Brisbane, Queensland, Australia
I bridge the communication gaps between people and technology by taking the time to understand the needs and motivations of stakeholders, by establishing shared goals to create working environments for collaborative people-driven solutions. Over the last 12 years I've worked as a Scrum Master, Business Analysis, and IT specialist. In the past 6 of those years I've worked in critical IT systems, software development and IT infrastructure projects while working closely with product owners, managers, executives, developers and designers. I've helped deliver world-class online products across a portfolio of software and web projects while being focussed on significantly enhancing customer experiences. A solution and user-focussed leader, I've helped leading brands Apple, IBM, Suncorp, Megaport and Console bring multimillion-dollar flagship projects and initiatives from concept to completion while leading successful and productive teams using Agile and Scrum methodologies. Early in my career, I leveraged strong technical knowledge and troubleshooting skills, to provide technical support to Apple customers across multiple systems and applications, by analysing and resolving a variety of complex technical issues. Here are just a few of the ways I’ve helped industry icons like Console, IBM and Apple succeed: CONSOLE: ► Reduced customer churn and complaints by 30% for Console’s early stage flagship Cloud software. ► Amplified productivity 25%, interest and morale by diversifying Agile rituals to involve the rotation of key members. ► Elevated customer experiences and transformed the delivery of technical support that decreased monthly wait times from 50 minutes to just 3. IBM: ► Maintained 90%+ personal customer satisfaction scores consistently over 4-year tenure with a site average of approx. 80%. ► Proposed sitewide peripheral solution to reduce keyboard and mouse repairs and replacements for over 150 staff. APPLE: ► Facilitated customer focused workshops for Apple's suite of software ►Engaged with customers to find the right solution for their personal needs If you’re interested to learn more about how I engage with stakeholders, clients and teams to drive successful projects, I welcome your contact. --Benjamin Harvey 0488 425 427 [email protected] harveb.com
Providing end-to-end functional expertise for complex Loyalty Management systems, serving as the key technical conduit between the business and wider technology support teams. - Specialising in Identity Access Management (IAM), PING technology, Fraud Prevention and Accertify AP technology ensuring correct security protocols and continuous improvement measures across allocated divisional systems. - Managing the lifecycle of small-to-medium enhancement initiatives, from translating business needs and engaging IT stakeholders to coordinating solution delivery and completion. Drove problem management for recurring and complex system issues, identifying root causes, and implementing process improvements and effective workarounds to minimise business disruption. - Acting as a crucial link between business leaders and technology, translating current and future needs into actionable technology requirements and contributing to the strategic system roadmap.
Working with Megaport's Network Automation and Dev Ops software development teams on their agile journey -Maximizing value of software and network development teams by facilitating agile ceremonies, removing impediments and conflicts within the team -Assisting the PMO with budget and resource planning
Approached to establish operational support processes and procedures for Suncorp’s core API platform. Responsible for the uptime and availability of core API's and software platforms. Managed key external vendor relationships to ensure the smooth delivery of the NPP platform to production. Facilitated requirements gathering workshops, retrospectives and estimation sessions for teams and key stakeholders. Selected Highlights: >Created and implemented an operational support command centre for Suncorp’s Bank API’s that provided consistently evolving dashboards for monitoring and critically accurate alerting 24/7 365 days a year. >Leveraged Kanban and Scrum methodologies in existing project squads to create a simple but effective triage ticketing services. Support backlog reduced from ten support queries to one support item in the support backlog each day. This enabled engineers and testers the flexibility to perform proactive enhancements and improvements. >Established a cross vendor relationship with internal and external operational support teams to guarantee consistent levels of support during critical and non-critical incidents. Reduced time to respond to incidents from 3rd Party vendors by 15 minutes, preventing downtime for thousands of customers each incident. >Undertook business requirements analysis for the implementation of significant changes in support functions and processes through the development of User Stories. Ensured the application and implementation of best practice business analysis is applied by continuously improving quality and through the application of agile methodology standards. Identified substandard processes with data-driven insights into past, current and future risks/opportunities by evaluating real time reporting from SQL databases, Splunk analytics, JIRA and Dynatrace and stakeholder engagement