Michael Kelland |
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Phone: | 0423 273 467(M)
02 9805 2786(W)
02 9817 0178(H) |
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Drivers Licence | Class C |
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Career
Objectives. | I would like to use my current IT, Electronics Engineering, Software, Project Management, Business Analyst and Customer Service skills to develop an
enjoyable and challenging career that is both personally and financially rewarding. |
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Professional
Skills | I have gained experience from working in various roles that have enabled me to problem solve and work with internal & external customers. I work
efficiently under pressure, autonomously and as a part of a team. One of my main strengths is a calm logical approach to problem solving.
- Writing, proof reading and editing of functional and technical documentation.
- Project Management.
- Requirements Gathering.
- Quotations and costing of software / hardware requirements.
- Stakeholder Management
- Strong understanding of SDLC
- SEO
- Data Analysis
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Technical Skills | |
| | - Apache, Tomcat and IIS Administration.
- Windows 2000 & 2003 Server Administration.
- Solaris 9 & 10 Server Administration.
- SUSE Linux Server Administration.
- PL/SQL
- HTML/ASP/PHP
- DNS Administration.
- DBA of Oracle 9i on NT platform.
- Microsoft SQL Server.
- Hardware Fault finding skills.
- Software Troubleshooting.
- Crystal Reports 9 & 10 Advanced Level Certification.
- Witness eQuality Advance Level Certification.
- Oracle Discoverer
- Macromedia Flash MX
- Dreamweaver
- Functional and Technical Knowledge of Oracle 11i Applications
- Oracle Financials GL
- Order Management
- HRMS
- OLM
- Advanced Inbound Telephony
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Technical Understanding | |
| | - ASP.Net VB and c#
- Java J2EE.
- Microsoft SharePoint platform.
- Microsoft Visual Studio.
- Oracle Portal.
- Network load balancing and high availability systems.
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| Employment History. | |
Aug. 2005 to Present | Canon Australia P/L
Business Systems Analyst |
Duties: | Effectively analyse the customer’s business needs and build requirements documents
and translate in to functional and technical specifications.
Manage both onshore and offshore developers to deliver solutions which align with functional and technical requirements, meeting the customer’s needs.
Work with the customer and the developer to write system testing and user test plans.
Perform system testing, and plan user testing with end users.
Create training guides and materials. Organise training sessions.
Facilitate the implementation of, and adherence to, IT Change Management processes, in accordance with the Sarbanes Oxley control framework.
Provide continual improvement to current development processes.
Work as a project manager or under other project managers to scope out requirements, identify risks and ensure projects are delivered with-in agreed timelines.
Mentor other team members in reviewing technical specifications.
Assist team in understanding new technologies and giving advice on their use in creating solutions.
Assist change advisory board in building benefit cases.
Provide weekly and monthly status updates for all current projects and developments, to Management and stakeholders.
Track developments and projects using Microsoft Project. |
Achievements: | |
| | - Implementation of Online Web Survey System.
- Evaluated off the shelf applications.
- Designed infrastructure for high web traffic requirements.
- Involved in Digital (Online) Strategy Development.
- Archived decommissioned ERP data to Oracle database and coordinated the creation of web-based lookup screens using .NET technology.
- Implemented Online Meter Capture Service, involving gathering requirements and writing technical and functional documents and diagrams.
- Testing and fault finding of annual legislative changes to Oracle HR and Payroll systems.
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Jun. 2007 to Aug. 2007
Part time contract | DataGel P/L
Business Analyst |
| | Advise on Website Architecture for start up Company.
Created detailed infrastructure requirements to deliver proof of concepts for web based BI tools.
Evaluated and implemented a content management system for ongoing website maintenance. |
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Jan. 2005 to Jul. 2005 | Canon Australia P/L
Business Analyst / Project Manager |
| | Selected from the business to join Canon’s Oracle ERP implementation project.
At this stage this project had been running for 3 to 4 years, and had just gone live in January 2005.
I was selected to bring the operational and historical reporting aspects of the project back on track.
This involved gap analysis of previously planned deliverables, and developing a plan to present to the executive committee.
Verifying technical specifications, and where required, gathering reporting requirements from scratch and re-creating functional and technical specifications.
Liaise with off-shore developers to deliver reporting requirements from the project, which where not initially realised by their original due date.
