Greater Melbourne Area
I'm a dedicated Technical Support Lead with over 7 years of experience in the Payments industry across Australia and New Zealand. I specialize in bridging the gap between frontline support teams and both internal and external stakeholders—ensuring clear communication and alignment between clients, sales, product development, and executive leadership. Throughout my career, I have acted as the senior technical "anchor" for helpdesk teams—serving as the final escalation point for complex POS integration issues and a mentor to junior staff. I thrive at technical troubleshooting and stakeholder management, ensuring that product and developer teams stay aligned with real-world user needs. Core Expertise Includes: * Technical Leadership: Managing incidents, after-hours escalations, and helpdesk mentorship. * Systems & Operations: Advanced proficiency in Salesforce Lightning, JIRA, and POS/EFTPOS ecosystem troubleshooting. * Problem Solving: Root cause analysis (RCA) and fault trend reporting to drive product improvements. * Knowledge Management: Authoring comprehensive K-Base documentation to improve team workflows. I am currently seeking my next challenge. I am particularly interested in Senior Technical Support roles within the POS/EFTPOS industry or business banking/ merchant services roles in the financial industry.
Level 2 tech for mx51 support team - Responsible for identifying and investigating emerging technical issues. - Responsible for raising suspected systemic technical issues to Level 3 support, collaborate with L3 devs, delivery and product teams to address requests, complaints, and raised issues by merchants, external partners etc. - Providing support and guidance to Level 1 frontline support staff - Create technical documentation for Level 1 support staff (kbase articles, cheat sheets etc) - Worked alongside project team from a major australian bank to assist with data clean-up, data migration, terminal rollout. - Worked with Support TLs to improve Level 1 best practices - collaborated with external stakeholders to address and resolve technical and operational issues. - on call after hours support for techicians; external stakeholders; systemic failures
- Spearheaded the pilot and national rollout of a new payment terminal across the Australian market. - Managed end-to-end support as SME and Level 2 escalation point—coaching and leading Level 1 support staff. - I Collaborated closely with Level 3 developers to diagnose and resolve technical issues during pilot and go‑live. - Worked with internal product and project teams to align technical delivery with business objectives - Planned and executed rollouts for high-value corporate clients, proactively addressed stakeholder concerns. - On call incident management - responsible for being POC and manager for severe operational incidents e.g systemic failures; severe customer impact; on site incidents after hours
Resigned position