Linda Tran – Transformation Analyst – eSolutions, Monash University

Linda is a Transformation Analyst within the IT Service Governance space at Monash University. Whilst at Monash, she has led multiple improvement initiatives in both an operational and strategic context. She is currently part of a core team in building a knowledge-driven culture within Monash’s IT division to optimise end-user experience via self-help, whilst improving IT support operations.

Over the last 15 years, she has developed proven skills in organisational change, business analytics, communications and process improvement. Her industry experience spans across higher education, banking, finance and IT consulting.

She is a strong advocate for positive cultural change and is passionate about collaborating with people to influence user-centred, value-driven outcomes.

Sumer Nasrawi – Science & Platforms IT Support Centre at Monash University

Sumer is the Team Leader of the Science & Platforms IT Support Centre at Monash University. The support centre is a team of dedicated technicians who meet the IT needs of researchers, staff and students in these complex areas of Higher Education.

Sumer brought with her experience from a number of years at the Service Desk along with a true passion for customer service and the customer experience. She engages with the faculties to create a personal and trusting relationship, Sumer believes this is important in order to break down communication barriers and progress forward in finding the best solution for any problem.

The Knowledge Innovation team was established at the beginning of 2019 and Sumer is excited to be one of the original team members. She looks for ways to improve the customer experience through self-help and understands that today’s generation are wanting to help themselves find the answer.