Technical Project Manager | Implementation & Client Success | Presales & Solution Consultant

Australian telehealth startup providing digital healthcare access to patients nationwide. Engaged as freelance advisor to support customer discovery and product development.

- Applied presales discovery methodology to a product context, conducting customer research and advisory for an Australian telehealth startup, with findings directly informing platform priorities that resulted in nationwide eScript certification (April 2025) and growth of the doctor network.
- Worked closely with the founder to build customer consultation frameworks, drawing on presales discovery methodology from TBTC; participated in customer feedback calls to identify pain points and translate them into structured feature requirements.

Telstra TBTC is a specialist B2B division of Australia's largest ICT and telecommunications provider, delivering enterprise technology solutions to SME and enterprise clients across Western Australia.

- Managed 5-10 concurrent ICT projects ($5K to $100K+) coordinating cross-functional teams of at least 8 stakeholders, keeping deliverables on track and preventing scope-creep.
- Acted as Single Point of Contact (SPOC) across multi-vendor teams, external contractors, hardware partners, and network technicians to ensure delivery of agreed solutions.
- Resolved 8+ critical escalations weekly (400+ cases over 2.5 years) by navigating multiple CRMs (Salesforce, Siebel) and legacy systems, coordinating teams, and executing hands-on troubleshooting to prevent service disruptions.
- Personally tested and validated 5G/4G routers, WiFi devices, Cel-Fi signal boosters (Nextivity), and UC hardware in controlled environments to verify integration compatibility and identify failure conditions before client deployment.

Tools: Jira, MS Project, Salesforce, Oracle Siebel
Vendors: Cisco, Fortinet, Microsoft, Huawei, Inseego, Teltonika, Nextivity, Poynting

- Managed a portfolio of 500+ SME and enterprise accounts, consistently generating $3-5k in weekly gross profit through consultative discovery and solution design across connectivity, security, and cloud collaboration solutions.
- Improved rural connectivity by ~50% by analysing coverage maps to understand network gaps, then designing targeted solutions (boosters, antennas, 5G failover) for underserved business customers.
- Advised SME and enterprise clients on service plan selection, translating SLA tiers, support channel differences, and contract structures into practical business terms, ensuring clients understood the value of enterprise-grade solutions against consumer-grade alternatives before committing.

Telstra-licensed retail operation managing consumer and SMB customer acquisition, device activations, and service delivery.

- Led team to a Top 25 national ranking (4.5/5 balanced scorecard) within 6 months out of 322 stores
- Managed full store operations including workforce planning, compliance, inventory and IMEI controls, cash reconciliation, and vendor RMA coordination.
- Coached team on solution-focused consultations, ethical selling, and CRM utilisation across hardware, mobile, and SaaS products.

- Ranked 2nd in Sydney South (Q3 2019) through technical product depth, consistently high NPS, and solution-focused consulting.
- Selected for Telstra's fast-track leadership program as a top talent in the Sydney South region.
- Mentored peers on technical consultation and CRM usage; consistently achieved top-tier customer satisfaction scores.

Delivered device consultations and demonstrations; recruited directly into Telstra based on sales performance and technical expertise.