I run the Aircall Support Ops team. This covers a broad range of topics including Project Management, Analytics and Data, Systems management and Knowledge Management.

I worked in a variety of roles including Technical Support, Knowledge Management and Support Operations functions. I contributed to major M&A projects post-aquisition as both a technical SME and providing some project leadership.

I worked as a senior Support engineer at Atlassian. I adored the workplace, but ended my employment to move overseas. I supported the product at a code level, learnt loads of new skills and supported less experienced support engineers in a global capacity.

I worked with a very new BPM tool as an SME. I learnt the product deeply and supported a few major APAC customers with implementing and production support of the tools. The product was very database-centric and worked under two ex-dba’s who had a very deep knowledge of database principles and learnt a lot about DB technologies. I mentored less experienced team members too.

I worked as a technical Support Engineer supporting integration products for Sun Microsystems. These integration products connected to a wide variety of Databases and leveraged a broad range of Operating systems. I learnt about Solaris, Linux, Oracle, SQL and Java technologies. We used CVS (this was before git!!) and a few homegrown tools to manage code and defects.