Summary
Overview
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Michelle Peatman

Sydney,NSW

Summary

IT professional with 30+ years of industry experience, 20 in management roles, and extensive knowledge and expertise in various technologies and service management practices. Experience with change management to successfully implement business transformations. Ability to align strategies with those of the business through strong customer focus. Specialises in management and leadership techniques to achieve business outcomes. Committed to combining people, processes and technology to exploit business opportunities. Extensive experience in effective team development and performance management to achieve objectives. Consistent application of values of respect, honesty, ethics and integrity. Seasoned Service Desk Manager with background in IT operations and management. Strong emphasis on customer service, team leadership, and process improvement to enhance operational efficiency. Demonstrated skills in problem-solving, strategic planning and communication have consistently driven improvements in previous roles. Possess comprehensive knowledge of ITIL framework application, ensuring smooth service delivery and user satisfaction. Results-driven individual with a solid track record in delivering quality work. Known for excellent communication and teamwork abilities, with a commitment to achieving company goals and delivering exceptional service. Passionate about continuous learning and professional development. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results. Innovative Computer and Information Systems Manager with proven experience in leading IT departments, managing complex projects from conception to implementation. Skilled in optimizing team dynamics, integrating new technologies, and developing strategies that significantly improve productivity. Demonstrated ability to enhance system operations and streamline workflow processes across various platforms, ensuring operational excellence and robust IT infrastructure support. Intelligent it manager with several-year record of leadership experience in areas such as infrastructure development and management, application support and security optimization. Focused on satisfying customer needs through robust, innovative and forward-thinking solutions. Demonstrated success as operational leader, articulate communicator and practiced influencer. Collaborates across functions to outline and achieve project targets. Skilled in building solid business solutions based on methodologies and engineering principles. Complex problem-solver skilled in developing proposals, integrating technologies and managing projects.

Overview

33
33
years of professional experience
1
1
Certification

Work History

Disability and Aged Care Support

Self employed
Sydney, NSW
06.2023 - 01.2024
  • Work with disabled and aged clients, supporting them in meeting their goals.
  • Identified needs of customers promptly and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Completed day-to-day duties accurately and efficiently.

Service Desk Manager

Fusion Technology Solutions
Sydney, NSW
12.2022 - 06.2023
  • Manage the support function of the managed service provider, which consists of 1st- and 2nd-level support staff
  • Reduced call abandonment from 24% in February to 9% in May
  • Reduced the average age of open tickets from 104 days to 60 days
  • Implemented ITIL Service Desk processes, resulting in consistency in service delivery and improved productivity
  • Developed and implemented an escalation process to ensure appropriate escalation is undertaken
  • Introduced performance management and recruitment processes
  • Implementation of Gallup Q12 improving employee engagement
  • Developed a suite of metrics for data-driven decision-making
  • Reviewed inventory levels and ordered supplies to keep products in stock.
  • Created written estimates and obtained customer consent to proceed.
  • Coordinated with third-party suppliers when necessary in order to provide an optimal level of customer service.
  • Pitched in to complete various duties during peak periods or employee absences.
  • Collaborated with customers to offer solutions to service needs.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Represented the service department in executive meetings, providing reports and insights on performance and initiatives.
  • Identified trends in customer queries which allowed us to proactively address potential problems before they arose.
  • Ensured all incidents were resolved within the agreed SLA timeframes.
  • Addressed customer questions and concerns regarding products and services.
  • Served as a liaison between customers and other teams within the organization in order to facilitate communication about IT related matters.
  • Maintained inventory of parts and supplies, ensuring availability for service tasks.
  • Established and enforced safety protocols to ensure a safe working environment for all employees.
  • Controlled operational IT budget and expenditures within department parameters.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Maintained up-to-date knowledge of current IT technologies, products, and services.
  • Procured IT resources for strategic and operational computing requirements.
  • Developed project metrics to follow system build-out progress.
  • Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
  • Reviewed and approved project plans prior to implementation.
  • Worked closely with vendors to ensure timely delivery of hardware and software solutions.
  • Created centralized management capability by integrating warehouse management software applications.
  • Analyzed competitive offerings to ensure the service department remained competitive.
  • Evaluated organization's technology to recommend upgrades for hardware and software.
  • Met with users, vendors and technicians to determine computing requirements.
  • Coordinated with sales and marketing teams to develop service offers and promotions.
  • Provided company users with tech support for IT problems and account maintenance.
  • Updated and maintained service records and documentation for compliance and quality assurance.
  • Coordinated with the warranty department to process claims and provide customer support.
  • Prepared and managed the service department budget, optimizing expenses to increase profitability.
  • Motivated and supported employees to maintain low turnover.
  • Implemented best practices for incident resolution across the organization.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Provided technical support to customers via phone, email or chat.
  • Utilized technology to streamline service operations and improve customer experience.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Analyzed customer feedback surveys to identify areas where improvements could be made.
  • Assigned and reviewed work of IT project managers, systems analysts and developers.
  • Facilitated communication between the service department and other company divisions.
  • Managed backup, user account and helpdesk systems.
  • Assessed data processing proposals and requirements to determine project feasibility.
  • Developed data security and disaster recovery procedures.
  • Maintained knowledge of advances in information technology systems and applications.
  • Guided department employees on changes from management.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Operated equipment and machinery according to safety guidelines.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.

