Below are some of the notable companies and projects I’ve worked on throughout my career:

NW Computing

2019 – Current
Melbourne, Australia

Microsoft Azure and Cisco Meraki certified.

Level 3 Technical Team Leader for a team which has more than doubled in size and expanded internationally since joining.

Infrastructure lead for a nation-wide client Azure cloud platform, plus supporting several other client’s cloud migration, production infrastructure, networking and onsite resources.

Escalation point for complex tickets, P1 incidents, mitigation of security incidents and client feedback.

NW Computing is a Managed IT Service Provider (MSP) supporting businesses across the Asia Pacific region to efficiently and securely use cloud technologies.

Alghanim Industries

2015 – 2019
Kuwait, Middle East

Appointed as VIP IT Executive Support, an all-encompassing role to comprehensively support the top executive management in the head office, as well as their assistants, the office environment, network and technology refreshes, improvements, migrations, software rollouts and more.

Coordinating projects with tight deadlines, liaising with suppliers, vendors, contractors and all areas of IT & management, while keeping abreast of movements and trends in the IT market at large are just part of my responsibility.

Key accountability includes driving forward the integration and usability of all facets of IT, complying with security best practices, coordinate time-critical projects amongst multiple business units and external consultants.

Selected Highlights Include:

• Instrumental in delivering multiple projects
• Selected to represent IT in a companywide GALLUP initiative

* Additional details & responsibilities withheld for security reasons.

Alghanim Industries is one of the largest conglomerates in the Middle East region, with over 35 companies in everything from Oil & Gas, to Banking, Retail Electronics, F&B, Automotive and more. A multi-national company, with operations around the world.

AAPT / TPG

2013 – 2015
Melbourne, Australia

Appointed as a Level 2 Network Support technician and served an essential role in a number of migration projects, provided jeopardy management for complex faults and VIP Top-20 customers.

Key accountability included network migration supervisor, primary escalation point for migration issues, jeopardy case and customer management, team workload management, provider quality assurance, and handling customer escalations.

Selected Highlights Include:

• Supervised nation-wide customer-facing migration projects and worked closely with management to achieve greatly improved customer satisfaction by reducing resolution times of any high-profile faults.
• Earned the respect of senior management through my proficient handling of fault escalations, jeopardy management and authoring of comprehensive technical documentation.

AAPT is a premium, business focussed, nationwide Telephony and Internet provider, offering data, cloud, voice, internet and mobile services for business, government and wholesale customers, via its extensive national network.
TPG, which specialises in residential and small and medium enterprises, acquired AAPT in a strategic investment to become the second biggest telco in the country.

NEC, Nextep Broadband

2017 – 2013
Melbourne, Australia

Appointed as initially a Level 2 network support engineer as part of a small team reporting directly to the Operations Manager, I later worked closely with Level 3 network engineers, as essentially a Level 2.5 engineer, working on the more difficult faults, outages, ongoing problems in the core network, handing escalations, post incident analysis and report preparation including mitigation plans, and proactive network monitoring. Specialised in the latter stages in VoIP faults and deep packet analysis.

Key accountability included work closely with upstream providers to resolve outages, congestion and facilitate migrations. Primary escalation point for VoIP & complex data troubleshooting using Wireshark packet inspection for broadcast storm, routing, and packet loss issues on a national level as the trusted VoIP specialist in the team.

Selected Highlights Include:

• Established a solid trust relationship as a capable network engineer with management, level 3 engineers and field techs.
• Conducted post incident investigations into national level outages in Ethernet, Fibre, NBN, MPLS Networks, VoIP, etc.
• Tackled advanced VoIP & data troubleshooting using Wireshark packet inspection and became a trusted VoIP specialist, assisting the engineering team with complex customer faults.
• Proactive network monitoring using Cacti, Nagios/SNMP, and 24×7 support of Cisco & Juniper core network equipment.

