Summary
Technical generalist with 6+ years of experience across cloud infrastructure, customer success, and software operations. Known for bridging the gap between technical complexity and clear communication — whether onboarding enterprise clients across time zones, building internal tooling, or troubleshooting production systems. Comfortable with APIs, scripting, AI tooling, and infrastructure, with a consistent focus on enabling customers to get the most from the products they use.
Skills
Experience
Service Desk Analyst → Service & Operations Specialist
Aug 2019 – PresentMember of the Operations Team deploying, customising, monitoring and supporting OFS Manufacturing Efficiency Software — a SaaS platform hosted primarily in AWS.
- Led technical onboarding for 30+ companies and 60+ sites worldwide over 6 years, scoping requirements, configuring hardware and software, deploying cloud instances, and delivering personalised support.
- Played a key role in international expansion — hired technical talent and oversaw operations for the US market during a three-month overseas assignment, and currently supporting multi-site business opportunities across the EU region.
- Built and maintained monitoring strategies that improved uptime for cloud customers to above 99.9%, using BetterStack, CloudWatch, and custom alerting.
- Applied continuous self-directed learning to deliver customer-specific software customisations, and drove experimentation with AI tooling — building an AI-powered knowledge base, designing support triage workflows, and assessing platform suitability for expanding in-product AI features.
- Served as the primary point of contact for complex customer relationships, conducting regular reviews and managing escalations across APAC and North American time zones.
Office 365 Technical Support Officer
Oct 2018 – Jul 2019Part of a change management team assisting staff and students with their migration to Office 365.
- Delivered tailored training sessions to academic and administrative staff, improving adoption rates across faculties.
- Provided technical support for installation and personalisation of applications to meet individual user requirements.
- Documented migration outcomes and processed user feedback to inform continuous improvement initiatives.
IT Analyst (Industry Placement)
Jan 2017 – Dec 2017Primary IT support channel within a complex enterprise environment, engaging directly with internal clients across diverse business contexts.
- Delivered 1st and 2nd level IT support for on-site and remote users, resolving an average of 30 cases weekly.
- Served as the initial point of contact for all IT enquiries via email, phone, and in-person channels.