Andrew Boyd

Experience

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  Self employed

  Dec 1965 - now

  ENTJ - Not a Purple - How is it going for you?

  Business Analyst making a change, looking for work in Logistics or Property Management. Passionate about change, quick to understand new concepts, Methodical approach to work. Excellent problem-solving skills with the ability to work efficiently within a team.

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  Christchurch Activation's, Telecom South Ltd

  Jan 1993 - Jan 1998

  Provisioning Specialist

  This role was responsible for providing tier 2 and 3 support for front office sales and service representative and installation companies. The role included the manual provisioning of transaction for the delivery of telecommunication services to customers.Responsibilities:Process transactions to deliver customer products.Answer calls from customers in a professional manner.Provide technology advice and recommendations.Correct errors and reapply technologies to deliver customer service.Provide 'call-out' functions as required for the management and delivery of a 24by7 service.Achievements:Achieved the grade of senior technical specialist, providing training and mentoring functions to junior and trainee specialists.Implemented changes to delivery processes enabling the business to effectively manage peak loads and reduce excessive overtime.Improved the quality of service delivery for the customers by reducing the number of transactions that missed commitment dates. Show less

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  NZ Business IT, Telecom NZ Ltd

  Jan 1998 - Jan 2007

  Business Analyst

  Wireline & Xtra, Formerly Product Delivery - Sales and Marketing This role involved the delivery of telecommunication products, services and technologies for one of the leading telecommunication companies in New Zealand.Responsibilities:Confer with clients to identify and document requirements for system enhancements or process development.Evaluate business procedures, recommend improvements, document and implement process change and provide project support.Document current and future state (context diagrams), business rules, process and database enhancements.Project management of smaller deliverables enabling the business to release senior management resource.Held meetings, ran workshops, created and delivered training material.Achievements:Delivered 18 projects with full documentation (detailed requirements and service delivery specifications),Full time BA-15 projects, PM/BA-3 projects, ranging from technology to sales, services and products for retail and wholesale customers implementing both software, hardware and accompanying process changes. Show less

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  Christchurch Provisioning, Telecom South Ltd

  Feb 2004 - Jan 2006

  Temporary Project Manager / Business Analyst

  A temporary role created to deliver improved provisioning systems (software & process changes), decrease the number of transactions processed manually, and reduce rehandling of transactions (errors). The position required the management and delivery of enhancements to systems and processes.Responsibilities:• Present potential improvements to senior management and gain funding (Power point presentations supported by detailed documentation).• Develop and implement project plans, identify resources required for the successful completion of the project and manage allocated resources.• Manage the day-to-day activities of the project team in the following ways:• Create and maintain project schedules; prepare and distribute status reports.• Manage project issues, change and risk; monitor project progress. • Coordinate and manage project resources; conduct project meetings. • Evaluating achievements, revising standards where necessary and removing obstacles to good performance.Achievements:• Implemented 7 sub projects, each scoped, critiqued for business value, analysed, and delivered with backup support and training.• Over a 2 year period increased the number of transactions processed automatically from an average of 10,000 per month to 280,000 per month.• Reduced the failure rate from 30% to fewer than 5%.• Increased service standards for the customer.• Measured improvement of customer satisfaction.• Enabled the company to reduce head count requirements from 75 to 30 nationally.• 2000 Telecom Quality Achievement Award - Hard work, determination and attitude. Show less

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  Christchurch City Council - IM & CT

  May 2008 - Aug 2008

  Contract Business Analyst

  Provided support to the Business Units and teams within the Council by providing 3rd level application support, enhanced existing applications, by analysing and specifying application systems requirements and design, by interviewing customer service representatives within the business to capture requirements.Achievements:• Part of a team delivering a new front end service request & management tool. Implementing new process flow methodology.

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  Tait Communications

  Aug 2008 - Jun 2013

  As the Transformation Analyst I ensured the strategic direction for ICT was achievable. ICT focused on driving customer outcomes. As the transformation analyst I took responsibility for the global ICT business process aspects for the following lines of business:• Enterprise Resource Planning• Customer Relationship Management• Document Management • Product Lifecycle Management• HR systemsAchievements: • Highlighted deficiencies in existing HR processes & delivered solution proposals• Evaluated document online proposals from Vendors ;• Contributed to selection processes and supplier negotiations • Identified and documented system integration requirements • Assisted with the implementation, deployment and training program for on-going support• Tested integration and Co-ordinated UAT• Contributed to data and process migration and cut over Show less Championed and lead the requirements capture and documentation process, and facilitated the contribution of all relevant stakeholders needs.Produced product requirements and specification documents, pro-actively ensuring they were maintained and reviewed, and that all contributions were of a captured with a consistently high quality.Reviewed and critiqued requirements and trained others in requirements engineering methodologies.Responsibilities:• Product requirement methodology and technology• Requirements elicitation reporting and documentation• Trouble ticket reporting and management• Process improvement initiativesAchievements:• Development & integration of a requirement managements system (agile based), from Stakeholder to system engineering requirement management, through to delivery• Integration of 3SL Cradle requirements management tool into everyday business. Implementing changes to existing requirements management procedures and processes Show less

  • Business Transformation Analyst

    Dec 2012 - Jun 2013

  • Senior Requirements Analyst

    Aug 2008 - Dec 2012
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  Environment Canterbury

  Oct 2013 - May 2016

  Team Leader Business Analysis

  I managed a team of dedicated Business Analysts who were tasked to make Canterbury & ECAN a better place by delivering quality analytical skills and expertise.Core deliverables:• Lead the business analysis team to service the needs of clients in alignment with ECAN strategies.• Planned budget for, and managed Business Analysis team activities.• Represented the BA team to ensure a standardized approach to account servicing for internal customers• Serviced accounts as a Business Analyst. Show less

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  2degrees Mobile

  Aug 2016 - Jun 2017

  Business Process Analyst

  As a Business Process Analyst (BPA) I was responsible for effectively introducing change into all customer contact channels and helped lead the customer experience design across Broadband products and services. I reviewed the customer experience for all existing Broadband products, services and internal processes to optimise outcomes for customers, channels and 2degrees.I Successfully delivered a Fibre Outbound calling product where 2degrees rings the customer, informs them about the scope and installation dates, resulting in improved customer confidence. Show less

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  Enable Networks Limited

  Jul 2017 - Oct 2017

  Business Analyst

  I was employed as a contract BA to assist the Zendesk implementation project while the senior BA finished another project.I worked with stakeholders from all relevant business units and Zendesk to analyse, improve, define and document business requirements and processes and software requirements for the Zendesk implementation. Responsibilities:• Identified, investigated and analysed business requirements and processes• Evaluated inefficiencies and recommended optimal business practices, system functionality and behavioural changes• Captured business requirements and detailed high and low level process designAchievements:• Business benefits table - business benefits captured in the Business Case traced to a measurable acceptance criterion for comparison - once the project is delivered• To-be processes (BPMN) for the Zendesk delivery• A combined business & functional requirements traceability table Show less

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  NEC NZ Ltd

  Jun 2021 - now

  Casual Field Engineer