Work Experience,
Sydney, Australia.
January 1988 - February 1993
65 Epping Road
North Ryde, NSW 2113
Tel: 61-2-870-2100
Fax: 61-2-870-2890
While working for Microsoft's Australian office, I had the opportunity to be involved in a number of
different projects. Below is a list of some of the major projects I was in charge of. If you wish
further information on Microsoft, please check out their World Wide Web Server at
http://www.microsoft.com.
Product Introduction, MS-DOS 5.0
Dec. 1990
Interviewed, hired and trained two full-time support technicians and five contractors for
the introduction of MS-DOS 5.0, Microsoft's first retail release of it's popular MS-DOS
package. Retail release of the product required creating a support service for the general
public. My involvement in the introduction included managing the support MS-DOS staff,
co-writing a support engineers manual on MS-DOS 5.0, and co-presenting a technical
seminar held in Sydney, Canberra, and Melbourne for programmers, support engineers
and IT managers.
Product Introduction, Windows for Workgroups after sales support.
Oct. 1992 ~ Dec. 1992.
Interviewed, hired, trained 15 additional support technicians for the release of the Microsoft's
first mass market PC networking product, Windows for Workgroups. The introduction involved
preparation of a technical support team to tour Australia training dealerships and other technical
staff and mentoring a new Unit Manager to manage the newly created Windows support unit.
Administration involved ordering, preparing office and computer equipment.
Product Introduction, ACCESS for Windows after sales support.
Jul. 1992 ~ Dec. 1992
Interviewed, hired, trained 3 full-time support technicians for the introduction of Microsoft's first
mass market database product ACCESS. This introduction included dealing with changing
development schedules, product specifications and the complexities of changing target market
profiles and support proposals.
Virus Detection / Cleaning System
Apr. 1989 ~ Feb. 1993.
Customising available anti-viral products for distribution within Microsoft Australia to combat
micro-computer virus problems on Apple Macintosh and MS-DOS machines. Distribution of
the package involved local area network distribution and kit distribution, which documentation
internally developed/customised for users to install and use the virus protection/detection tools.
Keeping the system up to date required monitoring the weekly international news on virus activities,
as well as reviewing updated releases of different utilities to combat virus infections. This required
liaisons with staff in the United States and local developers of anti-viral products.
Telephone System Liaison
Oct. 1991 ~ Dec. 1992.
Provided technical liaison service to NEC and Callscan (two telecommunication service providers) on
the performance limitations and expectations of Microsoft Product Support’s installed PABX systems.
This involved logging problem reports from staff and management and tracing the servicing of the
complaints.
The project required extensive redesigns of the telephone queuing system, meetings with NEC
and Callscan representatives to review the project status and goals. Each action required constant
communication to the MIS department and Technical department to ensure that they were aware
of the changes. For example, the PABX Queuing system required re-designing to cope with
limitations in the systems Queuing mechanism and for the various modifications needed as
the department expanded.
Jan. 1992 ~ June 1992.
Provided the technical assistance to Datapoint (a contracted telecommunications company)
on the implementation of the automated telephone Voice Response Unit (VRU). This involved
translating the department’s goals and objectives into the technical specifications for the
Voice Response Unit.
This required coordinating with Datapoint engineers and Microsoft managers for status reports
and reviews. The project implemented a computerised call routing system that allowed telephone
callers to be guided through to the correct service without the need for human intervention.
E-mail directory restructure
Sept. 1990.
Restructured the E-mail directory tree for Microsoft's Australian offices to create a formal
structure that can gracefully grow, remain manageable and be intuitive to users. The design
was to cope with the company's growth and the need to promote increased use of the e-mail
system within the company. The directory tree is still in use in Microsoft's Australian office
and was adapted to the New Zealand office.
The development work occurred during a crisis when the Australian offices had out-grown the
capacity of the then current system and the MIS staff were on leave. Within a week the design
was completed and within three weeks the system was in place, tested and running smoothly.
Disk Master, Manufacturing Quality control
Apr. 1989 ~ Oct. 1992.
Developed and documented a Disk Mastering system for Microsoft Australia's manufacturing
process. Implementation involved three separate departments, (Marketing, Manufacturing and
Technical Services) and provided measurable standards for Disk Masters in Manufacturing.
The system ensured disks were defect free, safely stored and that notification was sent to
required managers on any problems. The system also included quality control procedures
in disk manufacturing to ensure the manufactured disks were good and free of virus infections.
Internal Network Support - LAN Manager 1.0
Sept. 1990 3 months.
Provided primary support for Microsoft Australia's network through installation of hardware
onto the network and configuration of system software on workstations. Remote branches,
such as Melbourne, Brisbane and Perth were supported through the telephone.
Backup support was provided for the MIS team for a further six months during a rapid expansion
of the company.
Bulletin Board System
Jun. 1992 ~ Oct. 1992.
Managed the research and implementation of an electronic Bulletin Board System for Microsoft Australia.
The electronic Bulletin Board provides software updates, tools and technical documentation.
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