Griffith University

James Cook University

Lead Support Engineer at Acquia

In my role as Support Product Hub Lead, I am responsible for my team providing assistance to customers for issues related to Development Tools products. This requires keeping the team up to date with product knowledge, triaging of customer issues queue, providing management with quarterly product supportability scores.

Acquia

Support Product Hub Lead

As a Lead Support Engineer I have been responsible for leading the Australia Pacific Japan region team in working to assist customers with challenges with Acquia products, development workflow and availability of their hosted websites. 

Essential Skills:
- Facilitates and mentors others on  technical problem resolution calls with customers.
- Manages standard technical escalations with minimal management participation
- Handles multiple complex issues and works through multiple avenues of investigation
- Manages concurrent priorities set by customers, Support Leadership, and other Acquia teams.
- Understands the business and technical impact of an issue
- Communicates complex issues and technical situations to internal staff and customer effectively

Technical Skills: 
- Troubleshoots highly complex issues
- Contributor to internal tooling
- LAMP stack
- AWS infrastructure
- Acquia Cloud Operations and Acquia hosted products and services

Support Skills:
- Mentors new or less experienced team members
- Works with team members to troubleshoot all levels of customer issue
- Works independently and assists management with team backlog balancing

Leadership Skills:
- Collaborates cross functionally and proactively develops and leads team training on key topics (technical and soft skill)
- Participates in technical resolution for critical incidents
- Participates, coordinates, and encourages knowledge contribution across teams and departments.

Lead Support Engineer

Senior Support Engineer

Support Engineer

Queensland Department of Education

Mathematics, Science and Physics Teacher

Through a grant from the Citizen J programme at the State Library of Queensland, I was a facilitator on two occasions, educating people on the pros and cons of quadcopters and taking them through learning to fly them and use the video capabilites.

State Library of Queensland

Drone Workshop Facilitator

Provided computer training in Windows 7 and Microsoft Office 2010 for people with Basic and Intermediate levels of experience

September 2011: Basic Computer Lessons – 8 Lessons
October 2011: Intermediate Computer Lessons – 6 Lessons
November 2011: Basic Computer Lessons – 6 Lessons
March 2012: Basic Computer Lessons – 6 Lessons
May 2012: Intermediate Computer Lessons – 6 Lessons

Geek Boy Technultancy

Computer Training Provider

Skills: Content Management Systems (CMS) · Programming

Fellow developer

Performed Website Drupal 5 Minor upgrade for SPELD Qld
Migrated Existing content (Information Pack) originating in Word and PDF format into
Drupal
Installed and configured Drupal Ubercart Shopping cart module
Migrated Membership data in Access Database format to local library database

SPELD Qld

Freelance Analyst Programmer & Website Developer Scope

Contracted with Marmalade Soul
Implemented Drupal 6 Website customisation of modules including node_embed, i18n, webform,
countries_api, wysiwyg, ckeditor
Performed trial of website comparison tool using httrack and awk, bash scripts and C++
Developed application using Java and Google Translate to translate spreadsheet
listing of websites and associated titles

Cochlear

Drupal Module Analyst/Programmer

Website Development
Installed and configured Drupal 5
Developed FTP client to parse RTF file for local library legacy database and import into Drupal site
PHP customisation to various sites including updating of forms, automating email of data

Website Developer

Installed and configured Drupal Content Management Systems for a number of organisations
Review and fix PHP and Javascript bugs for a number of organisations
Provided PHP customisation to various sites including updating of forms, automating email of
data
Developed FTP client in Java to parse RTF file for local library legacy database and import into
Drupal site for SPELD Qld
Sites that I have worked on:
- www.speld.org.au
- www.pro-liteoz.com
- www.mackaywaterskiclub.com
- ownyourownatm.com.au
- www.hayeshr.com.au
- www.coralsandsmotel.com.au

Freelance Analyst Programmer & Website Developer

Upgraded the web site to be dynamic using Drupal.
Assessed and implemented accessability requirements for the web site according to W3C standards.

