NSW Government Resumes Examples

NSW GOVERNMENT EXAMPLES OF WORK

NSW GOVERNMENT RÉSUMÉ EXAMPLES

SUZANNE MYERS

Demonstrating a high level of experience in customer information management, reconciliation, records governance, financial operations and stakeholder engagement within highly regulated environments, I am poised to contribute my expertise in operational coordination, data integrity, compliance management and customer service excellence as a Customer Information Specialist with NSW Trustee and Guardian. Supported by almost two decades of experience across banking and financial services environments, I possess advanced capability in reconciliation analysis, information management, operational reporting, process optimisation and transactional accuracy. I have developed a strong reputation for maintaining exceptional attention to detail while managing sensitive customer and financial information in fast-paced operational settings. My experience includes working extensively with structured data systems, records management frameworks, compliance obligations and operational governance processes. Adaptable, analytical and solutions-focused, I consistently contribute to continuous improvement initiatives, workflow enhancement and operational efficiency outcomes. I possess strong communication and stakeholder engagement skills, enabling me to collaborate across multidisciplinary teams and complex operational environments. I am committed to supporting organisational excellence through accurate information management, responsive customer service and the delivery of quality operational outcomes.

KEY SKILLS & COMPETENCIES

 Advanced Reconciliation and Data Integrity: Demonstrates extensive capability managing reconciliation processes, exception reporting and transactional investigations while maintaining accuracy across high-volume environments.

 Customer Information Systems Expertise: Highly experienced utilising structured customer information, records management and financial processing systems while maintaining accuracy, confidentiality and compliance requirements

 Operational Governance and Compliance: Strong understanding of governance frameworks, legislative obligations, internal controls and procedural compliance supporting operational integrity and regulatory adherence

 Stakeholder Communication and Engagement: Builds professional relationships with internal and external stakeholders while delivering responsive, accurate and solutions-focused customer service outcomes across complex environments.

 Process Improvement and Optimisation: Proactively identifies operational inefficiencies and implements process enhancements supporting workflow efficiency, risk reduction and continuous service improvement initiatives

 Records Management and Documentation: Experienced maintaining confidential records, procedural documentation and operational information in accordance with organisational requirements and governance frameworks

 Analytical Problem-Solving Capability: Accurately applies strong analytical skills to investigate discrepancies, identify operational trends and support informed business decision-making and effective issue resolution processes.

 Team Collaboration and Cross-Skilling: Contributes positively within collaborative environments through knowledge sharing, workload support and operational assistance across multifunctional teams during changing business requirements.

 High-Volume Transaction Processing Expertise: Maintains exceptional attention to detail while managing complex financial transactions, reconciliations and operational priorities under strict processing deadlines and compliance standards.

 Continuous Improvement and Change Support: Supports organisational change initiatives, systems testing and operational enhancements while maintaining service continuity, procedural consistency and compliance-focused outcomes.

 Regulatory Compliance and Risk Control: Demonstrates strong capability ensuring operational activities comply with governance frameworks, regulatory obligations and internal risk management procedures within regulated environments.

 Financial Investigations and Resolution: Experienced investigating transactional discrepancies, resolving reconciliation exceptions and implementing corrective actions supporting operational accuracy, financial integrity and risk mitigation

 Operational Reporting and Analysis: Produces accurate operational reporting and analytical insights supporting performance monitoring, reconciliation activities and informed operational and business decision-making processes.

 Workflow Coordination and Prioritisation: Effectively manages competing operational priorities while maintaining service standards, transactional accuracy and timely completion of critical business and customer service activities.

 Systems Testing and Implementation Support: Contributes to testing, validation and implementation of operational systems enhancements supporting improved efficiency, transactional accuracy and customer service delivery outcomes.

EMPLOYMENT HISTORY

Jan 2021 - Current NSW TRUSTEE AND GUARDIAN

Sydney, New South Wales

Finance Officer

RESPONSIBILITIES:

• Support Managers and Senior Finance Officers in completing financial transactions and reporting activities in a professional, accurate and timely manner while ensuring compliance with internal controls and procedures.

• Process journals, receipts, payments, customer service requests, court investments and redemptions in accordance with legislative requirements, organisational policies and established service delivery standards across the Finance team.

• Assist with reconciliation of bank accounts, accruals, prepayments and General Ledger accounts while investigating discrepancies and ensuring accurate financial record management and transactional integrity outcomes.

• Maintain critical financial and customer records within the TRIM records management system in accordance with governance frameworks, compliance obligations and organisational recordkeeping requirements.

• Prepare and update finance documentation, procedural material and operational process information to support workflow consistency, operational governance and effective knowledge-sharing initiatives across the team.

• Respond to financial enquiries from internal and external stakeholders in a professional and timely manner while escalating urgent, sensitive or complex matters appropriately for further review and manage escalation as required.

• Support internal financial controls through monitoring outstanding items, following up unresolved matters and contributing to timely issue resolution activities supporting compliance requirements and governance obligations.

• Ensure receipts, payments and financial transactions are accurately allocated, reconciled and processed within required service level expectations, compliance and governance obligations across all financial processing activities

• Contribute to continuous improvement initiatives, process reviews and workflow optimisation activities supporting operational efficiency, service delivery enhancement and improved transactional processing outcomes.

• Support knowledge-sharing, cross-skilling and operational assistance activities within the Finance team to strengthen team capability, operational resilience and service continuity across varying workloads.

KEY ACHIEVEMENTS:

• Higher Duties Appointment and Capability Recognition: Within seven months of joining NSW Trustee and Guardian, I was entrusted with the opportunity to undertake temporary higher-grade responsibilities, further strengthening my operational capability, technical knowledge and understanding of complex financial processes.

• International Payments Accuracy and Compliance Improvement: Through enhanced due diligence practices, strengthened procedural compliance and meticulous transaction review processes, I contributed to a significant reduction in returned international payments and improved overall transactional accuracy outcomes.

• Rapid Operational Transition and Service Continuity: Within twelve months of joining the team, I was selected to transition into an additional operational function requiring takeover within a limited timeframe, successfully maintaining exceptional accuracy standards and minimal disruption to business-as-usual activities.

• Procedural Documentation and Knowledge Management Support: Assisted in the preparation and refinement of operational procedure manuals across multiple financial processing activities, supporting workflow consistency, governance compliance and improved team knowledge-sharing outcomes.

• Team Training and Capability Development: Provided training and operational guidance to team members across various functions, supporting skill development, process understanding and improved operational capability within the broader Finance team and strengthening overall workflow efficiency and service delivery.

• Systems Testing and Implementation Excellence: Successfully participated in the testing and implementation of the iLink system, supporting operational readiness and effective system integration outcomes.

• Process Mapping and Operational Improvement: Actively contributed to discussions relating to the preparation and review of process maps for a major project within NSW Trustee and Guardian, supporting workflow optimisation, operational consistency, improved process visibility and enhanced cross-functional procedural alignment outcomes.

• Operational Support and Service Delivery Excellence: Consistently supported accurate financial processing, reconciliation activities and stakeholder enquiries within strict service standards and compliance requirements.

Oct 2021 - Jan 2021

WESTPAC BANKING CORPORATION

Sydney, New South Wales

Officer, Financial Markets & Treasury RESPONSIBILITIES:

• Managed daily operational processing activities including dividend settlements, investigations and reconciliation functions while ensuring service standards, operational benchmarks and compliance obligations were consistently achieved across high-volume transactional environments with strict processing and reporting deadlines.

