Owen Rippingale

Experience

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  Nortel Networks

  Jan 1999 - Dec 1999

  Student Reliability Engineer

  -Provide support for Reliability Engineers in completing MTBF (Mean Time Between Failure) calculations, FMECA (Failure Mode Effects Criticality Analysis) reviews and Manufacturability AssessmentsKey achievements• Built data management system to automatically retrieve and analyse production data determining board level score for manufacturing accuracy and rework• Completed complex Markov Model analysis on a system with multiple partial failure modes and recovery

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  Bigmate

  Apr 2001 - May 2015

  -Coordinate and provide support to customers on hardware and software solutions-Manage customer support staff to provide timely and accurate responses to customers via phone, email and online tools-Identify and manage opportunities to up-sell customers-Establish and maintain relationships with key customer contacts-Provide training to customers and distributors on the effective use of website technology solutions via phone, in person and using online tools-Manage the roll out of new solutions though documentation, training and ongoing supportKey achievements• Established an effective support team with members from a variety of disciplines and backgrounds. Facilitated training within support team to enable all members to provide first level support across hardware, software and accounts• Wrote and adapted product documentation into simple and clear customer documentation for the installation and management of solutions. Identified and assessed hardware and software options. Adapted, developed and integrated custom solutions for customers• Implemented and maintained online phone system for capture and recording of support calls. Maintained ticketing system for the effective management of information and customer interactions Show less -Manage the website/software development and product support teams-Assess projects and document requirements for development-Coordinate development staff and project delivery with senior management, sales and customers-Provide support for hardware and software solutions to both internal teams and external customers-Support internal IT systems and processes, local network, email, file sharing for ten local and four remote staffKey achievements• Coordinated and undertook the relocation of office and IT infrastructure. Planned and organised the rebuild and provisioning of networking cabling and switches. Provision of relocated multiple communications links and services. Arranged the relocation of critical servers in conjunction with network resources to minimise downtime and interruption to business operations• Managed the implementation of major new database hardware and software system. Consultation with software developers and hardware engineers to scope requirements and sizes. Facilitated purchase with senior management and accounting. Coordinated the installation, commissioning and live change over• While providing IT support to the business maintained active customer support role on hardware, website and custom solutions. Supported sales team with product and configuration advise Show less -Provide product and system development for a web based GPS tracking and condition monitoring system-Evaluate hardware specifications for compatibility and market opportunities-Program and configure GPS tracking and condition monitoring hardware-Design and support development of web, backend and data management systems -Implement logistics processes for the efficient configuration and management of receipt, stock control, dispatch and ongoing managementKey achievements• With a small team built the BIGmate GPS Tracking platform. Directly involved in all areas of growing the business including hardware and software development, system architecture and design, accounting, customer management, marketing and sales• Assessed, tested and integrated an OEM GPS tracking system with the BIGmate system. Programmed hardware and software configuration for compatible operation. Designed and specified protocols for extraction of data from the OEM database into BIGmate standardised format• Sourced and assembled custom PC hardware based tracking and in vehicle screen system for major rail provider. Designed custom power controller to manage the start-up, shut-down and restart states of the PC Show less

  • Service and Support Manager

    Feb 2014 - May 2015

  • Information Technology Manager

    Oct 2010 - Feb 2014

  • Technical Manager

    Apr 2001 - Oct 2010
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  Nielsen

  Sept 2015 - Jan 2021

  Field Service Technician

  Customer service and technical support for diverse customer baseInstallation and repair of electronic monitoring equipment.

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  MCDONALD MURPHY MACHINERY PTY. LTD.

  Jan 2021 - Feb 2023

  Advanced Farming Systems Specialist