RONNIE BALOONI
Remuera, Auckland
Summary
Dedicated professional with over 10 years+ experience in ICT sector. Leading Project delivery and technical implementation. Mission-focused Scrum Master experienced in coaching and mentoring highly skilled teams. Strong customer focus and history of meeting company goals utilizing consistent and organized practices.
- Certified Professional Scrum Master™ I (PSM I)
- Certified Professional Scrum Master™ II (PSM II)
- Certified Professional Scrum Product Owner™ I (PSPO I)
- Certified Professional Scrum Product Owner™ II (PSPO II)
- Certified SAFe® 5 Agilist
Overview
16
16
years of professional experience
Work History
Business Applications Technical Lead
Auckland Council
05.2022 - Current
- Leading Business Systems Specialists to deliver an effective and efficient end to end service across all ICT services under their care. This includes product design & development, service delivery, vendor and contract management.
- Leading project delivery involving planning, solution design, UAT and production implementation
- Maintaining an oversight of projects and support the project manager ensuring on time delivery, within scope, budget, while providing value to the business and meeting business expected benefits.
- Managing the pipeline of work and work with the programme manager to prioritise work according to the programme priorities for designated area and be able to recommend the right priorities balancing stakeholder requirements and business value.
- Leading Business support specialists in resolving BAU issues for Council applications.
- Working as a Major Incident manager for the team during high priority incidents.
- Regular meetings with business stakeholders discussing requirements, understanding their concerns and ensuring service delivery is met
Technical Applications Consultant
HealthAlliance
01.2019 - Current
- Technical lead for Northern region DHB Enterprise and Clinical applications upgrade projects
- Leading project delivery involving planning, solution design, UAT and production implementation
- Scrum Master for team. Facilitating Scrum events – sprint planning, backlog grooming, daily scrums, sprint reviews and sprint retrospectives.
- Coaching team in self-management and cross functionality. Driving Scrum team progress to overcome obstacles and realize success throughout life of each sprint.
- Providing BAU support to Enterprise and Clinical applications (vendor or bespoke), troubleshooting any technical issues
- Regular meetings with business stakeholders discussing requirements, understanding their concerns and ensuring service delivery is met
- 2IC and Mentoring team of 10 Application support analysts and support them with day to day issues involving applications
IT Support Engineer
Telnet Services Limited
04.2015 - 12.2018
- Application support to in-house apps developed by Software development team for multiple clients using ticketing management tool ‘Support Manager’
- In-house application like Contact Suite support, integration support with Microsoft applications
- Deployment and maintenance of Vendor supplied applications like ‘Zeacom’ (Call management software support) and ‘MYOB’ (Exo Business software for Payroll system)
- Engaging with 3rd party support and vendors like server support and telecom providers for any escalation and day to day maintenance
- Change and implementation management
- Patching and updating windows server system including extensive testing after applied changes
- Deploying security applications across network and audit
- Making sure all machines are protected and patched with latest anti-virus definitions
Service Desk Analyst
Fairfax Media
12.2013 - 04.2015
- Provide level 1 and level 2 technical support to users based in New Zealand and Australia using ticketing management tool ‘Service Now’
- Supporting Fairfax specific applications ranging from Genera (used for publishing/designing articles on Fairfax network), Citrix Xen-app based apps and Matrix circulation app (used for distributing and printing newspapers)
- Incident and Change Management
- Liaising with Support teams around New Zealand and Australia for any escalations and day to day issues
- Onsite Desktop Support to users (Hereford Street)
Subject Matter Expert
Fujitsu
08.2012 - 11.2013
- Providing Remote Desktop application support to various Small and Medium Business accounts like Auckland Transport and Ministry for Primary Industries
- Resolve incidents-service requests and other BAU tasks assigned to queue within timeframe defined in SLA
- Liaising with clients, internal teams and 3rd party vendors (Telstra, Gen-I, Fuji Xerox) for ensuring resolution of all issues in timely manner
- Support includes – Provisioning and managing user accounts, mailboxes, providing workstation level support for Business applications designed and supplied by third-party vendors
- Tools used: Citrix, Active Directory, Exchange, Outlook, and office 2010, Windows 7, Symantec endpoint security and other internal applications
- Training and mentoring desk and managing it as 2IC.
Service Desk Analyst
Qantas Airways, Fujitsu
08.2010 - 07.2012
- Providing First level support to more than 1500 Qantas airline applications including boarding apps and booking system apps
- Providing support to Qantas airline users globally either by remote, phone or email using ticketing system
- Novell, Citrix, MS office and outlook, Windows XP, OCS, 2000, Active directory and lotus notes support
- Call management, escalation and resolution maintaining SLA
- Incident Management
- Working with high severity incidents, service requests and coordination with resolver groups and other third-party vendors (IBM, Telstra, Amadeus, SITA)
Technical Resolution Expert
Dell International Services
11.2007 - 06.2010
- Answering inbound calls from Dell customers and resolving their complex Technical and Usage Queries for Dell Products which included extensive hardware troubleshooting and remote software support
- Maintaining Customer Satisfaction Rate of 85 percent on quarterly basis
- Upselling of Dell Products and achieving fixed minimum target weekly
Education
Graduate Diploma - Business Level 7
Auckland Wise Institute
Bachelor of Arts - Industrial Relations and Personnel Management
Delhi University
Skills
- Scrum Framework and Agile methodologies
- Project Planning and delivery
- Technical Deployment and Implementation
- Customer-focused and Relationship building
- Strong analytical, coordination, and interpersonal skills
- Multitasking and Prioritization
- Technical Troubleshooting
- Change Management
- Team building
Timeline
Business Applications Technical Lead
Auckland Council
05.2022 - Current
Technical Applications Consultant
HealthAlliance
01.2019 - Current
IT Support Engineer
Telnet Services Limited
04.2015 - 12.2018
Service Desk Analyst
Fairfax Media
12.2013 - 04.2015
Subject Matter Expert
Fujitsu
08.2012 - 11.2013
Service Desk Analyst
Qantas Airways, Fujitsu
08.2010 - 07.2012
Technical Resolution Expert
Dell International Services
11.2007 - 06.2010
Graduate Diploma - Business Level 7
Auckland Wise Institute
Bachelor of Arts - Industrial Relations and Personnel Management
Delhi University
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