Mehvash Khwaja
Technical Business Analyst
North Beach
Summary
Experienced Business and Systems analyst with hands on IT experience with emphasis Infrastructure support. Demonstrated strengths include process analysis, technical troubleshooting, project leadership and communication skills.
Overview
8
8
years of professional experience
6
6
years of post-secondary education
Work History
Technical Business Analyst
Arc Infrastructure
09.2022 - Current
- Spearheaded stakeholder engagement initiatives, significantly enhancing collaboration across departments.
- Designed and implemented workflows for wayside equipment alerting and Multi-Factor Authentication (MFA) for Public Transport Authority and TransWA, improving operational efficiency and security protocols.
- Developed comprehensive project onboarding process, streamlining project initiation and enhancing stakeholder collaboration.
- Conducted gap analysis and provided strategic recommendations for service delivery framework, aligning IT services with business objectives.
- Negotiated and established SLA agreements between operations and technology teams, ensuring high service standards for wayside equipment.
- Managed minor work projects from inception to completion, focusing on requirements gathering, stakeholder communication, and project tracking using JIRA.
- Leading development of requirements and gap analysis for MPLS SolarWinds dashboard to optimize network performance.
- Directed change management and communication strategies for Proofpoint cybersecurity and MFA implementations, enhancing security posture and ensuring compliance among all network users.
- Facilitated workshops and created presentations to support decision-making, leveraging agile methodologies to promote innovation and process improvement.
- Collaborated with external consultants on various projects, driving adoption of agile methodologies and enhancing project outcomes.
0365 Administrator
Arc Infrastructure
04.2022 - 09.2022
- Managed and deployed Arc Infrastructure desktop hardware and software, troubleshooting daily technical issues efficiently
- Acted as a primary customer contact, ensuring high levels of customer satisfaction
- Delivered professional customer service by resolving Level 2 IT support requests, logging, registering, and tracking the responses
- Kept detailed and updated notes regarding all assigned jobs
- Deployed and managed IT/OT endpoint devices in compliance with Arc Infrastructure SOE
- Collaborated with Level 1 and Level 3 staff to manage incidents and service requests
- Participated actively in the change management process
- Provided additional coverage to the IT Service desk when required
- Handled requisitions and receipting of technology-related goods and services
- Resolved Level 2 hardware and software problems
- Administered and provided training for Office 365 products, managing and monitoring O365 services and hybrid infrastructure
- Maintained system security through proper configuration and access monitoring
- Advocated for the adoption of Office 365 services according to business needs
- Assisted in creating policies for appropriate use of Office 365 services and support
- Participated in designing and maintaining the Standard Operating Environment (SOE)
- Assisted in maintaining the software and licensing register for the service desk
- Managed and maintained the desktop asset fleet using SCSM to provide updated asset registers
- Stayed up-to-date with information systems relevant to the organization
- Visited Arc Infrastructure sites for support and training purposes
- Developed and maintained Technology procedures, processes, and standards
- Adhered to policies and standards for managing IT infrastructure
- Maintained open communication with Arc Infrastructure internal users and kept abreast of evolving technologies
- Provided regular and rostered after-hours support for Technology systems
- Assisted in financial planning and forecasting related to CAPEX and OPEX budgets within the Technology Business Unit
- Demonstrated a clear understanding of the NIST cyber framework and risks mitigated by Arc Infrastructure policies and standards
- Managed security measures for desktop systems within a networked system
- Adhered to ITIL and ITSM principles as defined by Arc Infrastructure's Technology governance framework
- Deep understanding of Microsoft Exchange and its interaction with Active Directory
- Proficient knowledge of Office 365 Teams/Groups/Video/Delve/Power BI
- Experienced in supporting Skype for Business and troubleshooting call quality issues
- Managed directory sync into Azure AD
- Proficient in supporting large volume data sync and sharing using OneDrive
- Advanced skills in managing Office 365 using PowerShell
- Experienced with Azure AD user management for both Office 365 and third-party services
- Proficient in exporting usage and licensing information through Office 365 reporting
- Understand firewall requirements necessary for all Office 365 functions
- Deep understanding of supporting Office desktop applications
- Experienced in supporting Office 365 mobile applications.
IT&T Support
Voyages Ayers Rock Resort
01.2022 - 03.2022
- Onboard new users to internal systems by
providing network credentialing, desktop and
laptop usage. - Maintained accurate records of communications,
remedial actions and installation activities. - Refurbished PC systems and peripherals such as
monitors, networking equipment, printers and
more. - Systems Administrator for all key Applications.
