Focused on releasing high quality product iterations delivering business value to our existing customers and increasing new subscription growth. I am involved in the initial ideation, customer research, refinement of product increments while overseeing the implementation of scrum principles and ceremonies.- Work with Product Owner to identify sprint priorities.- Liaise with design team to ensure designs are ready.- Ongoing backlog refinement.- Facilitate Agile ceremonies -… Show more Focused on releasing high quality product iterations delivering business value to our existing customers and increasing new subscription growth. I am involved in the initial ideation, customer research, refinement of product increments while overseeing the implementation of scrum principles and ceremonies.- Work with Product Owner to identify sprint priorities.- Liaise with design team to ensure designs are ready.- Ongoing backlog refinement.- Facilitate Agile ceremonies - Sprint Planning, Standup, Sprint Review, Retrospective).- Communicate release information to all stakeholders.- Create and manage testing and release plans. Show less

Returning to Sydney my time was shared across multiple disciplines. Primarily technical support as well as managing maintenance and new feature releases in our ‘classic’ product.

Transferred to London office to establish a northern hemisphere support presence. Responsibilities were wide ranging and over the course of the 5 years included:Support:- Establishing support processes for phone and email support for European clients.- Researching and implementing critical support tools across the company (Zendesk, Intercom etc).- Diagnosing and troubleshooting issues ranging from database bugs, operating system conflicts, web services compatibility &… Show more Transferred to London office to establish a northern hemisphere support presence. Responsibilities were wide ranging and over the course of the 5 years included:Support:- Establishing support processes for phone and email support for European clients.- Researching and implementing critical support tools across the company (Zendesk, Intercom etc).- Diagnosing and troubleshooting issues ranging from database bugs, operating system conflicts, web services compatibility & configuration (Apache & iis) to network issues. Logging, resolving where possible or escalating through established paths.- Creation and maintenance of knowledge base content for our entire product.- Establishing and maintaining relationships with third party suppliers. Software partners - to resolve issues, ensure best practices etc.- Maintaining a high level of communication with clients to ensure their issues are resolved to their satisfaction.- Tracking and understanding the area's that were driving support questions - communicating them to product and dev teams for future releases.Company:- Communication with prospects, clients in form of accounts questions, disputes, training and in some cases sales demo's.- Hiring and training technical support and team members.- Providing technical sales support for sales team in larger onsite presentations.- Establishing company wide best practices for support.- Idea and implementation of hosted server environments for existing clients saving time and money.- Managing office relocation - identifying the location and space then the physical and technical move.Personal:- Participation in peer group meetups - Support Driven London.- Presentation of best practices for supporting clients at 'Pause on Error' in London. A conference for FileMaker developers. Show less

Providing phone and email technical support for Australian and NZ based clients. Installation, setup, troubleshooting database issues, training and updates of client and server side software.

Responsible for providing customer service, troubleshooting and support for all Apple products, (Macbooks, Desktops, Airports) and software (OSX and included apps) over the phone.

Managing approval, order and supply process for equipment/software requests from staff in all European offices.