Resume

Education

Bachelor of Business and Commerce

School of Business, University of Southern Queensland
Toowoomba, Queensland, Australia
2017 – Current (Finishing in 2023)

Diploma of Event Management

TAFE Queensland
Mooloolaba, Queensland, Australia
20016 – 2017

Work Experience

Senior Systems Developer – ServiceNow @ TAFE Queensland
2019 – Present
Brisbane, Queensland, Australia

  • Provided expert advice, issue resolution, and support for TAFE Queensland’s ServiceNow product, including ITSM, ITBM, and HRSD modules.
  • Used software development practices such as requirements engineering, unit testing, and UML diagrams when developing business solutions.
  • Investigated and implemented ways to improve performance, manageability, and upgradeability through script remediation, solution design, and integrations.
  • Led the research and development of the Service Portal upgrade, focusing on a customer-centred design and transitioning Keystone customisation to out-of-the-box functionality.
  • Ensured documentation of business solutions and major applications within the TAFE Queensland ServiceNow Instance.
  • Generated reports and provided analytical insights to support data-driven decision making.
  • Ensured data integrity of stored information in ServiceNow through data modelling practices and normalization.
  • Provided expert training for users as well as created and distributed knowledge base articles.
  • Fostering adoption of ServiceNow through the creation of a Service Management Champions program and utilising this community to provide a feedback loop to drive continuous improvement.
  • Led multiple upgrades, focusing on script remediation, transitioning Keystone customisation to out-of-the-box configuration, and improving performance and usability.
  • Implemented and extended business systems and applications, driving adoption within the organisation by advising on best practices and ensuring maximum utilization of ServiceNow and application features.
  • Provided consultancy services and assistance to business units and provided resolution of technical issues relating to ServiceNow.
  • Offered expert technical advice and guidance on software development and maintenance best practices.
  • Managed the monitoring and reporting of business systems performance, usage, and system availability.
  • Collaborated with business units to establish, update, and document technical requirements and conducted system design.
  • Prepared comprehensive documentation, support procedures, knowledge base articles, designs, and status reports as required.
  • ensured adherence to appropriate development standards and quality assurance requirements.
  • Contributed to productivity improvements within the organization by effectively applying ICT solutions.
  • Cultivated a client-focused culture by consistently providing strong client support.
  • Organized individual workloads to ensure the delivery of quality, responsive and appropriate client service.

Project Support Officer @ TAFE Queensland
2017 – 2019
Brisbane, Queensland, Australia

  • Supported the delivery of marketing activities by ensuring up-to-date and accurate information on the TAFE Queensland website, processing change requests, and creating new pages to support new programs and promotional campaigns.
  • Built a personality profiling tool using Qualtrics and Marketo to create team profiles for over 60 staff members.
  • Managed and monitored TAFE Queensland’s social media accounts during the 2018 Gold Coast Commonwealth Games sponsorship, safeguarding the reputation of both organizations.
  • Developed metrics and reporting for TAFE Queensland’s social media accounts.
  • Conducted research on engagement metrics for social media, contributing to the development of a statewide social media strategy under the guidance of the Principal Marketing Advisor.
  • Generated reports and provided analytical insights to support data-driven decision-making.
  • Assisted in the planning and execution of an annual Marketing Summit.
  • Administered financial requirements and managed procurement procedures.
  • Oversaw talent management during production shoots for marketing campaigns.
  • Supported the management and implementation of the Merchandise and Uniforms contract.

Marketing Administration Officer @ TAFE Queensland
2016 – 2017
Mooloolaba, Queensland, Australia

  • Successful production management of MAKE Magazine
  • Streamlined processes in the Marketing and Sales team to improve efficiencies and outcomes.
  • General administration duties, such as, records maintenance, processing orders and claims for payment.
  • Management of the Marketing and Sales unit finance and budget tracker for all aspects of the team.
  • Delivery support for marketing campaigns, promotions, and events.
  • Conducted business development research and managed data for proposals.
  • Engage with internal and external stakeholders.

