Experience

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  Zimmer

  Apr 2006 - May 2012

  • Provide 1st, 2nd and 3rd level support to internal customers based on a Windows infrastructure, within the scope of the Asia Pacific region to over 700 users.• Deliver exceptional customer service and resolutions within a timely manner to these internal parties.• Prioritise issues and requests based on business needs.• Develop working relationships with internal parties to better understand their I.T. requirements.• Work on projects to create I.T. based solutions and enable efficiency within operational processes.• Management of the ANZ mobile phone fleet, including vendor negotiations, reporting and process improvements. Show less

  • Project and Technical Lead - salesforce.com ( Asia Pacific ) at Zimmer

    Jul 2010 - May 2012

  • Project Manager, Asia Pacific IT Department

    Mar 2009 - Jun 2010

  • Senior End User Client Services Technician

    Mar 2008 - Mar 2009

  • End User Client Service Technician

    Apr 2006 - Mar 2008
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  Cloudbuilders

  May 2012 - Dec 2012

  Cloud architect (salesforce consultant)

  • Engaging with and performing consultation work for clients.• Documenting client business processes and workflows utilising Unified Modelling Language. • Architecting salesforce.com technical solution to match requirements.• Managing and setting project timelines and client expectations.• Managing offshore development team and delivery of solution.

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  System partners

  Dec 2012 - Oct 2018

  Role Responsibilities :• NSW consulting capability lead, responsible for the consulting methodology used with all clients• Provide thought leadership and direction across System Partner's key market domains• Provide technical guidance in the salesforce consulting stream, identify technical performance gaps, support technical performance management when identified and coach individuals to improve organisation-wide learning and development.• Providing technical pre-sales support to the sales team and perform technical presentations and demo's of the platform to potential clients• Leading the System Partners project team (consultants / dev's ) by managing company staff on assigned projects• Develop enterprise customer relationships by establishing a clear roadmap and program of work allowing the customer to realise their investment in the Salesforce PlatformNotable Projects - Department of Finance, Services and Innovation (DFSI) :Lead salesforce consultant for a multi million dollar implementation of salesforce to support submissions by injured workers to request a review of their workers compensation payouts from insurers, and a full end to end case management solution for the management of the response to the worker by SIRA ( State Insurance Regulatory Authority ) staff.• Define the use cases the new system is required to support• Define the salesforce architecture required to support the use cases• Lead the System Partners team of consultants, backend and front end developers• Present the solution at regular intervals to large numbers of DFSI staff, including C level executives• Train all users of the solution Project Highlights :• First salesforce case management implementation within the SIRA group• First time a self service capability had been provided to citizens for workers compensation disputes• Implemented non salesforce solutions to support DFSI requirements, utilising Amazon web services (AWS, S3) and PrizmDocs document viewer Show less Role Responsibilities :• Providing technical pre-sales support to the sales team including performing technical presentations and demo's of the platform to potential clients• Responding to public sector tenders by providing high level solution design, resource estimate proposals, risk mitigation strategy and key dependency proposals• Leading the System Partners project team (consultants / dev's ) by managing company staff on assigned projects• Develop enterprise customer relationships by establishing a clear roadmap and program of work allowing the customer to realise their investment in the Salesforce Platform• Provide governance and oversight for Consultant deliverables, including Use Cases, Solution Architecture and design document, Release Plans, Estimates, and Statements of WorkNotable Projects - Service NSW :Lead salesforce technical consultant for Release 1 and 2 of Service NSW's My Service account. Transactions completed included renewing a NSW car registration, renewing a NSW drivers licence and updating an address with RMS. Responsibilities included :• Salesforce architecture design, including presentation of architectural and integration patterns to design review board• Consulting with integration teams , including identity, enterprise service bus and payment platform (OpenID, REST/SOAP, JWT)• Consultation with User Interface design teams• Writing requirements and use cases, and directly working with development teams to implement documented requirements.• Engaging with testing teams, providing testing strategy consultationProject Highlights:• First Service NSW paid transaction• First time a digital self service licence renewal transaction has ever been built within NSW• About 20,000 transaction being performed per day through the platform within 1 month of its release• Defined the core salesforce architecture for the MyService NSW MyAccount product, that over 1 million active accounts are using today Show less Role Responsibilities :• Providing technical pre-sales support to the sales team and perform technical presentations and demo's of the platform to potential clients• Leading the System Partners project team (consultants / dev's ) by managing company staff on assigned projects• Develop enterprise customer relationships by establishing a clear roadmap and program of work allowing the customer to realise their investment in the Salesforce Platform• Provide governance and oversight for Consultant deliverables, including Use Cases, Solution Architecture and design document, Release Plans, Estimates, and Statements of Work• Facilitating and mentoring consultants in Discovery Mapping, Business Process Mapping, Blueprint workshops, salesforce certifications and consulting skills• Provide input on company strategy relating to consulting servicesNotable Projects - CGU :Lead salesforce business process consultant for CGU's Leads and Opportunity Management project. Responsibilities included :• Salesforce architecture design, including presentation of architectural and integration patterns senior CGU architects• Consulting with integration teams , including enterprise service bus and ETL analysts and dev's• Writing requirements and use cases, and directly working with development teams to implement documented requirements.• Engaging with testing teams, providing testing strategy consultation• Engaging with change management teams Show less

  • Business Consulting Lead

    Jul 2017 - Oct 2018

  • Lead Salesforce Consultant

    Jan 2015 - Jul 2017

  • Lead salesforce.com consultant

    Oct 2013 - Jan 2015

  • salesforce.com consultant

    Dec 2012 - Sept 2013
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  Vlocity

  Oct 2018 - Jul 2020

  Principal solutions consultant, insurance and public sector
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  Salesforce

  Jul 2020 - now

  • Distinguished Solutions Engineer:Industries, Public Sector, ANZ

    Feb 2022 - now

  • Principal Solutions Engineer, Public Sector, ANZ

    Jul 2020 - Feb 2022