Jennifer Ann Brown
Melbourne,VIC
Summary
I have held several positions over the past 25 years working for DHHS, which has seen me collaborate effectively with both internal and external stakeholders and program areas. I have a proven record of efficiency, and strive for excellence in all undertakings. I have an outstanding track record in the provision of excellent customer service. I can liaise efficiently and effectively with staff at all levels to assist in improving business practices and the use of systems. I am strongly driven by challenges that support and develop innovative approaches. I am conscientious and accountable in all activities undertaken, with consistent and focused attention to detail. I can maintain a presence of mind, and a sense of calmness and humour under times of pressure and amidst extreme workplace demands.
Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success. Knowledgeable [Desired Position]. Led teams with focus on achieving goals and improving processes. Demonstrated leadership in project management and team collaboration. Utilized problem-solving and communication skills to drive success. Professional leader prepared for this role. Proven ability to guide teams towards achieving objectives and enhancing productivity. Reliable and adaptable, fosters collaborative environment. Known for strategic planning and conflict resolution.
Overview
24
24
years of professional experience
Work History
Acting Team Leader - Stakeholder Support
Department of Families Fairness and Housing
10.2023 - Current
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Project Officer - Testing
Department of Health and Human Services
03.2019 - 10.2023
- Company Overview: Community Services Operations
- Communicate with Functional Analysts, developers and other stakeholders to gain a thorough understanding of the Functional Specifications for each release
- Write test plans ensuring full coverage of the Functional Specifications
- Perform the UAT testing as per plan loaded in ALM, keeping to required timelines where possible
- Log UAT defects for fix by the developers and test the defects, and report outcomes in ALM
- Produce concise release notes for each release that meet required DHHS and OPQ standards
- Log Production defects in Remedy for resolution by the Siebel support team
- Clearly identify, communicate and test application issues with stakeholders
- Identify possible performance gains by improving functionality
- Aid with core business questions regarding Funded Agency Channel, My Agency, SAM, SAMS2 and the eBusiness Portal
- When applicable, log Remedy tickets for phone queries to correct Remedy groups
- Approve Bulk upload requests and seek to improve Bulk Upload tool functionality
- Community Services Operations
- Test case preparation and testing for 3 releases covering 5 Functional Specifications to date
Systems Administration Officer
Department of Health and Human Services
12.2012 - 03.2019
- Company Overview: Corporate Service Division
- Provided user access to DHHS network and / or various applications, within the security protocols and guidelines of the department
- Provide application administration and configuration
- Provide application administration in eBusiness
- Create user documentation and qualify documentation created by others
- Corporate Service Division
- Creation of processes for onboarding users, compliant with security expectations
- Extremely successful higher duties assignment
- Project Team liaison aiding in creating manuals and maintaining user access
Information Technology Support Officer / Regional Web Administrator
Department of Human Services
05.2004 - 12.2012
- Company Overview: North and West region
- Regularly audit and update the regional intranet site
- Clearly record actions and outcomes
- Provide customer support including training in computer applications and systems
- Onboard staff to various applications and access levels
- North and West region
- Migrated the regional intranet from one platform to another
- Arranged regional training and one-on-one training for intranet content authors
- Developed advanced word forms to meet specific business requirements
- Initiated and promoted collaboration between regional key application stakeholders
- Created documentation to assist staff on various procedures and processes
- Collaborated with People Services and Disability Division with DAS system rollout
Information Technology Support Officer
Department of Human Services
08.2000 - 05.2004
- Company Overview: Western Region
- Provide technical customer support and IT training to staff
- Log and assign Helpdesk calls to the appropriate teams/persons
- Troubleshoot ITC Systems within the regional office
- Install new computers and software
- Purchase new communications and computing equipment
- Western Region
- Migrated the original regional website to the new Content Management System
Education
Bachelor of Arts - Youth Affairs
RMIT University
Computer Systems and networks, Information Technology, Data modelling and Databases
RMIT University
Skills
- High level of customer service
- Collaborative and resourceful
- Attention to detail
- Ability to prioritise competing demands
- Excellent written and verbal communication skills
- Ability to critically assess appropriate procedures and processes
- SAMS2
- My Agency
- Microsoft Office 365 suite
- Microsoft Azure DevOps
- MicroFocus Application Lifecycle Management
- EBiz application administration
- Remedy
- Excel formulas and functions
- Advanced formulas and functions
- Data manipulation and analysis
- SAMS2 Overview
- Cultural agility workshop
- Establish and manage effective working relationships
- Writing for the web
- Legislative Frameworks – Policy and Practice
- Tenacious
- Ability to work autonomously and cooperatively
- Strong desire and capability to gain knowledge to meet workplace demands
- Proactive and reflective thinker
- Mentoring
- Leadership
- Team Leadership
- Professionalism
References
- David Harte, Service Coordinator, Community Services Operations, Department of Health and Human Services, 03-9096-1532, 0413-091-060, David.Harte@dhhs.vic.gov.au
- Andrew Faoro, Team Leader, SASO Stakeholder Support, Department of Health and Human Services, 03-9096-3293, 0402-118-858, Andrew.Faoro@dhhs.vic.gov.au
- Khang Chiem, Team Leader, Service Agreement Systems, Department of Health and Human Services, 03-9096-7440, 0417-475-914, Khang.Chiem@dhhs.vic.gov.au
Skillssummary
High level of customer service, Collaborative and resourceful, Attention to detail, Ability to prioritise competing demands, Excellent written and verbal communication skills, Ability to critically assess appropriate procedures and processes, SAMS2, My Agency, Microsoft Office 365 suite, Microsoft Azure DevOps, MicroFocus Application Lifecycle Management, eBiz application administration, Remedy, Excel formulas and functions, advanced formulas and functions, and data manipulation and analysis., SAMS2 Overview, Cultural agility workshop, Establish and manage effective working relationships, Writing for the web, Legislative Frameworks – Policy and Practice, Tenacious, Ability to work autonomously and cooperatively, Strong desire and capability to gain knowledge to meet workplace demands, Proactive and reflective thinker
Accomplishments
- Achieved [Result] through effectively helping with [Task].
Timeline
Acting Team Leader - Stakeholder Support
Department of Families Fairness and Housing
10.2023 - Current
Project Officer - Testing
Department of Health and Human Services
03.2019 - 10.2023
Systems Administration Officer
Department of Health and Human Services
12.2012 - 03.2019
Information Technology Support Officer / Regional Web Administrator
Department of Human Services
05.2004 - 12.2012
Information Technology Support Officer
Department of Human Services
08.2000 - 05.2004
Computer Systems and networks, Information Technology, Data modelling and Databases
RMIT University
Bachelor of Arts - Youth Affairs
RMIT University
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