Profile

About

Christian Dunn BSc (Communications)

IT Consultant / Developer / Solution Architect / PreSales Engineer / Support Consultant / Support Manager / Application Service Manager / Director of Customer Satisfaction

Specialties

troubleshooting, technical diagnosis, website design, solution design, remote management and monitoring, presales, CRM, Visual Basic scripting and development, Microsoft Windows, server and desktop architecture, training, ITIL, support

Technical Experience

Website Development

Joomla
Wordpress
HTML/SHTML/XHTML/CSS
Javascript/ASP/CGI/PERL/PHP
IIS/Apache
.NET

Software Development

VB/VBScript
VB.NET
C#
StayinFront CRM 8,9,10,11,12
SQL

Supported Systems and Applications

Windows 95/98/ME/2000/XP/2003/Vista/7/8/10/11/2008/2008 R2/2012
Exchange 2003/2007/2010/2013
SBS 2003/2008/2011
SQL 2000/2005/2008/2008 R2/2012
Office 2000/XP/2003/2007/2010/2013
Citrix XenApp 6/6.5
Remote Desktop Services
NAS/SAN/iSCSI
VMWare ESXi/Hyper-V
LEAP Legal Software
ISoft Patient Administration System
StayinFront CRM 8/9/10/11/12
MYOB Premier/Enterprise/AccountRight
Dynamics CRM
SharePoint 2/3
IIS6/7/7.5
Android/Blackberry/iOS
Cisco/HP/Netgear Networking
ADSL/EOC/MPLS Network
SonicWall Firewalls and Routers
Synology NAS Devices
VPN/IPSEC VPN
ConnectWise
Kaseya
Quosal
Moodle
SpiraTeam

Services

DataCentre Architecture
Networking
System Administration
Database Administration
Business Analysis
PreSales
Support
Application Services
Customer Success

StayinFront Group Australia (2013 - Today)

StayinFront produces the leading edge StayinFront CRM for Life Sciences and Consumer Goods markets. www.stayinfront.com

From Mar 2023 I accepted the role of Director of Customer Satisfaction to ensure that StayinFront's products and services help customers to be successful and provide them will solutions to satisfy their business requirements.

From May 2017 I accepted the role of Global Application Services Manager for StayinFront. In this role I am responsible for managing a global team of application service managers responsible for the support and success of our customers.

From November 2013 I accepted the role of Client Support Services Manager for StayinFront. In this role I am responsible for managing a team of support consultants and technical account managers dedicated to providing excellent customer service for StayinFront Australia and StayinFront Singapore customers spread across the Asia Pacific region.

From January 2013 I returned to StayinFront as a Technical Account Manager / Technical Specialist. As a technical specialist I am responsible for running training courses, providing customer support, troubleshooting technical issues and installing software for multiple versions including 8,9,10,11 and 12. In this role I support customers nationwide providing end user and server support for their software and supporting StayinFront Group Australia Infrastructure. As a technical account manager I am responsible for liaising with clients regarding the configuration and implementation of their system to ensure they are gaining maximum productivity out of StayinFront CRM and leveraging it's potential within their business.

I Know IT (2010 - 2012)

I Know IT is an IT support, consulting and Managed Services provider.
www.iknowit.com.au

From May 2010 to December 2012 I worked as a Senior Systems Engineer and Solution Architect for I Know IT.

As the Senior Systems Engineer for a managed services provider I am responsible for the management and development of our networks and those of our clients. This includes designing, developing and ultimately implementing better solutions and services to ensure the security, stability and reliability of those systems. This involves managing multiple technologies from Desktops to Servers, Networks, VOIP systems and virtual infrastructure. In 2011 I designed and delivered a virtualised datacentre solution with multiple storage attached network devices and a dedicated MPLS network link for a rapidly growing company.

As the Solution Architect for a managed services provider I am responsible for taking customer requirements and configuring, designing or developing appropriate solutions for our customers involving hardware, software and implementation and support services. I also perform technical consultation for customers of existing systems or proposed solutions.

As the Network Administrator I am responsible for our internal systems and network to ensure business continuity for our critical business systems including Exchange, Sharepoint, Connectwise, Onsight (Kaseya), Quosal and MYOB. I am also for procuring, planning and communicating network systems upgrades as required to meet business requirements.

To meet these responsibilities I am constantly learning and researching new hardware, software and systems to keep up to date with the latest technology that is leading edge, not bleeding edge.