Senior Business Analyst (Contract)

University of Sydney
Sydney, NSW
11.2021 - 11.2022
  • Engaged in an Agile framework with the Student Experience Program, working on the Student Portal, Curriculum Management, Digital Handbook and Progressions projects to improve the relationships between the University and our students throughout their journey
  • Conducted detailed business analysis, outlining problems, opportunities, and solutions for a business.
  • Analyzed existing systems and processes, identified gaps and recommended improvements.
  • Created, analyzed, and validated detailed functional specifications.
  • Collaborated with IT teams on the development of applications based on business requirements.
  • Managed requirements traceability information and tracked requirements status throughout the project.
  • Developed business process models to identify and document customer requirements.
  • Assisted in developing strategies for improving customer service operations efficiency.
  • Defined business requirements and reported them back to stakeholders.
  • Conducted stakeholder interviews to understand user needs and preferences.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Updated and maintained databases with current information.
  • Worked with cross-functional teams to achieve goals.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Senior Business Analyst (Contract)

Expiris Pty Ltd
Werrington, NSW
10.2020 - 06.2021
  • Working with the Student Management System Programme at Western Sydney University, carrying out various activities to implement a new student management ecosystem
  • Primarily focusing on project delivery, using IT management experience to work with the BAU teams, and ensuring successful and effective change and transition activities
  • Managing artefact development and workflows with JIRA and ServiceNow
  • Created and designed business intelligence databases, spreadsheets or outputs.
  • Worked closely with clients, technicians, and managerial staff to provide operational support and project updates.
  • Designed use case scenarios to demonstrate how users interact with the system or application.
  • Conducted gap analysis between current state processes and desired future state processes.
  • Created or reviewed technical design documentation to drive accuracy of reporting solutions.
  • Developed and implemented data analyses, data collection systems, and other strategies that optimized statistical efficiency and quality.
  • Created data flows to illustrate the flow of information between various stakeholders.
  • Conducted detailed business analysis, outlining problems, opportunities, and solutions for a business.
  • Analyzed existing systems and processes, identified gaps and recommended improvements.
  • Managed and led meetings and workshops with multiple departments to solidify requirements.
  • Mapped and documented interfaces between legacy and new systems.
  • Collaborated with IT teams on the development of applications based on business requirements.
  • Developed business process models to identify and document customer requirements.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

IT Service Desk Manager (Contract)

