Christina Johnson
Business Analyst
Officer,VIC
Summary
A solution-oriented, enthusiastic and vibrant Business Analyst with attention to detail and successful at responding to shifting business needs and priorities in an Agile framework. Expert on business and systems requirements, user acceptance testing and end-user training. Determined collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Exceptional leadership, organisation and project management skills with persuasive communication style, task prioritization skills, and taking ownership to see projects through to the end.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
Work History
Business Analyst and BI Consultant
Surefire Solutions
2019.03 - Current
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Conducted interviews with key business users to collect information on business processes and user requirements.
- Identified process inefficiencies through gap analysis and outlined sensible solutions.
- Derived conceptual designs from business objectives to deliver software and applications according to specifications for usability, performance and functionality.
- Assigned tasks to associates, staffed projects and updated involved parties to enhance optimal business flow.
- Executed analysis of risks and identified risk mitigation strategies.
- Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
Application Support Lead / Junior Business Analyst
Surefire Systems
2016.03 - 2019.03
- Lead a team of first level, second level and third level support analysts to deliver quality service within SLA
- Monitor queues and assess performance to identify gaps to use as input to continuous improvement
- Train and coach team to constantly delivery exceptional service and to focus on self-development
- Incident management and escalation management using JIRA to resolve issues
- Developing, building, refining the existing knowledge base and improvise by adding more information
- Generate reports of support incident statistics and report to Operations Manager
- Communicate with the client to understand requirements for a requested functionality
- Facilitate discussions with UX designer, Technical business analyst, Solution Architect, and developers to map out important aspects of the functionality
- Collaborate with devOps and back end developers to understand aspects of implementation
- Collaborate with Project manager to schedule implementation, handover and delivery of support
- Engage with clients during implementation to ensure the transition of tasks from implementation team to support team is smooth
- Work alongside Business Intelligence Consultant, assisting her with MicroStrategy reports, ETL from customer database to our Datawarehouse and into the MicroStrategy server
- Manage releases and upgrades by scheduling, resourcing and delivering them in a timely manner with the least downtime for customers
- Achievements:
- Transitioned team from ServiceNow to Jira and helped the support team collaborate with the technical team
- Transitioned knowledge base from Sharepoint to Confluence for ease of use with JIRA
- Incident closure and commitment to SLA has increased by 60%
- Trained and coached team in Philippines for 4 weeks to onboard them as first level support – successfully trained and were effective as first level team for the company
- Level 2
Application Support and Implementation Analyst
Surefire Systems
2015.03 - 2016.03
- Assist in the analysis of problems and support issues raised by first and second level support analysts and customers via phone, e-mail or portal
- Provide second and third level applications support, implementation and project support
- Provide support to customers on issues with the software and resolve any problems
- Provide training and build training material for customers to use
- Deliver releases, upgrades and patches provided by the development team in a systematic approach
- Conduct investigations and collaborate with developers to discuss issues and possible solutions
- Escalate issues out of support scope to the development to devOps team in an efficient manner and see the issue to the end
- Communicate with customers and keep clients updated on progress of issues
- Coach first and second level team and conduct weekly presentations and training sessions on requested topic
- Report to the application support lead on incidents assigned and resolved on a weekly basis
- Collaborate with team lead to identify knowledge gaps and scope for improvement
Dynamics CRM Support Consultant
Microsoft, Myriad IT
2014.05 - 2015.03
- Interact with clients to understand business requirements
- Demonstrate MSCRM solution capabilities to the client in windows, apple and mobile devices
- Configuring Dynamics CRM for clients’ specific needs including customising entities, fields, forms, views, etc., creating workflows, dialogs and processes
- Advise client on MS Dynamics CRM business cases and propose comprehensive solutions based on MS CRM, 3rd parties and customizations
- Log cases and pick up CRM support cases logged by clients, reproduce issues, identify bugs, troubleshoot, debug and resolve issues as quickly as possible and within SLA using incident management software
- Follow up and see through cases until client is able to resume function without any errors or bugs
- Handle change requests from clients and escalate to developers if coding is required
- Assist infrastructure team in installation, setup and configuration of MS CRM
- Assist infrastructure team in data migration from external systems into MS CRM and backing up, importing and exporting databases on SQL servers
- Installation, configuration and maintenance of MS servers; Running SQL scripts to manage data
- Set up CRM environments; configure user and administrative accounts; allot permissions and security roles
- Planning and managing releases including deployment to UAT, sanity testing, user testing, sign off, arranging of regression testing and release to production
- Prepare procedural documentation, build and maintain knowledge base on SharePoint
- Conduct user and administrator training; Create manuals and documentation for user training
Technical Support Analyst
Salmat – Coles IT
2013.10 - 2014.12
- To Coles Supermarkets, Bilo, Coles Express, Liquorland, Vintage Cellars, FirstChoice , Coles contractors and suppliers within an ITIL environment
- Incident management by providing 1st and 2nd level support to users over phone, email and in person
- Accept inbound calls, log problems, prioritize problems, access databases of information to make first call resolution whenever possible
- Troubleshoot software issues by remotely accessing computer; hardware issues with laptops, desktops, POS terminals, printers, routers, switches, UPS etc by providing clear instructions to users oven the phone
- Troubleshoot issues to resolve outages to reduce down-time of trade
- Identify and rectify system issues by troubleshooting remotely and in person
- Discuss and escalate issues to relevant support or appropriate vendors prioritising according to the urgency and impact of the problem if unable to make first call resolution
- Respond to logged cases depending on their urgency and priority within the Service Level Agreement to eliminate down-time as much as possible
- Follow up progress of problem resolutions with internal and external stakeholders; manage communications between clients and support groups
- Implementing business applications, resolving technical issues including desktop and in-house application issues, providing concise guidance and continuous improvement
- Liaise with internal and external stakeholders to resolve application issues
- Liaise with technical specialists to resolve software issues on POS systems, mobile devices, servers, workstations in a Windows environment
- Achievements:
- Received a $200 gift voucher from management in appreciation of my work which qualified 100% quality assurance over a period of 3 weeks
- Worked in a secondment role for 3 months, for a software upgrade project roll out for liquorland, firstchoice and vintage cellars stores nation-wide.
