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Business-minded and enthusiastic with the ability to apply skills accurately and methodically under pressure. Strong communication skills across all levels of management as well as the ability to work as a member of a team or as an individual in the resolution of problems for the benefit of the business.


Oct 2017Present

Service Delivery Manager

Eclipx Group

ASX listed Fleet and financial services provider.

  • Owner of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews.
  • Managing a team of 11 L1, L2 and L3 engineers across Australia and New Zealand.
  • Ensuring Service Delivery Team met SLA for resolution and first-time response.
  • Create monthly ITIL reports and management updates for senior stakeholders.
  • Implementation of DarkTrace AI Cyber Security across cloud and On-Prem networks.
  • Implementation of New Relic application and infrastructure monitoring across On-Prem and Google Cloud.
  • Replacement of legacy helpdesk system with Jira Service Management. 
  • Implementation of monthly Sophos Cyber Security staff training to increase security awareness.
  • Managed several projects to reduce cost and streamline processes including several Data centre migrations across newly acquired business entities.
  • Coordinated and conducted annual disaster recovery plan for all critical IT systems.
  • Escalation point for stakeholders across multiple business entities.
Aug 2016Oct 2017

IT Support Manager

Manpower Group

 A world leader in workforce solutions.

  • Interviewed, trained and coached the team to become a reliable, knowledgeable and customer-focused Helpdesk.
  • Successfully tested and implemented a new Helpdesk ticketing system to greatly improve agent efficiency and feedback to customers.
  • Introduced standard processes and procedures for incident management, user management, KPI and SLAs.
  • Identified issues associated with the previous Helpdesk through survey data collection and proposed solutions to successfully increase the customer satisfaction rating of the Manpower Helpdesk by 25%.
  • Direct escalation point for more complex or unresolved issues as well as VIP requests.
  • Providing technical support via email, telephone and face to face for 500+ users based across Australia and New Zealand.
  • Management of team roster including after-hour support.
Apr 2008Jul 2016

IT Support Manager

GAIN Capital

US-based online market trading provider.

  • Successfully grew and managed APAC Helpdesk team across Sydney and Singapore.
  • Incident classification and escalation according to team’s objectives and KPI’s.
  • Staff induction, training, performance reviews and development of team procedure.
  • Successfully implemented software suite LANDesk to provide solutions for device management, OS/Application patching, software distribution and power management.
  • Responsible for providing 2nd level support and fault diagnosis for desktop, server and the infrastructure powering the trading platform and backend systems.
  • Managing relationships with 3rd party suppliers of hardware and communication services.
  • Remote management, software packaging and deployment across the global domain.
  • Troubleshooting market pricing issues, client trade queries and general IT issues.
  • Organised and oversaw two office relocations, one in Sydney the other in Singapore.
  • Administration of email and other business dependent systems.
Nov 2007Feb 2008

IT Support Engineer

Telstra Business Systems
  • Spearheaded the migration from Windows XP to Windows Vista.
  • Writing XML scripts for user data and settings migration.
  • Trouble-shooting Vista bugs and issues.
  • Remote 2nd level support of over 500 users across Australia.
  • Writing user documentation for Vista and Office 2007.
Dec 2005Jun 2007

Technical Support Engineer

City Index

UK based online market trading provider.

Technical Support Engineer

  • Administration of over 300 HP servers across 5 data centres.
  • Responsible for continuous uptime of the City Index server infrastructure.
  • Implemented Solarwinds for fault and network performance monitoring.
  • Provided capacity management reports of City Index’s infrastructure directly to the CTO.
  • Completed multiple HP Blade and SAN implementations including two new data centres and maintained remotely using ILO.
  • Maintained business-critical databases and other crucial in house applications.

Trade Floor Support

  • Provided 24-hour support for desktop and server faults.
  • Supported bespoke in house trading application.
  • Image and SOE deployment.
  • Maintained and supported Exchange 2003, Mail Sweeper and SMTP issues.
  • Active Directory, DNS, DHCP and group policy maintenance.
  • Supported Reuters and Bloomberg and other financial applications
  • Port patching.
  • PC\printer\server hardware installation and maintenance.
  • Supported file and print servers.
  • SQL querying and Database maintenance.
  • Queried and extracted Nice system for FCA trade queries.
  • Resolved Internet trading platform issues for external clients.
May 2004Dec 2005

System Administrator

Maritime Transport Ltd
  • Independently provided 2nd level support for over 100 nationwide users ranging from hardware faults to software installs.
  • Specified and implemented hardware for new offices around the UK.
  • Implemented a network-wide backup procedure for laptops and desktops using BackupExec NetBackup.
  • Administered SQL databases and produced custom reports.
  • Supported desktops, laptops, thin clients and servers.
  • Assisted the successful migration of the Company’s transport system from a terminal mainframe to a SQL based platform.
  • Provided user training for the new Transport platform.
Apr 2001May 2004

Support Engineer

Hutchison Ports UK
  • Member of a 2nd level support team maintaining the port’s network, servers and over 900 workstations.
  • Provided IT support for multiple external companies outsourcing to the POF for systems and infrastructure.
  • Creation of NT and exchange accounts using active directory and exchange 5.5.
  • Provided support for Microsoft, 3rd party products and in-house applications.
  • Windows 2000 and XP deployment across the domain.
  • Hardware and software troubleshooting, including laptop and server.
  • Acquired a high level of knowledge and experience with Microsoft products.



Computer Science and Business Studies

Felixstowe Sixth Form