Western Sydney University
Richmond, NSW
07.2019 - 05.2020
  • Leadership of a team of 30+ full-time and casual staff
  • Proactive management, including coaching, mentoring and training
  • Monitor and manage the performance of the team to ensure continuous improvement
  • Oversight of level 1 to level 1.5 technical and functional support to 48,000 students and 3,500 staff
  • Stakeholder management of internal ITDS staff, university academic and professional staff, students and researchers
  • Member of the IT Change Advisory Board
  • Increased employee engagement, resulting in a 328% increase in capacity to meet the demands for support due to COVID-19 with staff and students working from home and a 50% reduction in absenteeism
  • Managed a team of 30+ staff working remotely, simultaneously transitioning to working from home without customer impact
  • Used ServiceNow to supervise support provision, developing a range of reports to enable workload analysis to inform team management
  • Restructured the team to maximise performance while working from home, using and developing senior team members' skill sets
  • Improved relationships with stakeholders, resulting in enhanced interactions with other areas of the ITDS directorate and other business units, including streamlined escalation processes
  • Developed and implemented a training needs assessment to provide opportunities for staff to develop their competencies and, therefore, the effectiveness of the unit
  • Contributed to the business case and oversaw the implementation of a new rostering system for over 100 staff, providing significant improvements to schedule management
  • Created reports on service desk activities for senior management review.
  • Maintained knowledge of advances in information technology systems and applications.
  • Organized training sessions for new team members to ensure they had the necessary skills to perform their duties effectively.
  • Developed and implemented service protocols to enhance operational efficiency.
  • Coordinated staff schedules to ensure adequate coverage during peak hours.
  • Served as a liaison between customers and other teams within the organization in order to facilitate communication about IT related matters.
  • Hired and trained service department staff to drive performance.
  • Maintained up-to-date knowledge of current IT technologies, products, and services.
  • Responded promptly to escalations from customers regarding unresolved issues.
  • Forecasted department goals and objectives and enforced deadlines for quality service and speedy task completion.
  • Created employee work schedules to keep shifts properly staffed.
  • Established key performance indicators (KPIs) for the service team to measure success and productivity.
  • Managed service desk operations, including handling customer inquiries and complaints.
  • Assisted in the recruitment process by interviewing potential candidates for service desk positions.
  • Procured IT resources for strategic and operational computing requirements.
  • Established KPIs to measure team performance against set objectives.
  • Collaborated with other departments in order to resolve customer issues quickly and efficiently.
  • Developed data security and disaster recovery procedures.
  • Conducted regular reviews of service desk procedures and policies to ensure compliance with industry standards.
  • Communicated relevance of organizational goals, policies and procedures to IT department staff.
  • Adhered to customer service standards to foster satisfaction and retention.
  • Led the recruitment and hiring process for new service department staff.
  • Facilitated communication between the service department and other company divisions.
  • Utilized technology to streamline service operations and improve customer experience.
  • Conducted regular training sessions for staff on new technologies and customer service best practices.
  • Analyzed workflows and established priorities for daily operations.
  • Monitored and analyzed service metrics to identify trends and areas for improvement.
  • Prioritized and delegated daily work tasks to meet anticipated project goals.
  • Recruited, trained and supervised IT department staff.
  • Motivated and supported employees to maintain low turnover.
  • Oversaw daily operations of the service department, including scheduling and workflow management.
  • Managed team of technicians to ensure high-quality service delivery and customer satisfaction.
  • Guided department employees on changes from management.
  • Participated in weekly meetings with internal stakeholders in order to discuss any outstanding service requests or issues.
  • Monitored employee performance through key metrics analysis.
  • Monitored performance of service desk staff and provided coaching as needed.
  • Handled customer complaints and resolved issues promptly to maintain positive relationships.
  • Identified needs of customers promptly and efficiently.

Change Manager (Contract)

