Résumé


An overview of my career.

The following is an overview of my recent career and education. For a more complete picture, please download a PDF version of my CV.

Summary

Having originally qualified as an IT professional, I’ve had a varied career spanning 13 years throughout Australia, the UK and the US. I have experience in varied roles, industries and company sizes; from 3 person startups to 100,000 person corporations.

Since completing a Bachelor of Information Technology, complemented by an ITIL V3 Foundation Certificate, I've undertaken roles in software and hardware support, business application development, outsource relationship management, ITIL Incident and Change Management, and support / service desk team leadership. These varied roles have provided me with a strong foundation across technical and business aspects of IT, and a solid understanding of the needs of internal and external customers.

Combining my technical background with a passion for people, and an interest in service excellence, I have been successful in leading business- and customer-focused teams. I'm often recognised for my ability to analyse situations from several points of view, enabling me to achieve great outcomes for all parties.

Areas in which I've achieved strong results include:

  • Providing leadership to both technical and customer support teams
  • Hiring and retaining technical and customer support team members
  • Developing effective policy and process
  • Delivering internal training
  • Overseeing ITIL Incident and Change Management disciplines
  • Providing leadership and relationship management in an outsourced IT environment

For the complete picture of my professional life please don't hesitate to connect with me on LinkedIn.


Recommendations

Asher Tan
Andrew solved many of our early scaling difficulties associated with customer support. He introduced new processes and software platforms, while training a team which continually delivered a high level of customer satisfaction.

His professional attitude towards work is contagious and was a real inspiration to the whole team.

Asher Tan, CEO at CoinJar

Lúí Smyth
Andrew is an excellent team lead who effectively built a support service from scratch, working in a sector where good customer service is a key differentiator. Under his leadership the support team became adept at meeting the needs of legitimate users while protecting the company against the substantial risk of fraud. He is diligent even under the most hectic of circumstances.

Lúí Smyth, UK Lead at CoinJar

Zhoe Low
Andrew's values and skills have been integral in giving our team stability in an agile startup environment. I admire his professionalism, attention to detail and ability to rally team members. I have seen Andrew handle several stressful situations flawlessly - with a calm demeanour, efficiency and empathy. It has been incredibly rewarding to work with Andy, and his passion and humour have been contagious.

Zhoe Low, Digital Marketer at CoinJar

Aron Bury
Andrew has been an amazing member of the team at CoinJar. His knowledge and experience in managing customer support allowed him to transform support in an early stage and very busy startup that was struggling with keeping customers satisfied.

Within 12 months of joining, Andrew built a team and implemented processes that increased customer satisfaction and reduced response times. Working with Andrew is enjoyable and rewarding.

Aron Bury, Technical Lead at CoinJar

Steve Hopkins
Andy is diligent, focused and immensely responsive to customers during their times of need.

It was his high level of service that our customers came to love and expect, and that we came to always appreciate during times of strategic importance.

I get the sense that, for Andy, customer support is not simply a role or job but a craft he cares deeply about. I believe he's one of the best in Australia and it's for this reason I'd highly recommend working with him should you get the chance.

Steve Hopkins, Business Manager, Yammer Engineering at Microsoft


Recent Roles

Effective Measure

Effective Measure is the leading audience measurement company in the Middle East and Africa, providing the best audience data and insights in this region.

Customer Success Lead • June 2017 – Present

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Teamsquare

Teamsquare is a co-working space in the Melbourne CBD providing office space, community and services to 350 members from small businesses, agencies, freelancers and startups.

Space Manager (Operations & Community) • February 2016 – May 2017

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YGAP

YGAP runs social enterprises, innovative fundraising campaigns and partners with incredible donors. They use this funding to find and back impact entrepreneurs who are changing the lives of people living in poverty.

5cent Campaign Data Coordinator (Volunteer) • September 2015 – August 2016

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CoinJar

CoinJar is a next-generation personal finance account offering a simple way to buy, sell and spend bitcoin.

Head of Customer Support • January 2014 – August 2015

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Microsoft (Yammer)

Yammer is an enterprise social network, empowering employees to be more productive by enabling them to converse, collaborate, and organise with ease.

Technical Support Lead, Asia Pacific, Yammer • July 2012 – January 2014

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Earlier Roles

For details of earlier roles, please download a PDF version of my CV or connect with me on LinkedIn.


Education

Swinburne University of Technology

Bachelor of Information Technology • 2003 – 2006

Awarded scholarship in industry-sponsored course which included 40 weeks of embedded industry based learning.

Grade

Distinction average.