- Assist in hardware and software aspects of Resorts systems.
- Ensuring that reliability and data integrity are
maintained. - Monitoring server builds and infrastructure upgrades,
including all Cisco equipment and core/critical
server hardware. - Provide emergency after-hours “On-Call” support
on rotating basis for any critical problems
encountered. - Oversee IT projects as business requires.
- Processed over 300 support requests weekly for
technical assistance on wide range of issues
related to network and applications.
IT Specialist - Digital Nomad
CCEP Consulting Coordination
12.2018 - 11.2021
- Manage CCEP server and network infrastructure,
including Microsoft 365 tenancy and VOIP
services. - Assist with planning and deployment of ICT
roll-outs, imaging and migrations duties. - Proactively identify and resolve issues relating to
all things ICT within organisation. - Provide high-level desktop; server; network;
application support. - Create and update documentation and deliver
ICT training to end users. - Be escalation point and mentor to first level
desktop support staff. - Manage service calls as first point of contact.
- Resolve customer ICT related enquiries.
- Escalation point and technical troubleshooter
Service Delivery Systems Analyst
Cricket Australia
05.2016 - 04.2018
- Planned and designed system improvements to
meet changing demands. - Trained users and supported variety of problems
with hardware and software. - Domain Controller office 365 cloud.
- Performed Infrastructure administrative duties on
Active Directory. - Integrated Microsoft 365 (on-premises) with Active
Directory Domain Service(AD DS). - Manually force sync Azure AD Connect using
PowerShell. - Point of Contact for CMMS injuries, process and
purchasing. - Oversaw installation of software programs and
hardware systems to meet Cricket Australia's
policies requirements. - Resolved problems, improved operations and
provide exceptional IT Help Desk services. - Developed and maintained courteous and
effective working relationships. - Worked flexible hours; night, weekend, and
holiday shifts during Cricket Australia's
International and ODI's matches. - Managed training and onboarding of new and
existing team members. - Implemented, developed and tested installation
and update of file servers, print servers and
application servers in all departments. - Interface to - HP, Fuji Xerox, Optus Application
and Infrastructure Support Teams. - Administer and manage assets on Enterprise Asset
Management Systems - Sophos. - Manage, install, troubleshoot, VOIP server - Skye
for Business.
Application Support
MTDATA
11.2015 - 02.2016
- Troubleshoot network issues related to TCP, IP and DNS.
- Assist DBA with SQL queries.
- Maintain, analyses, troubleshoot and configure on
active servers. - Windows server 2003/08/12 backup experience.
- Perform advance Active Directory duties.
- Experience with LANs, WLANs and IT networks.
- Developed and prepared test strategies and test plans for system configuration.
- Manage and set up windows and Cisco VPN to
access client-server. - Responsible for QA and testing for APP release,
VOIP system support.
Education
Masters of Cyber Security - Cyber Security
Edith Cowan University
Joondalup, WA 02.2024 - Current
Bachelor of Information Technology -
University of Ballarat
Melbourne VIC 01.2010 - 04.2014
Certification - Mastering Business Analyst BABOK V3
Lumify (DDL)
Perth WA 12.2022 - 01.2023
Certification - Social Media Marketing
RMIT
Melbourne 05.2020 - 06.2021
Skills
Advanced stakeholder engagement and management
Workflow creation and process optimization
Project management and requirements gathering
Change management and cybersecurity implementations
Gap analysis and service delivery framework improvement
SLA development and management
Proficient in JIRA for agile and sprint processes
BABOK certified
Reference
Bryce Dodd -Manager CCEP Australia
+61439766410
Murray Newham - Infrastructure Manager Cricket
Australia
+61396539999
Timeline
Masters of Cyber Security - Cyber Security
Edith Cowan University
02.2024 - Current
Certification - Mastering Business Analyst BABOK V3
Lumify (DDL)
12.2022 - 01.2023
Technical Business Analyst
Arc Infrastructure
09.2022 - Current
0365 Administrator
Arc Infrastructure
04.2022 - 09.2022
IT&T Support
Voyages Ayers Rock Resort
01.2022 - 03.2022
Certification - Social Media Marketing
RMIT
05.2020 - 06.2021
IT Specialist - Digital Nomad
CCEP Consulting Coordination
12.2018 - 11.2021
Service Delivery Systems Analyst
Cricket Australia
05.2016 - 04.2018
Application Support
MTDATA
11.2015 - 02.2016
Bachelor of Information Technology -
University of Ballarat
01.2010 - 04.2014