KEY ACHIEVEMENTS:

• Reconciliation Systems Enhancement and Delivery: Successfully participated in the testing and implementation of the reconciliation system for the Financial Markets and Treasury team, supporting operational efficiency, reconciliation accuracy improvements and strengthened transactional processing and reporting capability outcomes.

• Global Operational Coordination and Collaboration: Supported seamless operational handovers across Sydney, London and New York teams, contributing to uninterrupted twenty-four-hour service delivery outcomes.

EMPLOYMENT HISTORY

Jun 2021 - Sep 2021

RESPONSIBILITIES:

AUSTRALIAN MILITARY BANK

Sydney, New South Wales

Payment Services Officer

• Processed Direct Entry, BPAY, inbound and outbound SWIFT and RTGS transactions while ensuring accuracy, timeliness and compliance with operational procedures, service standards and regulatory requirements.

• Accurately verified payment instructions prior to processing to minimise operational risk, prevent incorrect or fraudulent transactions and maintain compliance with internal governance obligations and controls.

• Reviewed broker-submitted documentation relating to term deposit requests and ensured compliance with internal and external requirements before processing transactions and generating certificates accurately and efficiently.

• Conducted reconciliation of General Ledger accounts, investigated discrepancies and resolved variances while responding professionally to customer enquiries and complaints according to compliance and service expectations.

KEY ACHIEVEMENTS:

• Transaction Accuracy and Compliance Excellence: Maintained a high level of accuracy across payment processing and reconciliation activities while supporting timely and compliant financial transaction outcomes.

• Customer Service and Issue Resolution Expertise: Delivered responsive and professional support to customers while resolving payment enquiries and transactional discrepancies efficiently and accurately.

May 2012 - June 2021 CUSCAL

Sydney, New South Wales

Product Delivery Officer

RESPONSIBILITIES:

• Processed Direct Entry payments and ensured settlement files aligned accurately with bank settlement instructions within the Reserve Bank Information and Transfer System (RITS) while maintaining transactional accuracy and compliance.

• Managed Direct Debit claims and enquiries from financial institutions and Cuscal clients while maintaining agreed service levels and providing ongoing communication throughout investigation and resolution processes.

• Administered NPP/Osko transactions, BPAY processing activities, reconciliations and internal reporting requirements while escalating technical issues appropriately to support timely operational resolution outcomes.

• Responded to operational and customer enquiries regarding Direct Entry, BPAY and NPP transactions through phone and email communication while maintaining professional customer service and compliance standards.

• Conducted General Ledger reconciliations and processed journals to resolve outstanding entries while maintaining strong financial control practices, reconciliation accuracy and operational governance requirements.

KEY ACHIEVEMENTS:

• Operational Efficiency and Customer Resolution: Successfully managed high-volume Direct Entry, BPAY and NPP transaction enquiries while consistently achieving service delivery and reconciliation objectives.

• Reconciliation and Financial Control Support: Maintained strong financial control practices through accurate reconciliation processing and timely resolution of outstanding transactional items.

Oct 2009 - Apr 2012

RESPONSIBILITIES:

WESTPAC BANKING CORPORATION

Sydney, New South Wales

Team Member, International Payments and Investigations

• Processed RTGS and non-RTGS international payment transactions while ensuring strict compliance with Anti-Money Laundering, sanctions and Know Your Customer regulatory requirements and operational processing standards.

• Managed payment investigations and operational workflows while ensuring all transactions were processed within designated cut-off times, service standards and operational compliance obligations across high-volume environments.

• Prioritised fraud-related transactions and initiated recovery actions where applicable to minimise operational risk exposure and support accurate and compliant financial transaction outcomes in regulatory processing requirements.

• Investigated international payment discrepancies through transaction analysis, customer information reviews and liaison with internal stakeholders and overseas banking institutions using Swift Alliance Access (SAA).

• Conducted reconciliation of Nostro account items, resolved outstanding discrepancies and identified opportunities for operational improvement supporting enhanced efficiency, reconciliation accuracy and service delivery outcomes.

REFEREES AVAILABLE ON REQUEST

MIKE RANDALL

linkedin.com/in/mike - randall - 56aa221b/

As a highly accomplished and analytically astute finance professional with advanced expertise in data interpretation, strategic financial management and performance optimisation, I am eager to contribute my capabilities to the role of Finance Business Partner and Data Analyst/Management Accountant at the Department of Health and Aged Care. My extensive experience in asset governance, complex financial modelling and multidimensional budget forecasting has honed my capacity to synthesise intricate financial datasets into meaningful intelligence that informs executive decisionmaking and drives organisational excellence. Proficient in leveraging enterprise-level financial systems, including SAP, TM1 and Microsoft Dynamics, I am dedicated to delivering precise, timely and strategically aligned financial insights that strengthen fiscal stewardship and organisational resilience. Renowned for cultivating productive partnerships with senior stakeholders, I consistently promote transparency, accountability and sustainable resource utilisation across diverse operational contexts. I am deeply motivated to apply my analytical acumen, strategic foresight and commitment to continuous improvement in support of the Department’s mission, ensuring the highest standards of financial governance and contributing to the effective delivery of impactful health and aged care initiatives on a national scale.

QUALIFICATIONS & TRAINING

2024 Data Analytics for Accountants and Auditors

2023 Advanced Financial Modelling & Forecasting

2021 Financial Systems and Reporting (SAP & TM1)

2020 Budgeting, Forecasting and Financial Planning

2019 AICPA & CIMA Global (ID: 990796033)

2018 Personal Tax Return Training

2014 Masters in Business Administration (Major Accounting)

2013 Bachelor in Business Administration (Major Accounting)

KEY SKILLS & COMPETENCIES

 Advanced Microsoft Dynamics System Expertise

 Compliance with Australian Accounting Standards

 Stakeholder Collaboration and Relationship Management

 Asset Management and Reconciliation Procedures

 Financial Policy Development and Implementation

 Comprehensive Financial Process Optimisation

 Analytical Problem-Solving and Evaluation Skills

 Cost Recovery and Control Implementation

 Financial Systems Management (SAP, TM1)

 Data Interpretation and Executive Reporting

 Complex Financial Modelling and Forecasting

 Inventory Processing and Financial Reporting

 Development of Risk and Credit Control Strategies

 Executive-Level Financial Report Preparation

 High-Level Data-Driven Analysis and Reporting

 Advanced Financial Data Interpretation

CPA Australia

CPA Australia

KPMG Learning Academy

Chartered Accountants Australia & New Zealand

Chartered Institute of Management Accountants

H&R Block Australia

University of Dhaka

University of Dhaka

 Strategic Budgeting and Forecasting Planning

 Comprehensive Stakeholder Needs Assessment

 High-Level Financial Documentation Preparation

 Statutory Reporting and Compliance Oversight

 Audit Support and Assurance Coordination

 Professional Stakeholder Relationship Building

 Cross-Functional Team Coordination Expertise

 Strategic Decision-Making Support Functions

 Monitoring Financial Performance Metrics

 Forecasting and Expenditure Pattern Analysis

 High-Value Asset Lifecycle Management

 Data-Driven Executive Decision-Making Support

 Innovative Financial Systems Enhancement

 Accurate Financial Variance Analysis

 Collaborative Financial Team Leadership

 Financial Training and Technical Support

EMPLOYMENT HISTORY

Jun 2018

Sydney, New South Wales Management Accountant

Industrial Plant & Service Australia Pty Ltd specialises in providing high-quality industrial maintenance, engineering, and plant services across various sectors, including mining, oil & gas, and manufacturing. With a focus on safety, reliability, and innovation, the company delivers tailored solutions that enhance operational efficiency and equipment longevity.

