G'day! I'm Dylan, an Implementation Success Lead @ LEAP Strategies . 👋

As an Implementation Success Lead at LEAP Strategies, I specialize in providing top-notch technical consultancy solutions to clients in the retail and finance sector and driving efficiency cross-functionally across the business. With expertise in various areas such as security🔐 , support💻, application deployment 🧑‍💻 , and cloud migration ☁️, I ensure that our clients receive the highest level of service and support for their technological needs.

Over the course of my career, I have successfully managed and delivered projects worth a total of $1.2 million, particularly during a major merger involving a retail client. Additionally, I have demonstrated strong leadership skills by growing and managing a support team consisting of seven members, including offshore staff. Through the implementation of ITIL and scrum methodologies, I have also enhanced our internal processes and training, resulting in improved efficiency and customer satisfaction.

When I'm not working, I enjoy fishing and mountain biking. 🎣🚵

Work experience

Implementation Success Lead

LEAP Strategies / May 2022 - Present

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.

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

Sounds Interesting? Come say Hi! 👉