Wentworth Community Housing
Penrith, NSW
03.2018 - 12.2018
  • Working with a variety of projects within a technology transformation programme to ensure smooth execution, including the implementation of a housing management system
  • Developed a change management plan using the ADKAR methodology
  • Developed training collateral and delivered training to over 90 staff in various aspects of the technology solution and business processes
  • Presented to organisation-wide, departmental and team meetings to drive the adoption of solutions
  • Provided one-on-one support where remedial action was required to overcome hurdles in adopting the solution
  • Provided technical support in configuring business applications and developing dynamic reports, using SQL queries to generate data sources
  • Proposed or approved modifications to project plans.
  • Analyzed data from surveys and focus groups to understand employees' attitudes towards changes being made in the organization.
  • Encouraged collaboration across different teams in order to foster a culture of innovation throughout the organization.
  • Assessed employee readiness for change by administering surveys and focus groups.
  • Built cohesive messaging and executed plans with consistent voice, processes and tools to achieve targets.
  • Identified potential risks associated with implementing changes and developed mitigation strategies.
  • Facilitated workshops with teams to discuss new processes, procedures, and systems related to the change initiative.
  • Developed and implemented an organizational change management strategy for the organization.
  • Built relationships with internal departments such as HR, IT, and Operations in order to ensure proper alignment between business objectives and technology solutions.
  • Monitored progress of the change initiative through regular meetings and check-ins with stakeholders.
  • Developed metrics to measure effectiveness of organizational changes.
  • Conducted stakeholder analysis to identify key influencers, assess their impact on the change process, and develop tailored strategies for each group.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Developed change management plans minimizing employee resistance and accelerating adoption.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Created training programs to support organizational changes involving employees' day-to-day operations.
  • Actively sought feedback from stakeholders about their experience with organizational changes so that improvements could be made going forward.
  • Crafted successful messages to support large-scale, enterprise-wide changes.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Created communication plans to ensure stakeholders were informed of changes throughout the process.
  • Worked closely with external vendors and consultants when necessary in order to provide additional expertise or resources needed for successful execution of projects.
  • Provided coaching and training sessions on how to effectively manage change within the organization.
  • Collaborated with senior leadership to develop a vision and plan for successful implementation of changes.
  • Identified needs of customers promptly and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Completed day-to-day duties accurately and efficiently.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Worked effectively in team environments to make the workplace more productive.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.

Manager, Electronic Medical Records

Sydney Children's Hospital Network
Sydney, NSW
01.2017 - 08.2017
  • Working with organisations to develop high-performing teams:
  • Strategic and operational planning
  • Change management
  • Business process development
  • Leadership/management/employee coaching
  • Culture development
  • Employee engagement
  • Learning and development
  • Performance management
  • Engaged with Sydney Children's Hospital Network February 2017-August 2017
  • I worked within the Electronic Medical Records Unit as an acting manager, acting applications manager, and acting systems manager
  • Responsible for 34 positions
  • Working with senior management and the eMR team to improve productivity, develop consistent quality and strengthen relationships with the PMO
  • Developed and implemented strategic and operational plans
  • Implemented priority matrix
  • Worked with PMO and eMR staff to implement and refine the use of JIRA for project management and BAU support
  • Developed presentations for executive level audiences that effectively communicate complex concepts.
  • Drafted policies and procedures that promote adherence to standards across all departments.
  • Presented project results to internal teams and external clients in a clear, concise manner.
  • Trained personnel on new procedures related to projects undertaken.
  • Facilitated workshops with stakeholders from various departments or divisions.
  • Mitigated risks by leading and auditing international subsidiaries and operational processes.
  • Negotiated contracts with vendors and suppliers to reduce costs.
  • Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
  • Reviewed diverse organizational problems to assess concerns with workflows, communication, and cost controls.
  • Devised new and improved records management programs to organize and protect data.
  • Generated thorough and useful reports for use in business decision-making.
  • Collected, tracked and evaluated current business and market trend data.
  • Conducted interviews with key stakeholders to understand business needs and objectives.
  • Advised executives on strategic decisions related to mergers and acquisitions or market expansion efforts.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Provided leadership during times of organizational change or crisis situations.
  • Oversaw marketing initiatives, increasing brand awareness and sales.
  • Proposed or approved modifications to project plans.
  • Negotiated contracts and agreements with vendors and suppliers to reduce costs.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Managed annual budgeting and forecasting, optimizing resource allocation.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Assigned work and monitored performance of project personnel.
  • Ensured compliance with regulatory requirements and industry standards.
  • Led a team of XX employees, ensuring high productivity and excellent customer service.
  • Negotiated contracts with vendors to secure favorable terms and pricing.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Implemented quality control measures to uphold company standards.
  • Analyzed market trends and competitor activity to inform business strategy.
  • Enhanced team morale and retention through recognition programs and career development opportunities.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Ensured compliance with industry regulations and company policies.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Streamlined communication channels, improving information flow and decision-making speed.
  • Created and managed budgets for travel, training, and team-building activities.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Developed and implemented strategic plans to achieve company objectives.
  • Analyzed customer feedback data to develop action plans for improving services offered.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Ensured compliance with all applicable laws, regulations, industry standards.
  • Managed inventory levels to meet demand without overstocking, reducing waste.
  • Enhanced customer satisfaction through the development of a customer service excellence program.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Operated a variety of machinery and tools safely and efficiently.
  • Managed household errands and other essential duties.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Identified needs of customers promptly and efficiently.
  • Recognized by management for providing exceptional customer service.
  • Operated equipment and machinery according to safety guidelines.

