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Australian Government Security Clearance

  • Negative Vetting 1 (NV1)
  • Police Check

Education

  • Diploma Of I.T Networking Cert III (Computer Institute)
  • ITIL Foundations Level 4
  • Agile Methodologies 

Other Qualifications

  • Security Operations Certificate II
  • WHS Policies (White Card)
  • Traffic Control & Implement Plans
  • First Aid - HLTAID011

Highlights

  • Attended Knowledge 2017 Conference – Orlando, USA
    Participated in advanced ServiceNow training and workshops including:

    • Analytic Labs

    • Knowledge Base Labs

    • DevOps Labs

  • Worked on Department of Defense Account
    Contributed to service delivery and support functions within a high-security, mission-critical environment, adhering to strict compliance and confidentiality protocols.

  • Team Lead Experience at a Telstra Service Desk of 30+

Technical Interests

  • Desktop machine building and system imaging

  • Cryptocurrency mining rig setup and optimization

  • Shared network server configuration and management

  • Android application modification and customization

Professional Summary

Results-driven Critical Incident Manager with over a decade of experience in IT service management, major incident resolution, and cross-functional team coordination across high-stakes environments. Demonstrates exceptional capability in leading incident response processes from detection through resolution, with a deep understanding of technical systems, stakeholder engagement, and structured communication protocols.

Proven expertise in navigating complex incidents—including cybersecurity breaches, infrastructure outages, and service degradations—with clear, risk-aware communication tailored for technical, executive, and legal stakeholders. Highly skilled in conducting impact assessments to evaluate business and operational consequences, and performing dynamic risk assessments to inform decision-making during fast-moving or ambiguous situations.

A trusted contributor to mission-critical operations—most notably in roles supporting the Department of Defense, Commonwealth Bank of Australia, and global platforms like Airbnb. Holds NV1 security clearance, and is experienced with ServiceNow, Genesys, AWS, and a wide array of diagnostic, collaboration, and communication tools. Recognized for maintaining service continuity under pressure, elevating user satisfaction, and driving process innovation through data-driven insights and structured post-incident reviews.

Core Competencies

Critical incident communications
Skilled in delivering clear, accurate, and legally compliant communications during high-impact events, including cybersecurity breaches. Collaborated closely with legal, executive, and technical teams to ensure all messaging adhered to internal protocols and external regulatory standards.

Telephony & communications
Extensive experience supporting enterprise telephony and VOIP systems. Diagnosed and resolved copper and fibre connectivity issues, including fibre cuts and exchange-level disruptions. Provided coordination for submarine cable incidents and worked alongside network teams to expedite service restoration.

Documentation & knowledge sharing
Experienced in developing and maintaining structured documentation to support operational consistency and continuous improvement. This includes authoring process documentation, incident response playbooks, and business continuity plans; creating and maintaining priority matrices for effective triage; and contributing to knowledge base articles and internal wikis. Actively promotes knowledge sharing across teams to drive operational alignment and uplift incident response maturity.

Adaptability
I thrive in both collaborative team environments and remote work settings, maintaining strong communication and accountability across all formats. I'm comfortable working rotating shifts—including day, afternoon, night, and extended 12-hour shifts—while staying focused and productive. My interpersonal skills allow me to build rapport easily when attending customer sites, ensuring a professional and supportive experience during technical issue resolution. I'm flexible, reliable, and perform well under pressure, consistently adapting to meet changing operational demands and team dynamics.

Technologies

Strong technical proficiency in a wide range of enterprise support tools and systems. Experienced in end-user support including password resets, Mobile Device Management (MDM), mobile plan administration, Active Directory (user and group policy management), loopback testing, remote desktop troubleshooting, and printer setup and maintenance.

Practical hands-on experience with mainframe environments, particularly OTIS (Operations and Technology Information System), supporting legacy system operations in highly secure and compliance-driven settings.

Proficient in modern workspaces and communication systems, including AWS, ServiceNow Agent Workspace, and Genesys Cloud, to manage incidents, streamline customer support workflows, and handle call routing and escalation in complex enterprise environments.

Advanced user of Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and collaborative platforms such as Microsoft SharePoint, shared network drives, Microsoft Teams, Slack, and Zoom for effective communication, documentation, and team coordination.

