Experience

NESS Corporation

• Australia
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• Research and Development Engineer

  • Sep 2016 - Present

  • Manage cloud infrastructure project for upcoming products• Leverage technical knowledge & experience for future products

• National Technical Support Specialist

  • Aug 2012 - Aug 2016

  • Technical Support for all company products: Alarm Systems, CCTV, Home Automation, Access Control, Electronics• Introduce Knowledge Management process into Support Team• Assist with R&D process on upcoming Internet based products• Assist clients with design of complex Wireless IP based CCTV system• Present products to General public Tradeshows• Present Sales Demonstrations and Training Courses to company clients.



K2Media

• Technical Lead, Web Developer, Sound Engineer

  • Oct 2011 - Present

  • On site & over the phone consulting for clients • Hardware procurement & repairs • All aspects of modern web design for Small business, from concept to implementation via various content management systems & cloud based hosting solutions. • On site & over the phone consulting for clients • Hardware procurement & repairs • All aspects of modern web design for Small business, from concept to implementation via various content management systems & cloud based hosting solutions.



TPG Telecom

• Australia
• Telecommunications
• 700 & Above Employee

• Network Operations

  • Dec 2010 - Oct 2011

  • Assisted in consolidation of multiple company NOC’s to a central location.• Conducting site audits of various company points of presence & data centres• Management of company data centre; provisioning of services & infrastructure.• Routine inspection & maintenance of data centre infrastructure.• Liaising with various service contractors.• Co-ordination of site access to multiple company PoP’s & ”CoLo’s” around Australia• Rapid solution finding for day to day operations of NOC & data centre.• Training of NOC staff in new process’

• Network Analyst/Monitoring

  • Jan 2008 - Dec 2010

  • Development of new monitoring strategies. Utilising Ipswitch Whatsup Gold, OpenNMS & Other proprietary solutions.• Overhauling of existing monitoring setup.• Full time night shift staff member. Monitoring of TPG Network overnight, assessing outages & assigning engineers to resolve them, Building security (only person in the building).• Responsible for monthly emergency UPS & generator tests.• Night shift role working independent of supervision.



Toshiba

• Japan
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Senior Support Technician

  • Aug 2006 - Dec 2007

  • Technical Support of Toshiba Notebooks, Gigabeats (Music/Media Players), Image Projectors, AV Products (TV, Set Top Boxes, DVD/HD-DVD Players). • Troubleshooting customer software & hardware issues. • Troubleshooting corporate client software & hardware issues. • Logging of support calls, courier pickups, warranty spare part shipments via Oracle based CRM/Inventory system • Identified need for easier manipulation of aforementioned data entry system led to co-creation of scripted front end to help speed up call logging times • Identified need for easier management of Tech team knowledgebase, proposed & developed a highly customisable & easily editable Wiki based system which is being considered for implementation. • Involved in initial testing of Windows Vista on compatible notebooks • Responsible for training new staff in Toshiba procedures & technical knowledge, acting as internal support for them • Identified trends in customer queries & contributed to building a new frequently asked questions section on the Toshiba Australia technical support site. • Consistently high performer, exceeding required KPI's while maintaining very high customer satisfaction.



TPG Telecom

• Australia
• Telecommunications
• 700 & Above Employee

• Helpdesk Team Leader, Network Analyst

  • May 2001 - Aug 2006

  • Tier 1 Phone technical support for all major operating systems (Win 9x, NT4, NT5+, XP, Mac). Setting up & troubleshooting customer dialup & ADSL (PPPoE – Layer2, IPOA – Layer3) connections. • Tier 2 Advanced support & troubleshooting, customer call backs (Escalated & Complaints calls). • Tier 3 Internal support & troubleshooting, internal support for help desk officers, internal support for company staff (computer configuration, repairs) • Technical support via email • Face to face support of customers who bring their computers to the head office. • Monitoring of TPG Network during early morning shifts & daylight hours. • Administrator of network monitoring equipment. (Ipswitch – Whatsup Gold/Pro) • Compilation of NEC Queue-Master logs showing performance of technical support group using proprietary software. • Pabx system design & feature implementations. (Recording of voice messages, queuing structure streamlining.) • Training & orientation of new help desk officers • Responsible for research & development of new procedures & documentation • Documentation of new features in software & hardware that affect company staff & users (for e.g. Initial staff training of new features in the Windows XP SP2 release that heavily affected networking customers) • Supervision of help desk officers • Interview prospective employees & gauge customer service & technical support skills • Full time night shift staff member. Monitoring of TPG Network overnight, assessing outages & assigning engineers to resolve them, Building security (only person in the building). • Responsible for monthly emergency UPS & generator tests.



Optima Dynatechnics

• Repair Technician/ Technical Support

  • Jan 1999 - Dec 2000

  • Conducted repairs on broken computers, peripherals, printers, etc. • Conducted run up tests on new computers. (OS Installation etc.) • Assisted customers with telephone enquiries. • Instructed customers on how to operate their new machinery. • Attained a large amount of experience with Compaq & Toshiba laptops (RAM Upgrades etc.) • Customer product procurement/ Sales Assistant (Helped customers choose correct hardware/software for their applications) • Conducted repairs on broken computers, peripherals, printers, etc. • Conducted run up tests on new computers. (OS Installation etc.) • Assisted customers with telephone enquiries. • Instructed customers on how to operate their new machinery. • Attained a large amount of experience with Compaq & Toshiba laptops (RAM Upgrades etc.) • Customer product procurement/ Sales Assistant (Helped customers choose correct hardware/software for their applications)