TACTICAL OPERATIONS LOG
Field-tested experience across corporate infrastructure, service delivery, and engineering management. 14+ years of operational excellence from local government to global tech companies.
TECHNICAL SUPPORT ENGINEER
Ferocia | Melbourne (Hybrid)
Doing things.
KEY ACHIEVEMENTS:
- Maintained critical IT infrastructure and fleet of 100+ devices
- Managed Jamf MDM deployment and ongoing device operations
- Designed and implemented operational procedures and documentation
- Provided first-class white-glove IT support and onboarding experiences
CORPORATE ENGINEERING MANAGER
Ferocia | Melbourne (Hybrid)
I run stuff.
KEY ACHIEVEMENTS:
- Managing corporate IT infrastructure and engineering systems
- Coordinating strategic technology initiatives across teams
- Optimizing operational workflows and team collaboration
- Maintaining alignment between technical systems and business objectives
TECHNICAL SUPPORT ENGINEER
Ferocia | Melbourne (Hybrid)
Keeping the IT lights on daily—managing infrastructure, devices, and user support. Also handling doors and the occasional plumbing situation.
KEY ACHIEVEMENTS:
- Maintained critical IT infrastructure and fleet of 100+ devices
- Managed Jamf MDM deployment and ongoing device operations
- Designed and implemented operational procedures and documentation
- Provided first-class white-glove IT support and onboarding experiences
SERVICE DESK LEAD
Redbubble | Melbourne
Led a service desk team of 3, managing day-to-day IT support operations for Bubblers with weekly 1:1s, team syncs, and cross-departmental coordination.
KEY ACHIEVEMENTS:
- Conducted weekly 1:1s and team performance development
- Managed service desk operations and ticket prioritization
- Improved team collaboration and knowledge sharing
- Liaised with departments to optimize IT service delivery
IT SUPPORT TECHNICIAN
Redbubble | Melbourne
Provided first-class IT support to Bubblers, from white-glove device setup to memorable inductions. Managed Google Workspace, Okta, Jamf, and daily macOS fleet support.
KEY ACHIEVEMENTS:
- Onboarded 50+ new employees with custom-designed IT inductions
- Built comprehensive IT knowledge base and documentation
- Managed Google Workspace, Okta, and Jamf MDM operations
- Revamped IT induction process with character and personality
SERVICE DESK AGENT
Kineo (Asia Pacific) | Adelaide
Provided technical support for Totara LMS and SCORM eLearning packages across enterprise and SMB clients. Specialized in translating 'developer' into readable explanations.
KEY ACHIEVEMENTS:
- Supported 100+ clients across education and enterprise sectors
- Diagnosed and resolved complex SCORM and LMS integration issues
- Translated technical concepts between development teams and clients
- Participated in daily developer stand-ups to raise urgent issues
PRODUCT SPECIALIST - AT HOME ADVISOR
Apple | Remote (APAC/US)
Provided iOS L2 and macOS L1 technical support for customers across APAC and US regions. Handled escalations, bug reports, billing concerns, and fraud investigations.
KEY ACHIEVEMENTS:
- Maintained top 10% customer satisfaction ratings
- Diagnosed and troubleshot iOS/iPadOS and macOS technical issues
- Handled supervisor escalations for repairs and customer concerns
- Documented and escalated bugs to engineering teams
SERVICE DESK OFFICER
Dept. of Correctional Services SA | Adelaide
Contract role providing technical support across South Australian corrections network. Managed z/OS Mainframe systems, Active Directory, and Exchange services.
KEY ACHIEVEMENTS:
- Triaged support requests across corrections network infrastructure
- Worked with z/OS Mainframe system and Active Directory
- Created user accounts and managed access via Mainframe and AD
- Managed walkups and remote support for technical issues
FRONTLINE SUPPORT - IT RESIDENCY PROGRAM
Google | Sydney
Residency program providing multi-platform support (macOS, Linux, Windows) via text chat, phone, and video. Managed local Techstop walkup support and served as team go-to for complex issues.
KEY ACHIEVEMENTS:
- Supported Mac OSX, custom Linux, and Windows across global staff
- Self-managed workload of concurrent chats plus ticket queue
- Provided leadership and problem-solving for team members
- Managed walkup support at Sydney Techstop with high technical standards
CUSTOMER SERVICE REPRESENTATIVE
Internode | Adelaide
Provided technical support for ADSL, NBN, and WDSL services. Troubleshot faults, interpreted diagnostic data, and improved service through NPS feedback.
KEY ACHIEVEMENTS:
- Diagnosed and resolved ADSL, NBN, and WDSL technical faults
- Learned modem/router interfaces to guide customers through configuration
- Developed relations with internal departments for information gathering
- Participated in team events and contributed process improvement ideas
IT SUPPORT OFFICER
Town of Gawler | Gawler, SA
Increased helpdesk efficiency, developed universal system images for rapid deployment, and maintained Town of Gawler website. Worked with Server 2008 R2/2012 and Active Directory.
KEY ACHIEVEMENTS:
- Reduced hardware deployment time from 3 weeks to 1 week
- Developed universal system image for corporation-wide deployment
- Investigated new hardware including tablets and VMware Thin Clients
- Maintained Town of Gawler website through Unity CMS
DIGITAL LOCAL GOVERNMENT PROJECT OFFICER
Town of Gawler | Gawler, SA
Led video conferencing and unified communications project for Town of Gawler and community. Managed vendor selection, infrastructure implementation, and community training.
KEY ACHIEVEMENTS:
- Created framework for video conferencing facilities for community use
- Worked through tender process and vendor selection
- Implemented unified communications into existing infrastructure
- Developed training plans for community service accessibility
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