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About

Application Support Analyst and Software Engineer with 16+ years of experience across software development, enterprise applications and production support, including 6+ years in L2/L3 support. Recent experience has focused on troubleshooting production issues across applications, databases, APIs and integrations, working with technical and business teams to investigate incidents, identify root causes and restore services. Software engineering background provides deeper diagnostic capability across SQL analysis, API troubleshooting, log investigation and application debugging, supported by hands-on experience with Microsoft 365, ServiceNow, Power Platform, Python and automation.

Experience6

  1. Application Support Automation & Technical Research

    Oct 2025 — Present

    Self-initiated Projects (Self-employed)

    Created Python automation tools and AI-assisted L2/L3 support prototype using Python, FastAPI, and PostgreSQL focusing on log analysis, service and database health, and diagnostic workflows. Developed data-processing utilities and workflow automation while advancing skills in Power Platform, Power BI and AI-assisted software development.

  2. Business Analyst – Application Support

    Oct 2024 — Oct 2025

    V/Line

    Provided L2/L3 support for critical enterprise systems, managed incidents and service requests via ServiceNow and Jira with SLA compliance. Investigated production issues using SQL, logs, and Postman, performed root cause analysis, coordinated service restoration, supported UAT, releases, and change activities, contributed to disaster recovery planning, and built reporting workflows with Microsoft Power Platform.

  3. Analyst Programmer & L2/L3 Application Support

    Dec 2018 — Jun 2024

    Vocus Group Limited

    Handled production incidents and escalations through ServiceNow, provided L2/L3 support for enterprise applications, resolved complex issues across application, API, integration, and database layers using SQL and logs. Developed and maintained enterprise applications with C#, .NET, SQL Server, and ETL with SSIS, automated operational processes, built Power BI dashboards, documented technical knowledge, and supported disaster recovery procedures.

  4. Application Analyst Programmer

    Apr 2018 — Nov 2018

    Department of Education

    Developed and enhanced enterprise web applications using C#, .NET, ASP.NET, JavaScript, and SQL Server. Upgraded legacy applications, developed REST APIs and system integrations, refactored code for performance, remediated vulnerabilities per government security standards, coordinated penetration testing, and supported compliance and risk management.

  5. .NET Developer – Systems Integration

    Feb 2018 — Apr 2018

    Organon Consulting Pty Ltd

    Developed C#/.NET REST API integrations between Microsoft Dynamics 365 CRM and external systems, implemented real-time data synchronisation workflows, reusable validation services, and tested API requests and data mappings to ensure reliable data exchange.

  6. Hotel IT Support / Systems Support

    Jul 2004 — Feb 2007

    Pacific Islands Club

    Provided operational IT support for hotel departments including reservations, finance, and POS systems. Diagnosed application, hardware, and network issues, installed and maintained software and hardware, supported backups and data recovery, and developed internal applications and reports using Microsoft technologies to improve business processes.

Projects7

  • AI-assisted L2/L3 support prototype

    Developed a Python, FastAPI and PostgreSQL based AI-assisted support prototype to analyse logs, check service and database health, and follow structured diagnostic workflows for application support automation.

    • Python
    • FastAPI
    • PostgreSQL

  • OVAD – Digital Asset Production Platform

    AI-assisted workflow for repeatable digital asset creation, batch processing and controlled review.

    • AI

  • Automated Slideshow Maker

    Python/FFmpeg tool converting photos, video and music into 1080p MP4 presentations.

    • Python
    • FFmpeg

  • YouTube / Video Transcriber

    Python/Whisper utility generating TXT transcripts and timestamped SRT subtitles.

    • Python
    • Whisper

  • ISSACHAR.ai – Research & Strategy Validation Platform

    Python/PostgreSQL platform for market scanning, simulation, analytics, monitoring and strategy validation.

    • Python
    • PostgreSQL

  • ISSACHAR Gold EA

    MetaTrader XAUUSD automation project using EMA/ATR logic, execution safeguards and risk controls.

    • MetaTrader

  • Melbourne Digital Solutions – Smart Website

    Responsive business website with AI-assisted lead qualification and controlled human handoff.

    • AI