G'day! I'm Dylan, a Technical Support Lead @ Pharmhos . 👋
I lead teams that keep systems stable, scalable, and secure. My background spans both support and infrastructure — from resolving critical incidents to designing the environments and processes that prevent them.
Highlights include:
Delivering cloud migrations and server architectures that strengthened reliability and security
Leading a Jira Service Management migration, sustaining 99% SLA compliance
Driving proactive maintenance that cut incidents by 20% and lifted CSAT by 15%
Restoring operations within 24 hours after a major ransomware incident
I enjoy bridging people and systems — mentoring teams, improving processes, and giving leadership the visibility they need to make confident decisions.
Work experience
Implementation Success Lead
LEAP Strategies / May 2022 - Apr 2024
Achievements:
Grew and managed support team from 2 to 7 in 2 years including offshore staff.
Rebuilt business processes & improved training to accommodate larger teams and offshore staff.
Implemented scrum to assist with prioritization and escalating tasks.
Built new processes using ITIL methodology.
Project Manager for projects totaling $1.2 million as part of a retail client's merger.
Restored business operations after a major ransomware incident within 24 hours.
Improved internal security for clients post-ransomware attack.
Utilising metrics and data to highlight inefficiencies in processes and providing solutions subject to approval from key stakeholders. Resulting in further clarity in tasks and goals.
Responsibilities:
Provide top-notch Onboarding experience for new clients.
Ensuring efficient delivery and success in projects - inclusive of billing.
Being the escalation key point-of-contact for all management/technical issues.
Provide best-in-class technical consultancy solutions to retail and clients in the finance sector.
High experience in troubleshooting retail ERP & POS systems - Database, hardware, networking & site implementation.
Being up-to-date with all IT-related news & security updates and implementing changes to improve processes and protect clients.
IT Helpdesk
LEAP Strategies / March 2021 - Present
Achievements:
Investigated and rebuilt Helpdesk CRM to suit business needs.
Successful migration of ticketing/helpdesk system.
Succesful migration of back-up system client-wide using Synology solution.
Responsibilities:
Assist clients with troubleshooting and providing technical support to computers/servers remotely/on-site through the support ticket platform.
Procure and assemble hardware systems for clients.
Develop and implement processes to assist with day-to-day tasks. Eg: Daily/Weekly/Monthly checklists.
Document and build company knowledge base.
IT Intern
1Receipt / June 2020 - September 2020
Responsibilities:
Created pipelines to include CI/CD in the application testing process.
Implemented and configured dependencies based on the requirements of the application development process.
Used AWS ECR to deploy images and AWS EKS to deploy the Kubernetes stack.
Researched multiple deployment options to be included into the development process - including Expo, TurtleCI, Elastic Beanstalk etc..)
Planning Coordinator
Erya Travel / Feb 2019 - January 2020
Responsibilities:
Communicated with multiple vendors to obtain quotes and draft itineraries according to travel proposal plans for international clients.
Planning on schedules to provide best-in-class education travel tours.
Communicated in Mandarin in a professional setting.
Technical Support Lead
Pharmhos / May 2024 - Present
Achievements:
Led migration to Jira Service Management, improving workflows and sustaining 99% SLA compliance.
Introduced clear escalation processes and proactive issue management, reducing friction between teams and lifting customer satisfaction by 15%.
Built automated reports on SLA performance, ticket volumes, and response times, giving management clearer visibility for decisions.
Implemented proactive system maintenance, cutting reactive incidents by 20% and reducing technical debt while building client trust.
Designed and delivered server architecture and end-to-end processes for HIPS, strengthening system stability and security.
Responsibilities:
Maintain operations across internal and client-managed servers, ensuring 95% uptime.
Track and improve support outcomes, consistently achieving a 4.8/5 satisfaction score.
Keep documentation current and knowledge shared across the team, speeding up onboarding and ticket resolution.
Oversee daily support operations, including roster and on-call schedules, ensuring full coverage.
Certificates
Agile Foundations
LinkedIn / 2023
LastPass Support Specialist
LastPass/ 2023
IT Glue Certified Technician Exam
Kaseya / 2022
Cert Prep: Scrum Master
LinkedIn / 2023
3CX Basic Certification
3CX / 2022
Parallels RAS Technical Professional (RAS-TPA)
Parallels / 2022
Education
RMIT University
Bachelors of Information Technology