Meet with executive team to present plans to bring project back on track, and update with weekly project status reports.
- Coordinated the specification, development and testing of company wide financial and service orientated; operational and historical Oracle Discoverer reporting, following ERP implementation.
- Designed and built web based solution for delivery of daily sales and management reports.
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Nov. 2002 to Jan. 2005 | Canon Australia P/L
Interaction Centre Technical Coordinator. |
Duties: | Update and administration of Canon’s Self Service Website.
Administration of Symposium Call Centre Server.
Researching and sourcing new technologies to improve productivity and reduce ongoing costs.
Provide feedback and advice to Call Centre management on best practices and call flow handling.
Report on performance of call centres across all divisions.
Ensure call centre systems and infrastructure is in place and functional for day to day operation of Call Centre. |
Achievements: | |
| | - Project Management of Witness eQuality implementation (Web based phone call recording solution).
- Implemented and Administer Data Warehouse/Data mart for call statistics, ERP and CRM data.
- Assisted and advised during the technical integration of TotalView work force management system project.
- Implemented automated report generation using Crystal Enterprise.
- IVR redesign and implementation of changes.
- Implemented HEAT as a temporary escalation path for 2nd level support team.
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6th Sept. 1999 to Nov. 2002 | Canon Australia P/L
Team leader of National Customer Support Infoline. |
Duties: | Involving supporting a team of helpdesk staff in faultfinding and handling escalated calls. Supporting their PC’s reinstalling O/S, Novell client and Lotus Notes.
Gathering of statistical information using Nortel’s System Management Interface for Symposium Call Centre Server, and analysing the data.
Using CRM express to reply to customer’s requests, monitoring the flow of requests.
This role also involved dealing with end users via the phone to solve installation problems and faults on a varied range of peripherals and operating systems. |
Achievements: | |
| | - Redesigned Heat 5.01 Database for greater ease of use, and Statistical Data collection.
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6th Sept 1999 to 2004 | Gatehouse Publishing P/L.
Technical Writer |
Duties: | Network faultfinding and set-up.
Proof reading and editing of Technical Service Manuals
Network administration. |
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1996 – 6th Sept. 1999 | P.J.O’Brien Electronics P/L.
Electronics Trade Apprenticeship. |
Duties: | TV/VCR Repairs.
Analogue and Digital Mobile phone repairs.
Computer and peripheral repair.
Onsite work at Centrelink, Westpac, State Bank, via Wang Global (Getronics) working
on PC networks, and Novell and UNIX servers, CCMail systems WAN links, and maintaining workstations and network printers.
ATM servicing.
Photo copier installation and repair.
Unisys terminal repair for St George Bank.
Cat 5 cabling in new and existing offices.
Mountain top radio repeater installation and maintenance.
RF Fault Finding. |
Achievements: | |
| | - Set-up and Administration of company Novell Netware 3.12 Server and Network.
- Use and development of a CRM FoxPro Database.
- Set-up Service Manual Library Database.
- Install WinFax server on company network.
- Run year 2000 tests on network and apply and test necessary patches.
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Education | | |
| | 2006 - 2007 | Diploma of Information Technology (Business
Analysis)
TAFE NSW Northern Sydney
Award of Distinction |
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| | 2007 | Certificate IV in E-Business
TAFE NSW Northern Sydney |
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| | 2006 | Project Management
PMP Partners onsite Canon Australia P/L |
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2004 | Crystal Reports 10 II & III Advanced Course
Brilliant Training onsite Canon Australia P/L |
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2004 | Crystal Reports 9.0 II & III Advanced Course
Crystal Decisions North Sydney |
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2004 | Project Management Fundamentals
PMPartners onsite Canon Australia P/L |
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2004 | Witness eQuality Certified Professional Certificate
Witness University North Sydney |
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2004 | Intro to Macromedia Flash MX
WEA Sydney |
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2003 | Essential Management Understanding
Impact of Variation
ANU Canberra |
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2002 | Certificate IV in Team leader in Teleservices.
TAFE NSW onsite Canon Australia P/L |
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2001 | Certificate of Achievement in Canon Customer Care
PACE Australia |
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| 1996-1999 | Trade Certificate III in Electronics Engineering
TAFE NSW Wagga Campus
Award of Distinction in 1997
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1996 | School Certificate
Bega High School NSW |