StayinFront Group Australia (2006 - 2010)

StayinFront produces the leading edge StayinFront CRM for Consumer Goods, Sporting, Financial Services and Consumer Goods markets.
www.stayinfront.com.au

From May 2006 – October 2007 I worked as a Training and Support Consultant for Client Support Services. I was responsible for running training courses, performing regular client support visits, handling helpdesk calls, troubleshooting technical issues and installing software for multiple versions including 7.5, 8, 9.1 and 9.3. StayinFront supported customers nationwide providing end user and server support for their software. Training courses involved learning and training custom client solutions to their new staff usually in small classroom sessions.

Between Aug 2006 – March 2007 I additionally acted as the Australian System Administrator/IT Manager. I was responsible for all IT infrastructure in the Sydney and Melbourne office. This also involved responding to emergency incidents such as alarms or power failures out of business hours and liaising with building management for major work. I took on this responsibility near the end of a major project to implement a Cisco voip network with 100 endpoints including softphones and desk phones. I resolved all outstanding technical issues and supported the system and handed this over to the new system administrator. At this time the network consisted of over 10 physical servers and 6 virtual servers. Each virtual server ran up to 12 virtual machines. The system consisted of an auto-loading tape backup, UPS hardware, SAN with 5GB SCSI backplane, Cisco switches and routers, Cisco VOIP system, Windows 2000/2003/2008 servers, VMWare Server 2.0, Virtual PC, Cacti network monitoring, VMWare ESXI servers, Microsoft Exchange, SQL Server 2000/2005, Active Directory, VPN. I was responsible for removing legacy Virtual PC servers, standardising vmware and migraing to ESXi from the Windows based Server 2.0. I trained the new system administrator on internal systems and assisted in IT administration and support when required for major upgrades or incidents.

From October 2007 – May 2010 I worked as a PreSales Engineer/Business Analyst for Professional Services.

I performed these roles simultaneously shared depending on workload. This allowed me to follow some customer solutions through from the presales to the sale, design, development to the implementation. During this time StayinFront introduced CRM 10, 11 and 12. I was involved in the testing, design and development of solutions for all of these platforms. StayinFront is ISO 9001 and GMP compliant.

In my role as a Business Analyst I was responsible for conducting customer solution scoping workshops with clients. These sessions led to the creation of Technical Specifications for their solution. The final project I worked on involved over 12 months of Business Analysis and 500 pages of Technical Specifications for the solution for which I was the primary business analyst. I reported to the Manager of Professional Services and I worked with various Project Managers, Developers and the Head of Software Development in relation to scoping solutions and designs. I also worked closely with Client Support Services in identifying issues and solutions, training staff in how to resolve specific issues for this customer and in identifying issues to be escalated for future changes. I assisted in developing test scripts and working with the QA team to train them in new solutions and assist them to develop and run test scripts, identify and resolve issues they identified in testing and escalate to these to developers. I worked across approximately 15 clients with 6 active projects at any time.

In my role as a PreSales Engineer I was responsible for responding to RFI (Request for Information) and RFP (Request for Proposal) technical documentation, configuring and demonstrating client specific solutions on various platforms to 'c' level audiences, developing sample websites with API integration, assisting in technical sales meetings, providing technical support for the sales team and working with R&D on new solutions, resolving major issues and custom solutions. As the sole PreSales Engineer for StayinFront Australia I supported the sales team in both the Sydney and Melbourne offices and conducted sales support for clients on the east coast.
Demonstrations were performed on Mobile Devices, Laptops, Tablets and using WebEx online conferencing. As I was more aware of new technologies and solutions and responsible for assisting in selling these my experience in visual basic assisted in customising the StayinFront CRM .NET platform and I had the opportunity to extensively learn new products. This led me to train and support Client Support Services in the deployment of the latest platforms to customers. One of my personal areas of interest was Customer Analytics and Segmentation. In this role I reported to the Sales Director and Managing Director but worked closely with the sales executives and developers in designing and demonstrating new solutions. This gave me more involvement in new solutions and development allowing me to assist in the design of new industry platforms, internal systems and new components. I was heavily involved in the configuration and design of the financial services solution and sporting solutions unique to the Australia market. I also developed some local R&D components for demonstrations including Google Maps, Geolocation and social network integration. One of my final projects was to assist in the business analysis for the Australian configuration of the StayinFront CRM 12 EdgeRx cloud saas solution in its development.

South East Sydney And Illawarra Area Health Service (2005 - 2006)

In 2005 - 2006 I was contracted to work as a Patient Administration System (PAS) Trainer using the iSoft Patient Management (iPM) for the Information Systems Division of the South East Sydney And Illawarra Area Health Service.

