Jason Clarke

This resume available online: https://resume.clarkey.id.au/

Who am I?

I am a technical Software Product Manager for a development team responsible for the day-to-day continuous delivery of exceptional print enablement and print management software.

I am the epitome of multi-domain skilled, or T-Shaped, equally at home with customers and 1's and 0's combined with a startup's can-do attitude.

I am driven to solve real world problems with technology.

Experience Summary

PaperCut Software (PaperCut)
Product Manager (Software)
Sep 2020 - Jan 2024 (Optional Redundancy)
Product Engineer / Software Developer
Dec 2018 - Sep 2020
QA & Automation Engineer
Jul 2018 - Dec 2018
SysAdmin/IT Admin
Jan 2014 - Jul 2018
Technical Support Engineer
Jan 2010 - Jan 2014
Glen Waverley Secondary College
Network Manager, Systems and Network Admin
April 2006 - Jan 2010
Clarke Systems (Own Business)
Business Owner
2004 - 2007
Connect Internet Solutions/AAPT (Connect/AAPT)
Senior Support Technician (3rd Level Helpdesk)
April 2004 - Dec 2004
Support Technician (2nd Level Helpdesk)
April 2003 - April 2004
Electronic Productivity Solutions (EPS)
Web Developer / Office Administrator
2002 - 2003
Coomoora Secondary College
Computer Technician / Systems Administrator
1999 - 2002

Experience Detailed

PaperCut Software (PaperCut)

Melbourne, Australia

My time at PaperCut has spanned more than a decade and I have held many roles due to my proven ability to fill a need and skill up quickly. I have been seconded, and then promoted from a Support Engineer into internal IT, IT into QA & Automation, from QA & Automation into Software Development and most recently seconded and promoted into Product Management.

Product Manager (Software)

Sep 2020 - Jan 2024 (Optional Redundancy)

Given my background as a SysAdmin I found myself being able to use my subject matter expertise to successfully drive product direction. I would routinely interact with both customers and our 3rd party resellers to best understand pain points and provide solutions in software that meet their needs.
As the product manager for the Print Deploy feature inside the PaperCut NG/MF product I identified an increasingly negative customer sentiment around product stability when used in very large customer environments. This reputation damage put large deals at risk and I took action by prioritising the root cause analysis of these issues and prioritising production fixes. This ensured customer retention, and during this time we saw a growth in installation grow from ~250,000 end devices to well over 1,600,000.
  • Developing road-maps leading to product stability, and new features driving customer uptake
  • Measuring product functionality use and uptake using Google DataStudio (Looker Studio)
  • Creation and management of Jira Projects, epics, workflows, and tickets
  • Scoping and forecasting of project work
  • Leading of sprint planning, backlog grooming, bug prioritisation and other ceremonies
  • Providing a single point of responsibility to our market channel during customer outages and high priority issues
  • Confluence
  • JIRA
  • Agile

Product Engineer / Software Developer

Dec 2018 - Sep 2020

As part of ongoing automation and test work I was seconded in to a software engineering role, alleviating time constraints on other team members. Through mentorship from other developers I was able to leverage my experience as a SysAdmin, and QA to implement new features and improve existing capabilities of the product.
I implemented a Mobility Print Import wizard that would enable a sysadmin to quickly import print queues from a PaperCut Mobility Print server in to a Print Deploy installation and then install them to end user machines. This wizard could allow deployment of print queues in a few seconds compared to many minutes when using a traditional method. This feature has been used by nearly 4,000 customers world wide, many with hundreds of print queues. This quickly became one of the most used features inside the Print Deploy portion of PaperCut MF. This was implemented using various file system utilities and internal JSON APIs.
  • Integration of other PaperCut Products (PaperCut Mobility Print) through the use of APIs
  • Improvement of backend Golang code
  • Front end development of new features using react and typescript
  • Maintenance of node and go packages for security updates
  • Maintenance of build systems using Google Cloud and jenkins build systems
  • Maintenance of bitbucket and git code repositories
  • Golang
  • Go
  • React
  • TypeScript
  • Agile
  • node