RESPONSIBILITIES:

 Play a critical role in supporting the financial health of the organisation. Including responsibility for preparing financial reports, budgets, and forecasts, as well as providing insightful analysis to guide strategic decision-making.

 Conduct meticulous and comprehensive financial analysis, manage complex SAP processes and uphold rigorous standards of fiscal reporting accuracy to ensure that all financial data reliably supports informed decision-making.

 Leverage advanced tools, including Xero and Microsoft Excel, to deliver precise job costing, variance analysis, and detailed balance sheet reconciliations, enhancing financial clarity and operational accountability.

 Direct credit insurance management, monitor accounts receivable invoicing in SAP, and foster strong client relationships to ensure timely payments and debt recovery, strengthening the company’s financial resilience.

 Develop comprehensive job cost preparations and execute thorough analyses of budget forecasts versus actuals, proactively identifying financial variances and facilitating strategic adjustments.

 Lead SAP ERP system administration, including hands-on management and maintenance, and spearhead SAP implementation in the Malaysian branch to optimise cross-border financial processes and data integrity.

 Executed comprehensive balance sheet GL reconciliations on a monthly and year-end basis, accurately posting results in SAP to ensure seamless compliance, transparency and integrity in financial reporting processes.

 Supported complex financial audits by preparing, verifying and organising documentation, delivering robust audit trails, and ensuring timely BAS reconciliations, payable submissions and adherence to statutory obligations.

 Oversaw inventory management functions and conducted monthly depreciation runs within SAP, maintaining accurate asset valuations and contributing to improved decision-making and strategic resource allocation.

 Acted as a central point of control for vendor creation and maintenance, monitoring payment processes, particularly with new suppliers, to safeguard the organisation from financial and reputational risks.

 Updated and refined workflow management processes within Xero, streamlining operational procedures to enhance efficiency, strengthen accuracy and optimise overall resource utilisation across financial functions.

KEY ACHIEVEMENTS:

 Successfully implemented SAP Business One in the Malaysian branch, achieving a seamless system integration that significantly fortified data consistency, efficiency and cross-border financial accuracy across international operations.

 Prevented a potential $56,000 financial loss from a fraudulent claim by conducting rigorous due diligence checks on new international vendor transactions, exemplifying a proactive and strategic approach to comprehensive risk management.

 Recovered a substantial $170,000 amount that was at risk of being overlooked in a complex customer claim, achieved through exceptional attention to detail and analytical precision, underscoring a steadfast commitment to safeguarding vital company assets. Nov 2014 - Sep 2017

Lead Management Accountant

Samsung India Electronics Pvt Ltd is a leading consumer electronics company, offering a wide range of innovative products, including smartphones, home appliances, and smart devices. As a subsidiary of Samsung Electronics, the company is committed to delivering cutting-edge technology and premium quality to enhance customer experiences across India.

RESPONSIBILITIES:

 Directed comprehensive management accounting functions and rigorous budget oversight, ensuring meticulous financial tracking and the generation of timely, precise reports to support high-stakes strategic decision-making.

 Exercised expert vendor management skills, encompassing the full lifecycle of vendor claims and payment processes, while ensuring seamless account reconciliation and settlement, thereby fostering strong, collaborative vendor relationships.

 Designed and conducted detailed analyses of strategic initiative proposals, with particular focus on precision and compliance. All proposals were systematically prepared and submitted in SAP, aligning closely with organisational objectives.

 Spearheaded the management of marketing expense forecasts, ensuring the accuracy of financial submissions and maintaining strict alignment with budget projections to prevent overspend and optimise resource allocation.

 Developed and delivered comprehensive weekly reports contrasting actuals against planned financial targets, enabling senior leadership to identify performance variances, address discrepancies, and enact corrective actions.

 Ensured full compliance through vigilant tracking of execution orders and adherence to Advertising & Promotion (A&P) policies, thereby supporting the integrity and effectiveness of policy implementations.

EMPLOYMENT HISTORY

KEY ACHIEVEMENTS:

 Received high commendation from management and Regional Headquarters for exceptional audit support, streamlining audit processes and upholding rigorous standards of compliance and precision, ensuring the seamless flow of audit operations.

 Played a pivotal role in supporting both quarterly financial audits and forensic audits by ensuring the audit-readiness of all financial records, underscoring the organisation's commitment to accuracy, compliance, and audit excellence.

 Earned accolades from senior leadership for exemplary vendor management, recognised for building resilient vendor relationships and expediting timely claim settlements, which significantly enhanced operational efficiency.

 Successfully elevated the precision of marketing expense forecasts, contributing to stronger financial governance and optimised budget allocations, ultimately supporting the company's strategic financial stability.

Sep 2010 - Oct 2014 COATS BANGLADESH LTD | www.coatsbd.com Bangladesh

Executive Accounts

Coats Bangladesh Ltd is a leading manufacturer of industrial threads and consumer textiles, supplying high-quality products to the apparel and footwear industries. As part of Coats Group, the company leverages cutting-edge technology and sustainable practices to deliver innovative solutions that enhance product durability and performance.

RESPONSIBILITIES:

 Prepared comparative financial statements with detailed analysis and comprehensive reports on revenue and expenditure. This process involved conducting in-depth reviews of financial data to ensure accuracy and provide insights for monthly financial reporting, aiding in informed decision-making for senior management.

 Ensured accurate provisioning for multiple departments, aligning budgetary allocations with contractual agreements and long-term strategic objectives, collaborating with department heads to forecast and allocate resources effectively.

 Recorded and maintained daily journal entries, including critical month-end adjustments and reconciliations. I ensured thorough financial documentation, supporting the integrity of financial records and compliance with audit standards.

 Managed communication and payments for group creditors, providing management with up-to-date status reports.

 Participated in monthly health and safety meetings as a member of the H&S team, ensuring safety compliance.

 Assisted the Finance Manager in variance analysis between actual results, budget and forecasts to inform

 decision-making and conducted detailed balance sheet reconciliations to maintain financial accuracy and integrity.

 Participated in regular finance and administration staff meetings to streamline processes and foster collaboration.

 Facilitated inter-company balance confirmations for receivables and payables, ensuring financial consistency.

 Led month-end reporting of overhead costs to the Group, contributing to overall financial transparency.

 Collaborated closely with the Finance Controller to ensure timely and accurate month-end closing processes.

 Conducted variance analysis, providing insights into discrepancies to aid in financial planning and control.

 Supported year-end audits by providing essential financial documentation and reconciliations.

ACHIEVEMENTS:

 Promoted from Accounts Officer to Executive Accounts due to consistent high performance, meeting tight deadlines, and demonstrating strong analytical skills in all aspects of financial reporting and analysis.

 Played a key role in implementing a online purchase requisition system, significantly streamlining procurement operations, reducing administrative errors and substantially enhancing approval speed and process transparency.