Designed and Implemented Website using Drupal 5 Content Management System for Grow
National (www.grow.net.au)
Imported existing Policies and Procedure in Microsoft Word format to Drupal content
Researched the use of “OpenMeetings” web based software for use of communicating with
groups of people in remote locations
Installation and customisation of Knowledgetree software for Cappola Chiropractic Clinic

GROW

Web Site Developer

- I designed and developed Visual C++ software for use in research for two Honours students.
- I designed and developed software for a research experiment investigating the role of sound in the use of Head-Mounted Displays. The software showed a number of squares that bounced about the display and made sounds when they collided. The squares could have a number of parameters such as size, speed, etc configurable.
- I designed and developed C++ for a research experiment investigating the role of motion in the use of Head-Mounted Displays. The software showed a number of circles that could move as a group. The circles could have a number of parameters such as size, speed, etc configurable.
- I wrote a technical document detailing the installation, configuration and known issues with the software.
- Modifications were made using Microsoft Visual Studio 2003 and the Microsoft Foundation Class library, including DirectX.

University Of Queensland

C++ Analyst Programmer

- I modified an existing C++ programme which is currently being used for a research into human concentration. The programme requires that the person performing the test observe the number of times that a red and black ball bounce off each other. The modification required a sound be played each time the balls bounced off each other.
The programme required to be run under Windows XP and Windows CE and used a Head Mounted Display device in place of a computer monitor.
Modifications were made using Visual Studio 2003 and the Microsoft Foundation Class library.

- A major task of the role was to produce and submit the annual report on Students with Disabilities Costings for 2005 to Department Of Education, Science and Training (DEST).Cost figures from a variety of sources including Casual Salaries, Accounts payable, the University student database (SiNet) were collated these into the report.
- Modification of Disability Management System Access Database
- Managing Peer Note Taking Program
- Liaison between IT Software Development team and the Student Support Staff providing technical and process flow clarification for the current work in progress Requirements document for the new Disability Management System.
- Overseeing of the loan and maintenance of special needs equipment

Database Administrator / IT Technical Adviser

- I liaised with the Sustainability Project Officers to design, build, and test a Database (Microsoft Access 97) to collect and manage prospective rebate applications. I created a database to firstly collect Applicant details and then to automate the process of calculating sustainability points scored by applicants, record a status for each application and capture correspondence.
- Flow chart of Application Processing
- Database to collect Sustainablility Criteria for 500 Rebates
- Database to collect Correspondence Details between Applicant Details and Brisbane City Council Staff
- Visual Basic programming to handle the complexity of selecting and scoring the Sustainability Criteria.
- Created and Designed Reports in Microsoft Access 97 on 
- - Rebate Applicant Details by Ward
- - Applicant Missing Information
- - Total Cost of Rebates Issued
- - Popularity Of Sustainability Criteria
- - Correspondence Details

Brisbane City Council

Database Developer

- Upgraded and built Pentium and Athlon machines ranging from Pentium I to Pentium IVs. These machines have been built with Windows 2000 operating systems and various software. I also built and tested Macintosh PowerPCs and IMacs using OS7 to OS9.
Assisted clients with problems both over the phone and in person ranging from simple "How Tos" for Windows related tasks to removing Viruses and configuring Firewalls. 
- Developed the office database which was based in FileMaker Pro 5.5.  I improved on the structure of the database, both in the data management and the presentation of user screens and forms. Improved process of importing data from the Gold Coast branch.
- Improved the process of sending  Home and Community Care Minimum Data set (HACC MDS) had been automated and streamlined to prepare the data within 5 minutes.
- Installed and configured a Linux File Server using SuSE 9.1 Linux which  served as a central Document File Server for the TADQ office Windows 2000 computers.

Technical Aid to the Disabled Qld Inc

Computer Technician and Database Administrator

- The development of a prototype application for a handheld GPS device running Windows CE. This application provided position details in the form of emails to a head office.
- The development of an application for a barcode reader to perform stock takes and synchronise this data with the customer database. For my part, the project initially involved producing a Requirements Specification which involved a number of revisions and close liaison with the customer to clarify these requirements. Development then involved programming for a DOS platform and providing interface to the database via Microsoft ODBC.

