Josh French

Experience

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  Aegis Services Australia

  Mar 2012 - May 2014

  Customer Service Officer

  Customer service rep for Suncorp Insurance (Including AAMI and APIA), lodging new claims, managing existing claims, collecting claim excess and reaching excess sales targets, building rapport with patients, calming, helping and going beyond for diatraught patients, managing repair bookings and inspections, managing hire cars and tow trucks.

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  Josh J French Mobile Massage

  Mar 2014 - Nov 2014

  Certified Massage Therapist / Owner

  Managed my own business and practiced as a mobile massage therapist. Duties included; Managing customers bookings, appointments and accounts, organising my own taxes and book keeping, customer rapport building, history taking, and a high level of professional manner and appearance.

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  Dorevitch Pathology

  Nov 2014 - Mar 2018

  ECG Desk Administration

  Admin/Clerk on the ECG Desk, where I:Manage customer bookings for 24hr holters, organise and relay patients ecgs between Cardiologists and GP's, data entry of patients ECG, 24hr Holter and 24hr BP results, corresponding over the phones with GPs, Specialists and patients regarding results and information.

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  CallAssist

  Nov 2017 - Jun 2018

  Call Center Representative

  Cold call outbound call agent, inbound customer service and online data researcher for various contracts including the Telstra NBN. Exceeding employer expectations and KPI's on call quality and outbound call quantity.

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  MakerJay

  Mar 2018 - Feb 2024

  Maker & Owner

  Owner and maker, designing and crafting various woodwork, metalwork, and electronic things. https://www.instagram.com/makerjay_au/

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  Fraser's GAMSAT

  Jun 2018 - Oct 2019

  Physics Tutor

  Tutor at Fraser's where I run various classes, one on one, and online tutes to prepare students for the physics and problem solving needed for the GAMSAT medical entrance exam.

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  BERSS (Biomedical Engineering RMIT Student Society)

  Jan 2019 - Jan 2020

  President

  Current President of the Biomedical Engineering Student Society at RMIT, with sub-role as Co-Treasurer. In this position I manage and delegate team tasks and meetings, run finances, assist with and oversee all professional and social event correspondence and organisation to ensure a society that is fun, engaging and supportive of its members.

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  OMX Solutions

  Jul 2019 - Jul 2019

  Design Engineer Intern

  Full time internship where the other interns and I, were responsible for multiple projects including algorithm development for 3D modelling of custom implants. Research, design and prototyping of custom maxillofacial implants, and complex material research and development and its integration into medical devices.These projects were constantly worked on, and presented in regular team and engineer meetings, with final results presented to the company. This internship solidified my skills and communication within a professional team environment, while vastly increasing my aptitude for design, data analysis and CAD. Show less

