Greater Sydney Area
- Supported IBM in its CRM transformation journey from SugarCRM to Salesforce for more than 60,000 users. - Increased learner engagement and knowledge retention by delivering interactive training sessions and creating clear, accessible enablement materials. - Improved self-service and reduced support load through 24x7 chatbot content and regularly updating Seismic knowledge base. - Enhanced tool adoption and user understanding by developing promotional and instructional videos. - Enabled more accurate and efficient reporting by creating and updating custom report types in Salesforce, aligned with evolving business requirements. - Empowered teams with data driven insights by designing and supporting the development of CRM reports and dashboards, improving visibility into key metrics. - Provided responsive and effective end user support via Chatter and Slack, resolving issues and ensuring continued productivity.
- Identify, communicate, educate and support the transition to a new environment after removal of contractor data from the HR Record System. Ensure accuracy and consistency HR records across multiple systems and zero impact from removal of the contractor. - Improved data accuracy and reliability by reconciling contractor records across finance and framework management systems. - Provided technical support with strong focus on Cognos and Hyperion, including developing and scheduling custom reports using Cognos Query Studio to address user needs and evolving business requirement. - Investigated, tracked and resolved transition data issues, minimising disruption and maintaining data integrity during system changes. - Supported business operations through timely end user assistance and effective issue resolution. - Increased user efficiency and confidence by developing a Quick Reference Card and delivering training on using QBlue for data querying.
- Led the successful installation, setup, and configuration of Cognos BI Server (8.4) and Hyperion Performance Suit (HPS)/Brio servers (v6.5 and 8.5) on AIX/DB2/WebSphere, ensuring system stability and availability. - Collaborated with WAS developers to implement single sign on to application front end for streamlined user access. - Conducted problem analysis and resolution, ensuring efficient system performance and minimal downtime. - Supported report development and optimisation, ensuring reports met business requirements and provided valuable insights. - Delivered technical support across the Asia Pacific region, troubleshooting and resolving issues related to reporting tools and system performance. - Tuned SQL performance to enhance report efficiency and reduce response times. - Evaluated other reporting tools (Dynasight, DARS) and made suitable recommendations to enhance organisational reporting capabilities.