Manager, Operational Applications (Permanent)

Uniting
Sydney, NSW
04.2012 - 09.2016
  • Develop and run the BAU application function
  • Stakeholder management
  • People management, resource planning and allocation
  • Leadership and culture
  • Architectural alignment
  • BAU vendor management
  • As a result of the following achievements, I increased stakeholder confidence in ITSC by using effective communication to understand their requirements, providing information regarding the systems and solutions in a way that was tailored to their needs, and working with them to improve the IT services they received
  • Improved staff engagement with results from the Gallup Q12 program, improving from 2.84/5 in 2011 to 4.20/5 in 2013, realising significantly improved team performance
  • Improved productivity in the team, with call closure rates rising from 236 in May 2012 to 911 in September 2014 without increasing head count
  • In 2014, due to the impact of a significant restructuring, employee engagement was anticipated to drop significantly
  • The overall IT Service Centre score dropped from 4.18 to 3.37
  • The engagement for the Operational Applications team only dropped from 4.2 to 4.08
  • Managed upgrades, ensuring a smooth transition into production, including end-user support and training
  • Maintained all staff during an extended period of restructuring, which caused considerable disruptions and resulted in staff departures elsewhere in the directorate
  • Developed and implemented a team charter, strategic plans and operational plans to give structure and direction to the team, resulting in productivity improvements
  • Implemented cross-skilling across the team to manage workload and provide for business continuity
  • Reduced reliance on vendors from approximately 50% to less than 5%, resulting in improved customer responsiveness, cost reduction, and job satisfaction
  • Introduced proactive support through monitoring, capacity management, performance tuning and development of staff skills
  • Improved ability to meet service level targets for Tier 1 applications from 84% in September 2012 to 97% in January 2015
  • Implemented an application tier structure for managing over 70 applications to align support provision with business priorities
  • Developed a service catalogue to manage stakeholder expectations
  • Developed internal SLAs for Tier 1 applications to drive performance, including monthly SLM reporting to business stakeholders and the ITSC leadership team
  • Improved ability to meet service level targets across all applications from 76% in September 2012 to 95% in January 2015
  • Increased business knowledge within the team to better align services
  • Matured processes based on the ITIL framework from Initial to Defined
  • Identified areas of improvement in existing systems and developed solutions accordingly.
  • Collaborated with developers to ensure that applications are properly tested before deployment.
  • Developed processes for monitoring the performance of applications over time in order to identify any potential issues.
  • Provided company users with tech support for IT problems and account maintenance.
  • Worked closely with vendors in order to resolve any licensing or compatibility issues related to third-party software.
  • Responded promptly to user inquiries regarding application errors or malfunctions.
  • Recruited, trained and supervised IT department staff.
  • Communicated relevance of organizational goals, policies and procedures to IT department staff.
  • Reviewed program plans to develop and coordinate activities.
  • Analyzed workflows and established priorities for daily operations.
  • Identified areas of improvement in existing applications and recommended changes to management.
  • Provided guidance and assistance to team members when needed during application related tasks or projects.
  • Developed and implemented IT policies and procedures for application support.
  • Reviewed proposed changes from developers prior to implementation in production environment.
  • Generated reports detailing performance metrics such as uptime, response times for senior management review.
  • Analyzed customer feedback regarding existing applications and developed plans for improvements.
  • Examined metrics and prepared IT project progress reports.
  • Maintained knowledge of advances in information technology systems and applications.
  • Met with stakeholders to collaborate and resolve problems.
  • Reviewed and approved project plans prior to implementation.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Recognized by management for providing exceptional customer service.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Prioritized and organized tasks to efficiently accomplish service goals.

