Most senior in the Operations Support Team at NTT Australia. My day to day covers incident and request queues, patching and post change validation, user provisioning, and operational health checks. I'm also the first escalation point and I train new team members on how to perform their daily work tasks.

• Monthly security patching for Windows Server 2012-2022 using Tanium, Ivanti and SCCM (plus manual catalogue updates), including pre-checks, change control, rollback planning and post-change verification
• Post change verification testing for telephony and call recording platforms using predefined validation steps, logging issues for CABs
• ServiceNow incident and request handling, prioritisation, escalation, and updates within SLAs
• End to end user provisioning: AD and mailbox creation, RBAC access, telephony resourcing, CRM access, and licensing
• Hybrid Exchange admin tasks: creating and updating shared mailboxes and rooms, plus user lifecycle changes
• Point lead for onboarding, process improvements, and maintaining KB articles and runbooks

Monitoring Engineer at NTT Australia, focused on keeping systems stable through monitoring, repeatable health checks, and clean escalation. I kept shift work consistent by maintaining runbooks and KBs, and I wrote small scripts to speed up user creation/edits when tickets came in.

• Operational health checks across core services, including hypervisor checks, antivirus checks, storage health, CCTV checks, and patch compliance
• Alert response and baseline checks, plus routine operational validation and follow-ups
• Monitoring and system health checks across Windows environments, including Hybrid Exchange where required
• Maintained ServiceNow KBs and runbooks with dependencies, risks and rollback steps so shift work stayed repeatable
• Built small PowerShell scripts for automated user creation and log capture to reduce manual triage time
• Supported incident and request queues as required, including clean escalation and stakeholder updates
• Blackbox monitoring upkeep, including adding and removing monitored services and devices

Worked for Myer Chatswood's Online Fulfilment team for over 5 years and through a wide range of technical changes. I was able to manage a team of around 30 team members at a time as a shift team leader, through Black Friday sales and Boxing day orders. I managed all the Warehouse Management Sytems for order picking while delegating roles for the staff on shift. Myer was a memorable place, where I made a lot of valuable connections and gained wholly beneficial skills for life.

• Online fulfilment and services
• Pick & Pack skills
• WMS systems, logistics management
• Team Leading
• Analytical skills
• Fast paced environment management
• More than 5 years log