Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Awards
VISA
Generic

Donna Rose Rizal

Springwood,Australia

Summary

Results-driven IT professional with 8 years of expertise in technical support, IT services, and project management. ITIL and Microsoft certified, with a proven ability to troubleshoot issues, manage cross-functional projects, and enhance IT operational efficiency.

Overview

11
11
years of professional experience
1
1
Certification

Work History

ICT Officer

H&S Group (Kids Early Learning Centre (ELC), Bi-Rite Home Appliances, and KNAPS Software)
05.2023 - Current
  • For Kids Early Learning Centre – deliver hardware and software support to all centres, including deployment of assets, user account creation, network support, and CCTV support.
  • For Bi-Rite Home Appliances – provide application support to store owners across Australia on ERP system usage and troubleshoot common printer issues.
  • Managed Microsoft 365 (Kids ELC and H & S Group) and Google Workspace (Bi-Rite Home Appliances), including user account creation, security enhancements, and related configurations.
  • Lead IT incident management for the company.
  • Lead the IT asset management project, improving asset inventory tracking and handling.
  • Lead the migration of 30+ stores in New Zealand from their previous ERP to KNAPS (new ERP), including liaising with store owners, executing data migration, and providing post-migration support.
  • Lead the migration of H & S Group from Google Workspace to Microsoft 365.
  • Lead the migration of mailboxes from HostGator to Microsoft 365.
  • Lead the migration of company-wide data from Dropbox to Microsoft OneDrive.
  • Lead the creation of TFA Constructions website.
  • Lead the implementation of IT Policies and Procedures across the companies.
  • Log and manage support case tickets to the KNAPS software development team.
  • Manage JAMF for Apple Devices.
  • Work closely with the KNAPS software development team, acting as product manager to improve the performance of the internally developed ERP system by providing feedback from stores in both Australia and New Zealand.
  • Assist with the setup of devices, including mobile phones, laptops, and tablets.
  • Troubleshoot systems and hardware issues, providing effective resolutions.
  • Follow up on support requests and provide consistent updates to retailers and staff.

Technical Program Manager

Manulife
08.2021 - 04.2023
  • Lead and oversee technical projects with cross-business impact, ensuring effective planning, execution, and delivery aligned with organisational goals.
  • Provide strong escalation support for high-severity incidents to speed up through triaging to resolving parties, effective communication to stakeholders, and post-incident review
  • Perform incident and problem management analysis of both software and hardware-related incidents to identify and implement appropriate solutions
  • Engage key stakeholders for incident and business impact clarification
  • Facilitate regular touchpoints with key stakeholders to ensure appropriate visibility of key issues including escalation status reporting, issue status and resolution activities, and trending analysis
  • Ensuring that effective communication is maintained with the Executives, Business Leadership during a high-priority incident
  • Drives implementation of standard execution of the High Priority Incident Management process
  • Acts as liaison to the Global Service Assurance Major Incident (GSA-MIM) Team
  • Develop service metrics with Manulife Business Units and provide means to monitor and improve service delivery output and operational excellence
  • Maintenance, audit and reporting of IT Inventory and Contacts
  • Drive IT Partners service review meetings covering performance, service improvements, quality and Processes
  • Manage the implementation of organization-wide IT projects that will impact key stakeholders

IT Services Specialist

Klook
02.2019 - 08.2021
  • Lead the end-to-end deployment of the company’s IT Help Centre (Zendesk), serving as the Subject Matter Expert (SME).
  • Oversee software and hardware asset lifecycle management from procurement to deactivation; led price renegotiation and optimization efforts, saving the company an estimated $800,000 during the pandemic.
  • Manage and support a suite of SaaS applications, including GSuite, Slack, Zoom, Lucidchart, and others.
  • Provide comprehensive IT support as the sole specialist for the Cebu and Manila offices, extending assistance to other Southeast Asian locations.
  • Support the deployment of network infrastructure in the Manila office and contribute to ongoing network improvement projects in the Cebu office.
  • Respond promptly to tickets involving software and hardware issues, ensuring minimal disruption to users.
  • Install, configure, and maintain applications required by staff and users.
  • Create user accounts and assist with password resets and login issues to ensure smooth access.
  • Optimize the use of applications and devices to enhance operational efficiency.
  • Repair, replace, or coordinate replacement of IT devices such as computers, phones, tablets, printers, and modems as needed.
  • Automate workflows through various IT automation tools, ensuring seamless integration with other SaaS applications.
  • Conduct access and account reviews for over 100 applications in collaboration with the IT Security team to ensure compliance and security.

