Technical / Senior Technical Specialist Service Management – Service Performance at Optus

Represented the Networks team in customer experience forums, advocating for data-driven improvements. Analyzed network performance data to identify drivers of customer dissatisfaction and developed solutions to enhance service quality. Provided actionable insights to management through clear reporting and presentations. Achievements included processing large weekly datasets in Google Cloud Platform (GCP) to enable data extraction, integration into a database, and automated generation of weekly performance reports; deployed ARIMA+ on GCP to address weekly and seasonal performance variability, reducing false investigation triggers and improving anomaly detection; designed geographically bounded reporting (e.g., SA3) to eliminate regional bias and drive adoption of area-based reporting.

Technical Specialist - National Performance at Optus

Led the Optimisation Steering Group (OSG), implementing parameter changes to improve national network performance. Produced and delivered regular network performance reports to senior stakeholders. Achievements included developing an Oracle-based Channel Loading Plan (CLP) to forecast demand and upgrade tower capacity, integrating an offload factor using directed retry, and generating diagnostic reports for newly deployed hardware under pressure to optimise performance by identifying transceiver timeslot issues causing call degradation.

Senior Network Engineer - Design & Performance – NSW/ACT at Optus

Accountable for the performance of the NSW and ACT Mobile Digital Network. Planned capacity enhancements and new site deployments for the Sydney 2000 Olympic Games. Conducted daily and weekly network performance monitoring. Achievements included rapid collaboration with a vendor to reconfigure equipment for high-demand event scenarios, significantly improving call accessibility; partnered with suppliers and competitors to evaluate and implement a new shared-site delivery model with Telstra and Vodafone, now standard in venues like shopping centers and stadiums.