Oct 2017 – Jun 2019 · 1 yr 8 mos

• I currently manage the GitHub.com, Developer Support team; a diverse team spanning West Coast US and APAC. I previously co-managed the APAC Enterprise Support offerings for GitHub Enterprise. In both roles, I have accountability for the performance of the team, the engineers and Support within the region. I’m currently building out the metrics we require to understand and drive forward to a data-driven Customer Success team. I have introduced concepts such as Case Swarming and Knowledge-Centered Support to the Enterprise team and working to rolling these out globally reducing Resolution time for all tickets to under 2hrs and backlog by 5%. For Developer Support, I have maintained morale whilst seeing large incoming caseloads, and started initiatives to allow for the Support team to become more efficient in its day-to-day support cycle.

Apr 2015 – Sep 2017 · 2 yrs 5 mos · North Sydney, NSW, Australia

• I manage all aspects of the APAC office and have accountability for all its operations, including both local HR/Operations and Non-Executive Director functions and processes.
• I am responsible for Support delivery and providing a foundation for world-class Technical Support; management of the development and delivery of internationalisation of Perforce products, Eclipse client and Perforce Java API; and am part of the Global IT group, providing and implementing solutions to all offices (Policies, Firewalls, Phones Systems, VPN, VoIP, VM machines).
• In conjunction with the Director of Support, I develop global Support policies and functions to provide 24x5 and Critical 24x7 Care World Wide support.
• I am responsible for Business Intelligence and analytics for Technical Support; analysing the data allowing Support to make more informed decisions.
• Achievements:
• ● Relocated offices and reduced costs.
• ● Upgraded and designed infrastructures to allow the business maintain Support and Sales Functions from a Global Perspective.
• ● Selected and assisted with Rollout of new Mail System.
• ● Defined Global ICT policies and rolled out.
• ● Maintain IT security and monitored threats.
• ● Defined and implemented new support global support structures.
• ● Managed the APAC support Team with an above average of 96% Customer Satisfaction Rating.
• ● Brought Internationalisation release inline with the current releases for the first time ever.
• ● Grew AU office to include: Sales, pre-sales Technical Assistance, Support, Development, Operations and Account Management.
• ● Setup AU office as the testing Framework office for larger policies and procedures.
• ● Implemented Rapid Testing and Deployment for both technical and non-technical operations.
• ● All AU Vendor Management and assisted where Global Entities required one solution.
• ● Run Battle School Customer Training and further develop the course.
• ● Developed continuous training for Engineers and Developers for maximum knowledge transfers

Oct 2013 – Apr 2015 · 1 yr 6 mos · North Sydney, NSW, Australia

• I was responsible for support delivery and providing a foundation for providing world-class Technical Support; managing day-to-day activities for the Sydney office and resources in the APAC region. I was the only contact for maintaining and developing ICT infrastructure within APAC region, making sure that this was able to fit into the Global Scheme.
• Monitored employee performance and performed required appraisals on a regular basis. Managed support cases and resolved all issues, evaluated resolution provided to confirm compliance with necessary guidelines.
• Achievements:
• ● Significant IT infrastructure upgrades ranging from Phones, VM Servers, Wifi and Firewalls.
• ● Reduced Onboarding of new Engineers time from 6-12 months to 10 weeks.
• ● Continued to show how global systems could be improved, made suggestions where needed and rolled out examples.
• ● Established and implemented local department objectives and goals toward increasing customer
• satisfaction.
• ● Produced a support team with above average of 96% Customer Satisfaction Rating.
• ● Defined and rolled out Dual Technical Account Management roles via the Support Team.
• ● Provided training structure for local Engineers and knowledge sharing.

