From IT Support to Business Analysis: A Career Built on Problem Solving
Question: Can you walk us through your career from IT support to your recent role as a Business Analyst?
Phillip: I kicked off my career in customer support, mainly focused on end-user hardware and software support with a bit of infrastructure with later on. My roles entailed setting up new devices, troubleshooting software problems, or keeping networks running smoothly. The roles varied from phone-based support to hands-on roles that taught me the value of clear communication and quick problem-solving. It also helped me build a strong technical foundation, which I’ve carried forward into everything I’ve done since.
Moving into a Business Analyst (BA) role was a bit of a shift but an exciting one. Instead of just fixing problems, I was looking at the bigger picture – how businesses operate, where they could improve, and how tech could make a real difference. It meant getting to know different teams and working out practical solutions that actually helped.
The Inspiration Behind Wavebreak Technology
Question: What inspired you to start Wavebreak Technology?
Phillip: It was about taking 25 years of corporate IT experience and making it available to everyone. I’ve spent decades in the trenches of IT support and business analysis, working with big organisations and seeing what works – and what doesn’t. I realised that so many small to medium businesses could benefit from that level of expertise but often don’t have access to it. With Wavebreak Technology, I wanted to bridge that gap, offering website development and IT support services to local businesses on the Gold Coast.
Question: Could you elaborate on the types of projects you worked on as a Business Analyst and the impact you had?
Phillip: Absolutely! I worked on a range of projects – some were about upgrading systems, while others focused on improving workflows or automating manual processes. My approach was always to start with listening – talking to teams, understanding what wasn’t working for them, and then mapping out a path forward. One of the best bits was seeing how even small changes could make a big difference to a team’s day-to-day. It’s great when you can bring in a solution that takes a bit of stress out of people’s work lives.
Turning Corporate Experience into Local Solutions
Question: How do you plan to integrate your Business Analyst expertise into Wavebreak Technology?
Phillip: My BA experience is a big part of what sets Wavebreak Technology apart. When I’m working with clients on websites, hosting, or domain registration, I’m not just offering a product – I’m offering a solution. I’m taking that same consultative approach, understanding what the business needs, and then delivering something that makes sense for them. It’s not just about getting a website live; it’s about building something that supports their goals and helps them grow.
Question: I understand you hold ITIL and PRINCE2 certifications. How have these frameworks influenced your approach to IT support and business analysis, and how will they play a role in Wavebreak Technology?
Phillip: Yeah, ITIL and PRINCE2 have been a big part of shaping how I work. ITIL gave me a solid grounding in delivering IT support that is reliable, efficient, and customer-focused. It’s all about best practices and keeping things running smoothly – which was invaluable during my IT support days.
PRINCE2, on the other hand, is all about project management. It taught me how to take a structured approach to projects, from planning and execution to delivery. It’s helped me keep projects on track, manage risks, and make sure nothing falls through the cracks.
With Wavebreak Technology, I’m bringing those same principles into play. Whether it’s setting up a new website, managing a hosting solution, or helping a business fine-tune its processes, I’m always looking to combine structure with flexibility – keeping projects organised while adapting to what my clients need.
What Clients Can Expect from Wavebreak Technology
Question: How do you balance offering both website development and computer support through Wavebreak Technology, and what benefits does this dual service approach provide to your clients?
Phillip: It’s definitely a bit of a juggle, but my experience in both IT support and business analysis makes it work. With Wavebreak Technology, I’m able to offer a holistic service including website development and IT support services to local businesses on the Gold Coast.
The big win for clients is simplicity. Instead of dealing with multiple providers, they get a single point of contact who understands both their online presence and day-to-day tech requirements. It’s about being adaptable and offering real value to folks on the Gold Coast – bringing 25 years of corporate IT experience without the hassle of a big agency approach.
Question: What can potential clients expect when working with Wavebreak Technology?
Phillip: They can expect a straight-up approach. I’m not about over-complicating things or using heaps of jargon. I like to keep things practical and transparent – finding the best solution without all the fluff. Plus, being a local on the Gold Coast, I’m all about that personal touch. I’m here to support my clients, not just for the setup but for the long haul.
If you’re looking for a reliable partner to handle both your website development and IT support needs, Wavebreak Technology has you covered. Connect with us today and let’s build something great together!