Download PDF


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

IT Operations Manager


ASX listed Fleet and financial services provider.

  • Incident and Change management Manager.
  • Managing a team of 10 L1 and L2 engineers across Australia and New Zealand.
  • Delivery of monthly ITIL reports and management updates to a range of
    senior stake holders.
  • Managed several projects to reduce cost and streamline processes including several Data centre migrations across newly acquired business entities.
  • Developed and conducted annual disaster recovery plan for all critical IT systems.
  • Escalation point for stakeholders across all business entities.
Aug 2016Oct 2017

Support Team Leader

Manpower Group

 A world leader in the workforce solutions.

  • Interviewed, trained and coached team to become a reliable, knowledgeable and customer focused Helpdesk.
  • Successfully tested and implemented new Helpdesk support 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 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 Team Leader

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 implement 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 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 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