Summary
Overview
Work History
Education
Skills
Timeline
Generic

Melissa Chase

Paraparaumu,Kapiti Coast

Summary

Dedicated IT Manager with over 20 years of experience in applications support, specializing in government systems, seeking a Senior System Training position. Proficient in designing and delivering comprehensive training programs for diverse audiences, including staff and customers, to enhance system adoption and operational efficiency. Adept at leading cross-functional teams, streamlining processes, and providing high-level technical support for complex IT environments. Strong communicator with a proven track record of developing user-focused training materials and fostering skill development to drive organizational success.

Overview

15
15
years of professional experience

Work History

DISOC Battle Watch Supervisor

NZDF
06.2022 - Current
  • Developed and implemented a comprehensive skills matrix and standardized processes to enhance service desk capability, consistency, and service quality.
  • Fostered strong, collaborative relationships with the Government Communications Security Bureau (GCSB) to ensure smooth, secure, and efficient operational processes and information flow.
  • Led staff training initiatives to equip team members with essential knowledge, tools, and confidence for effective performance and adaptability to evolving service requirements.
  • Streamlined service desk workflows by identifying inefficiencies and implementing process improvements, leveraging best practices to increase productivity and customer satisfaction.
  • Maintain and managed effective shift rosters to optimize workforce efficiency and ensure uninterrupted service desk coverage, balancing team workload with operational demands.
  • Currently working on modernising the DISOC Service Desk Knowledge Base from onenote and implementing it into the organisations ITSM system, by suggestions around the Knowledge Base landing page and links to up to date knowledge articles as well as ensuring the system is fit for purpose in terms of the speed and ease of retrieving information for the service desk while customers are on the phone.

DISOC Operations Support Technician

NZDF
06.2021 - 06.2022
  • Technical Problem Solving
  • Trouble shooting on Defence and partner Networks
  • Providing support for various applications used within Joint Forces
  • Building and maintaining effective working relationships with customers and internal staff
  • Supporting Level 2 incidents and service request resolution
  • Providing support across multiple systems across the Defence
  • Building and maintenance of Joint Forces Hardware

Corrections – IOMS Application Support Specialist (SME)

SPARK
02.2014 - 06.2021
  • Provided leadership and technical expertise to team members, clients and other areas of Spark and Corrections for IOMS
  • POC for any application major and high severity incidents that arose in the daily operation for Corrections (including SAP)
  • Assumed leadership in providing and maintaining up-to-date and fit-for-purpose documentation, standards, processes and procedures to ensure operational supportability for IOMS and SAP
  • Assumed ‘Rock Star” status in customer services for Corrections totally a record number of 49 10/10 feedback surveys in 1 month

Application Support

New Zealand Council for Education Research
01.2013 - 10.2014
  • To provide support for NZCER Literacy and Numeracy for Adults Assessment Tool users, and provide support in the national roll out of the system.

2IC of Sap Service Desk

Contact Energy LTD
02.2011 - 02.2012
  • Ensured all Operational Procedures were followed in the absence of our Technical Leader
  • Maintained key internal relationships with Infrastructure and Technical team for SAP operational support
  • Provide technical support and customer services for SAP Users at Contact Energy.

Education

Skills

  • Team Leadership
  • Training and Development
  • Verbal and Written Communications
  • Customer Services
  • Critical Thinking
  • Diagnostics
  • Relationship Management
  • Software Management
  • Application Support

Timeline

DISOC Battle Watch Supervisor

NZDF
06.2022 - Current

DISOC Operations Support Technician

NZDF
06.2021 - 06.2022

Corrections – IOMS Application Support Specialist (SME)

SPARK
02.2014 - 06.2021

Application Support

New Zealand Council for Education Research
01.2013 - 10.2014

2IC of Sap Service Desk

Contact Energy LTD
02.2011 - 02.2012

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Melissa Chase