Business Analyst

University of Western Sydney
Kingswood, NSW
03.2011 - 04.2012
  • Configuration of the curriculum approval and publication system (CAPS)
  • Troubleshooting and support for curriculum approval and publication system (CAPS)
  • Data analysis
  • System analysis and configuration
  • Analyse documentation, including business requirements specification and logical design
  • Maintain and develop test plans
  • Conduct regression testing of interim releases and upgrades
  • Development and delivery of training
  • Analyzed existing systems and processes to identify areas of improvement.
  • Developed and implemented data analyses, data collection systems, and other strategies that optimized statistical efficiency and quality.
  • Assisted in developing training materials for internal staff on new products or services.
  • Conducted insightful, ad hoc analyses to investigate ongoing or one-time operational issues.
  • Created or reviewed technical design documentation to drive accuracy of reporting solutions.
  • Conducted detailed business analysis, outlining problems, opportunities, and solutions for a business.
  • Identified needs of customers promptly and efficiently.
  • Provided technical support during user acceptance testing cycles.
  • Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality.
  • Created informative, actionable, and repeatable reporting that highlighted relevant business trends and opportunities for improvement.
  • Created and designed business intelligence databases, spreadsheets or outputs.
  • Evaluated business processes for improvement opportunities through automation or streamlining.
  • Suggested changes to senior management using analytics to support recommendations and actively participated in the implementation of approved changes.
  • Identified gaps between current state and desired future state operations.
  • Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Completed day-to-day duties accurately and efficiently.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked effectively in team environments to make the workplace more productive.
  • Updated and maintained databases with current information.