Nextep Broadband is a nationwide business-grade Internet provider, providing services exclusively to small and medium enterprise customers. They owned and operated a nation-wide network of exchanges and subsequently partnered with the National Broadband Network.

Evatech – Online Computer & Parts Sales

2011 – Present (Consultant)
Melbourne, Australia

• Full administration of a Linux VPS
  • Ubuntu Linux server
  • Apache
  • MySQL
  • PHP
  • Mail Server
  • IPTables firewall
• Full automated & remote backups
• Secure shopping cart
• E-mail system notification
• Troubleshooting Apache/MySQL/PHP performance issues on website
• PHP/Apache performance tuning
• DDoS mitigation
• Server log analysis

Proudly supporting Evatech

Evatech provide Australia’s best custom computers at the best prices without any compromise in quality, performance or customer service. Reasonable shipping rates all around Australia!

Technicalities Group Consulting

2007 – 2007
Melbourne, Australia

Appointed as a Quality Assurance Manager for a team of 7 technical sales members and franchisees to assure quality delivery to customers, handled complaints and followed up technicians’ site visits with courtesy calls or in person.

Key accountability included providing professional guidance to team members so they could better serve clients, significantly improve overall customer satisfaction, quality control and overseeing small to medium enterprise business projects.

Proudly supporting Technicalities Group Consulting

Technicalities is a computer consulting group who pride themselves on getting to know and understand their customers so they can provide them with the right solutions for their business.

Mercedes-Benz Financial Services

2004 – 2007
Melbourne, Australia

Appointed as a Support Desk member initially, where I rose to the role of Supervisor, reporting directly to the Head of Infrastructure. I implemented an ITIL-aligned incident management system, virtualisation of production servers, SOE process creation, testing, rollout, and AD migration.

Key accountability included providing support for over 180 staff nation-wide, monitored fault queues and team workloads, escalating issues with management, negotiating with vendors, administering network infrastructure, server, desktops and printers.

Proudly supporting Mercedes-Benz Financial Services

Mercedes-Benz Financial Services Australia provide a full range of finance and insurance products for commercial and individual customers within the Mercedes-Benz group of vehicles across Australia and New Zealand.

Portelli & Co Lawyers: Family Law & Conveyancing

2003 – 2018
Melbourne, Australia

• Full administration of a Linux server
  • Ubuntu Linux server
  • Apache
  • Samba file & domain controller
  • Squid proxy cache
  • Cron scheduler
  • DHCP3 server
  • NUT UPS monitor
  • NTP server
  • Linux Software RAID (mdadm)
• Full automated & remote backups
• Mail notification of any system issues
• Management of all switches, routers, wireless access points
• Customised Joomla based website (Apache, MySQL, PHP) (decommissioned)
• Office VBA custom macros

Proudly supporting Portelli Lawyers

Portelli Lawyers has been specialising in family law for over 50 years in Melbourne’s south east. They can handle all your conveyancing, will, probate, immigration, business, commercial lease and court matters.

STA Travel

2003 – 2004 (2x Contracts)
Melbourne, Australia

• Support for 120 branches and 700 PCs both nationally and internationally during multiple software roll-outs & AD migration
  

Please visit STA Travel for all your flights, hotels, tour & insurance deals.

RMIT University – Melbourne

2003 – 2004
Melbourne, Australia

Provided technical assistance to students and staff via email, phone and in person

• Used University-wide INFRA helpdesk software to track and manage calls and prioritise requests, including call escalation
  • Account creation, management and suspension (e.g. violation of acceptable use policy)
  • Internet/Apache support/web-related issues
  • Programming/maintenance of Unix scripts, C & Java
  • Unix process management on heavily loaded systems
  • Other issues (mail, newsgroup, print queues, quotas, proxies, software usage, viruses, etc.)
  • Trained new staff on helpdesk procedures and INFRA helpdesk Software

Please visit RMIT University for all your undergraduate, postgraduate, diplomas, certificates, apprenticeships, traineeships and short courses requirements.