such as recording quotes, inquiring about Work Cover Numbers, locating needed documents, and numerous others.
Training Officer
Department of Consumer and Employment Protection
03.2006 - 09.2006
- Conducted IT training courses in accordance with departmental training requirements
- Evaluated and procured the services of external training providers
- Provided assistance and advice to staff in regard to the IT training department
- Ensured training equipment, facilities, materials and course manuals are maintained and kept up to date
- Assisted in the preparation, coordination and organization of the training program
- Assisted in the update of the IS Training material available on the Intranet.
Senior Desktop Support Officer
Department of Consumer and Employment Protection
03.2005 - 03.2006
- Assist the Service Desk Supervisor in the daily coordination and allocation of tasks to Desktop Support staff to ensure the continuity of service
- Coordinate the installation and maintenance of departmental hardware and software
- Utilize specialized Desktop Support software to manage incident and service desk calls, maintaining ownership from end to end
- Liaise with vendors and service providers for installation and repairs provided under maintenance contracts or warranties
- Assist with the creation and maintenance of system documentation, standards and procedures
- Assist with the investigation, evaluation, procurement and disposal of departmental hardware and software in accordance with asset management guidelines
- Make recommendations regarding the suitability of products for departmental use
- Assist the Service Desk Supervisor manage, coordinate, monitor and report on performance of desktop support functions within designated Service Desk
- Contribute significantly to the knowledge base regarding the installation and operation of departmental hardware and software
- Assist the Service Desk Supervisor in training induction and mentoring of Desktop Support Officers.
Desktop Support Officer
Department of Consumer and Employment Protection
02.2003 - 03.2005
- Install and maintain departmental hardware and software
- Manage incidents and Service Support requests
- Provide an effective, efficient, customer focused 1st tier Service Desk and Incident Management service in line with ITIL practices
- This includes technical support services (desktop, network and Telecommunications) to Commerce employees
- Assist in creating, maintaining and enforcing Information Services SOE (standard operating environment), system documentation, procedures and policies
- Provides assistance to the Electronic Document Management System (EDMS) Support Officer as required
- Practice and demonstrate behaviours that are in compliance with Commerce’s Code of Conduct, Equal Opportunity and Diversity policies and guidelines
- Perform other duties as required.
Trainee followed by Information Services Officer
Office of the Public Sector Standards Commissioner
12.1998 - 02.2003
Skills
- Motivated with proactive approach
- Work well in team environments
- Always punctual and polite
- Reliable, responsible, highly organised
- Able to work unsupervised and under pressure
- Excellent listening and interpreting skills
- Strong leadership skills
- Project and Task Management
- Resource Management
- Strong customer service focus
Personal Information
Nationality: Australian
Marital Status: Married
References
- Bradley Webster, Senior Policy Officer, Department of Health, 9222 4138, Bradley.Webster@health.wa.gov.au
- Amanda Esson, Senior Data Analyst, Department of Health, 9222 4157, Amanda.Esson@health.wa.gov.au
Timeline
Project Officer
Department of Health
02.2017 - Current
Problem Management Coordinator
Department of Commerce
10.2010 - 02.2017
Service Desk Supervisor
Department of Commerce
08.2008 - 10.2010
Technology Services Officer
West Coast TAFE
09.2006 - 08.2008
Training Officer
Department of Consumer and Employment Protection
03.2006 - 09.2006
Senior Desktop Support Officer
Department of Consumer and Employment Protection
03.2005 - 03.2006
Desktop Support Officer
Department of Consumer and Employment Protection
02.2003 - 03.2005
Trainee followed by Information Services Officer
Office of the Public Sector Standards Commissioner
12.1998 - 02.2003
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