Summary
Overview
Work History
Education
Skills
Availability
Timeline
Generic
ZAHEER SHAIK

ZAHEER SHAIK

Tarneit,VIC

Summary

An individual who is focused on meeting operational and business objectives by pro-actively handling multiple demands and competing priorities. A competent and adaptable individual who actively demonstrates acute analytical and problem-solving skills, by accurately capturing information, whilst understanding and communicating the big picture. Excellent verbal communication skills, goal motivated, hardworking, active listener, ability to give helpful feedback, work as part of a team, negotiate, mediate, and express complex technical ideas. Diligent and detail-oriented Administrator with proven history in successful team management. Professionally coordinate files, correspondence, and resources to boost productivity and facilitate operations. Skilled in general office processes and optimization strategies. Highly organized and detail-oriented administrative professional excels in office management and special projects. Resourceful and adaptive team leader with expertise in project management, financial tracking, customer relationship management and marketing. Results-oriented strategic planner with extensive knowledge of [Industry] practices.

Overview

20
20
years of professional experience

Work History

Change Administrator - IT/Telecommunications

VicTrack
01.2014 - 12.2023
  • Perform change management duties for change requests from Metro, V-Line, Yarra Trams, Telstra, AAPT, TPG & other Telco organisations, ESTA, MFB & other Victorian Government authorities, SP AusNet & other power companies, various TAFE's and numerous other third-party service providers and customers
  • Ensure compliance to the relevant Planned Change Management processes
  • Review of Changes Pending Approval and Pending CAB Approval These changes can be Network, Civil, Third Party and ICT Transmission Network environment
  • Review closed changes to analyse change success, failure, and compliance
  • Monitor the performance of all Changes to the ICT networks & infrastructure
  • Manage all logged Requests for Change (RFC), using the change management toolset
  • Issue Change schedules in relation to each service and keeping all necessary stakeholders updated regarding progress
  • Generate scheduled and ad hoc Change reports
  • Review of Change Post Implementation Reviews
  • Coordinate meetings of the CAB, including creating and submission of agenda items for discussion, Reporting and Minute taking
  • Notify all impacted Customers via email of all Services impacted by a Change
  • Identify relevant Customer Priorities and Services
  • Work across various functions of business units to negotiate and achieve business outcomes
  • Work with Incident Management Process and Team to Identify and Manage Emergency Changes
  • Root cause analysis of network issues and outages related to Change requests
  • Ensure that appropriate design, operation, installation, change control and maintenance standards are complied with
  • Conducting review of standard change effectiveness and facilitate the approvals of standard change, with particular focus on change
  • Identification of Unauthorized Changes, non-compliant Changes and Relevant suspensions of Changes causing incident
  • Work across various functions of business units to negotiate and achieve business outcomes
  • Perform Continuous improvement activities and take initiatives to improve the process.

Acting Change Manager - IT/Telecommunications

VicTrack
01.2017 - 12.2020
  • Development and enhancement of Change management policy, procedures, processes, guidelines and work instructions and training content and outlines
  • Provide advice and direction to staff in managing Change and complying with relevant standards and legislation
  • Manage and control the processing of Planned Change Requests taking place within the Network and Systems areas
  • Includes review of current processes, research of new processes, work practices and alternative options, improve information capture, impact analysis and management reporting while also delivering business efficiencies
  • Designing and documenting training course outlines, communicate training opportunities to staff and identify key training needs for individuals and Groups
  • Support stakeholders to use the Planned Change Management Process
  • Liaise with relevant Stakeholders and decision makers to run a weekly Governance meeting presenting major changes to the Advisory Board and Capturing the relevant discussion
  • Correct process deficiencies where necessary
  • Management and oversight of the Forward Schedule of Change across the enterprise or customer enterprise
  • Manage Post Implementation Reviews (PIRs) and agreed Service Improvement Plans (SIPs)
  • Escalation of high risk or high impact network Change requests assessing Impact of Time, Location, Customer and /or Service Impact, Reputation, relative protection and Platforms
  • Consult and coach change requesters, coordinators, implementers and project teams
  • Maintenance of VicTrack and Customer notified Embargos and occupations.

