Samantha Serna

The software development team lead oversees end-to-end software development for web-based application servicing internal and SaaS clients across the world 24x7.

• Managed multiple concurrent projects from initiation through implementation delivered in an Agile schedule of 4 week sprints.
• Collaborated with product owners to define product vision, roadmap, features prioritization based on market research and customer feedback
• Conducted stakeholder interviews to gather insights on pain points and requirements for new software applications or enhancements
• Collaborated with cross-functional teams to identify technical solutions for complex problems.
• Implemented Agile methodologies to streamline project workflows and improve delivery timelines.

• Delivered reporting and analytics solutions through data modeling, dashboard development, and advanced SQL. Partnered with stakeholders to transform raw data into actionable insights supporting strategic and operational decisions.
• Developed and maintained data models, dashboards, and reports using Power BI and Tableau for financial and operational teams.
• Analyzed large datasets to identify trends, patterns, and KPIs, enabling data-driven decision-making.
• Designed data visualizations that simplified complex information for stakeholders and executives.
• Utilized SQL queries to extract, transform, and validate data across multiple sources.

• Served as the system owner for ERP and financial platforms, delivering SQL-based reporting, dashboards, and process enhancements. Partnered with stakeholders to ensure data accuracy, compliance, and actionable insights for decision-making.
• Administered and maintained ERP (BST), SAP Concur, and related systems to ensure operability, reliability, and compliance.
• Developed ad-hoc reports and dashboards (SQL, Excel, SharePoint) to support financial KPIs and executive decision-making.
• Extracted, validated, and cleansed large datasets to improve data quality and reporting accuracy.
• Scoped and implemented system enhancements and process automations, coordinating with vendors and IT teams.
• Delivered end-user support, training, and mentoring, improving adoption and productivity across finance applications.
• Acted as liaison between finance stakeholders and technical teams, translating business needs into scalable solutions.

• I took a sabbatical to work with People with disabilities, this experience has expanded my understanding of the human condition and brought me a refreshed perspective to life.
• This new chapter in my life came to an abrupt end with the 2020 pandemic after which I went back to IT.

• Directed a team of systems analysts, balancing operational delivery with strategic leadership. Partnered with executives and technical teams to resolve high-impact issues, optimize processes, and ensure system reliability and compliance.
• Led requirements gathering and stakeholder liaison, ensuring customer requests were delivered effectively across internal teams.
• Chaired Change Advisory Board (CAB) and Security Review meetings, aligning system changes with compliance and governance standards.
• Managed high-priority incidents, acting as point of contact between client executives and internal stakeholders.
• Conducted team member appraisals and performance reviews, fostering growth and accountability.
• Optimized and implemented support processes and escalation procedures, improving resolution times and service quality.
• Introduced a “Hot Analysis” process, reducing ticket backlog by 20% in two months.
• Resolved a major machine learning infrastructure bottleneck, cutting computing time from 3 hours to 40 minutes.

• Led product strategy and third-party system integrations for a FinTech platform, translating stakeholder requirements into scalable solutions. Partnered with clients, executives, and technical teams to deliver integrations and product enhancements that improved agility and competitiveness.
• Defined and maintained the product roadmap, aligning Board of Directors’ initiatives, client needs, and feature requests.
• Elicited and documented functional and technical requirements, ensuring clarity and compliance with business objectives.
• Assessed technical feasibility of third-party integrations and coordinated end-to-end planning, testing, and rollout.
• Delivered monthly integrations to sustain platform agnosticity, supporting a diverse ecosystem of FinTech services and products.
• Produced documentation, test plans, and solution designs, ensuring integrations were reliable, auditable, and efficient.
• Acted as liaison between executives, clients, and technical teams, bridging business priorities with technical execution.

• Day-to-day tasks included network troubleshooting, webmin (Linux) on-site visits, physical installation in data centres and customer support.
• Achievements
• Implemented the first phase of an asset management project within one of the Big Four banks of Australia.
• Optimized technical support escalation process to minimize time-to-resolution.

• Global support engineers for SCADA IDE software serve paying customers globally. This type of software required extensive knowledge around TCP/IP networks, operating-system performance and systems integration.
• Achievements
• Wrote whitepaper for the commercial release of the product's newest version.
• Following success of aforementioned whitepaper, delivered webinar for global staff.

• Achievements
• Upgraded Business Intelligence (BI) report suite for the company's key customers: due to the success of these reports, they now form part of the standard commercial offering.
• Conducted gap analysis for an artificial intelligence engine alternative.
• Scoped documentation requirements for new product version to be distributed under a SaaS model.