QA & Automation Engineer

Jul 2018 - Dec 2018

I was tapped on the shoulder to join the product development team as a Subject Matter Expert when it comes to SysAdmin customer expectations and to use this expertise to bring products and features to market that not only "work as intended", but are what customers will want to use.
The Print Deploy feature, as the name suggests, installs printers to end user machines. This means that testing, and Quality overall, is largely dependant on end user environments, not just a web browser version. One part of ensuring quality in our product was to build an automation system that emulated a customer environment as closely as possible so that we can run end-to-end (e2e) tests reliably. I identified that the time taken for e2e tests to run was causing delays in development lifecycles. I identified multiple opportunities for improvement including running tests in parallel as well as finding other methods of determining tasks had completed. e2e tests went from taking 90 minutes to as low as 30 minutes.
  • Liaise with product designers and product managers during inception phases
  • Manual QA
  • Creation of test plans
  • Maintenance and improvement of automation systems to ensure end to end test coverage
  • Modify product code to enable automation, reducing manual regression test requirements
  • Jenkins
  • geb
  • spock
  • automation

SysAdmin/IT Admin

Jan 2014 - Jul 2018

Expand
PaperCut grew from six people through to hundreds, the startup way of everyone doing everything was starting to show cracks. I naturally stepped back into an IT manager role overseeing IT requirements across multiple time zones.

A key highlight of this time was the successful move into new office space, with all that a new office move entrails IT wise, not once but twice.

Another milestone is the implementation of on premise VMWare ESXi infrastructure that kept virtualisation costs manageable for a company with a Startup size budget.

  • Formalising on-boarding / off-boarding of staff
  • Formalising of IT asset acquisition and support agreements
  • Formalising of internal support (e.g. implementing a ticket system)
  • Implementation of on premise VMWare infrastructure
  • Greenfield design and implementation of new office LAN, WAN and Wifi infrastructure, twice
  • ZenDesk
  • Active Directory
  • React
  • TypeScript
  • Agile
  • Salesforce Admin

Technical Support Engineer

Jan 2010 - Jan 2014

Expand
I joined the PaperCut team as the first non-developer employee with the goal of starting a support team. This was a unique opportunity to create a team based around providing support that resellers and customers would find second to none.
Over the 4 years the team grew to 4 in North America, 3 in Europe and 3 staff in Asia-Pacific.
My aims with the PaperCut Support team have been to be a market leader in the level of support we provide. This required our support staff to understand real world IT environments in order to support not only our product but the customers individual and unique environments. Knowledge of routing, switching, VLANs, DNS, login scripts, printer drivers are just a small fraction of the topics required.
When I joined PaperCut we had no robust ticketing system, instead a home-grown set of scripts and shared IMAP/POP3 email inbox was in use with Thunderbird-only flags. This started to fail as the company grew in size and multiple departments (sales, customer service, tech support) started to conflict. I implemented Kayako, giving the company immediate flexibility and insight in to customer communications.
  • Moving from a single inbox support system to a customer management environment that included remote management, ticket management and real time chat.
  • Formalising the separation of Level 1, 2 and 3 support, allowing the developers to move from answering questions to improving the product at a greater rate.
  • Separation of test and production servers and databases ensuring reliability of environments.
  • Upgrading from domestic aDSL to managed Ethernet reducing lost business due to down time.
  • Utilisation of technologies (Skype, Trello, Trac, Email, Calendars etc) to provide effective cross time zone communication.

Glen Waverley Secondary College

Melbourne, Australia

Network Manager, Systems and Network Admin

April 2006 - Jan 2010

Expand
  • Management of Windows 2000 & 2003 servers and their services (IIS, Exchange 2003, DHCP, DNS, Group Policies (GPO) and MSI Packaging and Deployment and WSUS).
  • Creation of SOE for Windows XP and Mac OS X 10.4.
  • Integration of Mac OS X 10.4 environment into existing Windows network.
  • Initiation of internal job tracking system(RT) and internal documentation repository (MediaWiki).
  • Management of networking infrastructure, including Cisco routers, HP & Enterasys Switches, Cisco Wireless, LG/iPECS VOIP phone network and VLANs
  • Cross-functional responsibilities with in-house development of learning management, timetabling, and student management systems
  • IIS
  • Exchange 2003
  • DHCP
  • DNS
  • Group Policy (GPO)
  • MSI Packaging and Deployment
  • WSUS
  • macOS
  • Windows
  • Imaging
  • Cisco
  • VLAN
  • OSPF
  • BGP

Clarke Systems (Own Business)

Melbourne, Australia

Business Owner

2004 - 2007

Expand
  • Website design, development and maintenance
  • Office network design, development and maintenance
  • Consultation on all things IT
  • Contracting to educational organisations as required (e.g. Glen Waverley Secondary College)
More details...Clarke Systems was business owned and operated by myself. Typical services provided ranged from computer and network installation, maintenance and repairs, to consulting on IT requirements, various web based projects, analogue to digital conversions of training materials.

