Summary
Overview
Work History
Education
Skills
Projects
References
Personal Information
Timeline
Generic

Karishma Patel

Parafield Gardens,Australia

Summary

I am a dedicated and results-oriented ICT professional with proven leadership and technical expertise in service delivery and support. As a confident and adaptable service delivery officer, I excel in dynamic environments that demand innovation and problem-solving. With a strong foundation in ITIL principles, I streamline processes and drive continuous improvement while ensuring exceptional customer service.


OBJECTIVE

My experience in requirements gathering, system enhancements, and stakeholder collaboration, combined with my attention to detail, positions me to effectively contribute as a Business Analyst. I am eager to leverage my problem-solving and communication skills to drive business solutions and process improvements.

Overview

4
4
years of professional experience

Work History

OCPSE (SA GOV)

Senior Service Delivery Officer
05.2022 - Current
  • Regularly facilitate meetings with vendors and service delivery managers to discuss change requests, track service desk tickets, and manage contract terms.
  • Collaborate with business analysts to document and analyze client requirements and business needs for system enhancements and change requests, maintaining a detailed change register for effective communication.
  • Lead issue investigation and resolution, working with IT teams to diagnose system problems, ensure stability, and implement solutions.
  • Manage system maintenance, including applying security patches and upgrades, ensuring seamless ERP migrations with minimal downtime.
  • Create and maintain process documentation and knowledge base articles, ensuring accurate records in SharePoint and MS Teams.
  • Track daily operations and document future system enhancements through the intranet for efficient reporting and analysis.
  • Provide technical support and guidance on Microsoft Office Suite, SharePoint, Teams, and ERP systems to enhance user productivity.


OCPSE (SA GOV)

Project Support Officer and Test Analyst
11.2021 - 05.2022
  • Prepareing UAT test scripts and profiles, ensuring alignment with business requirements and stakeholder expectations.
  • Analyzing and resolve defects, collaborating with vendors and internal teams to translate issues into actionable items.
  • Conducting issue triage to determine defects, enhancements, or user errors, and communicate findings to stakeholders.
  • Liaise between the test team, stakeholders, and vendors, publishing daily bug reports and tracking progress.
  • Create and maintain test documentation, including plans, scripts, and reports, ensuring clear traceability.
  • Provide UAT support to users across 40 SA Government agencies, ensuring a smooth testing process.
  • Support test leaders and project managers in adhering to timelines and ensuring successful UAT phases.

OCPSE (SA GOV)

Service Delivery Officer
05.2021 - 11.2021
  • Provided advanced service desk support for email, phone, and software requests, escalating issues as needed for prompt resolution.
  • Created and managed tickets in Jira to document all requests and tasks.
  • Supported Microsoft Outlook users, performing password resets and resolving sign-in issues.
  • Managed user administration tasks, including setting up accounts in HR systems (Big Red Sky, SIMS, GovSAfety, MyCareer).
  • Ensured deadlines and SLAs were met while participating in regular team meetings and access audits

OpSYS

System Administrator (IT Help Desk| Level 1)
10.2020 - 01.2021
  • Answering client’s phone calls and emails for IT issues.
  • Handling Autotask ticketing software.
  • Use of office 365 software and Microsoft Teams.
  • Creating tickets for client’s enquiry.
  • Setting up account for new users.
  • Communicating with other team members and participant in team talks.
  • Providing technical support across the organization.


Education

Professional Year Programme -

Performance Education, Adelaide, Australia
01.2021

Master of Information Technology (Enterprise management) -

University of South Australia
09.2019

Bachelor of Information Technology -

SVBIT (GTU), Gujarat, India
05.2016

Skills

  • Process improvement expertise
  • Requirement Gathering and Documentation
  • Process streamlining and continuous support
  • UAT testing
  • Stakeholder collaboration and Communication
  • Service Level Agreement Management
  • Customer Satisfaction
  • Incident Management
  • Teamwork and Collaboration
  • Problem-Solving
  • Attention to Detail
  • Excellent Communication

Projects

Led Data Migration Project

OCPSE, Adelaide, South Australia | Jan 2023 - Sep 2023
Spearheaded the data migration from the legacy Work Health and Safety system to the new platform. Collaborated with government agencies for seamless communication, conducted data mapping with the vendor, and provided daily reports to the Service Delivery Manager. Actively participated in UAT testing by creating test scripts and supporting agencies during testing phases. Facilitated final project sign-off by ensuring thorough testing and meeting stakeholder expectations.


Designed "As-Is" to "To-Be" Architecture
BHP Olympic Dam, Adelaide, South Australia | Jan 2019 - Jun 2019
Led the creation of a future-state architecture from the current-state architecture to install a centralized database system for BHP Olympic Dam. Key responsibilities included gathering functional and technical requirements, communicating with business stakeholders, and developing project deliverables such as reports and plans. Utilized ArchiMate, PowerPoint, Word, and Excel to design and present the architecture. Successfully delivered the future-state architecture, aligning with the business goals and technical needs of the host company.

 


References

Shubhangi Chuhan 

Service delivery manager

Office of the commissioner for public sector employment

Shubhangi.chuhan@sa.gov.au 


Steve Byard

Service delivery manager

Office of the commissioner for public sector employment

steve.byard@sa.gov.au


Personal Information

Visa Status: Australian Citizen

Timeline

OCPSE (SA GOV)

Senior Service Delivery Officer
05.2022 - Current

OCPSE (SA GOV)

Project Support Officer and Test Analyst
11.2021 - 05.2022

OCPSE (SA GOV)

Service Delivery Officer
05.2021 - 11.2021

OpSYS

System Administrator (IT Help Desk| Level 1)
10.2020 - 01.2021

Master of Information Technology (Enterprise management) -

University of South Australia

Professional Year Programme -

Performance Education, Adelaide, Australia

Bachelor of Information Technology -

SVBIT (GTU), Gujarat, India

Similar Profiles

CREATE PROFILE
Karishma Patel