Aug 2004 – Oct 2013 · 9 yrs 2 mos · North Sydney, NSW, Australia

• As the Senior Technical Support Engineer of the Australian Office, I'm seen as the go-to technical person. In 2006, I was part of a team of 3 that arrived in Sydney to start the Australian office. I was the only member of that team that remained in the Sydney office.
• Responsibilities included:
• ● Answer incoming support calls on all of the Perforce Suite, via phone and email. - Log bug and feature requests.
• ● Work as part of an Escalation team for escalated support calls and issues.
• ● Training new Support Engineers and helping to provide training to current staff. - Interview and
• provide technical screening for potential new employees.
• ● Work with our Japanese distributors to maintain our Internationalised releases.
• ● Write and publish internal and external knowledge base articles.
• ● Provide Instructor lead external Perforce User and Perforce Admin training to Perforce Customers.
• ● Provide feedback to all levels of Engineering as to how our customers are using Perforce within their
• environment.
• ● Development of support tools set to help customers migrate their Perforce Servers. - Marked and
• recommended candidates for the PCP Exam.
• ● Maintain the internal office infrastructure and spec all new office H/W.
• ● Setup and maintain the existing and past firewall and VPN solutions.
• ● Part of the the Global IT group to help provide solutions to all offices (Firewalls, Phones Systems, VPN, VoIP, VM machines) .
• ● Assist with Creation of IT policies and Direction.
• Major Achievements:
• ● Opened AU office
• ● Completed Perforce Administrator Exam and help further improve it
• ● Completed Perforce Certified Training (PCT)
• ● Completed Perforce Certification Program (PCP) exam and was the lead Examiner from 2008
• Technologies used:
• Perforce, OSX, LINUX, UNIX, C, C++, Java, Ruby, Python, Perl, Apache, DNS, DHCP, PaloAlto Firewalls (PANOS), NEC Zen IPK, Networking.

Jul 2004 – Aug 2004 · 1 mo · Hungerford, Berkshire, UK

• Contract work to rework Inline SQL within web based application. PoS, Stock level and order system.
• Application was under a large rewrite due to Performance issues. I replaced all of the inline SQL within the application to Stored Procedures.
• Technologies used:
• ASP, SQL Server, HTML, javascript, PHP

May 2002 – Sep 2003 · 1 yr 4 mos · Hungerford, Berkshire, UK

• Level 1 and 2 support for Kerridge's Commercial software solutions. Support was done via fax, phone and direct login into the customer sites. Customer base covered a range from Car Dealerships to country wide builder merchants.
• Software written in propriety language called KCML. This was an imperative language with an incremental compiler.
• Applied coded bug fixes to development, test and live systems after customer authorisations.
• Diagnosed and reported errors/faults to Software Team or Hardware team when appropriate.
• Manual manipulation of underlying database files to allow customer growth within the products.
• Changed the software to handle different hardware printers to allow for invoice processing and printing. For a single printer shop this could be seen as full systems down when unable to print invoices.
• Setup PHP based forum as an example of sharing work.
• Setup and supported OSX based machine for new customer project.
• Technologies used:
• KCML, OSX, Windows, Telnet, UNIX ( SCO, AIX, HPUX), LINUX, MS Office Application Suite.
• Skills:
• Time management, Support queue management, issue tracking.

May 1999 – Oct 2000 · 1 yr 5 mos · Harlow, Essex, UK

• Prototyping and development of a networking simulation package. I developed and extended the simulation engine as well as the hardware, routing and data profiles that sat on top of this.
• This was to simulate multiple traffic profiles, data sources, hardware, routers and traffic protocols; to allow end users to design a large area network; simulate the traffic use upon large networks; spot bottle necks and design flaws before implementing in real world hardware.
• Worked with corresponding hardware prototyping groups to demonstrate simulation first in the software with the configuration downloaded to hardware lab environment. The lab environment then showed the same results as the simulation.
• Ported Java code from Java 1 to Java 2.
• Technologies used -
• Java, Windows, simkit jdk, Kawa IDE.

Apr 1997 – Jul 1999 · 2 yrs 3 mos · Maldon, Essex, UK

• Customer Sales of PC equipment and Software. In charge of Weekend floor staff. Instructed and taught new staff on PoS procedures. Involved with helping do stock count within the warehouse.
• In charge of Weekend floor staff. Instructed and taught new staff on PoS procedures.
• Involved with helping do stock count within the warehouse.
• Advice on specification of home and office PC machines and networks.
• The building of custom customer machines to order.
• Hardware diagnostics of customer machines.