Helen Mihail
Melbourne,VIC
Summary
An experienced professional worker, passionate about resolving issues, reducing risk and increasing overall performance of the company. A task driven individual that likes to achieve deadlines. I have proven people skills to get the job done and work efficiently in a team environment.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Business Engagement Lead
Powercor Australia Ltd, CBD Information Technology
01.2020 - 03.2023
- Key point of contact and manager of IT business relationships.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Bringing together many parts of IT from both internal and external agreements and act as liaison and client champion.
- Reporting on performance and following up on escalations in the delivery of services.
- Ensuring quality service provision including mapping of value back to client business units.
- Worked with Wellington/NZ team to transition out from CHED IT Service Desk.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
Change and Release Coordinator
Powercor Australia Ltd, CBD Information Technology
07.2014 - 12.2019
- Developed and communicated release plans for changes to IT applications and infrastructure initiatives.
- Championed a culture of continuous improvement within the Release Coordination team, promoting knowledge sharing and collaboration among peers.
- Performed impact assessments on changes to project dependency requirements.
- Generated reports for IT project progress and performance.
- Trained personnel on use of IT tools and applications.
- Resolved staff conflicts and identified potential areas of improvement.
- Reduced downtime during deployments by closely monitoring progress and addressing issues as they arose.
- Change Management – accurate and timely distribution of Agenda, Minutes, and weekly outage notices as well as Emergency outages.
- Established key performance indicators for the Release Coordination function, allowing for ongoing assessment and improvement of team performance.
- Coordinated with external vendors to deliver IT project components.
Testing Coordinator
Powercor Australia Ltd, CBD Information Technology
06.2008 - 07.2014
- Managed automated test tools and databases.
- Enhanced testing efficiency by streamlining test coordination processes and procedures.
- Drafted reports to detail findings from testing phases.
- Involved in the auditing of Change Requests.
- Managed and monitored activity of testing process.
- Managed and administered the testing tool – Quality Center.
- Managed deployments of Projects.
- Coordination of IEE Upgrade project (SP4). Managed to keep the testing community focused on the milestone and contributed to the successful delivery of the project.
- Managed the Quality Centre (Testing tool) upgrade.
- Facilitated effective communication between testers, developers, and stakeholders to ensure timely resolution of issues.
- Trained and developed new testing team members and provided continuous mentoring.
Data Analyst and Senior Data Analyst
Powercor Australia Ltd, CBD Data Management Group
12.2007 - 12.2008
- Identified and resolved all technical issues related to meter data management and initiating corrective action.
- Provided solutions in a timely and efficient manner.
- Analysed and resolved issues relating to the efficient & effective processing of data management transactions using systems including MDS and CISOV.
- Process activities associated with data management such as meter data, transactions & standing data.
- Reported on key performance indicators to ensure policies and processes conform to regulatory, licenses, codes and business targets.
- Responded to retailer information queries.
- Process meter and settlement data to ensure data management information is dispatched to relevant participants.
- Trained new users/temps to backfill positions.
- Maintained retailers during high staff turnover, ensuring staff were trained in systems/processes.
Team Leader
Telstra, CBD Manage services Operation and Support BP Helpdesk
01.2000 - 01.2006
- Customer, Contractor, Supplier relationship management.
- Issues resolution, escalation, and management of pre-set after hours support.
- Service Level Agreement (SLA) Reporting.
- Basic networking/technical helpdesk support.
- Co-ordination of field technical support staff for fault investigation and rectification.
- Trained staff on new systems.
- The service delivery and provisioning of over 700 Voicemail activations and PABX adds, moves, and changes.
- Selected to represent BP Helpdesk in attending a USA based training course and conduct training for departmental staff in the system operation of the Peregrine fault logging call management system.
- Expert level of Telstra’s billing and provisioning systems, Operations support system Peregrine and various fault logging and call management applications software.
- Selected to conduct operational highlights and performance statistics presentations to Line, Departmental and General Managers.
Education
CCNA – Cisco Certified Network Associate -
Box Hill Institute of TAFE
01.2004
Associate Diploma in Business - Office Administration
Northern Melbourne Institute of Technology
01.1992
Skills
- Proficient in IT deployment management
- Strong verbal communication
- Solid grasp of ITIL frameworks
- Participated in internal decision-making
- Customer and contractor relations
- Procedure development and reporting
- Escalation management skills
- Problem-solving and troubleshooting
- Quantitative analysis
Accomplishments
- Documented and updated change management process which led to improved structured process within organisation.
- Achieved efficient running of automated month end run for Finance team by completing engagement with external suppliers to rectify problematic issues with accuracy and efficiency.
- Supervised team of 5 staff members.
- Collaborated with team of 10 in the upgrade of Quality Centre testing tool.
- Achieved successful deployments of various projects and software upgrades through effectively co-ordination of testing.
- Represented BP Australia in Atlanata (US) to train on fault logging system and train Telstra staff back here in AUS.
- Selected to represent Powercor (VPN) at the Hong Kong Family Day in 2013.
Certification
Prince 2 Foundation course (2011)
(CCNA – Cisco Certified Network Associate) Box Hill Institute of TAFE (2003-2004)
Teaching English as a second language - short course (2003)
Associate Diploma in Business (Office Administration), Northern Melbourne Institute of Technology (1991-1992)
Timeline
Business Engagement Lead
Powercor Australia Ltd, CBD Information Technology
01.2020 - 03.2023
Change and Release Coordinator
Powercor Australia Ltd, CBD Information Technology
07.2014 - 12.2019
Testing Coordinator
Powercor Australia Ltd, CBD Information Technology
06.2008 - 07.2014
Data Analyst and Senior Data Analyst
Powercor Australia Ltd, CBD Data Management Group
12.2007 - 12.2008
Team Leader
Telstra, CBD Manage services Operation and Support BP Helpdesk
01.2000 - 01.2006
Associate Diploma in Business - Office Administration
Northern Melbourne Institute of Technology
CCNA – Cisco Certified Network Associate -
Box Hill Institute of TAFE
Training
- Service Now, ALM (Application Lifecycle Management) - Quality Center (Testing Tool)
- CISOV, MDS (Market Data Systems), MSATS (Market Settlement and Transfer Solutions)
- Professional Process Testing, ITRON Knowledge Transfer, Lateral Thinking, ARS (Action Request System), Peregrine (Fault Management System) - External (USA)
- MSDS (Managed Service Delivery System), FMS (Facilities Management System)
- Microsoft Applications
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