 Proactively identified, investigated and addressed critical variance gaps through detailed financial and trend analysis, resulting in markedly improved accuracy, accountability and reliability in budgeting and forecasting processes.

REFEREES AVAILABLE ON REQUEST

IRENE TOMLINSON

Demonstrating exceptional results as an accomplished client relationship and project coordination professional, I am eager to leverage my experience and make a valuable contribution as a Project Support Officer, Partnerships and Impact at the Cancer Institute NSW. Possessing a strong foundation in stakeholder engagement, project delivery and data-driven program support, I bring proven expertise in managing complex workflows, maintaining governance documentation and coordinating cross-functional initiatives in alignment with strategic objectives. My background in health, research, and commercial settings has honed my ability to balance multiple priorities while maintaining exceptional attention to detail and adherence to deadlines. Adept at analysing data, preparing reports and communicating with clarity across diverse stakeholder groups, I thrive in collaborative environments that demand initiative, accuracy, and critical thinking. I am motivated by opportunities to contribute to projects that enhance community wellbeing and drive measurable outcomes in cancer prevention and care. Guided by values of respect, openness and accountability, I am eager to actively support the Cancer Institute NSW’s mission to reduce the impact of cancer across the state through program coordination, strategic partnerships, collaborative stakeholder engagement and evidence-based decision-making.

QUALIFICATIONS

2014 - 2017 BACHELOR OF MEDIA AND COMMUNICATION University of Wollongong

• Major: Digital Media Minor: English Literature, International Studies

• One semester exchange abroad at Guandong University of Foreign Studies, Guangzhou, China 2016

PROFESSIONAL DEVELOPMENT

2024 First Aid Certificate - SLSA Education Surf Life Saving NSW Academy

2024 Advanced Resuscitation Techniques - SLSA Education Wanda

2020 Delivery Tips for Speaking in Public Linkedin

2020 Financial Basics Everyone Should Know Linkedin

2011 Bronze Medallion - SLSA Education Wanda

KEY SKILLS & COMPETENCIES

 Project Coordination and Delivery: Skilled in coordinating complex, multi-faceted projects, tracking deliverables, managing competing priorities and ensuring alignment with organisational objectives, timelines, governance frameworks.

 Stakeholder Relationship Management: Adept at cultivating and sustaining trusted professional relationships across diverse internal and external partners, fostering collaboration, engagement, and mutually beneficial long-term outcomes.

 Research and Data Analysis: Experienced in synthesising large and complex datasets to develop actionable insights, performance dashboards and strategic recommendations that inform policy decisions and operational improvements.

 Governance and Compliance Support: Knowledgeable in developing, maintaining and reviewing documentation, procedural governance systems, and compliance frameworks to ensure consistency, accountability, transparency.

 Health and Research Sector Knowledge: Strong understanding of the health, research and reporting environment, with demonstrated ability to integrate evidence-based practice, stakeholder input, and policy considerations.

 Communication and Reporting Excellence: Highly skilled in drafting, editing and delivering precise correspondence, executive reports and official responses that clearly convey complex information to varied audiences with professionalism.

 Time and Priority Management: Proficient in managing multiple concurrent priorities, balancing operational deadlines and administrative tasks while maintaining exceptional accuracy, attention to detail and quality outcomes.

 Event and Program Support: Experienced in coordinating professional events, workshops and stakeholder engagement initiatives that strengthen program delivery, collaboration, and measurable impact across multiple project streams.

 Analytical Problem Solving: Demonstrated ability to identify systemic process gaps, conduct root-cause analysis, develop creative solutions, and implement improvements that enhance organisational efficiency and service quality.

EMPLOYMENT HISTORY

Jan 2019 - Current FACTSET

Sydney, New South Wales

Dec 2021 - Current Sales Manager

Jan 2019 - Dec 2021 Senior Consultant

Sales Manager

RESPONSIBILITIES:

• As a Sales Manager, I am responsible for retaining and expanding a diverse portfolio of high-value clients by delivering tailored commercial and data-driven solutions that address complex regulatory requirements and evolving industry challenges. Furthermore, I manage the full sales lifecycle including prospecting, solution design, proposal development and contract negotiation, ensuring each engagement delivers measurable value and aligns with client objectives. My role involves cultivating trusted, long-term relationships with institutional clients, leveraging market intelligence to identify growth opportunities and position FactSet as a strategic partner of choice. I also collaborate closely with internal teams to ensure seamless delivery of solutions, client satisfaction, and ongoing account development.

ACHIEVEMENTS:

• Successfully managed the Australian portfolio of one of the world’s premier global asset managers, representing a significant portion of the organisation’s broader APAC business. Despite the challenge of navigating global commercial discussions driven predominantly offshore, I successfully cultivated trusted relationships with senior local stakeholders to identify and close revenue-generating opportunities within the Australian market. Leveraging a strong professional rapport with the Head of Performance Australia, I identified an untapped data opportunity for the front-office investment team. Operating under the constraints of a legacy contract that lacked flexibility and was due for global renewal within six months, I devised a solution that worked within these limitations to ensure immediate value delivery. Once the bulk of the data implementation was completed, I collaborated with our data specialists and the client to develop a bespoke data request framework that expedited turnaround times and streamlined future requests. This initiative resulted in securing USD $55,000 in annual recurring subscription revenue over two consecutive years for the Australian division, with the account continuing to expand organically through additional data-driven engagements and enhanced client satisfaction.

Senior Consultant

RESPONSIBILITIES:

• As a Senior Consultant, I led the implementation and adoption of FactSet’s analytical and data management platforms across enterprise clients, driving uplift initiatives, client training programs, and large-scale project rollouts. I worked collaboratively with cross-functional teams including Sales, Product, and Technical Specialists to deliver integrated client outcomes aligned with industry best practice and corporate governance standards. My responsibilities included providing advanced product demonstrations, troubleshooting technical queries, and designing customised workflows to optimise operational efficiency. I also acted as a key liaison between clients and internal stakeholders to influence product development, enhance user experience, and ensure client success across complex, multi-stakeholder environments.

ACHIEVEMENT:

• During my tenure as Consultant, I was responsible for strengthening client engagement and product adoption across a broad portfolio of sell-side and wealth management institutions, encompassing both banking and advisory clients. I developed an in-depth understanding of each client’s operational workflows, identifying areas where FactSet’s analytical and data solutions could drive measurable efficiency and strategic value. Taking a proactive and targeted approach, I designed tailored group sessions for specialist teams such as healthcare research and mergers and acquisitions, ensuring content relevance and user engagement. Through this disciplined outreach strategy, I achieved the highest number of live client contacts within the Australian Consulting team, with 338 meetings and calls recorded. Furthermore, I achieved the highest percentage of unique users engaged (46.1%), demonstrating my commitment to expanding client reach rather than relying on repeat interactions. These results directly contributed to increased product stickiness, strengthened client relationships, and the generation of new sales opportunities for the broader business development team.

Jun 2018 - Jul 2019

RESPONSIBILITIES:

IQPC AUSTRALIA

Sydney, New South Wales

Conference Producer

• As a Conference Producer, I was responsible for the end-to-end project management and successful delivery of large-scale industry conferences across both private and public sector portfolios. I conducted in-depth market research to identify emerging trends, developed event concepts, and secured senior executives and thought leaders as keynote speakers. The role required strong organisational and stakeholder engagement skills to coordinate multiple projects simultaneously within strict timeframes. I also curated marketing content, collaborated with sales and operations teams, and ensured each event achieved its commercial objectives and exceeded delegate expectations.

