Alex Ferrao
Melbourne,VIC
Summary
Driven technical and project management professional with over 5 years of experience in the FinTech sector, specializing in strategic onboarding and project management. Eager to bring expertise in client engagement and technical project delivery to FrankieOne, aiming to enhance customer satisfaction and streamline integration processes for high-value clients.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Associate Product Manager / Support Manager / Senior Technical Support Engineer
IDVerse - An OCR Labs Company
06.2021 - 01.2024
- Spearheaded creation and management of global customer support center, designing comprehensive onboarding strategy using JIRA that tailored system customizations to enhance client interactions and streamline issue resolution processes
- Orchestrated implementation of JIRA automations, significantly enhancing team productivity by 30% and slashing customer response times by 25%, thereby elevating client satisfaction levels during critical onboarding phases
- Led development and management of analytics dashboard, overseeing full lifecycle of this project to track ticket handling and SLA compliance, ensuring projects adhered to stringent timelines and contractual obligations
- Partnered closely with Product Management and Engineering teams to guide and execute detailed API and software testing, ensuring solution configurations were optimized for client-specific environments
- Developed and nurtured strategic client relationships, continuously assessing and refining onboarding processes to enhance compliance with regulatory standards and improve customer loyalty
- Proactively identified and resolved key operational gaps in support process, implementing strategic improvements that minimized risks and enhanced overall project delivery efficiency
- Trained team of 6, resolving complex technical and customer support issues across JIRA, email, and phone, upholding high service standards
- Authored and updated over 30 technical documents including FAQs and user guides, improving client self-sufficiency and reducing support calls by 20%.
- Monitored industry trends and competitor activities, making strategic recommendations based on findings.
Technical Account Manager
Beakon Software
01.2021 - 04.2021
- Managed client relationships for over 30 major accounts, ensuring timely change requests and high-level technical support via Jira, email, and phone
- Directed and executed critical software functionality and interface enhancements for 5 key client platforms, aligning with strategic project goals and boosting user satisfaction demonstrating successful client-centric solution delivery.
Compliance Analyst
Marsh
03.2019 - 07.2020
- Directed IT governance and cyber compliance for 20+ projects within APAC Global Delivery Service, enhancing compliance adherence by 15%
- Coordinated and completed over 30 audit tasks, ensuring timely completion and proactive renewal planning for continuous compliance
- Utilized SharePoint, JIRA, and Planview Troux to enhance reporting efficiency and accuracy for 30+ audit tasks, improving task tracking and stakeholder communication
- Collaborated with stakeholders to integrate Risk Assessment findings into strategic planning, aligning with ISO31000 and ISO27001 standards.
Software Engineer
Oztech Intelligent Systems Pty Ltd
10.2017 - 11.2018
- Served as sole IT authority onsite, managing internal systems and overseeing third-party services for offsite backups and advanced IT support, ensuring seamless operations and enhanced data security
- Developed and implemented three key software solutions that improved system monitoring and security, reducing security incidents by 30%
- Created 10+ PowerShell scripts to automate routine administrative tasks, increasing operational efficiency by 20%
- Managed all aspects of Microsoft 365 user accounts and provided direct support to users and clients, effectively resolving networking and technical issues
- Designed and executed a critical monitoring system using Bash Shell and Python scripts integrated with the TeamViewer API, allowing for real-time notifications of client system status, thereby reducing downtime and improving client response strategies
- Engineered and maintained robust IT infrastructure, including managing Fortinet Firewall configurations to optimize security without compromising service quality
- Conducted comprehensive testing and configuration of VPN setups for remote service technicians, ensuring secure and efficient access to corporate networks in compliance with industry best practices
- Educated end-users on leveraging new systems and software, significantly enhancing their operational efficacy and adaptation.
Education
Bachelor of Science - BS - Computer Science
Western Sydney University
Sydney, NSW01.2016
Skills
- Project Management and Execution
- Client Relationship Management
- Technical Solution Development and Testing
- JIRA and Process Automation
- Risk Assessment and Mitigation
- Strategic Planning and Execution
- User Story Creation
- Product Backlog Management
- Data-driven decision-making
- Application support
- AWS Monitoring and Logging
- Scripting Languages
Certification
CompTIA Security+, CompTIA, 09/01/20, 09/01/23
Timeline
Associate Product Manager / Support Manager / Senior Technical Support Engineer
IDVerse - An OCR Labs Company
06.2021 - 01.2024
Technical Account Manager
Beakon Software
01.2021 - 04.2021
Compliance Analyst
Marsh
03.2019 - 07.2020
Software Engineer
Oztech Intelligent Systems Pty Ltd
10.2017 - 11.2018
Bachelor of Science - BS - Computer Science
Western Sydney University
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