Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Awards
Timeline
Generic

Tanvi Manchanda

Schofields,Australia

Summary

Experienced Program Coordinator with a strong track record of managing complex programs, coordinating multiple priorities, and driving successful outcomes. Skilled in project management, stakeholder communication, and resource allocation, with a reputation for reliability, adaptability, and team collaboration. Known for excellent organizational skills, problem-solving abilities, and commitment to delivering results in dynamic, fast-paced environments.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Program Coordinator

EHealth
03.2023 - Current
  • Coordinate and manage the end-to-end delivery of enterprise application migration projects (e.g., eMR) to AWS across multiple Local Health Districts (LHDs), ensuring adherence to timelines, budgets, and quality standards.
  • Provide leadership and operational oversight during critical go-live periods, managing communications, real-time issue resolution, and transition support for cloud infrastructure deployments.
  • Develop, maintain, and govern all project documentation including governance packs, meeting minutes, executive presentation materials, and Steering Committee agendas.
  • Maintain project data integrity in ServiceNow PPM by updating milestones, budgets, timelines, and resource allocations, ensuring consistent and transparent reporting.
  • Design and deliver program dashboards and monthly Steering Committee reports to provide leadership with key metrics, risk insights, and performance indicators.
  • Lead and facilitate User Acceptance Testing (UAT) activities, including defect triage, test execution tracking, and resolution coordination, ensuring high-quality delivery outcomes.
  • Manage change control processes by raising change requests, obtaining approvals, and coordinating implementation activities with technical and business stakeholders.
  • Oversee the decommissioning of legacy infrastructure, including compiling system inventories, raising appropriate changes, and coordinating cross-environment retirement tasks.
  • Support program governance activities by tracking risks, issues, actions, and decisions, and ensuring effective communication and coordination across stakeholders.
  • Collaborate with project managers, technical leads, and enterprise architects to align project execution with strategic delivery plans and compliance requirements.
  • Foster strong relationships with internal and external stakeholders, ensuring high levels of engagement, collaboration, and delivery success across cross-functional teams.

Engagement coordinator

NSW Health (eHealth)
07.2022 - 02.2023
  • Supporting the lifecycle of Demand development and delivery.
  • Providing advice and undertaking engagement activities in order to provide a project proposal that meets the customers' requirements.
  • Collaborating with stakeholders to coordinate the identification and development of a solution that is fit-for-purpose, customer centric and aligns with the organization’s objectives.
  • Triaging demands and requests as they are raised
  • Engage the CAM, Customer, Demand Delivery Team Managers, and relevant technical services team to discuss the demand
  • Developing a proposal for the engagement based on input from the stakeholders
  • Escalation of any issues in the development of the proposal

Service Request Coordinator

NSW Health (eHealth)
10.2018 - 06.2022
  • Company Overview: eHealth NSW delivers innovative Information and Communication Technology (ICT) solutions across the public health system to enable excellent patient care now and into the future. EHealth is responsible for setting strategy, policy and standards in collaboration with its partners to implement statewide core systems and ensure compliance with statewide standards.
  • Responsible for handling all enterprise customers IT submitted through Hosting Services System in Service Now.
  • Monitors and maintains all open service requests orders. Follows up with cross functional teams and customers as necessary.
  • Monitors and enforces policies and procedures according to policies and procedures.
  • Keeps the requestor informed about the progress of his request via direct contacts and system updates.
  • Participates in handovers between the different teams and promptly raises and resolves any issues within delegation.
  • Creating end to end flows of different processes involved in on-boarding new staff.
  • Contribute to the development of an internal knowledge base.
  • Provide accurate assessment, prioritization and escalation of incidents.
  • Responsible to handle all major technical issues with priority and escalate to command Centre.
  • Documenting, Creating and publishing new Knowledge base article for any new fixes/ support tips and sharing knowledge with other team members in Service Desk.
  • Monitor and update the incidents / requests to ensure customer gets communicated with latest and updated information.
  • Communicate customer feedback to team manager.
  • Communicate with external service providers to resolve our customer’s issues.
  • Team work and communication internally within our team.
  • EHealth NSW delivers innovative Information and Communication Technology (ICT) solutions across the public health system to enable excellent patient care now and into the future. EHealth is responsible for setting strategy, policy and standards in collaboration with its partners to implement statewide core systems and ensure compliance with statewide standards.