EMPLOYMENT HISTORY

ACHIEVEMENTS:

• As a Conference Producer, I was responsible for the end-to-end design, development and execution of high-profile professional learning and networking summits for executive leaders across both the private and public sectors. Operating within an intensive 20-business-day production cycle, I managed up to six concurrent projects across diverse industries, overseeing all aspects of event production including marketing, sponsorship, sales, and on-site delivery. I revitalised a small-scale conference focused on the corrections sector, which had previously achieved limited success, by conducting in-depth market research to identify innovative topics, emerging trends and thought-provoking industry challenges. I successfully produced the third and fourth annual summits, which featured an impressive calibre of speakers from government and industry, including international representatives from New Zealand, the United Kingdom and Belgium. Through strategic program enhancement, targeted marketing and strengthened stakeholder engagement, I transformed the event into a mid-scale, commercially successful conference, achieving a $200,000 AUD increase in revenue within one year while elevating the brand’s reputation and market presence.

CONFERENCES:

• Cyber Security for the Public Sector 2018

• New Generation Learning Space Design 2019

• Student Retention and Success 2019

• Future Facilities Management 2019

• Service Desk Transformation 2019

• Government Service Design 2019

• Future Prisons 2018 & 2019

Jun 2017 - Sep 2018 THE GREENERY CRONULLA

Sydney, New South Wales

Hospitality Worker

RESPONSIBILITIES:

• As a Hospitality Worker, I delivered high-quality customer service within a dynamic café and events environment, consistently ensuring guest satisfaction and operational excellence. I assisted with food and beverage preparation, table service and front-of-house presentation, maintaining a polished and welcoming atmosphere for patrons. The role demanded strong interpersonal communication, multitasking and teamwork to sustain smooth service flow during peak trading periods. I also contributed to event setup and pack-down, diligently adhering to hygiene, safety, and quality standards aligned with organisational policies and hospitality best practice.

Apr 2018 - Jun 2018 WEBPROFITS

Sydney, New South Wales

Content Marketing Producer

RESPONSIBILITIES:

• As a Content Marketing Producer, I developed and implemented digital marketing content strategies to strengthen client visibility and engagement across multiple online platforms. I created and edited written, visual, and social media content aligned with brand messaging, SEO objectives, and campaign timelines. The role required collaboration with designers, strategists, and account managers to ensure all deliverables met performance goals and client expectations. I also monitored analytics and campaign outcomes, providing insights to optimise content effectiveness and audience reach.

Mar 2016 - Feb 2017

XANA PUBLISHING AND MARKETING

Sydney, New South Wales

Assistant Editor

RESPONSIBILITIES:

• As an Assistant Editor, I supported the editorial team in the planning, reviewing, and publication of digital and print content across various client projects. I assisted with proofreading, formatting, and quality assurance to ensure accuracy, consistency, and adherence to brand and style guidelines. The role required close collaboration with writers, designers, and marketing staff to meet tight publication deadlines and maintain high production standards. I also contributed to research, content development, and administrative coordination to facilitate smooth editorial and publishing operations.

AWARDS & COMMUNITY WORK

• Volunteer Life Guard - Surf Life Saving NSW (2009 - 2015)

• New Columbo Scheme Scholarship (2016)

ANT HONY ROGERS

linkedin.com/in/ tony - rogers - 42 aa9 9 2b/

An accomplished data specialist with a distinguished career in advanced analytics, automation and strategic reporting, including my current role as a Business Analyst at Transport for NSW (TfNSW) since 2023, I am poised to elevate operational excellence as a Data Solutions Analyst at TfNSW. Possessing an advanced proficiency in ERP systems, data visualisation platforms such as Power BI and complex integration frameworks, I bring a demonstrated capacity to architect innovative data solutions that enhance decision-making and optimise performance outcomes. My expertise lies in identifying systemic inefficiencies, designing robust automation pipelines and synthesising multidimensional datasets into actionable insights that drive organisational transformation. Renowned for my analytical rigour and stakeholder engagement acumen, I have consistently delivered data strategies that align with and exceed organisational objectives. A dynamic problem-solver and forward-thinking professional, I am dedicated to fostering a culture of precision, innovation and operational synergy to advance Transport for NSW’s vision of reshaping mobility and customer experiences across NSW.

QUALIFICATIONS & TRAINING

2014 - 2015

GRADUATE DIPLOMA IN ENTERPRISE RESOURCE PLANNING (ERP) SYSTEMS

Victoria University, Melbourne HIGHLIGHTS:

 Successfully completed all certifications in ERP and implementation, including SAP certification.

 Achieved High Distinctions in Computerised Accounting in ERP Systems; Business Process Engineering; Resource Planning Systems Implementation; Business Analytics; Mobile Computing Application Programming.

2001 - 2003 MICROSOFT CERTIFIED APPLICATION SPECIALIST

Microsoft HIGHLIGHTS:

 Earned certifications in advanced Microsoft Office applications, including Microsoft Office Access Expert; Microsoft Office Excel Expert; Microsoft Access Expert and Microsoft Excel Expert

KEY SKILLS & COMPETENCIES

 Data Analysis, Visualisation and Reporting Frameworks: Highly proficient in utilising Power BI, Microsoft Excel and SQL to design comprehensive dashboards, streamline reporting processes and facilitate strategic decision-making.

 Financial Process Automation: Automate end-to-end reporting workflows to enhance efficiency, accuracy and data integrity across financial operations. Leverage ERP systems and advanced analytics tools to streamline reporting.

 Data Integration Methodologies and Process Automation: Demonstrated expertise in conceptualising, designing and implementing seamless enterprise data integration pipelines and robust automation frameworks to maximise efficiency.

 Business Intelligence Strategy and Insightful Data Delivery: Adept in synthesising complex, multidimensional datasets into actionable, value-driven insights that directly inform organisational strategies and drive impactful business growth.

 Stakeholder Relationship Management: Extensive experience in fostering collaborative relationships with cross-functional teams and external partners, ensuring the alignment of data-driven solutions with overarching business priorities

 Data Governance and Robust Security Protocols: Advanced capabilities in enforcing high standards of data integrity, implementing quality assurance measures, and maintaining compliance with data governance frameworks

 Strategic and Systematic Problem-Solving: Skilled in identifying and resolving technical and data-related challenges, employing critical-thinking strategies to enhance system functionality and support innovative and sustainable solutions.

 Performance Metrics, Monitoring, and Analytical Reporting: Expert in developing sophisticated performance metrics, designing precision-based measures, and crafting detailed reports to evaluate progress and ensure accountability

 Technology Implementation, Adoption and Transformational Innovation: A strong advocate for incorporating emerging technologies and pioneering practices to optimise workplace systems, enhance scalability and deliver data solutions.

 Project and Workflow Optimisation Strategies: Proficient in analysing operational workflows, implementing innovative system enhancements, and optimising project delivery frameworks to meet and exceed organisational objectives.

EMPLOYMENT HISTORY

Jan 2023 - Current TRANSPORT FOR NSW | www.transport.nsw.gov.au Sydney, New South Wales

Business Analyst (Grade 7) RESPONSIBILITIES:

 Provide data analysis and reporting, as well as prepare business cases and presentation packs to support the development of service improvement initiatives, track key metrics, and inform decision-making across Fleet Services.

