Helping Masters of Engineering students find real-world problems to solve, design solutions and build prototypes in Engineering Entrepreneurship (ENG5002) and Advanced Design Project (ENG5004/ENG5004).

Managing three teams of developers in Telstra Automation who all create automations that work through the GUI of Telstra's internal applications to either fix customer issues automatically, perform bulk actions for large business customers or clean up after a significant IT incident.For example, if a customer wants to move their mobile phone into Telstra from a competitor, they have to provide their date of birth and the account number from the previous provider. If the customer gets either of these details wrong, we detect the problem using Splunk and then send the customer an SMS asking for the right information. Our automation reads the customer response SMS then interacts with about three systems and fixes the order. The customer has their mobile working 20 minutes later. Before we automated this process, people would have to call the customer and fix the order manually which took over two days on average.The 22 staff in the three teams (squads) are located in Melbourne (CBD and Clayton), Sydney, Brisbane and Adelaide.

Leading a team of developers to automate the resolution of issues with customer orders. The team use Splunk to find issues with customer orders then a variety of technologies to log into different systems and perform diagnostic or remediation tasks.

Leading two very different teams.The Operational Readiness team is a group of five who provide a governance function to ensure that new or changed IT systems in Telstra are secure, have the right support in place, have undergone the appropriate testing etc. There are about 300 projects per year going through the process. My biggest achievement was to implement a scaled Operational Readiness Checklist that was sized according to the risk that each project presented to Telstra. This change enabled the team to work more efficiently which enabled us to reduce the number of people by one.The Production Monitoring team is a team of six who ensure that all of Telstra's most important applications (Siebel, Telstra.com etc) are functioning as they should. The team uses HP BAC (Business Availability Centre) to execute scripts that mimic typical user action on these applications and reports on availability and performance. The team had to mix development of new scripts with operating a fleet of 150 desktop computers that would execute the scripts from Telstra offices and exchanges all over Australia. My biggest achievement was to drive standards and continuous improvement to enable the team to write more reliable scripts and present more useful information to support teams, application managers and the command centre staff.

Project management of the design and implementation of a new reporting system including: data warehouse, web presentation of KPIs and business intelligence reporting.The reporting team have delivered a fabulous system whilst continuing with their monthly operational duties.My role was to gather requirements, assess and recommend options for architecture, lead design workshops, manage development work, manage release management and communications, manage migration, hire (and in one case, fire) specialist contractors, coach and help do the work itself.Before leading this project, I was a member of the reporting team with achievements including:- acting team leader (for more than a month on several occasions).- designed and ran process improvement workshop that delivered superior report development processes and tools which resulted in >75% reduction of report development time.- developed web interface for report development and presentation which removed several manual processes and was instrumental in reducing operational reporting team from eight to three employees.- technologies: Oracle, IBM Infoshpere DataStage, PHP, .NET, Business Objects (Crystal Reports, Web Intelligence, Universe Designer), SAS EG, Apache, Windows Server, Linux Redhat

Improving quality and operational efficiency to improve relationship marketing processes in Telstra.