- Responsible for driving major initiatives which are the at the center of SaaS transformation at VMware, including generative AI, consumption based solutions for cloud operations-Define the north-star experience and capabilities needed for an industry leading commerce experience for customers and partners in VMware's Cloud Services Platform.- Lead and own product strategy, roadmap definition for the CSP area and work closely with VMware customers and partners, business, and internal partner teams to ascertain their needs and convert them into compelling e2e user-stories- Collaborate with engineering, design, and business teams to create engineering requirements to meet the user-stories, and drive the execution of the user-stories across engineering orgs- Define and measure the success of new capabilities in market, and bring in customer feedback to constantly improve the product and drive growth in KPIs- Be the voice of reason when collaborating with engineering teams through the product execution phases, application development and agile software development process- Influence and drive multiple teams toward a common vision and strategy- Model and drive an inclusive culture and allyship

Systems integration-Review, comprehend and translate business requirements into clear, consumable user stories that the development teams can track, deliver and test -Help drive contingency planning and be able to lead the team through unplanned changes and pivots -Partner with developers within game teams, collaborating on having unified goals when it comes to the integration’s service to both groups and the player experience -Prepare to be able to proactively identify risks before they materialize and swiftly escalate with the game teams to ensure both groups are informed and working together in mitigatingStakeholder and partner relationship management-Consistently communicate and collaborate with partners and stakeholders to ensure they are informed and updated on integrations schedules, statuses and blockers -Work closely with all stakeholders to ensure their needs and concerns are considered and addressed in a timely and informed manner -Manage relationships with game teams, central services teams, and integration-impacting stakeholders as the main point of contact for your integration-Execute, as a key core team member of the Experience Lifecycle pods, on the assigned tasks but also participate as part of the team, ensuring all the team’s activities are successfully completed as wellRelease management-Ensure documentation on sprint schedules, reporting and associated variances is maintained and up to date -Accountable for the sprint release notes creation and dissemination -Collaborate with QA and UAT to ensure testing preparedness, documentation and reporting for your integrations-Collaborate with leadership in the continuous improvements to processes associated with and impactful to the game integrations teamPortfolio of products I've worked on include:- Fifa franchise- Lord of the Rings- UFC franchise- Madden franchise- Battlefield franchise- The Sims- Knockout City- NBA Mobile- Self Service tools- Twitch/YouTube streaming

• Acting Product owner for integrations of studio game products such as UFC, Madden, NBA Mobile. Product itself being the integration of the data piping through multiple API services from the game clients and servers to multiple data points such as databases and CRMs.• Represent the Customer Experience organization in the stakeholder meetings for new emerging technology being built. Working with directors in other orgs to align on business strategy and impact to players and EA customer support staff.• Operate as the subject matter expert for the EA central services and EA games integrations with multiple touchpoints•Leverage and incorporate data and insights during the planning, execution and validation phases of each product integration initiative•Consistently communicate and collaborate with Product Lifecycle Managers and stakeholders to ensure they are familiar with the product integrations roadmap•Work closely with studio partners and Ops stakeholders to ensure each group’s needs and concerns are considered and addressed in a timely and informed manner•Closely track the EADP roadmap to ensure platform features are integrated with WWCE’s CRM and data platforms.•Craft documentation that clearly articulates the scope through comprehensive business requirements and use cases•Track and prioritize post-integration defects•Collaborate on new and creative ideas that account for current and future trends while balancing the long-term strategy with day-to-day for providing the best customer service in the world for our players•Participate and contribute, as the SME for EA central services and game integrations, on large cross-functional projects that may be impactful to CE and EA•Rely on the operational knowledge of internal and external product users to understand how they can continue to improve on how they use the respective tools and systems•Identify and mitigate product risks once in the production environment

As a User Acceptance Test Lead I: • Participate in agile program and project planning to identify the scope, approach, and deliverables for the UAT team while also identifying and reporting on risks to the UAT Manager or team members using the daily agile / scrum standups.• Draft and execute test plans and test scripts based on elicited requirements from program/project planning and stakeholders while aligning them to the Technical and Business Requirement Documents.• Work collaboratively with QA, Dev, Program Managers (Product Owners), Project Managers, stakeholders, and others in a respectful way to help drive solutions. • Regularly review UAT regression and previously deployed services in Production environments to ensure ongoing success of sustaining tools. • Execute or oversee the regular creation and updates to UAT documentation. Including: process, environment information, account info, and other info critical to UAT success in Confluence• Lead the UAT efforts for automation using Selenium and collaborating with our Quality Engineering team to forcast, plan and develop new technology for automation efforts across gaming consoles and PC using our internal gaming engines and custom plugins.• Create LoE (Level of effort) for our automation and project efforts along with Test Plans, BRD's and take part in Sprint Planning meetings. • Create Runbooks and onboarding material for candidates joining the teams and projects• I also wrote up Business Requirements Documents (BRD) with user stories for the automation efforts and reviewed with stakeholders.• Act as Product Owner for automation efforts for the integration of game data, build strategy, requirements and execution plans.