DataTrack Solutions

Software Engineer

- Analysed and reported on the implications of OASIS on current Sonar applications
- Analysed and Designed communications layer (TCP and UDP protocols) incorporating GNU Common C++ base classes
- Analysed and Designed command handling
Supervised two full time employees who worked with me to implement the design
- Provided detailed design documentation using Rational Rose 98
- Performed unit testing of features leading up to and including Factory Release Testing
- Liased with Configuration Manager to improve management of application and library intended for a company wide basis
- Liased with other vendors to solve interfacing problems between the two systems

Thomson Marconi Sonar

- Improved Tcl/Tk User interface for providing feedback as to the status of hardware components
- Corrected bugs related to TCP and in measurement algorithm code
- Assisted in preparation of Factory Release Test documentation
Improved application package management and installation

- Calculated estimates of project cost (estimated at $800,000), including software development, hardware procurement and people resources, and estimated and scheduled work for the period of 8 months 
- Analysed Network Management systems of sites in Phnom Penh, Ho Chi Minh and Hanoi for Year 2000 impact 
- Provided report recommendations to Telstra for Year 2000 problem resolution 
- Provided telecommunications technical advice to team of up to 10 members, consisting of developers and testers 
- Supervised and coordinated upgrade of Oracle 5 database to Oracle 7.4 
- Directed the improvement of Application User and System Manuals documentation, requiring the modification of 30 pages 
- Coordinated the enhancement of the release of software to the operations environment through the implementation of automated processes for releases

IBM Global Business Services

Systems Analyst and Team Leader

Calculated estimates of project cost to be around $700,000, including software development, hardware procurement and people resources, over a 12 month period
Coordinated the analysis of Alarm Management System real time application for potential Year 2000 problems, requiring the testing of 15 individual equipment interface device drivers and classes
Coordinated and assisted in the definition, preparation and execution of 40 test cases for Year 2000 testing of Telstra in-house Alarm Management real time applications
Updated documentation on alarm system interfaces for up to 15 various equipment types as a reference source for developers
Provided telecommunications knowledge technical advice to team of 6 members

Developed "feedback" alarm for interfacing to Alcatel S12 telephone exchange, in C++ on Unix Solaris 2.5 platform
Enhanced and troubleshooted C++ classes serving as alarm system interfaces to telecommunications equipment of the Telstra International network
Provided support and maintenance for alarm system interfaces at time of the upgrade of international telephone exchanges (Alcatel S12)
Developed monitoring system for building services alarms in Tcl
Documented alarm system interface formats for interfaces to telephone exchanges as a reference source for developers
Updated reference documentation on C++ class structures used to interface to different equipment types and their interaction
Advised help desk support staff of real-time applications workings and assisted with trouble-shooting of applications

Troubleshooting C++ classes interfacing to telecommunications transmission equipment
Assessed design of C++ and Tcl of telephone exchange alarm monitoring system (CCS7)
Advised help desk support staff of real-time applications workings and assisted with trouble-shooting of applications
Gathered requirements for real-time software from Telstra international network operations staff

Telstra

Systems Analyst and C++ Analyst Programmer

Planned schedule and estimated implementation of Telstra UK operations support system
Configured and tested installation of real-time alarm management and Oracle version 5 database applications at the Telstra UK site (London)
Developed test cases for Oracle database application and real-time alarm management applications for Telstra UK implementation
Trained Telstra UK operations staff on inventory database application and real-time alarm management applications
Responsible for a $1,800,000 project, including software, hardware and people resources, to upgrade and install monitoring equipment throughout the Telstra International sites, whilst liaising with supervisor 
Managed the upgrade of alarm systems throughout Telstra International sites and reported progress to supervisor
Managed installation of Bearer Monitoring equipment for the Telstra International sites for monitoring 140 Mb/s and 2 Mb/s bearers

👨🏽‍💻Mark Corben 🧑‍💻