SUMMARY
Experienced IT professional with a strong background in technical strategy, system administration, and customer experience. With a decade of experience spanning IT operations, technical leadership, and customer support, I excel at bridging the gap between technology and user needs. Skilled in system migrations, process automation, and knowledge management, I bring a collaborative and data-driven approach to improving user experience and operational efficiency. Passionate about fostering cross-functional relationships, mentoring teams, and implementing solutions that drive long-term success.
EXPERIENCE
Senior Technical Program Manager
Visa | Austin, TX | Jan 2023 – Jan 2025
Partnered with cross-functional teams to drive platform strategy and enhance the user experience for 10,000+ global Mac users while ensuring security, compliance, and efficiency.
Facilitated the migration of 10,000+ devices to Jamf Pro Cloud, maintaining 99.9% availability while minimizing downtime and user disruption.
Built and fostered an 8,000+ member technical community on Viva Engage, achieving a 70% engagement rate and reducing support ticket volume through self-service tools.
Introduced AI-powered solutions like Microsoft Copilot, collaborating with Employee Enablement to drive adoption and develop Mac-specific training resources.
Worked alongside End User Technology, Cybersecurity, and Executive Leadership to deliver 15+ user experience improvements per year, ensuring changes were driven by real user feedback.
System Engineer
Visa | Auckland, New Zealand | Sep 2021 – Jan 2023
Led the integration of Fraedom users into Visa systems, working with the integration team and New Zealand Director of IT to transition 500+ global users to Visa AD logins and laptops.
Provided enterprise IT support for 500+ users, managing Mac and Windows environments while ensuring system performance, security, and compliance.
Mentored and trained a team of three technicians, improving issue resolution time by 30% through hands-on coaching and knowledge-sharing.
Developed a comprehensive knowledge base in Confluence & Kaseya BMS, streamlining onboarding processes and reducing new hire ramp-up time by 50%.
Led incident response efforts, maintaining 99.9% system uptime and achieving a 95% SLA adherence rate in a high-demand enterprise environment.
IT Support Technician
Visa | Auckland, New Zealand | Jan 2017 – Apr 2021
Provided IT support for 400+ employees across macOS and Windows environments, utilizing Kaseya, Intune, and Azure AD for endpoint management, system administration, and security.
Reduced recurring tickets by 40% by creating video tutorials and documentation for common issues, improving self-service support and reducing downtime.
Optimized software deployment processes, cutting setup time by 60% through automation with Microsoft Endpoint Manager and MDT.
Maintained a 95% customer satisfaction rate, resolving issues efficiently via ServiceNow and Slack while ensuring a seamless end-user experience.
Customer Care Supervisor
Fisher & Paykel Appliances | Auckland, New Zealand | Apr 2015 – Dec 2016
Led and mentored a team of 25+ support representatives, implementing coaching programs that improved confidence, resolution times, and customer satisfaction.
Managed high-level escalations across global markets, collaborating with product and logistics teams to ensure timely and effective issue resolution.
Built strong cross-functional relationships to drive process improvements and deliver a seamless customer experience.
Oversaw global returns coordination during a secondment, streamlining processes and enhancing operational efficiency.
CERTIFICATIONS
ITIL 4 Foundations | Dec 2024
PeopleCert
Jamf Certified Technician | Oct 2023
Jamf Training
Change Management Practitioner | Oct 2022
Prosci
SKILLS
Technical: Jamf Pro, Microsoft Endpoint Manager, Intune, Azure/Entra AD, MDT, DISM, macOS, Windows, Mobile Device Management (MDM) Tools: ServiceNow, JIRA, Confluence, Microsoft Office, MS Teams, Slack, IT Service Management (ITSM), Incident Management Soft: Process Improvement, Troubleshooting, Problem-solving, Analytical Thinking, Data-driven Decision Making, KPI & SLA Management Leadership: Cross-functional Team Management, Mentoring, Strategic Planning, Stakeholder Engagement, Change Management, Service Level Agreements (SLA) Experience: User Advocacy, Customer Success, Customer Support, IT Support, Technical Support, Executive Support