As a User Acceptance Tester I: • Work with program managers to give feedback on behalf of end users while we’re creating business requirements • Represent and defend the needs of the end users for the systems they’re testing • Work with technical development and production teams to identify, document, and resolve issues •Attend test checkpoint meetings/roundtables as requested. •Test the integration of API from various games. •Develop Automation tools to automate specific testing such as "Google Analytic Events, Game Data Generation)

• Provide first contact resolution of customer issues via chat, e-mail and Phones, while troubleshooting and handling the most complicated and sensitive of customer inquiries. • Take personal ownership of customer requests and provide a WWCE world-class level of support while maintaining accountability for accurate and timely assistance to our customers. • Provide exceptional customer experience as measured through customer surveys and internal SLAs while maintaining security and confidentiality of WWCE internal information and customer/account information. • While working at EA I have been nominated for a CCMA award for Industry Professional of the Year Customer Service Agent

I joined the first X Labs Advisors team where my responsibilities included: • Testing out ideas in a controlled environment. • Innovate on new ways to improve the business. • Research ideas we generate and work on testing out those ideas.

My duties included: • Ensuring the medical devices where up to quality and packed in the company packaging as swift and accurate as possible. • Ran two parts of a machine rotating with other team members through each night term. • Inspecting each medical device and inspecting the envelope seals to ensure there was no oxygen and the correct amount of argon gas had been deposited into each package.

I started at Zenimax Online as a Tier 1 Customer Support agent. My main duties included : • Providing the best possible customer experience via support in various channels such as Email, Phone, Chat and In Game. • Provide troubleshooting on emerging issues, escalating those to various levels within the business. • Taking part in internal testing servers to ensure quality of the game before launch. • Due to the skills I possess, I was asked to take on extra responsibility revolving around helping out the team with a mix of support skills and technical projects.

I started as part of the eMobile telesales outbound team. Due to accelerated progression I was chosen to be part of the newly found Meteor outbound campaign. Due to my sales quality and consistency at hitting the targets and KPI's, I was moved to a more administrative role in Sales Support. My duties included: • Working both as part of a team and also individually on tasks outside the sales process. • Using my IT knowledge for assisting the teams with any system errors or difficulties to help get the issue resolved quickly. • Pull data from online orders, sort them, process the orders manually on our sales systems and then contact the customers through our online channels. • Process proof of address and photo identification in accordance to our internal policies, cross checking these against our fraud criteria.

My role at Xerox was as a temporary production operator. My duties included: • Ensuring the ink cartridges were filled with toner and packed in the company packaging as swift and accurate as possible. • Running three parts of a machine rotating with other team members through each term. • Documenting each each pallet load of merchandise and weight to ensure the targets where met. • Set up the robots daily for a changeover between products • Perform quality checks at an interval on all aspects of the products.

My role at PC World was as a temporary IT Technician. My duties included: • Repairing physical hardware and software issues with customer computers • Format, wipe systems, replace faulty hardware, clean virus and malware, install software etc • Drive sales along with the sales team and provide refunds for faulty products.

-I worked in Carpet Call PTY in Seven Hills, Sydney. I was promoted to Store Manager and was given additional responsibilities which included ensuring our sales team and store were meeting sales targets, mentoring, training and managing staff schedules and HR duties. -Other duties included setting appointments with customers, store banking daily, and general customer service.• The Reason for leaving was my Visa in Australia was expiring so had to return home.

I started in Flash Global as a direct Sales representative. After 4 weeks of consistently exceeding targets I was given the role of Team Manager.My duties included: • Coaching and training team members on sales techniques and providing after sales support. • Assist the division owner with our overall team targets to drive towards broader company goals

• My role in the company was to provide a positive customer experience through managing daily enquiries. The work involved taking inbound calls from customers about day to day issues and queries.• I hit my target consistently and always provided a positive experience for the customer.• The reason for leaving was due to a temporary contract.