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About

About.

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You might already know me as the Knowledge Bird, but I began my career in technical support, not too differently from today’s support ops and customer success knowledge workers.

My 14 years’ experience in support took me from dial-up modems at One.Tel to broadband network operations at Optus, and then batch operations and IT support for the Police Bank. Each experience further motivating me to promote better knowledge management for everyone—from scale-ups to large-scale enterprises.

I’m certified by The KCS Academy to deliver training in Knowledge Centered ServiceⓇ and Intelligent Swarming℠, and creator of Keys to a Kickass Knowledge Base. I’m a member of the Australian Institute of Company Directors, past director of ITSMF Australia, and contributing author to several industry publications, including VerISM and ITIL 4 Create Deliver and Support.

As co-founder and General Partner of Pick & Shovel Ventures, I help CEOs and heads of customer success and experience establish the good practices they need to confidently push through the growing pains of scaling customer support and service functions.

For service management teams in complex environments with competing demands, you’ll appreciate my pragmatic approach to improving outcomes with knowledge management in service delivery, preparing you for successful automation and more project delivery throughput.