Sonya Fryer

In my current role I contribute as part of a team to provide efficient and effective delivery of CSB's business through operational system support, identification of issues and outages, monitoring the program of works and providing prioritisation and implementation of new systems and proposed changes and fixes to production systems. I further assist with identification, justification, documentation, and implementation of business improvement strategies and change initiatives for digital enhancements. I deliver operational support, maintenance, and diagnostic analysis for many CSB customer and staff utilised Systems, Online services, and Apps.

I have a high level of technical, specialist, procedural and operational knowledge of TMR internal transactional systems (TICA/TRAILS) and integrated systems, services and processing procedures to provide expert advice in registration, licensing, industry, offence management, direct debit, online services, online courses and associated interfaces and QLD Learner QLD Rego Check and Digital Licence Apps.

• I exuded professional expertise and resourcefulness to liaise and communicate effectively with Stakeholders, customers, colleagues, management and other CSB business units.
• I provide high quality and timely advise to my management regarding system issues, proposed changes, and outage management.
• I respond to and triage escalated queries and concerns regarding technical issues and outages and offer problem analysis and resolution, options and recommendations and further escalation when required.
• I use my problem-solving skills to proactively investigate, research and analyse systems and services to identify current and future trends or concerns and provide data, advice, suggestions and recommendations to relevant parties for resolutions, work arounds and long term solutions.
• I contribute to RNLS program and work and provide advice to BAI and DCI working groups in maintenance and enhancement (M&E) and digital channel improvements (DCI) meetings.
• I Champion and lead continuous and business improvement processes especially for PrepL, HPT, Direct Debit and all online services.
• Provide support and assistance in undertaking project tasks and have led various improvement processes
• Provide high quality expert technical advice, knowledge, procedural and operational options and recommendations relating to all transport products, online services, applications and systems.
• I effectively communicate and liaise with Stakeholders, business representatives, external providers and information technology branch to prioritise and resolve issues and implement changes.
• Have a good working relationship with external stakeholders NTT (QLD Logbook and QLD Rego Check), Compono (PrepL, PrepL Supervisor, HPT and PDSF) and Qld Police Service.
• Provide advice, documentation and maintenance of profiles and auditing system membership
• Gather data from different channels, regarding issues, questions and complaints together with Microsoft products, SharePoint, Google Analytics and dashboard products to collate the data and identify trends and problem areas, troubleshoot concerns, ascertain causes and resolutions
• Provide business risk and product endorsement to various RNLS and DCI Jira Issues.
• I work with project teams implementing new functionality, services or contracts to ensure support models are feasible and sufficiently documented to streamline handover to business-as-usual support by the team.

In the past two years, I have Acted in the role of Principal Advisor on several occasions, which included having oversight of system support and administration for the large and complex business systems within the Customer Services Branch. This further involved managing the team responsible for CSB Systems, providing expert guidance on system management, outage notifications, and proposed changes to Management and Stakeholders across the Department.

Additionally, I assisted when required with the team's workload, provided guidance, and addressed inquiries to ensure effective support for staff in maintaining and administering CSB’s service delivery systems. I successfully handled numerous concurrent issues by offering expert advice, taking timely actions, prioritising tasks, escalating critical matters, and facilitating communication, discussions, and meetings for timely resolutions. Additionally, I collaborated closely with the User Acceptance Testing (UAT) team leader to ensure their program of work would meet operational timeframes and business specifications, while promptly addressing any arising issues or concerns. This role required the ability to navigate complex challenges while maintaining an efficient team environment to uphold operational support for CSB systems.

During my relief period in January, I learnt to prioritise effectively, when I had to deal with several challenges simultaneously. These included managing the activation of Disaster Relief, addressing issues related to Under 20 customers on Open licences, resolving HPT and PDSF outage issues, coordinating pre-arranged communications regarding direct debit customers and dishonoured cheques, while needing to gather necessary data for previous reported issues around duplicate notices and double demerit points. Additionally, I found myself deeply involved in numerous meetings and discussions during this demanding period. Despite the demanding tasks, I successfully managed this workload and staff commitments.

• Assumed the role of Principal Advisor multiple times in the past two years
• Managed the CSB Systems team, facilitating workload and providing guidance
• Addressed inquiries to ensure effective support for staff in maintaining service delivery systems within the Customer Services Branch
• Handled concurrent issues adeptly by offering expert advice, taking timely actions, and prioritizing tasks
• Escalated critical matters and facilitated communication, discussions, and meetings for swift resolutions
• Oversaw the Program of Work for User Acceptance Testing teams
• Collaborated closely with team leader to ensure adherence to operational timeframes, business specifications, and service plans
• Addressed arising issues or concerns promptly
• Honed ability to prioritize effectively during January
• Managed activation of Disaster Relief and resolved various issues including those related to Under 20 customers on Open licences, HPT and PDSF outages
• Coordinated pre-arranged communications regarding dishonored checks
• Tackled Courier Mail-reported problems regarding duplicate notices and double demerit points
• Gathered necessary data for tasks
• Actively participated in numerous meetings and discussions.

The Online support role was a diverse customer focused service and system support role. The role required experienced and professional technical system knowledge and skills to provide successful support to customers and staff, utilizing over 70 + TMR online services and Apps. My technical and specialist knowledge of registration, licensing, industry and offence management processing and policy frameworks made me proficient in providing this expert support in a timely and efficient manner.

I daily responded to escalated queries and complaints regarding technical issues and outages and offered problem analysis and resolution and further escalation when required. Queries come in the form of calls and emails from customers, staff, internal and external stakeholders regarding our Online services, PrepL, HPT, PDSF, QLD Learner Logbook, QLD Rego Check and Driver Licence Apps.

Iprovide high quality expert technical advice, knowledge, procedural and operational options and recommendations relating to all transport products, online services, applications and systems. I Champion and lead continuous and business improvement processes especially for PrepL, direct debit and QLD Learner Logbook, organise and contribute to meetings and am heavily involved in change projects and associated processes to deliver improved service delivery and operational efficiencies with all Online services and Apps.

I regularly improved the customer experience by investigating issues, troubleshooting data, reviewing processes, identifying improvements and implementing holistic solutions and regularly deal with other business units and 3rd party providers to achieve this. I further offered a high level of written communication by providing expertise handling of issues and complaints management, by developing and finalising response documents for DocTraks including Ministerials. From these interactions and my provided resolutions to the customer, I received many compliments both written and verbal stating I was a pleasure to deal with and my assistance was at a high standard.

My advanced knowledge of TMRs system environment and problem resolution skills has seen my contribution to actively identify system issues and improvement areas for TMR services and provide advice, escalation and feedback to contribute to successful resolutions. Some issues are still in discussions for a resolution or waiting for M&E prioritization, however, below are a list of system issues I identified and had resolved.