Resume

Education

• Bachelor of Information Technology, Queensland University of Technology (High Distinction) - 2015
• Diploma of Information Technology (Networking), South Bank Institute of Technology - 2013

Certifications

• AWS Certified Solution Architect (Associate)
• AWS Certified SysOps Administrator (Associate)
• AWS Certified Developer (Associate)
• ITIL Foundations
• Agile Fundamentals
• BMC Remedy Accredited Administrator

Skills

Expertise

• Customer Success
• Delivery Management
• Agile Project Management
• IT Service Management
• Product Management
• Managed Services
• Pre-sales
• Contacts and Commercials

Technical Expertise

• Technical Business Analysis
• Amazon Web Services
• Cloud Architecture
• BMC Remedy / Cherwell
• Office 365
• Jira
• Salesforce
• Hubspot

Professional Experience

Customer Success Manager, Service Quality (Mar 2020 – Oct 2020)

Leveraging my experience as an ITSM consultant and service delivery manager, I was able to lead my customers to success and maximise the value of their investment in the Cherwell Service Management platform.

Managing a portfolio of accounts across private organisations, state and federal government. I was responsible for:

• Renewal and growth targets
• Account Management
• Consulting with sales and pre-sales for relevant opportunities
• Customer roadmap planning
• Project management and consultation with professional services team
• Weekly/monthly touchpoint meetings

Service Delivery Manager, ASG Group (Mar 2018 – Feb 2020)

Managing a portfolio of accounts IT Infrastructure, Applications, and Cloud Managed Services, across various private organisations, state and federal government customers.

Responsibilities:

• Work with executive and senior management units within ICT departments to ensure service delivery expectations are achieved
• Service Management
• Contract Management
• Strategic Architecture Roadmap Planning
• Vendor and Stakeholder Management
• Recommend, deliver, and support solutions that meet the customer’s current and future needs through an end to end delivery lifecycle
• Lead and manage the Technical and Consulting teams
• Build and grow people and practice within the Technical and Consulting teams
• Manage commercials, resourcing, profitability, budgets, and internal reporting for all assigned accounts
• Manage incident, problem and change controls, escalation, and approval procedures (ITIL processes)

Customers:

• Department of Transport and Main Roads (Queensland)
• Queensland Police (Road Safety Camera Office)
• Seqwater
• Virgin Australia
• Blue Card Services (Queensland)
• Queensland Family and Child Commission
• Smart Service Queensland
• Department of Veterans Affairs

Agile Project Manager / Scrum Master, ASG Group (Sep 2017 – Feb 2020)

• As an Agile Project Manager, I successfully delivered numerous internal and external projects. Delivering key initiatives alongside existing customer managed services arrangements.

Cloud Engineer, ASG Group (Sep 2017 – Feb 2020)

• As an AWS Certified Cloud Engineer, I have consulted for a number of customers in the support, administration, and delivery, of Amazon Web Services (AWS) managed services.

ITSM Administrator / Specialist, ASG Group (Sep 2017 – Jun 2018)

• As an ITSM Administrator and Certified in ITIL (ITIL Foundation), I assisted in both internal ITSM processes and tooling (BMC Remedy), as well as with the implementation of ITSM processes and tooling with customers.

AWS Administrator, SMS Management and Technology (Jan 2017 – Sep 2017)

ITSM Administrator / Specialist, SMS Management and Technology (Jan 2017 – Sep 2017)

Management Consultant, SMS Management and Technology (Apr 2016 – Dec 2016)

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