Nathan Steele

• Exercised critical thinking to resolve rating and billing issues
• Interpreted regulatory rules and rule changes and communicated with others using diagrams, use cases, and scenarios complete with requirements traceability
• Collaborated with 14+ cross-functional teams, including architects, engineers, developers, product managers, lawyers, accountants, and operational staff
• Assisted project and delivery teams with drafting project plans, advising milestone planning, and identifying key dependencies
• Traced data lineage, extracted data, and analysed transformation logic to identify and correct issues in financial reports (revenue, cost, and margin)
• Reviewed design specifications, quality assurance plans and feature demonstrations
• Trained graduate business analysts on stakeholder communication, best practices and Agile methodologies

Current Project

• Building a Malaysian domestic telecom network interconnected with the global network, developing operational support systems and reports, updating operational documentation, and creating country templates to progress Symbio's Asia expansion strategy

• Extracted, transformed and presented data in PowerBI dashboards to effectively communicate SMS product performance
• Identified needed business improvements and determined appropriate systems required to implement solutions.
• Enhanced interfaces to promote better functionality for users.
• Gathered, reviewed and reported wholesale API gap analysis findings

• Gathered business and user requirements and translated them into prioritised actionable work items
• Worked with cross-functional teams to manage product releases
• Managed digital transformation project to deliver integrated customer and account services, reducing provisioning time by 95%
• Coordinated, cleansed and migrated customer data of over 100 wholesale customers from 4 legacy systems into consolidated platform
• Authored short videos promoting new feature releases

• Developed and improved business templates and frameworks
• Acted as a project lead of a $3M compliance project that was delivered on time and on budget
• Conducted statistical analysis of the existing user base to identify customer trends and usage habits
• Developed and delivered training material for projects and business systems
• Cleansed, gathered, and prepared data sets and mapped data flows between data coming from various data sources using Python, MySQL and Excel
• Migrated 20,000 customers from legacy systems

• Researched, analysed, and managed business and systems changes to comply with Privacy Act Reforms
• Adapted to changing requirements and project deadlines
• Implemented practical document management and control systems for ISO:9001 accreditation
• Created a governance framework for Telecommunications Consumer Protection (TCP) code to meet regulatory obligations and provide better information to customers

• Developed policies and procedures based on ITIL
• Analysed and reported operational performance to senior management
• Scoped, compared, and configured company phone system (Avaya IP Office)
• Introduced quality assurance measures, which improved process adherence by 14%
• Implemented improvements within the ticketing system that enabled analysis of incidents and identification of trends
• Created communication templates which reduced ticket handling time by 36% and improved customer satisfaction

• Researched market competitors to develop competitive products
• Collaborated with upper management to drive strategy and implement new processes.
• Designed, and configured operational processes into new workflow processing platform
• Mapped process activities to identify shortfalls and propose options to rectify operational inefficiencies.