Team Leader
Officeworks Superstore
Richmond
2009.07 - 2013.03
- Leading the team, supervising team members and job orders, creating training programs and mentoring
- Image proofing, liaising with print hub and external clients for order processing
- Designing graphics for invitations, business cards, posters, canvas mounts, banners etc
- Image resizing and editing, enhancing and retouching as per customer requirements to fit canvases or posters, within officeworks policies
- Action customer complaints, resolving issues and ensuring that the team is performing with maximum efficiency and effectiveness
- Achievements:
- Designed and developed graphic templates for canvas collages that I presented before the National Operations Manager for the “big idea” campaign for future development of canvas sales
- Increased sales by 23% in 3 months after taking charge and reduced wastage and re-dos by 95%
- Boosted sales of canvas art by 6/day from 3/week in a short period of 2 months after taking charge
- Developed a ‘jobs booking system’ that reduced redundancy, over-booking and enabled timely completion of jobs, which is currently in use by the store
- Received gift voucher, movie tickets and bonus as appreciation for ‘innovation’
- Received several feedback for excellent customer service by customers and Store Leadership Team
Customer Service and Sales assistant
Officeworks Superstore
Richmond
2007.11 - 2009.07
- Provide technical guidance to customers with computer products and accessories including workstations, Laptops, Notebooks, Hard Drives, Printers, Network Cables & Drives, Network Components, Software Applications etc
- Analyse customer requirements and provide recommendations on the most appropriate cost effective solutions
- Cross-sell, up-sell and source products from other Officeworks stores using SAP
- Provide post-sales support by resolving customer’s technical questions and problems in person and over phone
- Diagnose and troubleshoot hardware and software issues to resolve issues customer might have with devices bought from officeworks; if unable to resolve, refer them to buy Dr.PC service
- Provide instructions on installing and uninstalling Operating systems, antivirus and other software
- Conduct training and information sessions on basic computer activities to Customers (Including setting up a home network, Installing and uninstalling software, Keeping computer clean etc)
- Achievements:
- Happy customers provided good feedback about me to managers for assisting and guiding them to purchase the products that best suit their requirements on 18 occasions
- Awarded team member of the month (Mar 2009 and Apr 2009) for receiving maximum number of good customer feedbacks
- Received gift voucher from Officeworks for ‘selling maximum number of warranties’ (Dec 2008)
Education
Bachelor of Computing - Business Information Systems, Software development
Swinburne University of Technology
Diploma - Information Technology, Business Information Systems
Sur University College (Sultanate of Oman)
2008.01 - 2012.01
Skills
Business process mapping
Data analysis
Gap analysis
Requirements Analysis
Product Roadmaps
ScrumMaster
Defining processes and process flows
Business Requirements Documentation
Workflow Analysis
Develop Test Plans
Use Case Scenarios
As is - To be mapping
Project Management
Certification
Certified ScrumMaster
Accomplishments
- Designed a workflow solution for Coles Liquor, resulting in the management of Customer Loyalty vouchers and discounts
- Coordinated cross-functional teams, developed and set processes up for the development team to adhere to which has been very successful
- Set up and conducted internal product review meetings to analysis areas of improvement within the product to feed into the Product roadmap
- Lucky enough to work on projects for some big names such as as Coles, Spotlight, The Reject Shop, Officeworks, Best Friend Pets, FoodWorks, Ritchies IGA, RAC, RACQ, Gold Coast City Council, Moonlight Cinemas, Village Cinemas, Justin Beiber and Adele Concerts and more. Passionate about continuous improvement and aspiring to always learn and grow.
Affiliations
Australian Computer Society
Lean Six Sigma
ScrumAlliance
Timeline
Certified ScrumMaster
2022-04
Business Analyst and BI Consultant
Surefire Solutions
2019.03 - Current
Application Support Lead / Junior Business Analyst
Surefire Systems
2016.03 - 2019.03
Application Support and Implementation Analyst
Surefire Systems
2015.03 - 2016.03
Lean Six Sigma Certification –– GoLeanSixSigma.com
2014-09
Dynamics CRM Support Consultant
Microsoft, Myriad IT
2014.05 - 2015.03
Technical Support Analyst
Salmat – Coles IT
2013.10 - 2014.12
Team Leader
Officeworks Superstore
2009.07 - 2013.03
Diploma - Information Technology, Business Information Systems
Sur University College (Sultanate of Oman)
2008.01 - 2012.01
Customer Service and Sales assistant
Officeworks Superstore
2007.11 - 2009.07
Bachelor of Computing - Business Information Systems, Software development
Swinburne University of Technology