Connect Internet Solutions/AAPT (Connect/AAPT)

Melbourne, Australia

Senior Support Technician (3rd Level Helpdesk)

April 2004 - Dec 2004

Expand
  • Providing training and testing for new and existing members of the team, both in education of existing tools and up-skilling their knowledge.
  • Responsible for any escalations of problems from the floor and communicating any outages from other departments to the team.
  • Managing support requests via phone, fax and e-mail both internal department and external.
  • Development of troubleshooting tools.
  • Trainer
  • aDSL
  • DSL
  • Ethernet
  • SMTP
  • Usenet
  • NNTP
  • Cisco
  • UUCP
  • VPN
  • Apache

Melbourne, Australia

Support Technician (2nd Level Helpdesk)

April 2003 - April 2004

Expand
  • Phone support of corporate customers.
  • Providing support for the following communication technologies: aDSL, SHDSL, Frame, Ethernet, X21, ISDN, Dialup, LMDS, various VPN technologies.
  • Providing support for the following products: DNS, Web Hosting (Unix & NT based), E-mail (SMTP / POP3 / IMAP / UUCP / iSMTP), Global Roaming, Usenet (NNRP / NNTP), RealMedia servers, backup procedures for Telehoused customers.
  • Extensive experience with Cisco IOS/CatOS, Unix, Apache.
  • Devising improvements to internal procedures.
  • Liaising with service partners to provide a single point of contact for customers.
  • aDSL
  • DSL
  • Ethernet
  • SMTP
  • Usenet
  • NNTP
  • Cisco
  • UUCP
  • VPN
  • Apache

Electronic Productivity Solutions (EPS)

Melbourne, Australia

Web Developer / Office Administrator

2002 - 2003

Expand
  • Web site development (PHP / MySQL / HTML).
  • Management of Redhat 6.2 & Debian 3.0 Servers, Windows 2000 Workstations.
  • Maintenance of networking and hardware ranging from AT, XT, ATX computer systems.
  • General trouble shooting and technical enquires via phone and e-mail.
  • Contacting potential clients and producing proposals.
  • Preparing quotes.
  • Client management - TV Celebrities & International Congresses.
  • PHP
  • MySQL
  • MariaDB
  • HTML

Coomoora Secondary College

Melbourne, Australia

Computer Technician / Systems Administrator

1999 - 2002

Expand
  • Administrator of NT4 Server, NT4 Workstation, Windows 95 & 98, Novell Networks 4.11.
  • Administrator of Debian GNU Linux server running Squid / Webalizer / Apache.
  • Maintenance of hardware ranging from AT, XT, ATX computer systems.
  • General trouble shooting and technical enquires.
  • Training of teaching staff in basic use of IT systems and procedures.
  • NT4
  • Novell
  • Windows 95
  • Windows 98
  • Windows NT4
  • Squid Proxy
  • Apache

References

Available on request

photo of me
  • +61 0407 869 979
  • jason@clarkey.id.au
  • Melbourne, Australia

Skills

    • Programming
    • Golang
    • TypeScript
    • Google Cloud Compute
    • VMWare ESXi
    • Bash/sh
    • Powershell
    • markdown
    • postgreSQL
    • MySQL / MariaDB
    • BigQuery
      Automation
    • chromedriver
    • geb
    • spock
    • groovy
      Frameworks
    • Hugo
    • React
      Developer Tools
    • Git
    • BitBucket APIs
    • Microsoft VSCode
    • Jenkins
    • GitHub
    • Postman
    • fiddler
    • wireshark
      CI/CD & Misc
    • Atlassian Suite (Confluence, JIRA, BitBucket)
    • jenkins
    • ZenDesk
    • Google Workspace
    • Madcap Flare

Certificates

  • Salesforce ADM-201 Administration Essentials for New Administrators (2016)
  • IBM Tivoli Storage Manager 5.5 Implementation and Administration

Interests

  • Cycling
  • Photography
  • Tennis
  • Woodworking
  • Reading (Sci-Fi/Fantasy)