Information Services Manager

Catholic Healthcare
Windsor, NSW
10.1999 - 05.2010
  • Manage the organisation's information technology function, including service desk, desktop support, system administration, database management, networking, infrastructure, software development, and security
  • Management of Information Services staff including performance management, day-to-day supervision, recruitment, staff development and defining roles and accountabilities for up to 20 staff
  • Ensuring appropriate departmental structures exist to provide for current and future service provision in an environment of high growth
  • Develop and implement IT strategic plans and business plans
  • Development of business cases, including system acquisitions and upgrades and staff restructures
  • Providing cost/benefit analysis of various options, including capital and operational costs
  • Project management, including planning project implementation and associated documentation, change management, resource management and key stakeholder communication
  • Development, documentation and application of strategies for improving the quality of projects including post-project reviews to ensure continuous improvement in planning and execution of projects
  • Managed relocating the Information Services department from Windsor to Meadowbank locations without service downtime
  • Retained all staff despite the disruption to the team, including significantly increased travel time
  • Implemented ITIL best practice framework (incident management, problem management, change management, release management, including post-project reviews, service desk), resulting in: a reduction of change-related incidents, more effective handling of problems resulting in decreased response times, increased system availability and improved communication, a reduction of outstanding support requests from over 500 to under 100, reduced turn-around time for support requests from 60% to 90% within SLT, improved 1st level resolutions from 44% to 60%, increased responsiveness of the Service Desk with average phone queues reduced from 10 to 2 minutes, increased customer satisfaction
  • Developed a staffing structure from 2 generalist staff to a multidisciplinary team of 19 staff to manage service provision during organisational growth and acquisition
  • Implemented a three-tiered, cost-effective support structure
  • Established and developed a centralised helpdesk service
  • Improved and maintained positive staff morale, resulting in job satisfaction, minimal turnover and high productivity
  • Designed and conducted monthly professional development workshops for managers
  • Applied performance management techniques to resolve issues and ensure staff competently fulfilled their roles
  • Globally managed several satellite IT locations, maintaining secure and operational corporate infrastructure.
  • Provided technical assistance during disaster recovery efforts in case of any disruptions or outages.
  • Developed data security and disaster recovery procedures.
  • Developed training plans for staff on new technologies or changes in existing systems.
  • Developed project metrics to follow system build-out progress.
  • Reviewed and approved project plans prior to implementation.
  • Assisted in developing strategies for future growth of the information services department.
  • Documented processes related to system configurations, network structures, software installations.
  • Ensured compliance with data protection regulations by implementing appropriate security measures.
  • Communicated relevance of organizational goals, policies and procedures to IT department staff.
  • Maintained knowledge of advances in information technology systems and applications.
  • Met with users, vendors and technicians to determine computing requirements.
  • Assigned and reviewed work of IT project managers, systems analysts and developers.
  • Met with stakeholders to collaborate and resolve problems.
  • Developed, implemented and managed information services policies and procedures.
  • Identified opportunities for improvement within the organization's IT infrastructure.
  • Managed the installation of new software applications as requested by users.
  • Reviewed program plans to develop and coordinate activities.
  • Monitored system performance and provided regular reports to senior management.
  • Controlled operational IT budget and expenditures within department parameters.
  • Prepared detailed cost analysis reports on different options available while procuring new hardware and software components.
  • Examined metrics and prepared IT project progress reports.
  • Participated in meetings with stakeholders from other departments regarding projects related to IT infrastructure.
  • Evaluated vendor products and services to determine best fit for organizational needs.
  • Evaluated organization's technology to recommend upgrades for hardware and software.
  • Designed, developed and deployed web based applications using various programming languages.
  • Recruited, trained and supervised IT department staff.
  • Managed installation, configuration and maintenance of hardware and software applications.
  • Conducted research into emerging technologies in the field of information services.
  • Performed troubleshooting activities to diagnose and resolve complex technical problems.
  • Coordinated with vendors for timely delivery of equipment and products as per organizational requirements.
  • Procured IT resources for strategic and operational computing requirements.
  • Analyzed workflows and established priorities for daily operations.
  • Created and maintained operational systems to ensure efficient functioning of the department.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Maintained updated knowledge through continuing education and advanced training.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Recognized by management for providing exceptional customer service.
  • Identified needs of customers promptly and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Worked effectively in team environments to make the workplace more productive.

IT Officer

University of Western Sydney Hawkesbury
Richmond, NSW
11.1990 - 10.1999
  • Recommended hardware and software acquisitions to help users assess needs and justify equipment and services.
  • Evaluated emerging technologies for potential application within organization's environment.
  • Provided company users with tech support for IT problems and account maintenance.
  • Developed software applications to meet organizational needs.
  • Installed and maintained computer systems, networks, printers and scanners.
  • Conducted research on current industry trends related to information technology management.
  • Performed regular maintenance tasks such as defragmenting hard drives and running virus scans.
  • Monitored system performance to ensure proper operation of the network and security protocols.
  • Configured routers, switches, firewalls, VPNs and other network devices according to organizational standards.
  • Developed scripts using PowerShell or other scripting languages for automation purposes.
  • Analyzed workflows and established priorities for daily operations.
  • Developed training materials for end-users on various aspects of using information technology resources.
  • Created user accounts, set passwords and provided access rights to users.
  • Maintained knowledge of advances in information technology systems and applications.
  • Provided technical assistance to users with hardware and software issues.
  • Performed troubleshooting on all hardware, software, networking components and peripherals.
  • Identified and acted on opportunities to improve and update software and systems.
  • Worked with cross-functional teams to achieve goals.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Conducted testing of software and systems to ensure quality and reliability.
  • Updated and maintained databases with current information.
  • Recognized by management for providing exceptional customer service.
  • Worked effectively in team environments to make the workplace more productive.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Completed routine maintenance and repair.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
  • Identified needs of customers promptly and efficiently.
  • Utilized various software and tools to streamline processes and optimize performance.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Education

Master of Information Technology Leadership - Biosensors for Monitoring Psychological Health in Space

