Tony Kaganovich

• As the IT Operations Support Lead at hipages, I play a pivotal role in ensuring the smooth functioning of our internal operational systems and infrastructure.
• Reporting directly to the IT Operations Manager, I am responsible for providing comprehensive support leadership, overseeing day-to-day operations, and ensuring that our IT systems operate safely and efficiently.
• I lead a team of support staff, providing guidance, mentorship, and direction to ensure the timely resolution of IT issues. I also serve as the primary point of escalation for complex technical problems.
• I provide hands-on support for end-users, addressing help desk enquiries, and troubleshooting technical issues to minimise downtime and optimise productivity.
• I oversee the maintenance and optimisation of hipages' internal infrastructure, including hardware and software systems, to ensure reliability and performance.
• I implement and manage patching processes to keep systems up to date with the latest security and performance enhancements, minimising vulnerabilities and ensuring compliance.
• I maintain and support our telephony platform, ensuring seamless communication across the organisation and addressing any issues promptly.
• I maintain a firm understanding of SLAs and KPIs, working proactively to meet or exceed established targets.
• I generate regular reports on service performance and operational metrics, providing insights into areas for improvement and driving continuous enhancement of IT operations.
• I offer day-to-day technical support to internal users via various channels, including phone, email, remote access, in-person interactions, and through the Jira ITSM ticketing system.
• I foster and maintain strong relationships with key stakeholders, including local and remote users, senior management, and external providers, to facilitate effective communication and collaboration.
• I act as a liaison between IT Operations and other departments, ensuring alignment with business objectives and addressing stakeholders' IT needs and concerns.
• I monitor and maintain computer systems and networks, leveraging advanced tools and techniques to identify and address potential issues proactively. This includes Implementing optimisation strategies to enhance system performance, scalability, and security, in line with industry best practices and organisational requirements.
• I oversee user access management processes, including onboarding of new system users and configuration of equipment, to ensure compliance with security policies and regulatory requirements.
• I develop technical documentation and training manuals detailing IT Operations systems and processes, empowering users and support staff with the knowledge they need to navigate IT resources effectively.

SUMMARY

• Provided consultancy services in IT support and management, business analysis, and project management for various organisations
• Installed and configured computer hardware, software, systems, networks, printers, scanners & mobile devices
• Configured various virtual cloud-based services
• Monitored & maintained computer systems and networks
• Assisted clients with antivirus software installation, virus removals & the establishment of cyber security protocols
• Provided ongoing technical support to various clients either in person or over the phone
• Provided troubleshooting assistance with both hardware & software issues, including guiding clients through a step-by-step process
• Researched and recommended applications to improve productivity
• Conducted ongoing client training for all software applications
• Negotiated and liaised between business and IT departments, and external software developers
• Conducted business process analysis and identified critical issues and gaps for established processes
• Identified root causes and implemented corrective actions to meet business goals
• Managed projects through status meetings, weekly reports, risk evaluation and issue tracking
• Worked closely with stakeholders & users to analyse, validate, verify, and gather requirements
• Conducted evaluation of organisations' workflows and implemented process improvements
• Constructed business models, flowcharts, and diagrams
• Identified procedural areas of improvement
• Developed business plans, determined KPIs and designed the measurement matrix
• Achievements: Delivered cost-effective technology solutions.

• Successfully delivered a large-scale business wide legislative reform project to introduce and implement the Future of Financial Advice (FoFA) package against agreed scope, budget, schedule, and stakeholder expectations
• Project management of a $200,000 plus major program of work, involving multiple internal and external resources across various business units
• Effectively managed relationships with internal and external project stakeholders
• Developed the complete project plan which included the further development of the business case; management of the project budget; management of the project schedule and creation and management of project risks and risk assessment
• Efficiently defined the scope to ensure outcomes were clearly articulated and that agreed work was aligned to the broader strategy, including: translated business needs into a clear and measurable programme of work; influenced and gained agreement of scope from stakeholders; and, reviewed & revised scope in light of any new information and/or changes to initial assumptions
• Evaluated effectiveness of project management tools, processes, and methodologies, and made recommendations for continuous improvement relating to governance and compliance
• This included the review of all project documentation including business requirements, test plans and technical specifications
• Effectively communicated project status to project stakeholders (via a weekly report)
• In addition, monitored and reported to the Change Steering Committee on the status of financials, risks, issues and progress towards milestones and deliverables in the form of a fortnightly project status report
• Maintained risks and issues register with the aim of monitoring project risks and scope creep to identify potential problems and developed risk mitigation plans so as to proactively identify solutions
• Organised and ran working groups to gather requirements, address questions, discuss solution designs and facilitate project communications
• This provided the capacity to conceptualise, design and deploy automated workflow practices
• Managed the project team and resolved day to day issues
• This also included the assigning of project work to team members and coaching, mentoring, motivating, and influencing them to take positive action and accountability for assigned work
• Achievements: Helped build and implement FoFA compliant processes, policies, procedures, and events across the organisation
• Successfully met the target go live date for the project of 30 June 2013, with the project status at GREEN and tracking to schedule / budget with strong stakeholder engagement throughout all project activities
• Project was delivered on time and under budget by creating new processes that provided further efficiencies.

