Experience

Support Manager

Aiven

  • Mentored a team of 8 support engineers remotely distributed throughout Australia and New Zealand.
  • Worked closely with Sales, SRE, Infosec and Marketing teams to help increase presence and support for Aiven customers in APJ region.
  • Provided guidance and knowledge from previous experience to both define and build the new support organisation processes and procedures.
  • Represented as the go-to point of escalation and contact for Support in APJ.

Feb 2022 — Jan 2023

Senior Manager

Elastic

  • Mentored a team of support engineers (up to 20), remotely distributed throughout the APJ region.
  • Fostered a high engagement score (> 90%) year-over-year on company pulse/engagement surveys (as measured by CultureAmp).
  • Advocated on behalf of support to other functional areas in the APJ region.
  • Represented as the go-to point of escalation and contact for Support in APJ.
  • Strengthened the collaboration with other parts of the organisation to ensure customer success.

Sep 2018 — Dec 2021

Principal Support Engineer

Elastic

  • Spearheaded support for the APJ region for Elastic.
  • Supported customers at various sizes and stages with the journey using Elastic products and solutions.
  • Aided in an on-call rotation to help support customers 24×7 during APJ business hours.
  • Represented Elastic at various conferences and events in the APJ region.
  • Outstanding Contribution Award recipient for 2017

Feb 2015 — Sep 2018

Systems Administrator

National Computational Infrastructure, Australian National University

  • Collaborated on maintenance and optimisation of Raijin, a 57,472 core, 3592 node supercomputer with a peak performance of around 1.2 petaFLOPS.
  • Introduced an Elastic cluster for log management, analysis and reporting on the Raijin supercomputer.

Jul 2014 — Jan 2015

Systems Administrator

Australian Medical Association

  • Optimised a mixed Linux server, Windows workstation environment for staff.
  • Consolidated and modernised services and infrastructure for changing needs of the organisation.
  • Advised on technical requirements for planning and management decisions across all areas of IT (infrastructure procurement and upgrades, services installation and deployment, network management and structure) within the AMA.

May 2011 — Mar 2014

Systems Administrator

Mathematical Sciences Institute, Australian National University

  • Collaborated in the preparation of a request for quotes for major purchases, such as a new HPC solution for teaching use and the replacement of an entire fleet of production servers, by developing and proposing the technical requirements in each case, as well as assessing returned quotes for suitability.
  • Guided and assisted staff and students of the institute on IT problems, issues, and related matters (i.e., help-desk tasks).
  • Advised on technical requirements for planning and management decisions across all areas of IT (infrastructure procurement and upgrades, services installation and deployment, network management, and structure) within the institute.

Feb 2009 — Jun 2011

Developer

SkyMapper Telescope

  • Developed Ruby on Rails applications that were part of the SkyMapper telescope data-reduction pipeline.
  • Implemented code to detailed software specifications documents.

Jan 2007 — Jan 2008

IT Officer

Research School of Astronomy and Astrophysics, Australian National University

  • Aided in the administration of a network of Solaris, Linux, OS X and Windows machines.
  • Managed installation and upgrades of software, including introducing a new binary package repository to simplify these processes.
  • Coordinated on business processes for the team.
  • Guided staff and students with direct support and advice to get the most out of the computing resources at the school.

Jan 2005 — Jan 2009