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  Seer

  Oct 2019 - Feb 2024

  - Level 2 incident triage and response. Including Root Cause Analysis and in depth investigations.- Analysis and understanding of debugging and error logs, and a variety other telemetry data, to investigate root causes and problem severity.- Fleet wide firmware and software updates, and rollouts.- Development and refinement of various tools and systems such Zendesk and Zapier integrations, Python automations, and bash scripts to increase incident response efficiency and effectiveness.- Provided tools and solutions to Lvl 1 support through the use of process changes, python scripts and web-apps (using JS and ReactApp).- Liaised with specialists and level 3 support such as developers and designers, to solve critical problems in the service, and increase the effectiveness of tools and products.- Data analytics and dashboards to track incident severity, and frequency as well as track goal performance.- Improvement of alert rules and priorities to reduce false positive/negative rates and make the service more scalable. - Initiation and management of various change orders/processes.- Involvement in initial SOC2 auditing project. Show less - Managed, refined and set up ERP and Inventory Management systems (Asset Panda, Fishbowl).- Implemented various security practices to increase physical and digital security.- Developed internal servers and dashboards for data analysis of production throughput, wastage, defects and inventory/stock levels (PowerBI, MySQL, Networking, Windows Servers).- Developed dashboards to help automate planning and operational tasks (PowerBI).- Sandboxing new changes to Production Systems on internal isolated virtual systems to ensure changes didn’t harm production.- Managed user accounts, group policies, roles, authorised actions and other user based administration for inventory management systems, and physical systems (keypads, and access).- Identified and lead non-conformances and process changes / change orders.- Integrated, commissioned and maintained new equipment, software, tools and jigs into manufacturing.- Acting manager for a small team of production technicians and engineers. Including production and workshop planning, and hiring new team members.- Direct production and servicing of various medical devices and consumables.- Wrote work instructions, use instructions and other process/instructional materials and playbooks.- Wrote, identified and performed complex Test Method Validations (TMVs).- Successfully lead multiple projects, including FDA listings, audit recertifications (and findings), and process changes to reduce damage to equipment in field. Show less - Developed and refined existing production processes (using Lean Methodologies) to improve workflow, efficiency and output.- Developed and wrote majority of the playbooks, processes and other regulatory/quality documentation for manufacturing.- Successfully presented above documentation and processes to auditing bodies for ISO13485 re-certification audits.- Development, hand over, and management of the production to a team of technicians.- Workshop refinement, organisation, layout and stocktakes.- Inspection of intricate electrical assemblies, as well as writing inspection procedures.- Liaised between design team and manufacturing to introduce new products and product changes.- Implemented various Lean Six Sigma methodologies to improve processes and reduce waste.- Servicing of devices in the field and manufacturing equipment. Show less - Development of the entire Support / Service Desk system:- Developed and maintained an automated ticketing and alert system using Zendesk, Python Scripts, API integrations, AWS Cloud/Lambda services, and automated alerts and rules.- Developed level 3 fixes on products and internal systems, conducting code reviews for and working alongside Software Developers.- Developed and maintained various tools for the team to use to increase productivity and efficiency, such as web-apps (CSS, ReactApp, HTML, JS) and local executable tools (Python).- Tracked and analysed problems groups, root causes, frequencies, impact and urgencies.- Developing and maintaining internal Linux servers to house databases, and automation scripts for alerts and ticketing systems (prior to cloud integration)- Migrating above scripts and systems into Amazon AWS.- Handing over above systems, alerts, scripts and tools to Software Development team.- Direct incident response and problem-solving of issues in the field.- Performing over the phone remote troubleshooting and incident fixing with non-technical clinicians and patients.- Setting up and managing various systems administration tools: - Phone networks and accounts (Telstra, RingCentral). - Online texting services (Cellcast). - Managing, setting up accounts for, and liasing with vendors on our Service Desk system (Zendesk). - Alert systems that triggered urgent tickets and alerts when certain telemetry criteria were received from the fleet.- First-line service desk support for patients and clinicians. Triaging and investigating problems and incidents while showing compassion and clear communication to help customers going through difficult times. - Able to digest and develop technical troubleshooting steps and problems, to empower patients to perform remote fixes in the field.- Developed helpdesk articles for clinicians and Service Desk agents, to better troubleshoot and resolve issues. Show less

  • Service Desk Analyst / Support Engineer

    May 2023 - Feb 2024

  • Systems Engineer / Administrator (Manufacturing and Supply Chain)

    Apr 2022 - May 2023

  • Production Engineer

    Apr 2021 - Apr 2022

  • Service Desk Analyst (Lvl 1-3) / Technical Support Specialist

    Oct 2019 - Apr 2021
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  OneH2, Inc.

  Apr 2024 - Jun 2024

  Engineering Documentation Consultant

  - Performing SOC2 and ISO27001 Cybersecurity gap analysis and documentation development- Researching and understanding existing standards around document control, naming and tracking- Developing document management system- Implementing document management system- Developing document and part naming conventions and schema- Developing, refining and standardising a variety of engineering documents- Consulting, understanding clients needs, tracking billing hours, tasks, deliverables and updates Show less

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  MYOB

  Jun 2024 - now

  Associate System Engineer

  - Cloud engineering (AWS) and training- AWS security auditing and mitigations.- Systems and networking maintenance, patching, monitoring, implementation and documentation- System decommisioning- Salesforce automation- Integration and automation software and solutions- Software development- Application Security, code, and pipeline reviews and mitigations.- Devops- Implementing and migrating monitoring software- Consulting with external and internal stakeholders on systems, tooling, decomissioning, projects, etc- Threat modelling Show less