Connecting Business Processes with Digital Solutions

This work reflects a hands-on and operationally focused approach to administration, supporting both day-to-day delivery and the systems behind it.

Across agency, consulting, non-profit, and project-based environments, the focus has consistently been on helping improve structure, visibility, communication, and continuity through practical systems, documentation, and process support.

The work often sits between operations, technology, and coordination, helping ensure that information, workflows, and teams remain connected as projects and organisational requirements evolve.

At Spitfire Inbound, I worked across project support, systems administration, operational process refinement, and technology implementation functions.

Responsibilities included:

• Supporting project delivery workflows across internal teams
• Coordinating task management and operational tracking within Teamwork
• Assisting with developer briefing and handover processes
• Supporting design QC and development QA processes
• Coordinating feedback and revision workflows
• Supporting content migration and operational delivery tasks
• Working across sandbox, QC, UAT, and production environments

The role required balancing operational coordination with technical implementation support across multiple active projects and stakeholders.

A significant portion of the work involved developing documentation and operational process structures to support consistency across internal teams and client delivery.

This included:

• Internal SOP development
• Operational process documentation
• Onboarding documentation
• Client-facing usage guides
• Internal training material
• Workflow mapping and escalation structures
• QC and review process documentation
• Delivery and deployment support frameworks

 

The intention behind this work was to create more repeatable and sustainable delivery processes while reducing reliance on informal knowledge transfer between teams.

Part of the operational systems work involved assisting with the implementation of BugHerd, a visual website feedback and issue tracking platform used to support communication between project managers, developers, designers, and clients during website projects.

This included:

• Integration into Teamwork project workflows
• Assisting with internal rollout and onboarding
• Supporting adoption across delivery teams
• Creating SOPs and onboarding material
• Developing client-facing support documentation
• Assisting with workflow refinement and operational support

The focus of this work was improving communication visibility, reducing friction during review cycles, and supporting more structured feedback management processes during website delivery.

Administrative Lead (2019–2022)

Level 3 First Aider (St John – Renewal in Progress)

Worked within both operational administration and active service delivery environments in a high-demand school setting.

Responsibilities included:

• Digitising records and improving information accessibility
• Managing structured filing and documentation systems
• Supporting stock tracking and reporting processes
• Coordinating scheduling and communication requirements
• Supporting operational preparedness across sporting and boarding environments
• Delivering on-demand first aid response during sporting events and after-hours incidents

The work required balancing structured administrative responsibilities with real-time response and coordination requirements across multiple environments.

Contributed over 500 logged volunteer service hours during this period.

A significant portion of the operational work undertaken through Fire Sands Group focused on supporting the Theo Jackson Scholarship Fund across administration, communication systems, CRM implementation, and operational continuity.

 

Responsibilities included:

• Google Workspace administration
• CRM management and support
• Mailing list administration
• Bulk email, SMS, and WhatsApp communication support
• Historical data digitisation
• Alumni and supporter database maintenance
• Reporting support for education-related processes
• IT and user support

 

The communications environment included supporting and maintaining an active subscriber base of approximately 4,000 contacts.

Part of the operational support work involved assisting with the restoration and verification of the organisation’s non-profit status on the TechSoup platform during late 2022.

This process included:

• Assisting with organisational verification and ownership validation
• Supporting restoration of platform and service access
• Administrative coordination and submission support
• Assisting with access to software and operational resources available through the non-profit programme

This work helped re-establish access to technology resources and services used by the Theo Jackson Scholarship Fund to support ongoing operational and administrative functions.

Part of the systems work involved assisting with the implementation and customisation of a HubSpot CRM environment to better support the organisation’s communication and relationship management requirements.

This included:

• Contact management setup
• CRM structure refinement
• Custom contact associations for parents and guardians
• Basic workflow structuring
• Ongoing CRM administration and support

The intention behind this work was to create a more centralised and manageable environment for communication and relationship management across students, families, alumni, supporters, and organisational stakeholders.

Another focus area involved transitioning historical information and operational records into more manageable digital systems.

This included:

• Digitisation of historical records
• Structuring information for reporting purposes
• Organising supporter and alumni information
• Assisting with operational visibility and continuity

The focus of this work was centred around improving accessibility to information and creating more sustainable operational processes over time.

Fire Sands Group was established as a consulting and operational services entity through which I have supported a range of organisations, projects, and internal initiatives.

The structure has also allowed collaboration with freelancers, contractors, and external specialists where required for delivery across different operational environments.

Alongside project delivery work, I also spent time developing internal systems, documentation structures, and operational frameworks intended to support consistency, onboarding, and operational visibility.

 

This included:

• SOP development
• Technology audit frameworks
• Operational process documentation
• SEO process frameworks
• Internal systems mapping
• Subscription and contract management systems
• Workflow and operational structuring

 

A significant portion of this work focused on building repeatable delivery processes and creating operational documentation that could support collaboration across teams and contractors.

