Driving the success of support engineering across critical functions and systems, I ensure fast and proactive support and resolve various issues. In this role, I have gained and applied knowledge of Python and implemented Django admin functionality to enhance support. I regularly collaborate with colleagues and international teams to complete projects and steer improvements. With a strong people focus, I direct and coach a talented team of eight professionals.Some of my key contributions are as follows:• Significantly reduced response and resolution time through proactive support and strict SLA implementation, ensuring swift and efficient issue resolution.• Improved service management by collaborating with the Jira service management project manager to gain insight into use cases and leverage early access features.• Championed change by evolving support and service management processes, including integrating support requests, change requests, and problem and incident management into a single Jira Service Management project.• Enhanced support capabilities for product go-live by creating a dedicated Support phone system and Jira Service Management Customer portal.• Optimised support triaging, accuracy of resolutions, and minimised database querying by improving Django Admin Panel functionality and implementing an automated priority matrix in Jira Service Management.• Planned and expanded support function seamlessly through different business units, facilitating comprehensive support coverage; completed project with no disruption to operations.

Smart Digital Services – we are a dedicated I.T Solutions company offering personalised service for all I.T, Communications, Procurement and Web Development Services across Australia.

As the head of Peer 2 Peer IT, my primary focus is on delivering IT solutions tailored to each client's specific requirements. In my capacity as Director and CEO, I leverage my experience in the IT industry to ensure that we provide innovative cost-effective and dependable IT services. I take pride in leading an exceptional team of skilled IT professionals who embody a culture of continuous learning, collaboration and excellence.Some of my key contributions were as follows:• Pioneering the integration of AI-driven strategies into our IT-managed services resulting in heightened automation, predictive maintenance and strengthened cybersecurity for our clients.• Implementation of VoIP solutions for numerous businesses leading to improved communication efficiency while considerably reducing expenses.• Spearheading comprehensive IT consultancy services that offer valuable insights to clients enabling them to transform their operations and drive business growth.• Led web design services with a focus on enhancing businesses' online presence establishing a distinctive digital identity and fostering increased visibility and customer engagement.• Streamlining client's IT infrastructure through the implementation of Office IT solutions resulting in improved operational efficiency and enhanced productivity.• Advocating for cybersecurity measures to safeguard clients' digital assets and data from potential threats.I am committed to staying with emerging trends and technologies, in the IT landscape to continuously deliver exceptional value to our esteemed clients.• By growing our gross recurring revenue we have accomplished the financial goals of the company through careful strategic planning and implementation.

In this role, I quickly gained a reputation as a valuable team member able to gain and apply new skills to uncover gaps across systems. I also recommended impactful solutions as well as influenced policies by building relationships with stakeholders. My role also involved outlining functionality requirements by liaising with sales teams and account specialists. I consistently and accurately resolved system issues in alignment with SLAs and conducted technical and incident reporting.Some of my key contributions were as follows:• Steered large-scale deployment across 700+ venues in NSW and VIC, effectively managing all phases from planning through to completion.• Grew revenue by collaborating with development teams to continuously meet support requirements.• Supported operational success at national venues by performing installation, testing, and fault finding.• Boosted stakeholder satisfaction by monitoring queues for high-priority cases and communicating clearly and transparently with customers to gain trust and ensure swift and accurate resolutions.• Overcame tech debt issues by analysing problems and devising impactful solutions and workarounds, including optimising installation processes and supporting automation.• Served as a primary information resource and selected to provide system solution sourcing onsite remedies for the Victoria ticket-in-ticket-out (VicTITO) system; coordinated trial in compliance with all regulations and collaborated with engineers and vendors.

Here, I stewarded technical support and troubleshooting for critical systems, ensuring minimal downtime and disruptions. I led hardware and software upgrades with seamless transitions, managed large-scale contracts, and forged mutually beneficial relationships with national and international organisations and state-level government agencies. In addition, I collaborated with stakeholders to drive positive change and cross-functional internal teams to determine requirements.Some of my key contributions were as follows:• Enhanced knowledge and performance of customers and internal staff by creating and delivering training programs on systems operations and maintenance.• Successfully installed and tested major systems in various high-profile venues.• Aided product success by liaising with the sales team and venues to outline feature set requirements.• Delivered two products, overseeing the engineering team and development lifecycle, meeting largescale stakeholder contracts within the gaming industry.• Enhanced quality standards by creating a quality assurance test plan and overseeing the entire implementation from start to finish; led QA testing of various product lines.• Facilitated company training and introduction of new products.