Deakin University
Geelong, VIC
02-2023

Master of Business Administration - Human Resource Management - Employee Engagement

Australian Institute of Business
Adelaide, SA
01.2020

Diploma of Project Management -

Line Management Institute of Technology
06-2013

Certificate of Training And Assessment -

HBA Learning Centres
Sydney, NSW
01-2011

Diploma of Business Management -

TAFE NSW
Sydney, NSW
12-2008

Bachelor of Computing - Computer Science And Software Development

Deakin University
Geelong, VIC
10-2002

Skills

  • Leadership
  • Strategic and operational planning
  • Team development
  • Business process development
  • Service delivery management
  • Performance management
  • Change management
  • Project management
  • Problem-solving
  • Research and analytical skills
  • Organisational skills
  • Agility
  • Customer service focus
  • Creative thinking
  • Excellent written and oral communication skills
  • Conflict management
  • Active listening
  • Empathy
  • Prioritisation
  • Time management
  • Delegation
  • Coaching
  • Mentoring
  • Patience
  • Persistence
  • Communication
  • Collaboration
  • Self-Management
  • Critical Thinking
  • Information Technology - Technical Specialisation
  • Information Technology - Technical Proficiency
  • Professional Ethics
  • Cultural Engagement
  • Digital Literacy
  • Office 365
  • ServiceNow
  • JIRA Service Management
  • Confluence
  • SQL
  • Scripting languages

Certification

  • First Aid, 2023, Australia Wide First Aid
  • Change Management Certification, 2019, PROSCI
  • ITIL Version 3 Foundation, 2008, EXIN
  • ITIL Version 2 Foundation, 2006, EXIN

Volunteer Experience

Fundraising

  • Ks for Kids
  • The Mother's Day Classic
  • Australia's Biggest Morning Tea
  • Dry July
  • One Foot Forward
  • Administrator of a social group helping young at heart people connect in the community
  • Facilitator of a weight loss support group

Publications

  • Making Ethics Profitable, https://www.aib.edu.au/blog/news/making-ethics-profitable/
  • What Working From Home Taught Us About Employee Engagement, https://www.aib.edu.au/blog/aib-review/working-from-home-taught-us-about-employee-engagement/

Affiliations

Deakin University

November 2021 - April 2022

  • Communication – Expert
  • Collaboration – Expert
  • Problem Solving – Expert
  • Self-Management – Expert
  • Critical Thinking – Expert
  • Information Technology – Technical Specialisation – Expert
  • Information Technology – Technical Proficiency – Expert
  • Professional Ethics – Expert
  • Cultural Engagement – Expert
  • Digital Literacy – Expert

Timeline

Disability and Aged Care Support

Self employed
06.2023 - 01.2024

Service Desk Manager

Fusion Technology Solutions
12.2022 - 06.2023

Senior Business Analyst (Contract)

University of Sydney
11.2021 - 11.2022

Senior Business Analyst (Contract)

Expiris Pty Ltd
10.2020 - 06.2021

IT Service Desk Manager (Contract)

Western Sydney University
07.2019 - 05.2020

Change Manager (Contract)

Wentworth Community Housing
03.2018 - 12.2018

Manager, Electronic Medical Records

Sydney Children's Hospital Network
01.2017 - 08.2017

Manager, Operational Applications (Permanent)

Uniting
04.2012 - 09.2016

Business Analyst

University of Western Sydney
03.2011 - 04.2012

Information Services Manager

Catholic Healthcare
10.1999 - 05.2010

IT Officer

University of Western Sydney Hawkesbury
11.1990 - 10.1999

Master of Information Technology Leadership - Biosensors for Monitoring Psychological Health in Space

Deakin University

Master of Business Administration - Human Resource Management - Employee Engagement

Australian Institute of Business

Diploma of Project Management -

Line Management Institute of Technology

Certificate of Training And Assessment -

HBA Learning Centres

Diploma of Business Management -

TAFE NSW

Bachelor of Computing - Computer Science And Software Development

Deakin University

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Michelle Peatman