ThinkPlace is a leading strategic design consultancy that focuses on tackling some of the most complex problems around the world. As a Senior Executive Designer I work with executives, senior product leaders and teams to develop solutions to challenging problems in the digital space. • Led the creation of a large-scale program strategy that covered four executive business areas and over 40 software development teams• Developed a series of customer-centric service design models that I use to help organisations create strategies that clarify and align customer outcomes with business processes, solution requirements and delivery plans• Led the digital product strategy and customer experience design for two Singapore-based start-ups in partnership with Singapore's Infocomm Media Development Authority • Brought to market and product managed ThinkPlace's EnGauge social research platform which was used in early stages of the pandemic to conduct research across 5 countries in 3 languages. Customers included Bill & Melinda Gates Foundation, Marie Stopes International and Sightsavers

As an Executive Design Manager, worked closely with customers and key stakeholders and led the delivery of a wide range of projects. Projects delivered include user research, service design, user experience design, product design, policy design, Agile and human centred training and capability development and more.• Supported the development of ThinkPlace's emerging technology design service, including the creation of our Blockchain in Government program• Led the product evaluation and user experience design for Aged Care assessment and funding tools at the Department of Health; Designed the corresponding UI toolkit• Led a multi-agency team to research and draft two of the Australian Government's whole-of-Government Digital Procurement policies• Supported the development and delivery of Austrade's New Ways of Working program, uplifting organisational capabilities in Agile and human centred design• Led a national research program to understand how to more effectively communicate the importance of regular cancer screening and promote the desired behaviour change

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Highlights within this role include serving as Technical Account Manager to the Australian Department of Health’s PCEHR national health system, development of digital health message integration solutions for Justice Health and New South Wales Health and project managing performance assessments of Orion Health solutions at ACT Health.

As Technical Team Lead of Melbourne and Canberra offices I was responsible for managing resource allocation, performance and adoption of best practice processes from our Technical Consultants. Additionally, I acted in the role of Solution Architect and technical lead of a high profile medication management program. In this role, I was responsible for the project’s solution design and technical road map. I worked closely with the client and project manager to identify priority project items and best available solutions.

· Acting as a senior resource to an L2/L3 Healthcare IT technical support team, providing application support for a Microsoft SQL and IIS based Electronic Medical Record (EMR) system. · Troubleshooting technologies such as SQL, IIS, TCP/IP and HTTP. Identifying and resolving performance, server and network based issues within critical hospital enterprise environments.· Developing and managing daily operations of a thirty-person India-based L2/L3 support team. · Providing an expert point of escalation for technical and customer service related issues. · Assisting technicians to overcome challenges and develop their troubleshooting abilities.· Evaluating knowledge gaps within the team, performing training or reporting gaps to our education department as required. · Performed the initial assessment of our newly formed Indian support team and developed a follow up training and mentorship program. · Liaised with senior management to develop a comprehensive SOP (Standard Operating Procedure), detailing management and support operations between both the Indian and American support teams. · Engaged in first and second round interviews and personally selected for hire individuals, expanding our Indian based team from eighteen to thirty technicians.

· Private consultant, specializing in Apple Macintosh computers and networking solutions for individuals and small businesses. · Integrated Apple Mac OS X computers into existing home and small business networks.· Provided on the spot diagnosis of Mac and PC software and hardware issues. Advised and followed through on recommended resolutions. · Performed setup and configuration of small to medium sized network environments including routers, firewalls and Mac OS X Server and Microsoft Home Server services. · Provided free over the phone advice to user’s Mac OS X, Windows and device related questions.· Installed natively and through virtualisation Windows operating systems on Apple Mac OS X computers. · Negotiated with third parties on behalf of clients requiring additional services or components. · Established a small business in compliance with local, state and federal law. · Designed and implemented web and print based marketing. · Established and grew a small base of regular clientele and individual issue customers.

· Served as lead service technician and manager of the premier Apple Macintosh repair centre in the state of Vermont. Led a crew consisting of four others and myself.· Provided an expert point of escalation for both technical and customer service related issue.· Diagnosed software and hardware failures on a wide range of Apple devices including desktops, laptops, servers and iPods. · Performed Apple warranty service repairs according to Apple policy and specification. Advised and followed through on out of warranty service repairs. · Installed and configured Mac OS X software and applications. Installed and configured Windows desktop software on Mac OS X computers as both a native boot partition and virtual machine.· Assembled and configured build to order machines.· Ordered and stocked parts as required for workflow efficiency. · Assisted Senior Systems engineer with server and workstation management. · Lead planning for the opening of the brand new service centre, designed the full department operational plan and integration with retail operations. · Participated in the hiring and training of new technicians.

· Worked with young men in a group home setting to encourage personal growth through helping them to meet the goals stipulated in their personalized case plans.· Monitored behavioral issues as well as substance abuse, at times requiring intervention from local authorities.· Preformed general upkeep of the facility as well as managing daily functions of the program.