IT Change & Release Coordinator

NEC IT Pty Ltd
06.2011 - 12.2013
  • Change Management Point of contact for DEECD Victoria's Ultranet project and various South Australian and Queensland Government projects totaling to over 30 departments and sub-departments
  • Review change records and ensure compliance to the process
  • Develop, implement, and maintain robust change management processes in adherence to ITIL best practices
  • Provide guidelines and educate teams on expectations when releasing
  • Facilitate end-to-end change management processes, including assessment, prioritization, approval, planning, implementation, and review of all changes
  • Establish and chair Change Advisory Board (CAB) meetings to evaluate and approve/reject proposed changes, minimizing service disruptions
  • Good understanding of Salesforce platform
  • Collaborate with stakeholders to assess change impact, risks, and dependencies, mitigating adverse effects on systems and services
  • Baseline key metrics related to Release and Environments and seek to improve on them
  • Manage the release and deployment of software and hardware changes, refreshes, coordinating schedules and communication among teams and stakeholders
  • Ensure changes adhere to established policies, procedures, and compliance standards, maintaining accurate records and documentation, make sure the change records are completed
  • Implement key performance indicators (KPIs) and metrics to evaluate the effectiveness of change and release management processes
  • Good understanding of blockers in Project Management and unblocking them
  • Drive continuous improvement initiatives to enhance processes, fostering a culture of innovation and efficiency
  • Continuously identify process improvements to improve efficiencies and reduce costs
  • Assess and report change impact, resource requirements and change approval
  • Know and adhere to Processes, Procedures and standard Tools usage practices.

IT Change & Configuration Coordinator

Southern Health
Clayton, Victoria
08.2010 - 12.2010
  • Create and manage the CMBD procedures, processes and oversee their implementation
  • Ensure staff comply with identification standards for type, environment, process, life cycle, documentation, versions, formats, baseline, releases and templates
  • Verify integrity of CMDB data through auditing and take corrective actions
  • Conduct control and status accounting, provide regular and accurate management reports
  • Manage CMDB data, identify other CIs affected by faults or proposed changes
  • Manage configuration system, recording of all hardware and software acquisitions
  • Develop CI control policies for software license management and administration
  • Develop and produce regular and accurate management reports
  • Ensure internal orders comply with corporate IT Asset standards
  • Receive, log and allocate a priority, in collaboration with the initiator, to all RFC's and close as required
  • Assess the risk and impact of all changes to the IT environment
  • Co-ordinate and schedule changes and resources, update the Change log as required
  • Assess and manage improvement of service quality
  • Facilitate and schedule weekly meetings
  • Assist the Service Management Manager in the Change Management Process.

Senior Consultant - Change Management

Capgemini India Pvt. Ltd
India
01.2008 - 02.2010
  • Manage Change for major clients like TXU Energy USA, Netherlands Telecom Giant Telfort and Westward Pharmaceuticals
  • Facilitate the Change Advisory Board, ensure all changes raised are reviewed, discussed and approved, and report to the Change Manager for approval
  • Facilitate the Change Advisory Board meeting as moderator on the conference calls
  • Devise process & procedures to standardize change management processes
  • Identify training documents required reprint as necessary
  • Provide Team Training on correct processes and procedures
  • Management and oversight of the Forward Schedule of Change across the enterprise or customer enterprise
  • Perform Post Implementation Reviews and Perform risk and impact assessments
  • Generate weekly and Monthly reports in Excel, Digital fuel and other reporting tools
  • Conduct REMEDY ITSM Tool training sessions for the change owners and various technical groups
  • Use Microsoft live meeting, MS Power point and My learning tools for training purposes.

Technical Support Specialist - Change Management

GE
India
06.2004 - 01.2008
  • Train vendors on ITIL and ITIL relationships
  • Monitor Event management and Service Desk Analyst
  • Organize Change Management Process Standardization and Consolidation
  • Attend weekly change management meetings
  • Design & Implement Change Risk & Impact Assessment Process, Post Implementation Review Process and Approval Strategies for change Types
  • Organize Change Management Processes and Integration with 3rd Party Vendors
  • Manage Daily Operations Calls, review Incidents and Service calls that have P1 or P0 priority
  • Communicating ITIL Methodology in TSG and manage various projects to incorporate ITIL methodology into TSG (Technology Services Group)
  • Document Change Management Processes, Policies and Procedures.

Education

Bachelor of Science - Mathematics And Computer Science

India
India
04-1999

Skills

  • Change Management
  • Release Management
  • Incident Management
  • ITIL Service Management
  • Stakeholder Engagement
  • Collaboration
  • Communications
  • Process Improvement
  • Team Management
  • ServiceNow
  • Training
  • Customer-Focused Service

Availability

Immediate

Timeline

Acting Change Manager - IT/Telecommunications

VicTrack
01.2017 - 12.2020

Change Administrator - IT/Telecommunications

VicTrack
01.2014 - 12.2023

IT Change & Release Coordinator

NEC IT Pty Ltd
06.2011 - 12.2013

IT Change & Configuration Coordinator

Southern Health
08.2010 - 12.2010

Senior Consultant - Change Management

Capgemini India Pvt. Ltd
01.2008 - 02.2010

Technical Support Specialist - Change Management

GE
06.2004 - 01.2008

Bachelor of Science - Mathematics And Computer Science

India

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ZAHEER SHAIK