Melanie Stevens
Sydney
Summary
Highly motivated Service Management expert focused on excellent Customer Experience with a passion to upskill and develop staff to ensure they are productive and motivated. Willingness to keep learning, curious nature. Has a love of all things technical. Passionate about collaboration and partnering with business and vendors to ensure a positive outcome in the specified timeframe.
Overview
22
22
years of professional experience
Work History
Service Management Officer
Universities Admissions Centre (UAC)
09.2022 - Current
- Guide and educate staff on ITIL Service Management best practices
- Collaborate with UAC business and IT to determine SLA's, then configure in Service Desk tool (Jira Service Management - JSM) and monitor accordingly
- Major stakeholder in the Major Incident Management team to ensure all parties are communicated with and root cause analysis and resolution are reported in the specified timeframe
- Collate and analyse performance data on service request targets and service level reports and prepare monthly reports for customers and UAC Exec
- Make recommendations based on the data
- Seek continuous improvements
- Communicate with UAC customers (Universities) to onboard them onto the Service Desk tool and educate them on how to best utilise it.
Service Management Team Leader
Sutherland Shire Council
05.2016 - 09.2022
- Coached and mentored the Service Desk team of 6 over a period of 6 years in the areas of Customer Experience, logging incident and service request tickets, etc
- Overseeing the operations and providing guidance and support to the team
- Determined SLA's for incident and request management, working with the team to adhere to these and communicate with customers
- Configured, managed and continually improved the ITSM tool, Manage Engine - Service Desk Plus as Team Leader of Service Management within Council
- Work within the Jira Software tool for all Agile scrum project work initiated within IM&T
- Smashed through > 20,000 tickets annually from 1600 staff dealing with Level 1 and 2 type incidents and requests
- Created and updated documentation pertaining to Service Management Standard Operating Procedures for the Service Desk and the processes utilised under the ITIL framework, such as Incident and Request Management, Problem Management, Knowledge Management and Change Management
- Showcased weekly and monthly reports for management showcasing objectives that were met
- These reports were created from information based on the ITSM tool and the Unified Comms (phone support) software utilised within the Service Desk
- These reports assisted in identifying areas that increased productivity output and streamlined business processes.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Effectively coordinate and replace the fleet of hardware across Council
- Manage these hardware assets via the Asset Management system within ServiceDesk Plus
- Manage hardware and software contracts relating to IT
IT Business Administrator
Sutherland Shire Council
07.2007 - 05.2016
- Manage and maintain the VMWare Service Manager system for the Information Management and Technology Group
- Project manage the hardware lease returns and new equipment purchases, coordinating the pickup of old equipment and replacement of the new with the Helpdesk
- Manage all hardware and software contracts, both new and existing
- Liaise with internal customers and the relevant IT staff to achieve their business solutions, follow up to make sure the solution is delivered on time and as expected
- Input and maintain all hardware and software assets in the VMWare Service Manager system.
Professional Services Technical Consultant
Compuware Asia-Pacific P/L
11.2001 - 04.2007
- Implement solutions at multiple customers with multiple Compuware Vantage products
- Project manage multiple customer Vantage installations
- Escalate any issues that may arise with the products implementations through proper channels
- Conduct Technical Update Seminars on a customer by customer basis
- Conduct 'classroom' training on Vantage products
- Conduct onsite customer mentoring of Vantage products
- Travel interstate to Compuware customers to install and configure Vantage software
- Conduct customer workshops to fully comprehend the customers requirements to acquire customer's business
- Write comprehensive Service Orders and Statement of Works documents to succeed in gaining the customer's business
- Produce comprehensive reports from customer engagements
- Produce technical documentation to the customer
- Conduct Pre-Sales work when requested
- Attend Vantage training sessions.
Education
ITIL Foundation Certificate -
Axelos
Prince 2 Agile -
Axelos
Jira Service Management Administration Part 1 & 2
GlinTech
Cybersecurity Foundations -
TAFE NSW
12.2021
Skills
- ITIL Service Management
- ITIL Foundations
- AGILE Scrum Methodology
- Microsoft Office
- Jira Service Management
- Manage Engine ServiceDesk Plus - ITSM Tool
- Incident Management
- Request Management
- Change Management
- Active Directory
- Knowledge Management
- Problem Management
- Contract Management
- Microsoft M365 Admin
- Adobe Cloud Administration
- Outstanding Report Writing skills
- Prince 2
- Status Reporting
- Procurement Management
Additional Information
- Deliver on Service Level Agreements, by collaborating between the other Council IM&T business units to set Operational Level Agreements to create an excellent customer experience and deliver on our services.
- Excellent consultative and negotiation skills across all levels of Council staff. Ability to communicate at a customer stakeholder level as well as at the technical level and regularly converse with vendors.
- Ability to prioritise work and quickly adapt to changing priorities at any given time as specified by CIO or Directors. Able to keep calm under stressful situations and therefore instill this in my staff.
- Highly organised, working under minimal supervision, very self motivated to continually improve the service delivery to customers.
- Create and update Knowledge Base articles, Work Instructions and Procedures relating to Service Management team. Conduct "deep dive" analysis reports on the Service Desk operations and implemented improvements in productivity.
- Conducted bi-weekly team meetings setting clear action items.
Hobbies and Interests
- Cycling
- Running
- Walking
- Reformer Pilates
References
References available upon request
Timeline
Service Management Officer
Universities Admissions Centre (UAC)
09.2022 - Current
Service Management Team Leader
Sutherland Shire Council
05.2016 - 09.2022
IT Business Administrator
Sutherland Shire Council
07.2007 - 05.2016
Professional Services Technical Consultant
Compuware Asia-Pacific P/L
11.2001 - 04.2007
ITIL Foundation Certificate -
Axelos
Prince 2 Agile -
Axelos
Jira Service Management Administration Part 1 & 2
GlinTech
Cybersecurity Foundations -
TAFE NSW
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