 Maintain dashboards to track and analyse key financial and operational metrics, including Fleet Costs & Utilisation, Utilities, Asset Compliance, HAZMAT Compliance, FM Budget & Expenditure (Opex & Capex), ROM Budget & Expenditure, Site Inspection Schedules, AFSS, Parking, and Security. Ensure real-time visibility, accuracy and data-driven insights to support strategic decision-making and compliance.

 Extract and analyse data from Transport Shared Services (TSS) and third-party systems, identifying requirements and implementing effective data and reporting solutions where gaps exist consistently.

 Utilise established systems and templates to deliver dashboard reports, ensuring Fleet Services performance indicators and targets are accurately measured, validated, and monitored against strategic benchmarks.

 Investigate information systems to identify data sources, perform non-standard data extractions and develop reliable, high-quality custom reports, visualisations, and analytical models for informed decisions.

 Identify gaps in information availability across internal and external systems, contributing to the effective development of strategies and solutions to address these recurring issues.

 Collate and validate data from multiple providers, ensuring accuracy, traceability, and accessibility to improve business information, support future activities, and inform evidence-based decisions.

 Assist in developing technological solutions to provide standardised and accessible information for evaluating and tracking service performance across multiple business functions and regions.

 Successfully complete various reporting tasks, including but not limited to Cushman & Wakefield KPI Reporting,

 Pre-Assessment, Power BI reports, SGFleet Parking Reporting, MyTransport Reporting (NSW Trains), Travel Reporting, Induction Reporting, Australia Post Analysis, adhoc analysis and AASB Reporting.

ACHIEVEMENTS:

 Data Automation Programs: Developed and implemented data automation programs, significantly improving team efficiency by reducing manual data analysis and eliminating repetitive, time-consuming tasks.

 Travel Analysis: Conducted comprehensive travel pattern analyses, resulting in optimised travel planning, reduced costs, and enhanced customer service for travel arrangements and scheduling.

 Flat Files to Cabcharge Plus Integration: Streamlined travel expense processing by integrating cost centres, removing manual administrative steps, and improving overall user experience for travel cost management processes.

 Cabcharge Analysis: Delivered detailed insights into Cabcharge expenses, enabling improved tracking, better budget management and increased satisfaction for system users and stakeholders.

 Parking Analysis for Facilities Management: Performed an in-depth analysis of parking facilities, improving utilisation rates, operational efficiency, and overall satisfaction among facility users.

 Preventive Maintenance (PPM) Analysis: Analysed preventive maintenance processes, resulting in improved service quality, increased equipment reliability, and reduced downtime for facility operations.

 Safety Analytics for Fleet: Designed and implemented advanced analytics to monitor speeding and fatigue, significantly enhancing driver safety and reducing operational risks across the entire fleet.

 MyTransport Security Cards: Developed and deployed secure transport security cards, improving controlled employee access, minimising risks, and enhancing overall workplace security measures.

 Card Expiry Reporting: Created and maintained Windsx 30/60/90-day card expiry reports, ensuring timely renewals, regulatory compliance, and seamless access for all authorised personnel.

 Security Dashboard Development: Contributed to the creation of a comprehensive security dashboard, delivering critical safety insights and strengthening overall management and risk mitigation strategies.

2021 - 2022

RESPONSIBILITIES:

INDIBREWING GROUP | www.indibrew.com.au

Sydney, New South Wales

Senior Systems & Data Specialist

 Prepared and delivered an extensively detailed Requirements Document for the IndiBrewing Website Platform Transformation Project, ensuring seamless alignment with overarching business objectives.

 Conceptualised, developed and implemented fully integrated end-to-end (e2e) digital automated workflows across three primary user stories, accommodating various pricing profiles and operating within an agile project environment.

ACHIEVEMENTS:

 Tactical Solution Delivery: Successfully oversaw the technical delivery of the tactical solution, ensuring seamless execution and alignment to achieve the Minimum Viable Product (MVP) within the defined project scope and timelines.

 Strategic Platform Implementation: Delivered the comprehensive strategic platform solution, incorporating fully digitalised integration and end-to-end automation with third-party providers and the warehouse, effectively leveraging the advanced capabilities of the Magento eCommerce platform.

EMPLOYMENT HISTORY

2021 PATONGA PROJECTS

| www.patongaprojects.com.au

(Client: NSW Department of Customer Service) Sydney, New South Wales

Senior Systems Data Analyst

RESPONSIBILITIES:

 Led and delivered critical components of the Asset Lifecycle Data Project for the NSW Department of Customer Service.

 Provided strategic insights and technical expertise to support pre-sales activities.

ACHIEVEMENTS:

 Detailed Documentation Development: Developed and delivered detailed documentation, including Asset Lifecycle System Architecture Mapping, Asset Data Systems documentation, and Meta Data Analysis.

 Project Closure and Recommendations: Played a key role in completing the Project Closure and Recommendations Report, which outlined the following:

- An end-to-end review of Enterprise Asset Management business data processes.

- Roadmap recommendations for an Organisational Structure Review.

- A cybersecurity review for critical Asset Management Systems.

- Strategic advice for Data Management improvements.

2015 - 2021 SERVICE STREAM | www.servicestream.com.au

Sydney, New South Wales

Senior Systems Support & Report Analyst | Service Stream (Wireless)

RESPONSIBILITIES:

 Provided comprehensive operational support for the IFS ERP System within the Mobile Communications division, while developing a suite of reports, dashboards and lobbies to be utilised across the business.

 Held overall accountability for managing a suite of reports to analyse business operations, tracking project delivery, financial performance, safety, quality, and human resources to inform decision-making.

 Applied Excel expertise to support operational maintenance and ensure the IFS ERP system met business needs.

 Collaborated with Project Managers and Engineers to enhance the Work Breakdown Structure (WBS), ensuring it accurately reflected work completed and captured key milestones.

 Administered the IFS ERP system, leveraging a knowledge of its architecture and technical capabilities in order to optimise performance.

ACHIEVEMENTS:

 Power BI Report Design: Designed and maintained Power BI reports for operational milestones, contract governance (vendor and customer) and financial analysis, managing over 100 tabs across 15 reports updated overnight.

 Data Migration to IFS ERP System: Successfully migrated project and accounting data from the legacy system to IFS during its initial implementation, ensuring seamless integration and accurate data transfer.

 Flexible WBS Framework Design: Designed a flexible Work Breakdown Structure (WBS) framework adaptable for construction projects, streamlining project planning, tracking, and reporting.

2012 - 2015

RESPONSIBILITIES:

SYDNEY TRAINS | www.transport.nsw.gov.au/sydneytrains

Sydney, New South Wales

Contract Data Analyst

 Held full accountability for extracting data from HR systems, Ellipse ERP, and roster systems to support business operations.

 Developed deployment files in Kronos Workforce Management System to streamline workforce planning and scheduling.

 Provided essential support to the test team by supplying accurate data for future project phases.

 Verified data integrity and reported any discrepancies or issues to the business for resolution.

