As the Project Integration Lead for South Pacific I acted as a scrum master for the local IT operations team (removing work blockages, solving complex support requests, and ensuring open lines of communication), as a project manager for several local activities, and was the single point of contact for global teams to execute project work at 30+ sites across Oceania. I delivered projects on time and on budget with our existing support resources, while ensuring base technical support levels were maintained, involving constant resource, time and cost management. My role had a strong focus on global collaboration, bringing the remote project management function and service delivery organisations together with the local IT operations team to introduce new services and support users. I established new project teams to design and introduce new technologies and perform site commissioning/decommissioning activities, including introducing new site security systems and migrating the region to softphone telephony.

As an IT Analyst my work was split roughly 50/50 between project work and business as usual technical support. I supported 30+ sites/3000+ users across Australia, New Zealand and the Pacific Islands, by resolving level 2 requests (escalated from our offshore helpdesk), providing face to face support in Melbourne, and frequently travelling to sites to provide targeted training and support. Through these activities I developed an extensive network across the organisation, and provided specialised support to key VIPs including executives and country managers. My dedication to high service levels and work quality soon earned me the opportunity to train and mentor new team members, and provide support to the team lead by allocating work items and following up on ageing requests.

I designed and rolled out new IT solutions for clients across Brisbane and the Sunshine Coast. I also provided day to day technical support in a wide variety of environments, including a large independent school of 1500+ students and faculty. I successfully rolled out Windows Intune and Office 365 across a geographically dispersed organisation, with careful management of change and respect for users with vastly differing technical skillsets.I was instrumental in establishing one of the Sunshine Coast's first BYOD models for student devices, the success of which has now made this commonplace at other schools in the region. I developed extensive Windows and MacOS engineering skills in this role, creating OS images and layering new applications for deployment across many organisations.