MARICRIS COLLINS

Performed requirements gathering and process mapping in the software engineering/digital space, documenting personas, journeys, user stories, acceptance criteria, test cases, and release notes. Managed legislative form designs and delivered compliance checklists built from 12+ councils to support product adoption.

Analyzed current systems and identified gaps through business requirements, process maps, reports, and training documentation. Coordinated user acceptance testing with 40+ staff across locations and supported deployment/training for the Carelink Go mobile application and health program design in Carelink/Mastercare.

Administered SQL database infrastructure and partnered with business units to scope projects, develop proposals, create test cases, and provide post go-live support. Led end-to-end delivery of technical projects with effective stakeholder management and change control for seamless customer transitions.

Coordinated ICT-related project requests by presenting at leadership meetings, aligning resources and timelines to the ICT Program of Works. Mentored and scheduled team capacity, facilitated knowledge exchange sessions, and supported advisory committee decision-making.

Administered core council application services to ensure availability and performance in line with ITIL practices. Drove delivery of online public-facing and internal forms, supporting cross-department collaboration and team capability through mentoring and coaching.

Managed enterprise council systems, provided end-user training, liaised with vendors, and executed manual and automated testing against requirements and acceptance criteria. Produced Crystal Reports analysis to support decisions and maintained 95% application reliability while delivering solutions for multiple departments.

Ensured upgrade and support program delivery met SLAs through regular service reporting and review. Supervised and trained 5 support consultants, built customer advocacy and support strategies, and restructured the team to improve customer support satisfaction.

Managed enterprise customer stakeholders and executed Objective back-end procedures, including SQL scripts and database installations/modifications for server changes and system preferences. Moderated the company support forum, inducted customers to support processes and knowledge base resources, and refined enhancement requests for engineering.

Completed AgileBA Foundation and Practitioner training with the Australian Institute of Management in 2021.

Bachelor of Technology in Information and Communications Systems completed in 2002 at Macquarie University.