Pre 2012

PREVIOUS EXPERIENCE

In previous roles, I worked on contract with a civil engineering firm to develop quantity surveying programs that calculated material usage for project designs in AutoCAD. Additionally, I created custom reporting automation programs for a debt collection agency, improving their reporting capabilities and generating automated contact task lists for collection agents. I also provided technical support for government departments and internet service providers (ISPs), assisting with system troubleshooting and IT solutions

SUE WILSON

As a seasoned professional with over two decades of distinguished service within the NSW public sector, I am eager to contribute my expertise to the role of Senior Advisor, SNSW Safety at Service NSW. Renowned for my adeptness in orchestrating initiatives, I bring a robust background in operational leadership, strategic project management and stakeholder engagement. My career is underpinned by an unwavering commitment to excellence, demonstrated through my consistent ability to implement transformative workplace health, safety and wellbeing programs

Possessing a proven record of developing strategies and forging effective partnerships, I have delivered outcomes that align seamlessly with organisational objectives, ensuring resilience and sustainable success. I am poised to infuse Service NSW with a visionary approach to workplace health and safety, characterised by meticulous attention to detail, strategic foresight and an unrelenting focus on employee wellbeing. My ambition is to elevate the safety and performance standards of Service NSW, contributing to its mission to deliver exceptional public value through innovation and excellence.

QUALIFICATIONS

 CERTIFICATE IV IN WORKPLACE HEALTH AND SAFETY

TAFE Digital

 DIPLOMA OF BUSINESS MANAGEMENT WITH DISTINCTION

Hunter Institute of TAFE

 CERTIFICATE IV WORKPLACE TRAINING & ASSESSMENT

University of Technology, Sydney

KEY SKILLS & COMPETENCIES

 Strategic Project Management: Highly skilled in planning, executing, and overseeing complex projects and operational initiatives, ensuring seamless alignment with organisational objectives and statutory frameworks in the public service.

 Workplace Health and Safety Expertise: Extensive knowledge of WHS legislation, compliance requirements, and best practices, with a proven track record of achievement in driving a high level of safety in the workplace.

 Leadership and Team Development: Proficient in mentoring, coaching, and guiding multidisciplinary teams to achieve exceptional performance while fostering a culture of accountability and continuous improvement.

 Stakeholder Engagement and Collaboration: Adept at cultivating and maintaining robust relationships with internal teams, external partners, and regulatory bodies to ensure project success and strategic alignment.

 Risk Mitigation and Regulatory Compliance: Expert in identifying, analysing, and mitigating workplace hazards through comprehensive safety strategies, ensuring strict adherence to all relevant regulatory standards.

 Data-Driven Decision Making and Analysis: Proficient in interpreting and analysing complex datasets to uncover actionable trends, drive strategic initiatives, and enhance organisational operational effectiveness.

 Change Management and Process Improvement: Proven expertise in leading organisational change efforts, embedding innovative processes, and consistently securing stakeholder buy-in for sustainable long-term improvements.

 Policy Development and Implementation: Experienced in formulating, refining, and executing organisational policies that enhance operational outcomes, strengthen compliance, and align with broader strategic objectives.

 Advanced Communication and Negotiation: Exceptional ability to articulate complex information clearly, influence diverse stakeholders effectively, and resolve conflicts with diplomacy and professionalism.

 Innovation in Safety and Wellbeing Practices: Committed to advancing workplace health and safety through the introduction of pioneering solutions that elevate employee wellbeing and minimise operational risks.

EMPLOYMENT HISTORY

Nov 2015 - Current SERVICE NSW

Jan 2024 - Current

Mar 2024 - Apr 2024 & Jul 2024

Dec 2020 - Jun 2022

Jul 2022 - Dec 2023

Jun 2019 - Nov 2019

Nov 2015 - Jun 2022

Sydney & Newcastle, New South Wales

Business Operations Coordinator

Relief Senior Business Coordinator

Subject Matter Expert/Leader - Tier 2 Support Proof of Concept

Senior Business Coordinator (Secondment)

Service Centre Manager (Warriewood Service Centre)

Service Centre Manager (Wallsend)

Service NSW is a government agency providing streamlined access to essential services and support for individuals and businesses across New South Wales. By integrating state services into one accessible platform, Service NSW ensures efficiency, convenience and customer-centric solutions. The agency strives to enhance the experience of NSW residents.

Business Operations Coordinator | Business Operations Section, Newcastle (Jan 2024 - Current)

RESPONSIBILITIES:

 Appointed to this role to oversee high-level business, administrative, and operational support services while concurrently leading the Tier 2 Proof of Concept team, ensuring cohesive alignment across both roles.

 Direct and coordinate essential business operations to meet the administrative needs of the Branch/Unit, ensuring all functions adhere to established standards for efficiency, accuracy, and timeliness.

 Prepare and review a comprehensive range of documents, ensuring precise and timely delivery that aligns with organisational standards, supporting effective communication and seamless business functions.

 Monitor and address complex and sensitive inquiries, including escalations, facilitating prompt and effective issue resolution to uphold the unit's responsiveness and reputation.

 Develop, implement, and continuously refine administrative systems, policies, and processes, ensuring compliance with agency standards while enhancing operational efficiency and relevance.

 Manage the collection and analysis of data on business unit performance, synthesising insights to identify improvement opportunities, optimise cost management and elevate service delivery.

 Coach and support staff on policies, procedures, and business systems, ensuring operational effectiveness, compliance, and alignment with organisational goals.

 Establish and maintain strong customer relationships and collaborative networks, utilising effective communication, negotiation, and issue management to sustain high standards of service delivery and achieve project objectives.

 Remain proactively aware of policy obligations, emerging issues and trends, providing recommendations to drive innovation and foster a best-practice business support function in line with organisational and governmental priorities.

ACHIEVEMENTS:

 Reduced Operational Costs: Partnered with SD Supply to lower postage expenses by raising awareness among Frontline teams regarding the costs associated with using Decipha labels aged over 90 days. This initiative involved issuing a targeted newsflash, developing an instructional flyer, and distributing monthly reports to Regional Managers over a three-month period, leading to significant cost savings and sustained improvement in label usage practices.

 Optimised Resource Allocation with Skills Mapping Tool: Supported Service Delivery Deployment by designing a comprehensive skills questionnaire in Microsoft Forms, which integrated seamlessly into a color-coded skills matrix spreadsheet. This tool enabled quick identification of team members suited for SD Help phone calls, streamlining data collation and providing managers with a clear overview of each candidate's skills and areas for development.

 Enhanced Managerial Capacity through Proactive Support: Undertook additional responsibilities to align with managerial priorities, allowing my manager to dedicate time to strategic initiatives and high-level meetings. Tasks included managing social media responses, investigating media-related issues, resolving escalated IT concerns, and coaching new graduates, ensuring smooth operational continuity.

 Data-Driven Security Improvements: Compiled and analysed results from the Security Uplift Survey, rigorously following up on data discrepancies. This meticulous approach provided the Service Delivery leadership team with reliable insights, enabling them to implement targeted security enhancements based on accurate information.

Senior Business Coordinator - Relief (Mar 2024 - Apr 2024 & Jul 2024) & Secondment (Jul 2022 - Dec 2023)

RESPONSIBILITIES:

 Directed the SD Operations team to deliver high-quality operational support services to Service NSW frontline teams, internal stakeholders, and partner agencies, ensuring responsive and reliable assistance.

 Led, managed, and developed SD Ops team members, fostering a high-performance culture to provide expert guidance and support to frontline Service NSW staff.

