Optus knowledge operations
Process redesign, duplicate removal, knowledge maintenance, training, communications and reporting across 352 stores, 5,000+ employees and 500,000 monthly knowledge visits. Recorded output increased 74% over 12 months.
Résumé · Melbourne, Australia
Michael Costea
Head of Tech, AI & Systems
AI enablement · business systems · workflow automation · technology operations
352Optus retail stores supported
5,000+employees served by knowledge systems
500,000monthly knowledge-base visits
74%recorded output increase over 12 months
Systems operator who can carry a vertical build from messy workflow to adoption.
Michael combines national-scale operations, electrical field delivery, sales and marketing context with hands-on ownership of websites, APIs, data flows, workflow automation, agent systems, observability and staff handover.
Strongest where business teams need practical AI and systems improvement—not research-model training or technology theatre.
Multi-brand business systems ownership
Current ownership across websites, lead flow, customer journey, internal tooling, reporting, digital infrastructure and governed AI workflows.
Governed agent operations
Orchestration, shared memory, schedules, watchdogs, model routing, usage visibility, approval boundaries and operator-facing receipts across harnesses and machines.
Head of Tech, AI & Systems
All Electric Homes · Melbourne
Owns technology, systems, automation and practical AI across a multi-brand electrical and energy-services group.
Business Systems, Lead Flow & Digital Infrastructure Owner
Expanded cross-functional scope within concurrent AEH group roles—not a separate employer.
Owns websites, lead capture, CRM-connected flow, reporting, automation and digital operating infrastructure.
Business Development & Marketing Manager
Want A Heat Pump / Want A Sparky / All Electric Homes
Commercial growth, CRM-driven sales, campaigns, customer journey and brand systems.
Service & Install Electrician
Want A Sparky / All Electric Homes
Field delivery, diagnostics, customer service, practical constraints and job completion.
Optus operations and knowledge systems
National retail-support and knowledge-management context.