My work as a trainer involved developing, revising and teaching training courses and creating training materials on a site by site basis as a level 2 Health Services Manager. I provided classes to super users and general users as well as providing on-site support post implementation.

The project involved relocating site for each 4 month implementation including preparation, training and then implementation and go live support. At each site the first month involved developing the training materials and courses. The following three months involved classroom style training of 4-8 hours a day in classes of up to 30 nurses and doctors who needed to use the patient management system. The solution was designed to relieve the switchboard staff at the hospital by providing a way for staff to perform bed management and catering changes directly from the wards. The age and experience of students varied greatly from those unfamiliar with computers through to training power users. At go-live of the new system trainers worked shifts to provide 24 hour support for the hospital staff. The following two weeks involved onsite and remote support including assistance in the emergency department and wards.

I was involved with implementations of the iPM software at the Sydney Hospital, Prince of Wales/Royal Hospital for Woman/Children's Hospital and the St George Hospital.

IT Consulting (2001 - 2006)

I worked as a self employed consultant for many years and migrated to the www.chris.dunn.name website from 2003.

I performed independent IT consulting, web design, software development and database development.
IT services included site relocations and IT support for small businesses with Windows networks.

I have also developed my own software, some of which is available for download or purchase from this site.
While I still support and develop software through this site I stopped external consulting work in 2006.

Some examples of consulting work include:

UNSW International Students Research Centre Database Design and Development work.
Diabetes Transplant Institute Prince of Wales Hospital Website Design.
Berts Softdrinks Website
IT Support Consultant for Australian Soft Drink Association
2003 - 2004 Privacy and Security Consultant for PASS Privacy and Security Services
This startup from the founder of IT-is-Magic provided consulting services for small businesses
Science communication and database development for the Gene Technology Information Service (a part of Biotechnology Australia)

In 2010 I adopted the www.chrisdunn.name URL.

UNSW Science Communications (2002)

I perfomed a Science Communication Internship at the Diabetes Transplant Unit at the Prince of Wales Hospital where I performed web design and media production work as well as being involved in the organisation of the NSW Stem Cell Workshop held at UNSW on Nov 19th 2002, [www.diabetes.unsw.edu.au]

I also taught a web design workshop for Australian Science Communicators Society c/o UNSW Science Communication, Wed 19th June, 2002. (volunteer)
This was a course for approximately 20 science communicators to learn basic web design.
Some of the materials for this workshop are still available on this site on the Science Communication page.

UNSW Union (2001 - 2002)

From 2000 -2001 I worked at the University of New South Wales Union Student Development Department as a clerical assistant performing filing, reception and administration duties for the union and assisting with managing and coordinating creative development courses.

In 2001 I became involved with UNSW Union IT department (some volunteer) assisting at JAVA@JAVA internet café and performing application development. The IT Department was contracted to IT-is-Magic who I worked with performing application development and networking. I also performed some external consulting for IT-is-Magic

Due to my involvement in IT my clerical position became more involved with the Administration, support and software development for the student computer labs which became managed by the Student Development Department which I was employed by. My IT related activities included application development, system administration, networking, SQL and Visual Basic development. Software applications include: print queue manager, automation software for computer labs and internet café.

From late 2001 to January/February 2002 I worked on the development of a membership database system for the membership services division. This project involved ASP, COM+, SQL, VB and JAVASCRIPT. The project was to develop a secure centralised member services database application drawing together a number of individual student databases. I was the only developer working on the project for a period as I took over from the external consultants who developed the framework.

The Pool Clinic (1996 - 2012)

I started working at the Pool Clinic in my spare time when I finished school in 1996 working in the showroom, delivering goods and cleaning pools.
From 2003 to 2005 I worked as an assistant manager and spa salesman.

In 2000 I took over development of Lookup, the primary product and customer search tool and developed the Bookings database for customer job management.
Since then I have managed all IT infrastructure for the business.
This has involved the development of Access, SQL and Visual Basic software, the design and operation of their website [www.poolclinic.com.au] which has been maintained and updated since 1997.
The business runs 8-10 desktops, 6 printers and a networking environment that has consisted of over 150 metres of network cables and has been upgraded from green screen Wyse-100 terminals to Windows 95,2000,XP and now Windows 7. These computers perform simple functions in a challenging environment and the key to the design of the current solution is simplicity with desktops able to be easily swapped out or replaced when failure occurs and data is backed up offsite and tested regularly to ensure business continuity.

Recently they have been deploying commercial swimming pool chemical controllers that are network enabled and can be managed remotely.