• Efficiently scoped, planned, and supported software development for planned system enhancements
• Actively identified and formalised various initiatives for system improvements
• Worked with the product team and external clients to produce detailed functional specifications, business requirement analysis, flowcharts, and process maps for change projects
• Organised and ran working groups/workshops to gather requirements, address questions, discuss solution designs and facilitate project communications
• Promoted understanding of business requirements and the resulting functional specifications for key internal stakeholders, such as IT technical experts and testing analysts
• Worked with testing analysts to support their documentation of test plans and test cases that are linked back to the business requirements
• Supported the project manager with documentation and planning of the project phases
• Provided project orientation, co-ordination, and task direction for other Business Analysts
• Provided stakeholder updates on project progress where required
• Documenting technical notes for client distribution
• Supported daily business operations such as investigating issues impacting the administration of the contracts, asked specifics of the system, i.e., resolved business queries on specific system functionality
• Achievements: All project milestones were completed on or ahead of schedule
• Low issue/error rate and high levels of user uptake
• Met budgeted cost targets.

• Involved in various business operations and helped the organisation to achieve cost-effective production with increased quality, efficiency, and satisfied customer service
• Mainly responsible for understanding the business requirements of the dealer group, providing suggestions and solutions to improve business plans and strategies, and responsible for analysing business processes
• Identified, researched, investigated, analysed, defined opportunities for business process improvement, documented business processes and initiated efforts to make improvements
• Introduced software development and implementation approaches, including the analysis of impacts of proposed solutions on technology platforms
• Implemented business modelling of software implementation and created processes using MS Visio to develop business architecture for the application
• Set process for regular reporting by creating Excel/CRM databases
• Supported various departments' transition to new entity process by gradually modifying workflow to introduce change incrementally
• Provided ongoing support of a training, technical, research and software nature to all advisers and staff
• Effectively contributed to the creation, review, and implementation of various policies, including Training and Continual Professional Development of the group's authorised representatives, software implementation, model portfolio and risk profile practice
• Identified operational issues and immediately took preventive and corrective measures to avoid current and future problems
• Developed and managed collaborative relationships with key external stakeholders such as fund managers, insurance companies, research providers, and software vendors
• Provided project orientation, co-ordination, and task direction for other Business Analysts
• Supported daily business operations such as investigating issues impacting the administration of the contracts, asked specifics of the system, i.e., resolved business queries on specific system functionality
• Achievements: Involvement in every aspect of business operation resulted in a decrease in cost of resourcing and enhanced service quality, efficiency, and improved adviser satisfaction
• Created detailed documentations of business processes which was used as references in formulating strategic improvements
• I successfully lead and managed a project to implement XPLAN to adviser practices
• As part of the project, I created the business modelling of XPLAN implementation and processes using MS Visio to develop business architecture for the application
• The project delivered increased technological enhancements and efficiencies, and a reduced cost to serve
• All project milestones were completed on or ahead of schedule
• Met budgeted cost targets.

• I assisted the company in various business operations and helped it to achieve cost-effective production with increased quality, efficiency, and satisfied customer service
• Provided support for VisiPlan financial planning software, online tools, and calculators to the dealer group advisers
• Ensured the integrity of VisiPlan financial planning software
• Implemented and supported software installation packaging and distribution
• Actively identified and formalised various initiatives for software improvements and introduced software development approaches to senior management
• Efficiently scoped, planned, and supported software development for planned software enhancements
• I analysed impacts of proposed solutions on technology platforms and performed Gap analysis to compare the existing software with the proposed enhancement and documented new requirements and features
• Assessed the flaws in the existing “as-is” system and made clear recommendations of business process improvements, incorporated them in the future “to-be” software enhancement design
• Participated in all phases of the software development lifecycle
• Liaised with stakeholders to gather, analyse, and evaluate requirements for business processes and systems
• Engaged and supported Business and IT groups through the full project delivery life cycle
• Successfully designed test plans, test scenarios and test cases for integration, regression, and user acceptance testing (UAT) based on functional requirements to improve the overall quality of the software
• Ensured that the results corresponded to the business expectations
• I successfully investigated and resolved complex issues associated with the software that were impacting adviser daily business operations, i.e., resolved business queries on specific system functionality
• This included the recording and communication of issues to senior management to ensure that the issues are satisfactorily resolved in a timely manner
• Created user manuals and software release notes as part of the Release Management Program
• Achievements: I successfully led a project to perform a Gap analysis review of the impact of the software platform on business structures, specifically Risk and Compliance
• Whilst the main focus was to ensure that the software met all relevant regulations, there was additional scope required to review existing advice documents
• This provided an increase in end-to-end efficiencies and a reduced cost to serve
• All project milestones were completed on or ahead of schedule
• Met budgeted cost targets
• Low issue/error rate and high levels of user uptake.