Service & Operations Specialist
Aug 2019 – Present
Member of the Operations Team responsible for deploying, customising, monitoring and supporting the OFS Manufacturing
Efficiency Software. A SaaS platform hosted primarily in AWS.
- Led comprehensive technical onboarding for 30+ new companies and 60+ new sites worldwide over 5 years,
including scoping of technical requirements, hardware and software configurations, cloud instance deployments and
personalised support.
- Played a key role in the company's international growth objectives, hiring technical talent and overseeing
technical operations for the US market, including a three-month overseas assignment.
- Pursued continuous professional development and applied the knowledge to address customers unique
requirements for software customisations, resulting in enhanced customer satisfaction, increased retention and additional
paid services work for OFS.
- Developed and implemented monitoring strategies that improved system uptime for OFS Cloud customers to above
99.9%
Office365 Technical Suppport Officer
Oct 2018 – July 2019
RMIT Information Technology Services
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Melbourne City Campus
Part of a change management team that assisted staff and students at RMIT with their migration to Office365.
Responsibilities encompassed user training, technical support provision and incident communication to the broader
ITS team.
- Provided comprehensive technical support for installation and personalisation of applications to address
individual user requirements.
- Documented detailed records of successful migrations and processed user feedback to inform continuous
improvement initiatives.
- Delivered tailored training sessions to academic and administrative staff, resulting in improved adoption rates
across faculties.
IT Analyst (Industry based work placement)
Jan 2017 – Dec 2017
ExxonMobil
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Southbank
Served as a primary IT support channel for ExxonMobil, with responsibilities that entailed direct engagement with
internal clients and IT consultation across diverse business contexts.
- Delivered 1st and 2nd level IT support for both on-site and remote users within a complex enterprise environment.
- Functioned as the initial point of contact for all IT-related enquiries via multiple communication channels
including email, telephone and face-to-face interactions.
- Resolved an average of 30 technical support cases weekly whilst maintaining excellent client satisfaction ratings.