Peter Azer

Experience

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  Telstra (

  Jun 1999 - May 2000

  GSM Roaming Coordinator

  The role involved settling GSM International Roaming accounts with the over-seas roaming partners (over 120 at the time). Major tasks included: Processing monthly invoices, reconciling exchange/SDR rates, answering queries regarding foreign exchange rates, Generating Telstra invoices, Preparing and obtaining sign-off for Telegraphic Transfers.

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  Vodafone (Australia)

  Jun 2000 - Jun 2002

  Revenue Assurance & Compliance Analyst (Formerly Billing Analyst)

  Gained valuable experience in the manipulation and analysis of high volumes of data to reveal revenue leakages resultant of system failures/errors, fraud or other anomalies. Tasks/responsibilities in both Operations and Revenue Assurance and Compliance departments included but were not limited to:International Roaming: Liaised with NP's to follow up missing/delayed batches and to identify any transfer issues;Call Case Testing: Manually matched call durations, Network call types, and rating schemes against test call records and reported/aided in resolving discrepancies/anomalies.Suspense Monitoring and Resolution: Miscellaneous Projects: Usually initiated by an idea to improve a process or reducing the time taken to complete it (by fully utilizing applications) and therefore increasing productivity. Monitoring Call Volumes: to identify/resolve fraud or system issues IPND Coordinator: updating of the Vodafone portion of the IPND to comply with the Telecommunications Act. Show less

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  Hewlett Packard/Vodafone

  Jun 2002 - Mar 2005

  ITO Support Specialist

  Duties included but were not limited to:Prepare, begin and monitor Retail/Wholesale Billing Schedules and resolve/escalate failed jobs (Unix & VME based);Train tape librarian when necessary;Write/update Work Instructions/Documentation when necessary;Begin/monitor backups through Unix scripts/Omniback and escalate accordingly;

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  SIMplus/Virgin Mobile

  Mar 2005 - Feb 2007

  Billing Operational Change Manager

  (formerly Billing Analyst); Duties included but were not limited to:Liaise with Marketing and Finance teams regarding new Rate Plans/Handsets, analyse requirements and advise on feasibility based on current system capabilities, suggesting workarounds where possible/necessary; Configure, test and implement new Rate Plans & Handsets in the Billing Systems EPPIX and Single.View;Liaise with Eppix Developers regarding code changes/enhancements (when necessary);Write reports using SQL or Cognos Impromptu for the Billing team; Support Billing Production team, with production issues and implementing fixes or workarounds; Implement and run Revenue Assurance Processes to minimize revenue leakage;Support other areas of the business and assist with projects which require Billing expertise (example: Standard Form of Agreement, 3G and Virgin Mobile broadband projects); Assist Eppix Support Team when workload permits. Show less

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  Vodafone/VHA

  Mar 2007 - Nov 2010

  Senior Product & Charging Solutions Analyst/SME

  o Assist in eliciting requirementso Flag risks and suggest mitigation strategieso Assess & advise whether current system capabilities are fit for purpose, and if not, lead enhancement requirements with vendor (IBM)o Where enhancements are required, assist vendor with solution design and in translating Business Requirements into Developer-friendly termso Write Product/Rating requirements and prepare detailed design documentso Design end-to-end solution and perform build for both Portal (Billing) and Siebel (CRM) systemso Coordinate & perform build deployment to test and pre-production environmentso Review & provide feedback on Project documents (BRS, PCRS, BTRS, DTP, TOM, TSR)o Provide support to Test teams, resolve defects and answer queries about the new products and build designo Find ways to accommodate increased scope to assist the businesso Support Customer Operations/National Learning/Level 1 & 2 support teams and find ways to improve AHT, reduce user errors and minimize revenue loss using extensive Siebel knowledgeo Perform builds as required for Siebel SRM (Service Request Module) which directly impacts/improves NPS, AHT and call centre Resource Planningo Train/lead/support team members as requiredo Write SQL reports as required and use SQL to update and insert data for large volumes of changeso Train/lead/support team members as requiredo Used complex SQL queries and understanding of/experience with Telco billing to compare data from the (then) current billing system with that of the new system for numerous billing runs. Identified variances to be raised with Systems Development and/or Tariff & Config teams as defects to be resolved. Also reported on variances/defects regularly in order for progress to be visible to the program. After approx 1 month, was involved in training new team members from “Planit” and coordinating the team’s efforts as the most senior member in the team in terms of Telco Billing and SQL experience. Show less

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  Optus

  Nov 2010 - Jan 2013

  Solution Designer/Technical Business Analyst (Contractor)

  • Eliciting requirements from Business users and acting as conduit between IT Developers and Business stakeholders• Writing use cases, high-level & detailed solution designs• Suggest amendments/changes to out-dated requirements which align more with the system & business processes, or would be more beneficial to end users in the long term• Flag risks and suggest/implement mitigation strategies• Analyse process, training and functional gaps and plan/implement ways to bridge them• Rebuilt the entire suite of products, including cost and pricing structure on a new “clean” database, using SQL Inserts/Updates for large volumes of data• Worked closely with .NET Developers and testers to assist them in understanding desired functionality to meet business requirements• Assist numerous stakeholders with resolving environment issues, scope and requirement queries• Perform build deployments to various test environments• Reviewed and approved Project documents (Business Requirements Specifications, Solution Design, Detailed Test Plan, Test Objectives Matrix, Test Summary Report) • Provided support to System Test, System Integration Test and User Acceptance Test teams by resolving defects, answering requirement/scope queries and assisting in the identification of test scenarios/defects• Managed and resolved all data defects• Managed L3 Production Support issues and assisted L2 support teams when necessary. Show less

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  Vodafone Australia

  Jul 2013 - now

  From Upgrades and Retentions team, was seconded into a Systems Analyst role. The position was converted secondment to permanent as of the beginning of June 2015. Responsibilities included, but were not limited to:• Lead engagement with Technology and external Support vendors on behalf of Customer Care • Drive Customer Care system improvements from concept to delivery• Optimise and remediate existing tools and applications used by frontline staff• Represent Customer Care on the Change Approval Board and communicate approved, planned outages to frontline staff• Direct external vendors in the prioritization and management of defects which impact customers or Customer Care• Represent Customer Care on projects which introduce change to Customer Care systems Show less

  • Systems Analyst

    Apr 2014 - now

  • Customer Care Agent

    Jul 2013 - Mar 2014