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Work Background
TelstraSenior Incident Manager
Oct. 2018 - Jan. 2021Melbourne, AustraliaCoordinating and facilitating major issue resolution including IT fixes, customer remediation and recompense/recovery activities across Billing, Credit Management and other functions
handle.fiSenior Software Developer
Aug. 2018 - Jul. 2024Australia* Graphic, web and UX/UI design primarily using Figma
* Frontend development - React, Typescript, HTML, CSS, Sass/Scss
* Desktop and mobile/PWA
* Integration with TradingView charting
* Integration with Dynamic for onboarding of customers/wallets
* GitHub and associated technologies e.g. GitBook - intergrating multiple repositories such as frontend, website, SDK and component library
* Vercel/Cloudflare hosting
* Digital Ocean backend
* GraphQL DB
* Using in-house and external APIs such as Coingecko, twelvedata, etc.
* Node, pnpm/yarn, Vite
* Implementation and building of Cypress E2E test suite
N4DesignDesigner & Developer
Apr. 2018Melbourne, AustraliaUsing innovative and 21st century digital tech to deliver sites, apps, data sources, analytics and insights.
TelstraBusiness Operations Manager
Nov. 2017 - Oct. 2018Melbourne, AustraliaLeading a number of teams focussed on error management looking to transform and streamline the functions through root cause fixes, new tools and front ends and/or automation to prevent errors, assure revenue and improve first-time-right and customer satisfaction.
TelstraSenior Project Specialist
Oct. 2014 - Nov. 2017Melbourne, AustraliaEnd-to-end Business Project Management of major revenue integrity and/or billing issues where there is significant customer financial and/or Telstra revenue impacts. The aim is to ensure bill accuracy, minimise negative customer experience, improve customer advocacy and meet revenue targets. Specifically running 2 main projects:
* End-to-end project management of a remediation program focusing on managing c. 100k small business account related issues and net $17M leaked annual revenue, involving developing a direct remediation and communication strategy across muitliple root causes executed through a team of 80 FoH agents and BoH team of 30, plus coordinating delivering program of IT fixes;
* Stream lead of a $30M program of work spanning 3 years and delivering product changes, IT fixes, automation and customer facing initiatives;
* Secondment as Project/Operations Lead for Telstra International Accounting Services
Service StreamHead of Service Operations
Aug. 2013 - May. 2014Melbourne Area, AustraliaICT Operations lead role for a utilities and government focussed service provider managing wall-to-wall Infrastructure, Network & Security, Service Management & Governance functions. Includes Service Desk and all ITIL processes, desktop and remote/in-field mobile and PDA support. Leading edge user of ServiceNow beyond pure ITIL and lean and efficient operation driven by business imperatives and lack of scale...
N4DesignGraphic Designer, Web Designer, Web Developer & Owner
Apr. 2013Melbourne, AustraliaMy own business doing freelance and contract work including most recent role. Graphic design (digital & print), web design, web development, web-site management, social media set-up and management, domain and SEO set-up including consultancy and advisory roles for small businesses and start-ups. Projects:
* handle.fi - start-up crypto perpetuals trading app - senior frontend designer/developer
* Hut34/OnRamp Technologies - frontend design & development for a blockchain startup including website rework incorporating such technologies leveraging Firebase as a backend
* Seeva - Web design and development for a start-up in the disability services arena
* Good Thyme Gourmet - ground up logo, branding, graphic design, web-design and build, SEO, social media integration and marketing, print design, signage and ongoing digital strategy, marketing & integration
* Black Rock Bowling & Tennis Club - revamping the web-site and consulting on digital strategy including systems/process integration and social media
* CoolKid Psychology - logo, branding and web-site re-design, re-hosting, security/back-ups, including managing the web-site being hacked and having to be rehosted and recovered
* Crabtree's Smokehouse - logo, branding and labels
* Practical Everything - logo/branding
* Nature's Essentials Muesli - logo, branding, graphic design - digital and print, web-site design/build/admin, FB
* The Artisan Pantry - logo, branding, graphic design - digital and print, web-site design/build/admin, FB
* Black Rock Primary School Fete - graphic design, artwork and signage
* Backend production system for small food businesses Adobe Suite (Illustrator, Photoshop, InDesign, Dreamweaver)
HTML5, CSS3, JavaScript/jQuery, PHP, MySQL
Native HTML/CSS3 or Wordpress/Drupal
WAMP, Node.js
Woocommerce, Opencart eCommerce
Windows, Mac OSX
Responsive, Mobile-first, cross browser
GE Capital ANZService Management Leader
Aug. 2011 - Apr. 2013Richmond, VictoriaStarting as a secondment, but quickly developing a strategy to align to the CEO's vision of customer service delivering business value proposition and partnership by taking an under-performing, inefficient and unfocused contract service delivery team to a best practice, ITIL aligned, customer focused, permanent, accountable and professionally run customer service team aligned to KPIs/SLAs and delivering service through multiple channels from Techbar, revised portal leverage, click-to-chat, self-help and Service Manager function to traditional phone services and tool set review and refresh.
GE Capital ANZService Management and Mainframe Leader
May. 2010 - Aug. 2011Built a professionally run, customer service oriented, ITIL aligned customer service team and ITIL functional team
GE Capital ANZMainframe/iSeries Support Leader (ANZ)
May. 2006 - May. 2010Leading teams that support the production receivables systems and applications for all GE Money ANZ's Scheme Credit Card, PLCC, In-store Loans, Store/Business Cards and Personal Loans. zSeries and iSeries, 6 LPARS, over 7MM accounts
GE Capital ANZProduction Support Leader (Motor Solutions)
Oct. 2004 - May. 2006Leading a team supporting the systems and applications running the GE Money ANZ Motor Solutions origination, receivables and wholesale products
GE Capital ANZDBA, Systems Administrator, Systems Programmer
Aug. 2003 - Oct. 2004Performing all DBA, systems programming and administration roles for both development and production of GE Money ANZ's Motor Solutions environment
AWBDBA, Systems Administrator, Systems Programmer
Nov. 2000 - Aug. 2003Performing all DBA, systems programming and administration roles for both development and production of AWB's environment
KomatsuDBA, Systems Administrator, Systems Programmer
Jul. 2000 - Nov. 2000Performing all DBA, systems programming and administration roles for both development and production and designing and developing a DWH ETL solution for Komatsu
ASICDBA, Systems Administrator, Systems Programmer
Jun. 1999 - May. 2000Performing all DBA, systems programming and administration roles for both development and production of ASIC's environment
IBM Global ServicesDBA, Systems Administrator, Systems Programmer
Jun. 1994 - May. 1999Performing all DBA, systems programming and administration roles for both development and production for IBM Globals Services on behalf of Next Group, Equifax, Irontrades and LDV including Adabas/Natural & CICS/Cobol/DB2
Software AGLecturer, Consultant
Apr. 1989 - May. 1994Providing training, pre-sales support and consultancy to Software AG's customer base across UK and overseas (Switzerland, Iceland, Bahrain)
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