Venue & Bar Manager @ Mixology
2015 – 2016
Maroochydore, Queensland, Australia

  • Successfully managed daily operations of the venue, ensuring seamless customer service and service delivery.
  • Recruited and trained a skilled team of employees, fostering a positive and professional work environment through transformative leadership.
  • Created and implemented comprehensive training manuals and standards of procedures, ensuring consistency and adherence to quality standards.
  • Cultivated strong relationships with suppliers and stakeholders, negotiating favourable contract terms and ensuring timely and reliable deliveries.
  • Developed and led the execution of effective marketing promotions, driving customer engagement and increasing revenue.
  • Demonstrated exceptional budget management skills, overseeing financial aspects of the venue, including procurement, inventory, stocktake, staffing, and operational expenses.
  • Implemented cost-saving initiatives and identify areas for revenue growth, optimizing profitability while maintaining high-quality standards.
  • Developed and maintained a strong focus on customer satisfaction, implementing strategies to enhance the customer experience and address feedback.
  • Collaborated closely with the kitchen and bar teams, ensuring seamless coordination between front-of-house and back-of-house.
  • Ensured compliance with health and safety regulations and maintained a clean and safe environment for both staff and customers.
  • Proactively addressed any issues or challenges that arose, implementing effective problem-solving strategies to maintain smooth operations.
  • Stayed abreast of industry trends, constantly seeking opportunities to enhance the venue’s offerings and maintain a competitive edge.

FIT (Free Independent Traveler) Agent & Group Reservation Coordinator @ The Westin
2015 – 2016
Maroochydore, Queensland, Australia

  • Efficiently organized accommodations for conference and travel groups, managing reservations for up to 262 rooms.
  • Conducted telephone sales, effectively promoting hotel services and securing bookings for individual travellers and group clients.
  • Built strong relationships with internal and external customers, ensuring exceptional customer service and guest satisfaction.
  • Acted as a Service Culture Leader, delivering engaging training sessions on service culture to fellow associates, and fostering a customer-centric mindset.
  • Organised and chaired weekly meetings with operational staff, facilitating effective communication, and ensuring smooth coordination of hotel operations.
  • Collaborated closely with various departments, including front desk, housekeeping, and sales, to ensure a seamless guest experience and efficient service delivery.
  • Provided personalised assistance and recommendations to guests, addressing inquiries, and resolving any issues or concerns promptly.
  • Maintained accurate and up-to-date records of reservations, ensuring proper billing and documentation for group bookings.
  • Demonstrated excellent organisational skills, coordinating group check-ins, and managing room allocations according to specific requirements.
  • Monitored and maintained inventory and availability of rooms, optimizing occupancy rates and revenue generation.
  • Upheld and enforced hotel policies and procedures, ensuring compliance with quality standards and industry regulations.
  • Actively stayed informed about local attractions, events, and dining options to provide guests with valuable recommendations to enhance their stay.

Front Office Manager & Restaurant and Bar Manager @ Rydges Hotels and Resorts
2010 – 2013
Melbourne, Victoria, Australia

  • Successfully managed all aspects of the hotel, including Housekeeping, Front Office, Banquets, and Restaurant and Bar operations.
  • Demonstrated strong service recovery skills, effectively resolving guest complaints and ensuring customer satisfaction.
  • Managed reservations and implemented yield management strategies to optimize room occupancy and revenue generation.
  • Facilitated effective communication and collaboration between all departments, fostering a cohesive and efficient working environment.
  • Oversaw a large budget, ensuring cost control measures and maximising profitability while maintaining high service standards.
  • Conducted data and reporting analysis to identify opportunities for improvement in business operations, resulting in enhanced efficiency and guest experiences.
  • Implemented proactive measures to improve service quality and operational effectiveness, utilizing feedback and data insights.
  • Led and supervised a diverse team of staff, providing guidance, training, and support to ensure exceptional service delivery.
  • Ensured compliance with brand standards, policies, and procedures, maintaining a high level of quality and consistency.
  • Developed and implemented standard operating procedures to streamline operations and enhance guest satisfaction.
  • Collaborated with marketing and sales teams to develop and execute promotions and marketing initiatives, driving customer engagement and revenue growth.
  • Monitored guest feedback and online reviews, taking appropriate actions to address concerns and continuously improve service quality.

Interests/ Hobbies

  • Travel and cultural experiences
  • Learning languages including coding languages.
  • Reading
  • Live music

Skills

  • Ability to work individually and unsupervised or cooperatively
  • Ability to build trust quickly
  • Deep sense of empathy
  • Active listening
  • Takes any report from good to great
  • Sense of excellence
  • Ability to identify risks

Achievements

  • Winner of the Great Safety Award – Corporate Office
  • Nominated multiple times for Great Business Award and Employee of the Year
  • Volunteered at Marianville Secondary School Papua New Guinea to raise funds for a swimming pool to teach students to swim