Senior State Wide Service Desk Analyst/SME

EHealth
06.2015 - 10.2018
  • Company Overview: The State Wide Service Desk (SWSD) is the contact point for Information, Communication and Technology (ICT) issues for the state of NSW.
  • Act as first point of contact for incidents and requests, log all customer requests into CA Desk Manager.
  • Accurately diagnose, document and resolve hardware, software, PC device, application and remote issues by maintaining first call resolution thereby reducing call back rates.
  • Analyze and provide technical support to $21 billion health sector employees in a Citrix environment.
  • Provide support using technical and ticketing management software like CA Service Desk Manager, Windows server 2008, Exchange 2010/2013 and Infra telephony systems to track and troubleshoot technical issues.
  • Escalate high priority incidents and perform incident coordinator duties.
  • Perform installation via VNC, provide technical assistance and back end support for Windows XP, windows 7/10, MS office products.
  • Create and manage user accounts in Active Directory, Novell along with implementing group policies.
  • Perform Subject Matter Expert duties by researching for accurate information, documenting and publishing articles in Service Now to benefit the team.
  • Perform auditing on articles to ensure the information it holds is accurate and follows policies and procedures.
  • Train/assist staff to create articles in Service now as part of Continuous Service Improvement (CSI).
  • Continuously train existing staff and assist new staff.
  • The State Wide Service Desk (SWSD) is the contact point for Information, Communication and Technology (ICT) issues for the state of NSW.

IT Help Desk Support

HCL INFINET
05.2006 - 07.2008
  • Providing technical support to all users on desktop, laptop, printer, fax, scanning, emails over the phone.
  • Handling incoming incidents via phone / email promptly and effectively.
  • Diagnosing and resolving a wide range of technical issues over the phone.
  • Escalating calls and issues where necessary to senior managers and team leaders.
  • Ensuring that all call details are captured and entered in the logging software.
  • Working in Incident management module of remedy.
  • Updating support documentations.
  • Working on Active Directory.
  • Keeping customers updated as to progress.
  • Provide troubleshooting and configuration support for client desktop and networking environment.
  • Monitor server functions, performance and event logs to ensure optimum performance.
  • Troubleshooting networking issues for Router and Switches.

Education

Diploma in Information Technology - Full Time

TAFE
Blacktown, NSW
12.2014

Master of Science - Full Time

Guru Jambheshwar University
Hisar, India
05.2005

Bachelor of Science - Full time

MDU
India
05.2003

Skills

  • Stakeholder Management
  • Program management
  • Change Requests management
  • Resource Management
  • Technical Knowledge
  • Active Directory
  • Report preparation
  • Problem-solving
  • Decision-making
  • Multitasking
  • Team building
  • Program guidelines adherence
  • Issue resolution
  • Teamwork
  • Time management

Accomplishments

  • Received award of best helpdesk analyst for delivering the exceptional customer service.
  • Received recognition award for 2020 best team member as Service Request Coordinator, for successfully onboarding all contact tracing staff during Covid.

Certification

  • Prince 2 Agile Foundation
  • ITIL – Foundation modules
  • Communication Skills and Project Management modules (My Health Learning)
  • Agile Fundamentals via PM Partners
  • eHealth NSW - Agile Fundamentals by elabor8
  • SCRUM quality, planning completion (My Health Learning)
  • Project Management introduction (PMBoK Guide)
  • Agile Principles and methodologies (My Health Learning)

Awards

  • Received formal recognition from the CEO for leadership, teamwork, and problem-solving during the SESI eMR AWS migration.
  • Best team player for year 2020
  • Received award of best helpdesk analyst for delivering the exceptional customer service.



Timeline

Program Coordinator

EHealth
03.2023 - Current

Engagement coordinator

NSW Health (eHealth)
07.2022 - 02.2023

Service Request Coordinator

NSW Health (eHealth)
10.2018 - 06.2022

Senior State Wide Service Desk Analyst/SME

EHealth
06.2015 - 10.2018

IT Help Desk Support

HCL INFINET
05.2006 - 07.2008

Diploma in Information Technology - Full Time

TAFE

Master of Science - Full Time

Guru Jambheshwar University

Bachelor of Science - Full time

MDU

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Tanvi Manchanda