This work spans strategy, communication systems, website delivery, frontend support, and digital implementation across both agency and independent environments.

The focus has generally been on creating communication systems and digital experiences that are practical, maintainable, and aligned with the operational realities of the organisations using them.

The work combines structured thinking with hands-on implementation across design, content, systems, and digital delivery processes.

Worked across frontend development, project support, website implementation, and operational delivery functions.

 

Responsibilities included:

• Supporting website rebuild and reskin projects
• Frontend implementation and CMS support
• Design-to-development coordination
• Website QA and review processes
• SEO remediation support
• Content migration and structured page building
• Assisting with campaign and platform implementation support

 

Part of the work also involved supporting Growth Driven Design initiatives through structured implementation approaches across:

• Content
• SEO
• Design
• Development
• Strategy

Over time, a larger portion of the work became focused around HubSpot CMS implementation and frontend support.

 

This included:

• HubSpot CMS theme development
• Dynamic content implementation
• HubDB structures
• Website updates and maintenance
• Frontend optimisation
• Template and page development
• Website repair and optimisation work

 

Project and support work was completed across a range of client environments spanning technology, manufacturing, automotive, retail, non-profit, and enterprise sectors.

 

Additional information regarding organisations and brands associated with Spitfire Inbound can be found in the “Our Clients” section of the Spitfire Inbound homepage.

Provided event-related design support on a contract basis.

 

This included:

• Branded design assets
• Event collateral
• Campaign-related visual support material

Supported website, design, and operational communication requirements including:

 

• Website support
• Design services
• Domain management
• Digital presence support
• Systems setup assistance

Worked with smaller organisations and non-profit initiatives to support practical communication and digital implementation needs.

 

This included:

• Website support
• Mailing and communication structures
• CRM setup and administration
• Social media and communication support
• Platform and tooling recommendations

 

The focus throughout this work was practicality. The intention was to ensure systems and communication approaches remained manageable and sustainable within day-to-day operational environments.

This work focuses on designing, implementing, and supporting systems that improve operational visibility, communication, coordination, and day-to-day execution.

 

The work spans frontend development, CRM architecture, automation support, operational tooling, systems analysis, and implementation support across agency, consulting, and internal project environments.

 

The emphasis has generally been on building usable systems that support real operational requirements rather than theoretical solutions.

Worked across development support, systems analysis, QA, and solutions-focused implementation work.

 

Responsibilities included:

• Technology research and assessment
• Needs-based systems analysis
• RevOps-focused operational reviews
• Integration research and support
• CRM structure planning
• Workflow and automation support
• QA and issue reporting
• Frontend development support
• Dynamic content implementation

 

Part of this work also involved supporting ISO 27001 readiness processes through operational review and supplier coordination.

 

Integrations & Automation

 

Worked with and supported integrations involving:

• Zapier
• Pabbly
• HubSpot workflows
• Communication automation systems

The focus was generally on reducing manual operational processes and improving system visibility between platforms.

 

Worked with the First Aid team to improve operational structure and preparedness through the implementation of scheduling and tracking systems.

 

This included:

• Developing patient and stock control structures
• Supporting scheduling implementation through Sling
• Improving operational coordination across fixtures and events

 

The work focused on improving reliability, visibility, and preparedness within fast-moving operational environments.

Supported the implementation and maintenance of systems intended to improve communication, administration, and operational continuity.

 

This included:

• HubSpot CRM implementation
• CMS support
• Structured mailing lists
• Google Workspace administration
• IT support and troubleshooting
• Digital record-keeping systems
• Administrative workflow support

 

The intention behind this work was to support long-term operational sustainability through practical and manageable systems implementation.

Worked with the client to design and develop a contract management and workflow support system as part of a final-year university project.

 

The project involved:

• Process documentation
• Workflow analysis
• Operational requirements gathering
• System structure planning
• Development and implementation support

 

The project combined operational analysis, systems thinking, and development work to support real organisational requirements.

The project was awarded Best Project within the final-year programme.

Alongside project work, I also explored and developed smaller operational systems and tooling initiatives intended to improve internal visibility and reduce manual administrative effort.

 

This included:

• Custom React-based operational tools
• Accounts reconciliation systems interfacing with HubSpot
• Internal reporting systems
• Workflow experimentation
• Automation and systems integration research

 

Research and exploration work extended across:

• Team management systems
• Project management platforms
• Version control environments
• Marketing operations
• Social media management systems
• Operational tooling and workflow support

The work represented throughout this portfolio reflects a combination of operational support, systems implementation, frontend development, CRM administration, process design, and digital delivery across a variety of environments.

 

While the responsibilities have varied between projects and organisations, the consistent focus has been on improving visibility, supporting continuity, and helping teams work more effectively through practical systems, structured processes, and adaptable implementation support.