Kin Tho

• Managed highly skilled full stack developers and quality assurance team through Agile Kanban methodology for fast pace continuous integration/delivery
• Cross functional team with migrating and delivering identity management for My Account and introducing customer loyalty programs for 4 million customers
• Developed user and system diagrams to clearly represent customer journeys heavily focused by the User Experience team to tech solution architecture to be able to describe the platform and data integrations
• Collaborated with tech lead and product owners for high level requirements for breaking down user stories and splicing stories into minimal pieces of development work and dependencies
• Enhanced project/delivery management skills with coordinating, defining and presenting system solutions

Part of the Portfolio & Delivery Services (PD&S) Team
Lead Tech Business Analyst across all broad range of technology project/initiatives across Kaplan Australia & New Zealand

-Kaplan Professional Redesign Website Project
*New UI/UX marketing designs analysis for alignment with technology
*Request for Proposal (RFP) documentation to go to external market for a development team
*New/migration to new CMS technology and hosting environment
*Introduce Change Management process with content migration

-Kaplan Business School IT Courses implementation
*Analysis with current business and IT processes
*Concurrent project management
*External vendor engagement for solution design options for Virtual Desktop Infrastructure (VDI) and cloud database

• Digital Transformation Team - Program Centre division - Corporate Services group
o Program Centre is part of the Victorian government providing Victorians grants, vouchers and assistance programs for businesses + inherited all the COVID-19 response programs
• Lead BA and project coordinate end to end the Auto Acceptance MVP 1.0 project to automate the acceptance process within GEMS Salesforce to reduce manual and Data Loading interventions for Industrial Programs (COVID) from 5 minutes manual acceptance to 10 seconds auto per form
o TIPP program went live on 13 April 2021 and to introduce for Get Active Kids 31 May 2021
• Inherited additional project as Lead BA for the Document Verification Service (DVS) to enhance document identification with Department of Home Affairs API service
• Participated in introducing Agile practices for director/policy owner requests for software delivery

• Lead Business Analyst of the QBE Australia motor insurance projects
• Product Manager for the AudaTarget platform (United Kingdom software partner) for Australia

• Operating in an Agile waterfall and scrum methodology due to nature of a software-as-a-service (SaaS) platform
• Writing specifications, user stories and use cases for new features and/or products to be developed
• Designing mockups for UX/UI for new features and/or products for all insurance customers
• Ensure requirements are understood, agreed to and signed off at the appropriate stages in a project
• Assist in prioritisation, estimating, planning and clarifications within the Agile Scrum team
• Perform gap analysis, risk assessment, and other related tasks as required
• Provide detailed analysis of processes and workflows with suggestions for continuous improvement
• Review/provide input with other business analysts on other projects and mentor other team members
• Provide Subject Matter Expertise to analyse and diagnose bugs/defects during User Acceptance
Testing as well as after the product is deployed in Production

• Lead Quality Assurance Software Tester for all the core Audatex software
• Reporting bugs/defects and change requests to global development teams through the Jira platform
• Review and analyse business requirements/specifications through the Confluence platform
• Writing and executing test cases (manual) via TestRail software
• Conduct Unit, Smoke & Regression testing throughout software cycle incl Integration testing (UAT, API)
• Support new/existing customers with their UAT for new products and/or features
• Assist Project Manager with overall daily meetings with internal/external team and monthly releases
• Attend conference call with customers and development team (host/compose meeting minutes)
• Provide Level 3 technical support for all the core Audatex software and customer workflows

• Service Desk Team Lead to assist Service Delivery Manager
• Supporting the motor insurance claims industry via the phone, Team Viewer & email
• Provide Level 1 support for all the core Audatex software and customer workflows
• Provide Level 2 support as escalation point for the Service Desk team & Problem Management owner
• Ticket Management - Analysing ticket prioritization and categorizing with Service Now Express
• Data Management – Manage AU/NZ vehicle data incl. escalating to internal global development teams
o Software data testing for pre-production for new AU/NZ vehicle data and OEM price file
updates
• Lead in Knowledge Management for all Audatex software support services and internal troubleshooting
• Assist with Marketing - generate FAQs, ad-hoc graphic design for posters and EDM via MailChimp
• Internal IT support - Providing support for AU office via the global Solera Active Directory/network

Note: Integrating Technology merged into the Viatek ICT organisation
• Desktop/Junior Systems Administrator
o Provide Level 2 support and projects with range of technologies including Windows Server,
Microsoft Active Directory, Exchange & Office365, support with Citrix XenApp & VDI-in-box
▪ Provide support with networking and telephony with Cisco and Zultys
o Kaseya software - Remote monitoring and management software champion

• Technical Support
o Help Desk & Level 1 - Provide IT Managed & Ad-Hoc Services via phone/email either remotely or
onsite utilising the ConnectWise ticketing system
▪ Provide technical support and projects with range of technologies including
Software/Hardware, Desktop/Laptops/Mobile Devices, Printers and Cloud services
• Dell DSP (Dell Service Provider) Technician - Onsite hardware replacements contracted via Unisys