•Spearheaded an Agile transformation for 70+ engineers (75% contractors), transitioning from waterfall to Scrum and CI/CD methodologies, achieving 93% on-time Jira completion, ensuring efficient project delivery•Onboarded and trained newly introduced IT personnel, achieving 99.76% serviceability, and resolving 5,000 tickets.•Optimized delivery speed, personnel allocation, and technology choices, leading to significant cost reductions of $9M over 2 years.•Built strong partnerships with key vendors, accelerating project delivery by over 50%, reducing re-work and improving quality of code.•Collaboratively drafted future transformation roadmaps and secured ongoing client engagements, with the aim of reducing operational costs by $12m.•Migrated from waterfall to Agile (Scrum and Kanban), improving project flexibility and reducing time to market from 6 months to 3 to 6 weeks.•Designed automation that eliminated manual tasks for up to 1500 staff, enhancing operational efficiency.•Partnered with sales to identify customer needs, leading to $17 million in additional sales.•Product Owner of a number of diverse project areas including software automation ($34M), customer data discovery and comparison (13000 pulls daily), and replacement of 3rd party software with open-source solutions. ($5M).•Directed the Architecture and Product Management of a company-wide monitoring consolidation project, condensing 21 solutions to 2, leading to $4M in cost savings and a 40% improvement in operational efficiency.•Coached and Mentored a Multicultural Team, effecting a 90% reduction in attrition.

** Became Canzuki in 2024 **Helped clients navigate their UCAAS and CCAAS journeys, empowering them to gain deeper insights into their user experience (UX) and employee experience (EX). Leveraged customer data (CX and EX) to identify key areas for improvement and translate insights into actionable recommendations.Key Contributions:•Successfully implemented cost-reduction strategies for major clients based on CX & EX insights, achieving a 10% operational expense decrease for a major sports betting company’s Contact Centre.•Delivered impactful projects: Directed a number of $100K plus projects, driving significant UX & EX improvements for enterprise clients.•Leveraged expertise in Genesys, APIs, Webhooks, C#, Linux, Dockers, Power BI, SQL, Elasticsearch, BI, Data Warehousing, Azure, and AWS to achieve a 15% cost reduction for the business.•30% Year on Year Growth of Revenue.

•Co-founded a successful analytics joint venture, generating $1M in revenue within 5 years.•Integrated 130+ data sources and CX CCAAS data for comprehensive customer insights and journey mapping.•Delivered a 95% reduction in processing time: Analysed voice, speech, and sales data for 300K users daily (previously 1 day).•Increased sales by 40%: Developed a scalable, cloud/on-premises solution for diverse customer needs.•Boosted revenue by 75%: Implemented modular pricing with data access and managed services.•Bootstrapped to profitability and successful acquisition: Achieved $1M+ revenue and secured a sale in March 2022.

IT Transformation Leader: Streamlining Infrastructure and Empowering GrowthSpearheaded the virtualization of aging IT infrastructure, migrating ancillary services to the cloud for increased efficiency and scalability. Reported directly to the CEO.Key Achievements:• Reduced password complexity: Implemented cloud-based Single Sign-On (One Domain), eliminating 10-15 passwords per user.• Negotiated cost-effective contracts: Secured improved supplier deals and optimized resource allocation.• Boosted application uptime: Increased on-premise application reliability to 99.999% (5 nines).• Enhanced IT governance: Introduced ITIL-based processes for ticket management, change control, BCP, DRP, and metric/financial reporting to the executive team.• Reduced service deployment complexity: Replaced aging hardware with Azure services, achieving cost savings and flexibility.• Projects: Consolidated five Active Directories into one and unified communication platforms from four to one.

Played a pivotal role in the Telstra acquisition of NSC (2013), driving seamless integration across IT, facilities, and operations.Key Achievements:• Due diligence: Led the IT and facilities due diligence, ensuring NSC's integrity while aligning with Telstra's goals.• Remote contact center: Designed and implemented a virtual desktop-powered contact center (Avaya, Citrix, Broadsoft TIPT, Microsoft), enabling faster staff integration and significant cost savings.• Multiple acquisitions: Supported data center provisioning, staff relocation, and network security improvements for two additional acquisitions.• Custom application development: Filled system gaps with custom .NET applications, conducting requirement analysis, design, programming, testing (Nunit), and user acceptance testing. Secured deployment and maintenance support from Telstra IT.• Private cloud management: Maintain a private cloud for legacy NSC platforms (telephony, hypervisors), ensuring customer assurance application functionality

Working on projects to increase automation, revenue and reducing costs, whilst maintaining the size of the IT team during a period of rapid growth. The first Alarm automation project rolled out in January 2011, and achieved significant cost savings over a 12-month period in overtime costs alone. Redesigned the Wide Area Network, moved the data centre from the head office to one of the premium Data Centre Providers. Projects included the rolling out of a full customer portal, covering the top 45 customers, covering ITSM, Financials and Project Data, allowing for the automation of all the processes used by customers and engineers alike. Implemented an ITIL based support model in the IT team. Key driver behind the change from a physical environment, to a private Citrix based cloud architecture. Maintained a close relationship with suppliers. Designed and implemented an Avaya, Radvision, Lync and Polycom seamless multi-channel conference system. I was one of the main drivers behind Change Management within the company. Agile Project Management was used to run all projects within the team. Negotiated and implemented a new Telstra combined phone plan saving a further one off $500K in capex for the Company.

Looked after the Services Operations team in Sydney and a number of on site staff. Liaising with other departments and the Service Engagement managers to provide the best in class service for our Managed Services Customers in NSW and Canberra. Re-organised the team and worked with the HR team on the promotion of several staff. Took personal interest in the development of the team. Managed to maintain the margin on the contracts, and also improved the services being offered.

Pre-Sales, Support and Implementation of Avaya Equipment, including Communication Manager, Call Management Systems, Session Manager and System Platform along with all their associated hardware. Working as part of a small team assisting NSC in breaking into the New Zealand Market.

Supported the Lucent/Avaya range of Contact Centre Products, primarily focused on CMS. Work with Labs to improve the stability of the products. Worked as Lab manager to develop a comprehensive lab for all Tier 3 to use. Worked closely with Tier on high profile and critical escalations. Worked as part of the UK team for New Product Introduction. This is where people at Avaya got to use new products before they deployed to the field. We tested all documentation and installation routines where correct.