I'm a keen problem solver and solution designer looking for unique challenges that require lateral thinking, high-level planning, and an ability to push the boundaries of what's possible. I need to be a part of a team that helps people and genuinely improves their quality of life.
- Education
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Client Support, Network Administration
Information Technology
TAFE SA in Adelaide 2004-2005
- Career Highlights
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Creation of "Sherlock" Frontline automated troubleshooting tool
Problem Statement: Front-line support agents needed twenty systems to troubleshoot a customer fault and average thirty minutes to resolve a problem.
Solution: Creation of an extensible solution that takes a single input and performs automated testing across multiple systems.
- Allows an agent to focus on the customer
- Performs next-best-action
- Ensures proper creation of trouble-tickets within minutes
- Allows process designers to engineer and maintain complex flows
Development of "The Framework" A collection of best-in-class software and practices
Problem Statement: Previous development was done via ad-hoc scripts in PHP or Autohotkey
Solution: Creation of a single API and frontend framework that allowed for rapid development.
- Trained and supported five other developers
- Introduced version control and code review
- Maintained and enhanced the codebase with tools and scripts for easier development
- Skills
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Front End
- Javascript/Typescript (including Vue.js)
- Ajax/Promises
- CSS
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Back End
- API development (primarily PHP)
- Database design and complex SQL (MySQL, Oracle, Teradata)
- 'Nix (shell, cron, scripting)
- Version control
- Development of documentation
- Experience
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Programmer Singtel Optus, 2017 - Present
- Development of API and front-end frameworks for team use
- Introduction of version control best practices
- Prototyping, MVPs
- Bug tracking, resolution
- Train and upskill junior developers
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Software Development Singtel Optus, 2013 - 2017 (Concurrent)
- Rapid development of team software
- Standardisation of software development
- Data gathering and reporting
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Third Tier Technical Support Singtel Optus, 2013 - 2017 (Concurrent)
- Support of geographically dispersed teams
- Network monitoring
- Specific focus on complex problems with niche technology
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Second Tier Technical Support Singtel Optus, 2011 - 2013
- Support of geographically dispersed teams
- Complex problem solving and troubleshooting
- Problem assessment, triage and dispatch
- Development of specialised software
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Frontline Technical Support Singtel Optus, 2010 - 2011
- Help desk role
- Technical support of 60 products
- Billing and account inquiries
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Computer Support Technician Department of Education and Children's Services, 2005 - 2010
- Support and troubleshooting
- Network maintenance and management
- Website development
- References
- Available on request