Work experience

October 2022present

Critical Incident Manager

Airbnb
  • Oversight and resolution of incidents through structured processes as an Incident Commander, ensuring efficient coordination during critical situations.
  • Facilitation of cross-functional collaboration with global teams, including Product, Policy, and Legal departments, to address incident-related challenges.
  • Execution of impact analyses for accurate classification and prioritization of incident resolutions based on severity.
  • Conduct of technical risk assessments to support informed decision-making under high-pressure scenarios.
  • Communication of complex technical issues in a clear and accessible manner tailored to both engineering teams and executive management.
  • Organization and facilitation of post-incident review meetings aimed at identifying process improvements and recommending innovative solutions for recurring challenges.
  • Development and implementation of strategies to enhance incident response efficiency across diverse operational domains within the organization.
  • Contribution to a culture of continuous improvement by identifying trends from incidents to proactively mitigate future risks.
December 2020October 2022

Service Desk Senior Officer

Capgemini
  • Addressed incidents and service requests for a wide spectrum of users, including machine operators and corporate staff at BlueScope Steel.
  • Provided Level 1 and Level 2 technical support for devices such as laptops, desktops, RF Gun scanners, printers, and phones.
  • Delivered IT support through multiple channels, including phone calls, chat interfaces, and in-person assistance.
  • Utilized remote access tools to diagnose and resolve technical issues efficiently over the phone.
  • Acquired in-depth knowledge of steel production processes through induction programs and site tours to better address production-related IT faults.
  • Ensured seamless IT support for critical operations within the steel manufacturing environment.
  • Contributed to maintaining operational stability by effectively handling user-reported issues in a timely manner.
  • Demonstrated adaptability by managing diverse responsibilities across different user groups and environments.
August 2017June 2020

Major Incident Manager

Telstra
  • Evaluation and prioritization of major incident reports by assessing customer inputs and determining priority levels based on the impact on business operations.
  • Communication with internal and external stakeholders through timely updates aligned to SLA requirements, utilizing email and SMS channels effectively.
  • Facilitation of technical bridge calls involving relevant technical teams, coordination of action plans, and management of restoration efforts to ensure resolution efficiency.
  • Preparation of detailed post-incident reports, contributing to comprehensive documentation for tracking and analysis purposes.
  • Engagement in problem management tasks to perform root cause analysis aimed at minimizing recurrence of incidents.
  • Implementation of structured processes for incident response, ensuring adherence to organizational protocols and service standards.
  • Collaboration across departments to align restoration strategies with customer needs while maintaining optimal communication flow throughout incident lifecycles.
  • Contribution to service improvement initiatives through feedback incorporation derived from post-mortem reviews and root cause analyses.
June 2017August 2017

Service Request Analyst

Telstra
  • Operation of a dedicated service desk exclusively supporting the Commonwealth Bank of Australia (CBA).
  • Delivery of premium service by managing requests including profile activations and device orders, such as phones, tablets, and RSA tokens.
  • Provision of comprehensive end-user support services, including password resets and other technical troubleshooting tasks.
  • Maintenance of service excellence standards to ensure smooth operations for CBA users.
  • Coordination with stakeholders to efficiently address and resolve support requests within established timelines.
  • Implementation of processes to streamline end-user support and enhance response time for common technical issues.
  • Handling high-volume requests with accuracy to maintain optimal customer satisfaction levels.
  • Adherence to confidentiality standards while managing sensitive user data during issue resolution.
March 2015June 2017

Integrated Service Centre

Telstra
  • Operated within a dynamic service desk environment, supporting multiple customer accounts across diverse requirements.
  • Responded to a high volume of incoming and outgoing calls daily, ensuring consistent and effective communication with end users.
  • Managed mobility requests for business users, including configuring and adding service packs to mobile services.
  • Conducted Level 1 and Level 2 triage by remotely accessing customer routers to diagnose and resolve network issues efficiently.
  • Oversaw jeopardy queue management for outstanding incidents by maintaining timely incident updates in work notes.
  • Ensured adherence to service-level agreements (SLAs) through proactive follow-up with assigned resolvers to achieve timely restoration of services.
  • Enabled swift resolution processes by prioritizing cases, tracking progress regularly, and communicating effectively with relevant stakeholders.
  • Contributed to the success of customer satisfaction goals through efficient problem-solving and maintaining a focus on service quality standards.
August 2011December 2013

Service Request Analyst

Computer Science Corporation (Now known as DXC)
  • Delivered user profile support for major clients, including BlueScope Steel and Origin Energy, ensuring seamless operation of systems.
  • Oversaw the complete lifecycle of ticket management processes to achieve customer satisfaction and efficient issue resolution.
  • Handled Active Directory operations such as creating, editing, and deleting user profiles to maintain accurate access rights and compliance.
  • Ensured adherence to service-level agreements (SLAs) through effective prioritization and timely resolution of support requests.
  • Addressed technical issues with a focus on minimizing disruptions to business operations.
  • Applied troubleshooting protocols to identify root causes and provide accurate solutions for recurring technical problems.
  • Coordinated communication between users and technical teams to facilitate clear understanding and fast issue resolution.
  • Monitored service trends and recommended improvements in ticket handling procedures for enhanced operational efficiency.