Augustine Alexander Email & Phone Number

Melbourne, Victoria, Australia

Melbourne, Victoria, Australia

Subject matter expert in developing Essential 8 policies & strategies to ensure on-prem and cloud security of Applications. Identified and evaluated gaps for achieving ACSC maturity levels 1-3 compliance.Analysed the security posture, consistency, continuity and integrity of all IT services and systems.Conducted comprehensive security risk assessments for 10+ major business applications, providing authoritative strategies that reduced identified risks.Successfully executed data loss prevention initiatives, safeguarding sensitive information and mitigating risks.Streamlined the onboarding & offboarding process, reducing unauthorised access to applications.Analysed access logs to identify and address security vulnerabilities within key applications. Developed and implemented a robust information security strategy for Application Control, reducing unauthorized access incidents by 50%.Conducted detailed analysis of the ATO's security landscape, successfully embedding DLP controls that secured sensitive data across 5 key departments.Conducted extensive gap-analysis and impact assessments of the proposed security solutions and applications.

Melbourne, Victoria, Australia

Spearheaded the development and implementation of security systems and processes, ensuring adherence to industry best practices across Origin Energy.Developed and implemented Data Loss Prevention (DLP) policies, successfully reducing potential data leaks by 30% across critical business units.Documented detailed business requirements for system enhancements and project changes using JIRA and Confluence, ensuring smooth project delivery.Performed risk assessments and vulnerability scans identifying and addressing 100+ security weaknesses across the organisation.Developed and implemented new security protocols for user authentication to strengthen Origin’s overall security posture.Implemented access control mechanisms within Microsoft 365 and SharePoint resulting in a 30% reduction in unauthorised access incidents. Assessed organisational privacy risks, developed privacy frameworks, and ensured compliance with policy and privacy regulations, reducing risks.Documented and reported on DLP program effectiveness, providing actionable insights that led to a 20% improvement in data security practices.Led data classification and mapping exercises, identifying and categorizing 200+ sensitive data assets for more efficient security monitoring.Developed and delivered detailed cybersecurity reports and dashboards to key stakeholders, providing actionable intelligence for strategic decisions.

Melbourne, Victoria, Australia

Delivered actionable digital insights and quantitative analysis using Adobe Analytics/Google, improving customer engagement by 15%.Analysed web traffic metrics and web/app data, providing insights that led to the enhancement of customer behaviour tracking across platforms.Researched and evaluated digital products and tools, identifying opportunities that improved operational efficiency by 10%.Tested and optimised technical solutions and updates, delivering product roadmaps aligned with strategic priorities, enhancing product delivery by 20%.Collaborated with stakeholders on design solutions and testing, successfully streamlining implementation and improving business outcomes by 25%.Provided expertise and guidance to end-users, resulting in improved business intelligence and analytics adoption, increasing decision-making accuracy.Developed interactive dashboards and reports using tools like Power BI to visualize access metrics, providing actionable insights for continuous improvement.Conducted in-depth analytics on customer touchpoints, navigation, pain points, enabling key insights to improve the online customer experience.

Melbourne, Victoria, Australia

Led the identification and prioritization of digital partnerships and security features, ensuring successful delivery of 5 key projects.Collaborated with the Department of Health and IT leaders to implement integrated application services, improving healthcare system efficiency by 15%.Provided leadership and guidance to 50+ Super Users, ensuring the sustainability of key digital initiatives, increasing user adoption by 20%.Facilitated decision-making processes for cross-functional teams, using evidence-based approaches that led to a 25% improvement in project efficiency.Defined key product features and enhancement requirements, successfully delivering 3 major technical upgrades that improved system functionality.Conducted user engagement analysis using [], identifying 10+ opportunities for improvement that enhanced user satisfaction by 15%.Proactively monitored and optimised digital solution accessibility, improving user access metrics by 20% across key healthcare platforms.

Melbourne

Continuously enhanced customer experiences by interpreting and leveraging actionable data insights to refine service strategies and outcomes.Adopted a user-centric approach to visualize end-user experiences, strategizing and executing targeted customer experience (CX) initiatives that consistently deliver exceptional results.Collaborated with cross-functional teams to implement customer feedback mechanisms, resulting in a 20% improvement in customer satisfaction scores.Monitored key performance indicators (KPIs) related to customer experience and provided regular updates and improvement recommendations.Provided actionable insights based on data analysis, influencing strategic initiatives that enhanced customer engagement.Tracked and optimised ROI for CX transformation projects, championing a culture of continuous improvement to elevate customer satisfaction and operational efficiency.Engaged with executive and senior management to advocate proactive solutions and effectively manage critical customer escalations, ensuring high-level satisfaction and strategic problem resolution.Utilised advanced technologies to enhance reporting and analytics capabilities across customer service and other client-facing channels, driving significant improvements in user engagement and satisfaction.

Melbourne, Australia

Principle Analyst responsible for overseeing system and process integrity for Customer Connect (Back of House Telstra Operations) and all on/offshore Industry partners. Responsible for driving continuous improvement and data integrity and actively involved in leading the development of workflows / processes, Business Process Detailed Design and Workflow Gap Analysis including the communication of recommendations and opportunities for improvement. Operate as the subject matter expert for system dependencies and cross-functional department impacts as it relates to supporting the existing customers and prospects.Identify project risks, and work with stakeholders to develop contingencies and prioritize tasks to mitigate risks.Analysis of business operations to determine profitability, as well as to create a baseline for operational changes and action.Assess data integrity for future needs and create custom and standardized reports.Elicit requirements using interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, use cases, scenarios, business analysis, task, and workflow analysis.Support short and long term operational/strategic business activities through analysis, review, forecasting and trending data.

Melbourne, Victoria, Australia

Develop, lead and supervise credit management teams managing multiple programs, to maintain the operational stability and performance of the production environment. Develop deep insights on the integration of various upstream, downstream and 3rd party systems with Credit Management stakeholders onshore/ offshore in order to maintain a high availability and production stability. Ensure all work schedules and activities are in place and are met on a regular basis. Implement training and workforce planning and create an accountable operational culture through establishing and maintaining high standards for safety, quality and operational efficiency.Improve forecasts of call centre workload through effective interdepartmental communications.Develop workload forecasts and staffing requirements that produced optimal staffing plans.Manage and direct all aspects of service centre operations and internal/external customer needs to meet established standards.Lead and manage non-clinical enrolment teams across global sites foreign & domestic.Lead teams to develop delivery methodologies and managed operational standards, best practices and policies, and procedures.Provide general direction and guidance of staff in all areas of customer service operations and call centre operations.Develop, implement, and monitor programs to maximize customer satisfaction.

Melbourne, Australia

Lead a sales team by providing guidance, training and mentorship, setting sales quotas and goals, Set short- and long-term sales strategies and evaluate effectiveness of current sales programs. Recommend product or service enhancements to improve customer satisfaction and sales potential.Manage team of 20+ representatives in customer service and sales.Implement performance management and productivity metrics.Conduct performance reviews, including annual goal setting, development plans, and mid-year reviews.Implement training and development programs for sales and customer service.Manage escalated calls from customers with concerns that affect service and quality.Prepare call center performance reports by collecting, analysing, and summarizing data and trends.Coach and train representatives in methods and procedures of handling calls on various systems.

Bachelor Of Commerce (B.Com.)

Diploma,

Bachelor Of Paramedicine

Victorian Certificate Of Education