Hardware Engineer

NCR Corporation
02.2017 - 02.2019
  • Support and troubleshoot hardware issues, with a focus on printers
  • Create development releases for hardware products, parts, and firmware
  • Create, review, and revise technical documents
  • Conduct and assist in various testing procedures, to ensure product quality and reliability
  • Lead process improvements, including revamping the Engineering Knowledge Base (WordPress) and automated Purchase Request Flow (Microsoft Flow)
  • Perform data analysis of product field issues
  • Lead or support Continuous Improvement activities within the Engineering team and the Automation Working Group

Technical Support Engineer

SPi Global (now Straive)
06.2014 - 06.2016
  • Install and configure computer software, hardware, networks, and peripheral equipment Troubleshoot and resolve software and hardware issues quickly and efficiently
  • Provide steps to help internal users resolve technical problems
  • Maintain technical support procedures and reports
  • Analyse records and logs to spot underlying trends and potential issues
  • Support the implementation of new solutions or applications
  • Create accounts for new users and assist with password or login problems
  • Test and evaluate new technology
  • Provide insight into technical requirements
  • Repair and replace equipment as necessary

Education

Diploma - Information Technology (ICT50220)

Queensford College
10.2024

Bachelor of Science - Information Technology

Metro Dumaguete College
01.2013

Skills

  • Technical Support
  • Project Management
  • Data Analysis
  • Systems Administration
  • IT Service Management (ITSM)
  • IT Operations Management (ITOM)
  • IT Asset Management (ITAM)
  • Process and Control Improvement
  • Budgeting and Cost Analysis
  • IT Auditing
  • Workflow Automation
  • User Training

Accomplishments

Achieved significant business impact by leading the end-to-end migration of 20+ stores to the new ERP system at KNAPS Software, driving a third-party tool cost-saving initiative at Klook that saved $800,000 during the pandemic, and reducing operational downtime by 173 hours per month at Manulife by analysing and implementing solutions to recurring IT ticket. Efforts honoured with a Going Above and Beyond award.

Certification

  • ITIL 4 - AXELOS Global Best Practice | Issued Dec 2020
  • Salesforce: Data Management, Data Modeling and Data Security - Trailhead by Salesforce | Issued Oct 2022
  • Microsoft Certified: Azure Fundamentals - Microsoft | Issued Feb 2022
  • Scrum Fundamentals Certified (SFC) - SCRUMstudy - Accreditation Body for Scrum and Agile | Issued May 2021
  • Workato Automation Pro I - Workato | Issued Dec 2020
  • Toastmasters International Competent Communicator (CC) - Toastmasters International | Issued Jun 2018

Timeline

ICT Officer

H&S Group (Kids Early Learning Centre (ELC), Bi-Rite Home Appliances, and KNAPS Software)
05.2023 - Current

Technical Program Manager

Manulife
08.2021 - 04.2023

IT Services Specialist

Klook
02.2019 - 08.2021

Hardware Engineer

NCR Corporation
02.2017 - 02.2019

Technical Support Engineer

SPi Global (now Straive)
06.2014 - 06.2016

Bachelor of Science - Information Technology

Metro Dumaguete College

Diploma - Information Technology (ICT50220)

Queensford College

Awards

Going Above and Beyond Awardee - Awarded by Manulife - Information Systems, 2022

VISA

Temporary Skill Shortage (Subclass 482)

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Donna Rose Rizal