Lena Lickliter

Lena Lickliter has extensive experience in service delivery and incident management. Lena currently works as a Service Delivery Integration Manager for efex. Prior to that, they worked as an Incident, Change and Problem Manager at ASG Group. Lena has also worked at DXC Technology, NEC Australia, and Telstra in various roles, including High Severity Incident Manager, Service Desk Analyst, Telstra Business Project Manager, ITSM Specialist Customer Incident Management, Incident Coordinator, Global and Domestic Technical Specialist, and Telstra - Excelior Trainee/Technical Support. Lena is skilled in handling service-affecting incidents, creating change requests, mitigating negative impacts to services, managing priority 1 and 2 incidents, and initiating and driving technical and stakeholder conference calls. Lena is also experienced in handling jeopardy faults, grade escalation requests, and preparing shift handovers for global and domestic teams.

Lena Lickliter's education history includes a Certificate 3 in Information Technology from the Australian College of Business and Commerce in 2010-2011. In 2012-2013, they obtained a Certificate IV in Frontline Management and a Diploma of Management from the Customer Service Institute of Australia. Lena also completed an ITIL Foundation Certificate V3 in IT Service Management from ProActive Services in 2014. In 2018, they completed the Kepner-Tregoe Incident Management and Problem Management program at the Kepner-Tregoe Project Management Institute. Additionally, they have obtained a Baseline Australian Government security clearance from the Department of Finance in August 2018.