• Triaging and actioning internal stakeholders requests using IT service management (ITSM) practices and tools (ServiceNow).
• Resolving Incidents and Problems efficiently, utilising ITSM practices.
• Raising Change Requests in accordance with ITSM.
• Administering team GitLab instance including server maintenance, upgrades and patching.
• Manage cloud resources and policies with Infrastructure as Code (Terraform).
• Deploy infrastructure using VMware's vRealize Automation (vRA).
• Monitor internal infrastructure expenditure and performance using cloud-native tools such as AWS Cost Explorer and Compute Optimizer.
• Deploy, manage and maintain a suite of Docker container images for internal tooling as well as consumption by app teams.
• Optimised deployment pipelines for secure and more reliable production releases.
• Monitoring and addressing AWS Security Hub findings.
• Monitoring and maintaining custom AWS CloudWatch dashboards for critical network connections
• Maintaining a static, highly available 'down for maintenance' page (maintenance.ato.gov.au) for the organisation and application teams, using AWS CloudFront.
• Managing work backlog items and tasks in Azure DevOps and planning work and projects using Agile project management methodology.
• Complete other engineering tasks as directed by technical lead.
• Project work, including but not limited to:
  • Migrating from GitLab to Azure DevOps.
  • Implementing Single Sign-On for AWS within the organisation.
  • Security remediation.
  • Platform uplift in security classification.

• Performed Identity and Access Management related tasks e.g., creating new AWS multi-environment accounts and new user cloud accounts.
• Making changes to infrastructure with Infrastructure-as-Code (Terraform) and CI/CD (GitLab Pipelines).
• Managing IAM policies, groups, and roles.
• Managing internal requests using ITSM (ServiceNow).

• Assisted with the scheduling of a $2.5B registry transformation program.
• Conducted widget readiness sessions.
• Documented internal processes.

Key Achievements:

• Performed acting EL1 IT Technology Specialist role in relief of colleagues on leave
• Led the migration from GitLab to Azure DevOps for AWS platform in a team of three engineers (this included the setup of a new fleet of self-hosted build agents and proxy server, refactoring hundreds of CI/CD pipelines, and mirroring hundreds of Git repositories)
• Participated in overtime to:
  • Assist in migrating the organisation from SharePoint 13 to SharePoint Online
  • Process paper Director ID applications to help clear national, 10-month backlog
  • Contact taxpayers who weren't up to date with their obligations in the lead up to tax-time 2023 to urge them to lodge and/or pay.

As part of the teaching team for IAB207 (AQF Level 7) and IFN557 (AQF Level 8/9) Rapid Web App Development, we teach students the Model, View, Controller (MVC) framework for rapidly prototyping and deploying responsive web apps. The unit leans on technologies such as SQLite/PostgreSQL for the model, HTML and CSS, including Bootstrap, for the view and the Python Flask library for the controller. This unit also introduces students to concepts such as Agile software development principles as well as version control (Git).

• Conduct weekly 2-hour workshops with multiple classes of 25-30 students.
• Teaching the content discussed in the previous week lecture.
• Assessing and grading two/three major assignments.
• Maintain the example code used in each unit.

Key Achievements:

• Asked to perform unit co-ordinator duties one semester for both units while our usual UC was unavailable due to injury
• Granted additional appointments by the university to modernise the unit learning material to keep pace with changing software dependencies and syntax
• Helped improve student engagement and satisfaction by facilitating a transition in direct communication platform from Slack to Discord.

• Call on top 50 JB Hi-Fi, Harvey Norman and Myer stores across Brisbane and the Gold Coast.
• Perform routine technical maintenance on all Bose displays and fixtures in partner stores, as well as display updates and product refreshes.

Key Achievements:

• After delivering highly satisfactory results in my first 6 months in the field, I was offered a contract to support the delivery of training relating to new product releases (though ultimately had to decline having already committed to commencing full-time with the ATO).

• Conduct regular call cycle across South-East Queensland visiting JB Hi-Fi, Harvey Norman and Officeworks.
• Building and maintaining relationships between supplier and stores for a brand with no prior field representation.
• Conduct one-to-one and one-to-many training sessions in-store.

Key Achievements:

• Building relationships in retailer stores for Jabra for the first time as they had previously not had field representation
• Negotiated floor space and provided sales incentives with franchisees.

• Importing daily raw sales data from data cube.
• Extrapolating and manipulating this data using intermediate techniques in Excel to generate a variety of bespoke reporting.
• Providing insights and recommendations to senior retail leadership team (State, Territory and Store Managers).

Key Achievements:

• I was seconded to this role from the Telstra store environment by the state manager, after just three months in store, in recognition of my high performance

• Led a team of three Sales Consultants, MINI Genius and Finance & Insurance Manager.
• Designed bespoke and targeted local marketing campaigns to drive business within our Prime Marketing Area.
• Responsible for inventory management including ordering and buying stock.
• Responsible for target achievement, sales reporting, and supplier rebate negotiation.

Key Achievements:

• Promoted from sales consultant to assistant sales manager before being promoted again
• #2 and #1 for (individual) sales nationally (MINI Academy winner 2016 and 2017)
• Runner-up MINI Dealer of the Year 2017

• Sales and product coaching for Samsung Brand Ambassador program as well as retail partner staff (Telstra, Optus, Harvey Norman, JB Hi-Fi and others).
• Confidently presenting training material to both small and large audiences (1-100+).
• Developing and executing training curriculum.
• Presenting on new product and in-market devices to both B2B and consumer segments.

Key Achievements:

• Soon promoted from Samsung's in-store brand ambassador pilot program to L&D
• Delivered training remotely via Webex, an organisation first (in 2014 to support the Galaxy S5 launch)
• Contributed to organising and delivery of the Galaxy S6 launch to all Telstra QLD staff at GoMA
• Trained 300 staff over 10 nights at Samsung's Brisbane HQ to support the Note 4 market launch.

• Growing Small Business sales in the retail sector.
• Training and coaching of other store members with KPIs focused on increasing their sales.

Key Achievements:

• Recognised at quarterly state sales awards every quarter while there for performance in the top 1-3.

• Conducted regular training sessions for the reseller partner staff to improve their product knowledge and sales skills.
• Developed and maintained strong relationships with key customers and stakeholders to help drive business growth.
• Exceeded sales targets of all Apple products including AppleCare and accessories.

Key Achievements:

• Mac unit sales above 100% to target every month
• AppleCare attach rates above benchmark every month.

• Managed day-to-day operations of the computer department, ensuring efficient and effective delivery of sales and customer service.
• Trained, supervised and led a team of sales staff with a culture of high levels of product knowledge and customer service standards.
• Achieved departmental sales targets through effective merchandising, execution of promotions and staff training.

Key Achievements:

• Promoted from the warehouse and to Hi-Fi sales, before the IT department co-ordinator role
• Supported by store manager and regional managers in both countries to move from New Zealand to Australia
• Consistently achieved and exceeded personal and departmental sales targets.

• Testing web-based software developed in-house for bugs as well as usability and compatibility issues in different browser and OS environments.
• Junior sysadmin, hosting and DevOps tasks.