Jaime Herrera

Experience

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  Samsung Electro-Mechanics

  Jun 2008 - Dec 2008

  Quality Assurance Engineer

  Samsung Electro Mechanics (SEMCO) is as a subsidiary of Samsung Corporation and a global leader supplying passive components in multiple industry sectors. SEMCO consists of four divisions: optical & mechatronics, circuit drive, advanced circuit interconnect, and LCR.QUALITY ASSURANCE ENGINEER Conducted weekly internal quality audits to support QA standards as set by Samsung, thus reducing error rate and ensuring full compliance with ISO 9001 and TS 16949.Managed, updated and maintained Quality Index (SAP & MES based).Extracted and produced data used for Management to review QA results. These reports were generated on a daily, weekly and on a monthly basis.Liaised directly with customers on electronic component faults.Assisted with the development of a preventative action plan, used by management to introduced pro-active counter measures for its implementation and effectiveness.Achievements:Despite this as an entry level role, I quickly earned the confidence of management to take on higher levels of responsibility including assisting with the preventative action plan. Show less

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  Kinetic IT

  Mar 2012 - Apr 2013

  Quality Assurance and Escalations

  Kinetic IT has become a leading enterprise solution provider, servicing large and complex environments across industry sectors including government, corporate, resources and utilities. Within the Kinetic IT portfolio, the business services the NT Government contract.Provided escalations management/assistance on IT support tickets that are listed as “high priority” and often logged by IT Managers, and other key stakeholders within the NT Government network.Reviewed SLAs to ensure strict Quality Assurance (QA) levels were met, with key indicators surrounding speed of response, call handling time, ticket que times, and volume of jobs/tickets in the system.Conducted QA audits on job tickets to ensure that process requirements are adhered to.Analysed and followed up on any QA issues directly to resolve any disputes.Liaised directly with the Incident Manager, Team Leaders, end-to-end Manager and fellow members on escalation issues and on opportunities to enhance escalation process.Reviewed Work Instruction documents in the Knowledge base to verify if existing processes are still compliant to the processes set by the NT government and other service providers.AchievementsPromoted effective communication between Service Delivery department teams, and successfully contributed to improving service levels and QA results through fast, efficient and prompt actioning. Show less

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  CouncilBIZ

  Apr 2013 - Jun 2015

  IT Support Officer

  CouncilBIZ, a local NT government subsidiary operating under the auspices of the Local Government Act, established to facilitate the efficient provisions of administration, information technology and financial services to the Member Shire Councils.Performed a critical role in supporting high-quality systems and service delivery, acting in a front line capacity to provide 1st level technical support for a broad range of incident and service requests.Troubleshot technical issues to resolution and escalate to supplier or partner organisations. Ensured the provision of superior customer service, working with non-technical staff across the NT region.Expedited the repair of hardware faults and software configuration problems (to 2nd and 3rd level), promptly notifying or forwarding to relevant suppliers.Provided technical assistance to project teams and undertook technical project roles when required. Managed service desk tickets, planning and prioritising systematically to minimise backlog and ensure operational efficiency. Log all incidents and service requests.AchievementsResolved many tickets without any need for Level 2, and demonstrated the communication and relationship skills needed to work with indigenous members that had little or non IT technical knowledge. Show less

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  NEC Australia

  Jul 2015 - Apr 2018

  Acting Change ManagerEnsured each Change Control is correctly classified.Authorized Minor Changes in consultation with the appropriate stakeholders.Coordinated with the appropriate stakeholders, the authorisation of: • Major Changes • Emergency and Escalated Changes • Changes for inclusion in the Pre-Approved Change list.Presented change controls to the Change Management Board and Technical Advisory Group.Ensured the Forward Schedule of Change (FSOC) reflects all scheduled Changes.Undertook QA assessment of RFC records.Rejected Changes that do not meet quality guidelines established by process. Show less NEC Australia is a leading technology company that delivers a complete portfolio of ICT solutions and services to large enterprise, small business and government customers. Within the NEC portfolio, the business services the NT Government contract. Analysis of all Service Levels across the account, including retrospective review of failures and proactive monitoring of tickets to avoid failures. Monitored and reviewed Account Key Performance Indicators to ensure compliance. Monitored and reviewed tickets considered to be aged. Reviewed Customer Satisfaction Survey results, investigated and contacted end-users to discuss concerns around Service Delivery. Acted as a point of contact for internal staff experiencing any quality issues within the account. Reviewed, moderated, and approved all Knowledge Base Articles, Work Instructions, and Wiki content. Ensured all Processes, Procedures and work practices were adhered to by staff members. Conducted transaction auditing, e.g. call monitoring, ticket quality, information or data quality and process adherence. Assisted in the continuous improvement of processes to help improve service delivery to the customer and increase service provision effectiveness within teams, including an Annual Review. Attended weekly meetings to provide progress updates on Quality Assurance activities. Organised and chaired quality review and status meetings with appropriate team representation as required.Developed, created and produced standard monthly metrics and reports for status updates on quality standards, adherence and improvement recommendations to the management team for review. AchievementsDespite being new to the organisation, I met reporting deadlines consistently and streamlined team BAU operations. Show less

