Career & Achievements
My professional path and key accomplishments along the way.
Click to explore my career timeline
Carepatron
Guiding healthcare professionals and clinic teams through onboarding, troubleshooting, and platform education while advocating for their needs internally — and contributing to product direction by synthesising cross-channel customer feedback using AI tools to help prioritise the roadmap.
Gallagher Security
Progressed from Summer Research Intern to fixed-term analyst role. Prepared project documentation including charters, RASCI matrices, process maps, and stakeholder presentations. Mapped current and future state processes for marketing and engineering teams, contributing to a Process and Systems Improvement Roadmap. Developed internal knowledge base guides and SharePoint content to support team communication. Led cross-functional coordination to implement the Marketing team's work intake process, improving clarity across marketing, procurement, and stakeholder groups.
Gallagher Security
Engaged stakeholders across the Security Business to gather requirements, understand pain points, and identify quick wins — distilling findings into clear written outputs for leadership. Participated in Microsoft Copilot beta testing to evaluate AI use cases for organisation-wide rollout.
University of Waikato
Provided technical support at the University Service Desk for students, faculty, and staff across all levels. As part of the migration support team, delivered in-person support institution-wide for the Google to Microsoft 365 transition — supporting teaching, non-teaching, and executive staff, tracking issues to closure, and feeding structured feedback to IT project teams and business analysts.
Cisco
Led incident management and service delivery for Cisco Managed Services Collaboration group, supporting Unified Communications, Contact Centre, and Cloud Collaboration technologies. Acted as central communication bridge between engineers, vendors, and customers during high-pressure major incidents across time zones. Built custom ServiceNow reports, managed 24/7 BAU operations across two rostered teams, and mentored Level 2/3 voice engineers in ITIL best practices and customer management.
Fidelity Investments
Progressed from Incident Problem Manager to Principal Systems Engineering Squad Leader over 3.5 years. Owned end-to-end response for organisation-wide business-critical incidents — leading escalation, cross-functional coordination, and mitigation within strict SLAs. Led post-incident reviews using 5 Whys analysis, documented root causes, and tracked corrective actions to closure, presenting findings to executive management to prevent recurrence. Analysed incident trends and known errors to identify recurrence risks. Defined team KPIs and produced monthly/quarterly metric dashboards and executive presentations for data-driven continuous improvement. Led integration, coaching and cross-training of the India team across change, release, incident and problem management, embedding consistent ITSM processes aligned to the firm's transformation goals.
Cerner Corporation
Provided mission-critical application and infrastructure support for US-based hospital systems across clinical and non-clinical platforms, optimised outage response processes, and contributed to disaster recovery and business continuity planning. Mentored junior engineers and maintained regular dialogue with leadership on resource allocation and tool optimisations.
Siemens Technology and Services
Delivered 24x7 support across US hospitals, operating an HL7-based healthcare integration engine connecting clinical and non-clinical systems for patient health record exchange — monitoring 50K+ alerts per month, driving incident management and WAN monitoring, and building a knowledge base for a team of 50 across US and India.
Keane Inc. (now NTT Data)
Monitored and supported 40K+ globally distributed servers, network devices and critical financial applications across Production, QA and Development environments for a leading financial firm, operating on a Follow-the-Sun model. Handled infrastructure triage, vendor coordination for hardware replacements, host failovers, DR exercises, Go-Live support, and mainframe job monitoring — building strong foundations in multi-platform operations, SLA management, and cross-regional collaboration.
Secured a Master's with First Class Honours, alongside Vice-Chancellor's and Summer Research Scholarships, at Waikato Management School in 2024 — gaining investigative knowledge of AI, digital transformation, and emerging technology trends.
Served as an early adopter in the Microsoft Copilot programme at Gallagher Security, helping shape the AI rollout and contributing practical use cases — now applying that curiosity through vibe coding to implement solutions for the Carepatron team.
ITIL certifications including ITIL Strategist (Direct, Plan and Improve), reflecting many years of applied expertise in IT Service Management across global enterprises.
Hold TOGAF 9 Foundation and Certified credentials from The Open Group, underpinning foundational knowledge and interest in enterprise architecture frameworks and strategic IT planning.
Recognised across organisations with awards including the NOTT (Night On The Town) Award, Guiding Star, Outstanding Contribution Award, and the 3i Program Certificate.