Mini Diyagama
Brisbane,QLD
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organisational growth.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Business Analyst
Michael Hill Jewellers
04.2023 - Current
- Led the development and implementation of an in-house AI chatbot to reduce service desk ticket volume, achieving a usage increase from 65% to 79% within one quarter through targeted adoption strategies and stakeholder engagement.
- Certified Scrum Master overseeing two development teams:Dev Squad: Supported C#-based development of internal front-end applications for staff.
Power Platform Team: Delivered BAU activities and multiple high-impact projects using Power Apps, Power Automate, Power Pages and Power BI across departments including HR, Supply Chain, Retail, and IT Operations.
- Delivered key projects, including:Roster Variation App: Reduced manual workload for the People Experience team.
Quotes App: Enabled instant customer estimates for the Retail team, improving the quoting process.
Store Visit App: Digitised store visits for head office staff, enhancing data capture and reporting efficiency.
Additional apps such as Repairs, Stocktake and IT Operations Apps to optimise business processes. - Maintained high application usage and availability through proactive monitoring and alert configurations using SEQ to ensure system uptime.
- Provided business support through issue investigation, root cause analysis and solution recommendations.
- Conducted daily data health checks across pipelines, Power BI, Octopus Deploy and Fabric to ensure system integrity and operational stability.
Business Analyst
EventsAir
09.2021 - 03.2023
- Collaborated with developers to test and provide feedback on custom software developments, ensuring functionality, usability and adherence to requirements.
- Developed over 100+ user documentation guides tailored for diverse clients across Australia, New Zealand, Europe, North America and Asia.
- Delivered project completion demos and presentations to stakeholders, improving public speaking, presentation and communication skills.
- Acquired technical skills in Postman for API testing, Swagger for API documentation, SQL, Python and foundational knowledge of HTML and CSS.
- Conducted thorough quality assurance processes, including test planning, execution and defect tracking, to ensure high-quality product releases.
- Interacted with both internal and external stakeholders to gather feedback, communicate requirements and ensure client satisfaction.
Education
Bachelor of Information Technology - Information Systems
Queensland University of Technology
Brisbane, QLD07-2022
Skills
- Business process improvement
- Agile methodologies
- User acceptance testing
- Workflow optimisation
- Business process mapping
- IIBA methodologies
- Release planning
- Scrum Framework
Certification
- ScrumMaster Certification (CSM) - Scrum Alliance
- Entry Certificate in Business Analysis from IIBA
Customer at the Center Award
Recognition of outstanding performance in driving a cross-functional initiative that has led to great internal customer service outcomes.
Timeline
Business Analyst
Michael Hill Jewellers
04.2023 - Current
Business Analyst
EventsAir
09.2021 - 03.2023
- ScrumMaster Certification (CSM) - Scrum Alliance
- Entry Certificate in Business Analysis from IIBA
Bachelor of Information Technology - Information Systems
Queensland University of Technology
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