  • Change Manager

    Dec 2015 - Apr 2018

  • Service Improvement Analyst

    Jul 2015 - Apr 2018
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  Northern Territory Government

  Apr 2018 - now

  Northern Territory Government – Department of Corporate and Digital DevelopmentThe Department of Corporate and Digital Development (DCDD) delivers corporate, enterprise and information management services to all government agencies as well as a variety of services to the Territory community.Develops and analyses performance metrics, making recommendations to assist in developing and managing service level agreements and improved service outcomes.Develops reports to address business requirements, identifying and using approved data source information.Creates Jira dashboard and Confluence reports to assist management in identifying trends.Undertakes research and analysis to assist with practical problem resolution for clinical and non-clinical issues. Provide advice on matters impacting the achievement of service and business goals and outcomes.Develops and documents new NTG Service Desk/ABS 1 work instructions, scripts and workflows, updates existing documentation consistent with system application upgrades and communicates applicable changes to relevant target audiences.Creates Jira queues to manage high-volume tickets efficiently and effectively.Monitors and prioritizes Jira service delivery queues to ensure customer requests are resolved within the required timeframe.Escalates complex issues to other resolver groups or subject matter experts.Technical resource and subject matter expert in developing, configuring, and implementing new initiatives and solutions within JIRA.Identifies and implements ways to improve the efficiency of digital support processes and procedures via Jira Service Management.Transforms paper-based clinical user access to an online digital Jira form solution. Manages and maintains ABS1’s Service Catalogue in Jira.Achievements: Converted various paper-based clinical user access forms to Jira digital forms. Show less NTG Records SystemsThe NTG Records Systems team manages and maintains the Territory Records Manager (TRM) system environment, providing the all of government Information Management community with system support, configuration, maintenance and reporting. Technical resource and subject matter expert in the development, configuration and implementation of new initiatives and solutions within HP Content ManagerUnder guidance, investigated and resolved less complex issues promptly and capture client-agency incidents and problems related to the system using JIRA.Assisted in auditing and actioning system error notifications to ensure system integrity is maintained.Assisted in preparing or reviewing functional specifications for system remediation and modifications required to resolve client issues and problems.Assisted in maintaining relevant knowledge management frameworks and systems pertinent to the systems environment.Achievements: I was able to log 95% of warning events to our database administration team within 15 minutes of occurring. Show less Across Government Systems (AGS)AGS is a consolidated ICT service delivery division providing all-of-government (AoG) maintenance, support and governance across a range of NT Government corporate systems.Assisted in developing and implementing strategic plans, policies and procedures for governance, quality assurance, service management and risk management across a range of corporate systems. Provided advice to crucial stakeholders on less complex matters regarding corporate systems governance, quality assurance, risk, service management and change management. Reviewed Customer Satisfaction Survey results, investigated and contact end-users to discuss concerns around Service Delivery. Developed, created and produced the monthly service delivery and statistics report on quality metrics, compliance to process and improvement recommendations to the management team for reviewAnalysis of all Service Levels, including retrospective review of failures and proactive monitoring of tickets to avoid failures.Monitored and reviewed tickets considered to be aged and escalate to appropriate managers.Technical resource and subject matter expert in the development, configuration and implementation of new initiatives and solutions within JIRA.Achievements: Created different reports that help the operational team improve service delivery to clients. Show less

  • Front-Line Support Analyst

    May 2021 - now

  • System Administrator

    Jun 2019 - May 2021

  • Systems Assurance Officer

    Apr 2018 - May 2019