Work Experience
DXC — Queensland Rail IT Service Desk 2019 – 2026
Technical Lead 2021 – 2026
- Technical SME conducting investigations and maintaining account-wide ticketing trend records and reports
- Collaborate with internal resources and vendors for user-centric solutions, enhancing project compliance and governance
- Developed custom processes and tools to manage workloads averaging ~70 tickets per day per agent
- Assisted with migration to M365 linked to on-premises solutions — user access management, VM deployment, geo-fencing, MFA, PAM, and PIM
- Manage and mentor dozens of concurrent employees across multiple states, helping achieve a consistent 98% customer satisfaction rating
- Coordinate emergency protocols as Floor Warden for ~200 people, managing a team of 4 wardens
Senior Service Desk Analyst 2020 – 2021
- Acted as technical SME to prevent unnecessary escalations and supported governance processes
- Monitored the IT environment using automated reporting tools to ensure compliance
- Conducted performance evaluations and audits of team members, focusing on software usage and optimization
Service Desk Analyst 2019 – 2020
- Provided technical support via phone and email, ensuring adherence to software governance principles
- Managed user access including M365, software application and license deployment for over 9,000 users across dozens of systems
Various Non-IT Roles 2007 – 2019
- Management roles in retail and hospitality industries
- Experience in stock management and building management
Projects
Report Creation, Managing Data Accuracy and Completeness
- Developed automated data management tools to highlight errors or missing data from Excel, SQL databases, M365, Active Directory, ServiceNow, and other niche systems — with best-guess corrections for missing information
- Created repeatable and ad-hoc reports for all IT areas, from specific ticket trend analysis to long-term trends presented to Government representatives including the Minister for Transport
- Saved hundreds to thousands of billable hours through efficient bulk data processing — for example, ordering thousands of IT devices in hours (replacing a 10–20 minute per-device manual process) and sanitising hundreds of accounts to meet government-mandated security deadlines
Project Work and Software Deployment Process Creation
- Developed reporting tools for high-level IT system overviews included in client deliverables using ServiceNow, Nexthink, PowerShell, and Excel
- Created automated processes to manage software licensing across M365 and on-prem AD environments — ensuring efficient license utilisation and compliance, including active monitoring of usage to reclaim inactive licenses
Custom Software and Process Development
- Developed custom software solutions and ad-hoc processes enabling untrained Service Desk analysts to clear backlogs across multiple higher-level teams (Software Asset Management, M365, End User Compute)
- Worked with project and application teams (M365, Wintel, Citrix, SAP, EUC, Automation) to implement new software solutions to thousands of employees with minimal friction and downtime
Skills, Technologies & Interests
Skills
Software Lifecycle Management; Asset & Licence Management; Governance Compliance; Risk-Based Reviews; Performance Optimization; System Monitoring; ITIL Best Practices; Incident Response; User Access Management; Technical Investigations; Trend Analysis; Solution Development
Technologies
Active Directory; Microsoft M365; ServiceNow; Windows; Linux; Docker; PowerShell; LDAP; NetIQ DRA; Nexthink; AutoHotkey; PowerQuery; Excel (advanced)