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IT support | automation | internal tools

I build and run the systems 60+ stores depend on.

I'm Theo Mihas, the Level 2 support person in a small IT team at a national tool retailer with 1,000+ staff. Alongside support, I design, build and run the internal products the business uses every day.

Explore the 12 products Download resume
Every demo runs on made-up data.CtrlK jumps anywhere
Systems12 services
Operational
    Cloudflare | BigQuery | GitHubSelect a system to open its demo
    Products in production12Internal web apps designed, built and run
    Sites served60+Stores nationally, plus head office and the warehouse
    Users1,000+Staff supported by a small IT team
    Efficiency gain80%Improvement in efficiency and productivity since rollout
    Why they exist

    The business ran on spreadsheets. Now it runs on one platform.

    Stores, the warehouse and head office worked from spreadsheets, emails and phone calls. I replaced them, one process at a time, with web apps on one shared platform.

    IncidentBefore

    Manual, slow and spread out

      ResolvedAfter

      One platform the whole business uses

        Products

        Twelve products. Try every one.

        Each demo runs in your browser on made-up data, with the company's name and branding removed. Pick a product and use it the way staff do.

        Architecture

        Twelve products. One shared platform.

        Every product runs on Cloudflare and ships from GitHub, and most sit behind single sign-in and share data through BigQuery. Hover a product on the map to trace its connection.

        Shared platformCloudflare, BigQuery and GitHub
        How I work

        From a recurring ticket to a system people rely on.

        Many of these products began with the manual processes behind recurring support tickets. This is the runbook I follow.

        Step 1

        Find the pain

        Support tickets show where the time goes. I document the faults that keep coming back and the manual processes behind them.

        • The real steps, not the official ones
        • Where errors and double handling creep in
        Step 2

        Build the first version

        Early tools started in Google Apps Script. Today they run on Cloudflare with a BigQuery database, deployed from GitHub.

        • One database the other apps can share
        • Sign-in and access by role
        Step 3

        Test and roll out

        I test each release on real hardware, write the guides and notices, and support the rollout store by store.

        • Test cases, QA and user acceptance testing
        • Knowledge base guides and training
        Step 4

        Run and improve

        I run what I build: fixing issues, adding what people ask for and keeping the data clean, alongside Level 2 support.

        • Fixes and features from real feedback
        • Security reviews and tidy-ups
        Experience

        Changelog: from the help desk to internal products.

        v3.0 | current

        IT Support, Automation and Internal Tools

        Sydney Tools | Roselands NSW
        • Level 2 escalation point for the help desk, handling 50+ escalated tickets a week through to resolution.
        • Design, build and run 12 internal web apps on Cloudflare, BigQuery and GitHub (see the products above).
        • Administer Microsoft 365 and Google Workspace accounts, onboarding and offboarding, and building access.
        • Look after the Cisco Meraki network across all 60+ stores and a fleet of 150+ Android handhelds in WMDS.
        • Led the national move to handheld label printing: 150+ kits to 60+ stores within 4 weeks.
        PromotionInternal toolsLevel 2 support
        v2.0

        IT / Helpdesk Officer

        Sydney Tools | Roselands NSW
        • First-line support for head office and stores: PCs, accounts, business apps, printers, POS and connectivity.
        • Documented recurring faults and found the manual processes that later became automation and internal tools.
        New roleService desk
        v1.2

        Bachelor of Information Technology

        University of Technology Sydney
        Education
        v1.1

        Front End Developer (part time)

        Cenoptic | Sydney NSW
        • Built email enquiry handling into the website and connected front-end pages to back-end services.
        v1.0

        Customer Service Officer

        Mwave Australia | Sydney NSW
        • Advised customers on product specifications and compatibility, face to face and by phone.
        • Handled a high volume of Zendesk tickets, returns and order collections, and streamlined the pick-up process.

        Build

        JavaScriptHTML and CSSSQL (BigQuery)Google Apps ScriptPowerShellPythonREST APIsGit and GitHub

        Platforms

        CloudflareBigQueryGoogle WorkspaceMicrosoft 365Odoo ERPRingCentralWMDS (MDM)

        Support and infrastructure

        Level 2 supportCisco MerakiWindows 10 and 11Linux (Ubuntu)BarracudaAndroid handheldsQA and UAT
        Contact

        Got a role in mind? Open a ticket.

        I'm looking for my next role in IT support, systems or internal tools in Sydney. I reply quickly.

        Ticket TM-2026OpenHigh priority
        FromYou
        AssigneeTheo Mihas, Sydney NSW
        Emailtheomihas200@gmail.com
        LinkedInlinkedin.com/in/theomihas
        Hi Theo, we'd like to talk to you about a role on our team.
        Send it by email Download resume