 Sustained a high standard of service delivery by actively monitoring, analysing, and resolving issues promptly, thus enhancing agency satisfaction levels.

 Built and maintained strong relationships with internal stakeholders, enhancing collaboration and driving improvements in performance measures, tools, and workflows to optimise business systems and processes.

ACHIEVEMENTS:

 Increased Operational Efficiency: Streamlined data entry processes by working with support teams, including Card Operations, to input information directly into the Issues and Actions Register. This efficiency measure created vital capacity for four Operations Officers, allowing them to focus on higher-value tasks.

 Strengthened Cross-Agency Collaboration: Rebuilt a collaborative and productive relationship with the TfNSW DRIVES Help Desk, enhancing communication channels and alignment on shared objectives, leading to improved service outcomes.

 Innovative Training Initiative “May Medical Madness” Workshops: Partnered with the Training team and leveraged established connections with Transport for NSW’s Licence Review Unit to develop and deliver the “May Medical Madness” Fitness to Drive workshops. Seven virtual sessions were conducted for Service Centre team members, each session fully booked, where I served as a subject matter expert, addressing complex queries and providing real-time policy references. The workshops received enthusiastic feedback for their informative, interactive approach.

Subject Matter Expert/Leader - Tier 2 Support Proof of Concept (Dec 2020 - Jun 2022)

RESPONSIBILITIES:

 Directed daily operations of the Tier 2 Support Proof of Concept (PoC) Team, ensuring effective management and optimal performance in providing timely and specialised support to frontline teams.

 Led a team of Subject Matter Experts, overseeing the delivery of guidance and technical assistance to frontline staff, enhancing their capacity to address complex enquiries and ensuring service consistency across all touchpoints.

 Conducted in-depth data analysis to identify trends, emerging challenges, and opportunities for improvement, leveraging these insights to provide strategic recommendations to the Business Manager and senior leadership teams within Operations and Service Centre/Contact Centre divisions.

 Developed and implemented support strategies tailored to frontline needs, continuously refining the team's approach to align with organisational goals and ensure high standards of service excellence.

 Acted as a critical communication bridge between Tier 2 support and leadership, sharing real-time feedback and operational insights that informed decision-making and shaped the direction of service initiatives across the organisation.

 Championed knowledge-sharing initiatives, ensuring frontline team members were equipped with updated information, policies and best practices, thereby strengthening the PoC Team’s role in enhancing overall service quality and efficiency.

ACHIEVEMENTS:

 Strategic Partnerships: Established and sustained a collaborative relationship with Transport for NSW LRU leadership, leading to the delegation of authority to lift medical restrictions, streamlining processes and accelerating service delivery.

 Enhanced Operational Efficiency: Attained a 61% first-call resolution rate with an impressive average wait time of 19 seconds and an average handling time of 2 minutes and 29 seconds. This operational efficiency optimised resource capacity within the LRU, allowing a focused effort on clearing the medical backlog, and alleviated service demands on both Service Centres and Contact Centres, reducing wait times for team members.

 Simultaneous Management of Diverse Teams: Effectively oversaw the concurrent management of three distinct teams with varied roles and responsibilities: Tier 2, Privacy Hypercare, and a remote (WFH) Service Centre team. This required adept coordination and strategic prioritisation to ensure cohesive and effective operations across each function.

 Proactive Customer Issue Resolution: From Sep 2021 to May 2022, I managed communications with 300+ customers impacted by a system update that disrupted contact updates in the Transport for NSW DRIVES database. Initially tasked with informing customers of ongoing investigations, I identified an opportunity for faster resolution. I categorised customers into those needing immediate support, misdirected cases, and those awaiting system fixes. After presenting this analysis to stakeholders and securing managerial approval, I began resolving issues directly while overseeing Tier 2 call operations.

 Effective Remote Team Deployment and Crisis Management: As the customer base expanded, I was assigned a remote team with no prior experience in Salesforce or myService. I provided tailored training, ongoing coaching, and prioritised team well-being. By May 2022, we had resolved 1,338 of 2,500 cases, reducing escalation risks and customer complaints significantly before transitioning the task to a business-as-usual team.

Service Centre Manager - Wallsend Service NSW (Nov 2015 - Jun 2022)

RESPONSIBILITIES:

 Directed and managed the daily operations of the Wallsend Service Centre, ensuring seamless service delivery aligned with the Service NSW vision, mission, and values, and consistently maximising positive customer experiences.

 Inspired and motivated the Service Centre team to excel in providing exceptional customer service, fostering an environment where employees are encouraged to reach their highest potential in service delivery.

 Implemented, refined, and maintained effective business processes, including customer experience improvement programs, to enhance operational efficiency across the network, supporting a high standard of service delivery.

 Proactively managed and resolved customer complaints in line with organisational standards, identifying trends and leveraging insights to develop improvement opportunities that drive customer satisfaction.

 Cultivated strong relationships and collaborated with internal stakeholders to continuously improve performance metrics, tools, and processes, thereby enhancing overall business systems, workflows, and service centre efficiency.

 Led team management initiatives, including work planning, coaching, and professional development, to strategically align resources with key priorities, ensuring an engaged and productive team dedicated to customer excellence.

 Ensured full compliance with all relevant legislation and standards, particularly in safeguarding confidentiality, privacy, and data integrity, reinforcing trust and accountability within service delivery operations.

ACHIEVEMENTS:

 Team Development and Career Advancement: Transformed an inexperienced team into a cohort of highly skilled, motivated professionals, fostering an environment conducive to growth. This focus on development led to several team members achieving promotions and securing higher-graded secondments within Service NSW.

 Effective Succession Planning: Established a robust succession plan at the Wallsend Service Centre, ensuring complete self-sufficiency in covering all roles during both planned and unexpected absences. This capability extended to filling leadership roles at other Service Centres, strengthening overall operational resilience.

 Expert Leadership Training: Selected to deliver the Leader DRIVES training program to fellow managers and emerging leaders, enhancing leadership competencies and boosting team performance across Service Delivery. During my eightmonth tenure as facilitator, sessions reached full enrolment with waitlists, underscoring the program’s impact and demand.

 Resolution of Complex Staffing Challenges: During an eight-month secondment at Warriewood, addressed a challenging pre-existing staff issue by guiding the resolution process in alignment with Service NSW values. Through structured support and clear guidance, I facilitated a fair and constructive outcome, significantly boosting team morale.

 Performance Rehabilitation and Development: Entrusted with managing and rehabilitating underperforming staff from multiple sites, successfully implementing tailored development plans that resulted in marked performance improvements and reinforced alignment with Service NSW standards.

 Work Health and Safety (WHS) Advocacy: Actively contributed as a member of the WHS Committee, championing workplace safety initiatives, promoting a culture of safety and wellbeing, and supporting compliance with WHS standards to safeguard the health and safety of both staff and customers.

Service Centre Manager - Warriewood Service Centre (Jun 2019 - Nov 2019)

RESPONSIBILITIES:

 Executed the full suite of managerial responsibilities as established at the Wallsend Service Centre, ensuring the effective operation of the Warriewood Service Centre, including optimising customer service processes, maintaining high performance standards, and overseeing daily centre operations.

 Led the team in aligning service delivery with the mission and values of Service NSW, focusing on enhancing customer experience, promoting service efficiency, and reinforcing a positive work culture.

 Provided direct oversight and support in the implementation of operational policies, staff management practices, and customer service improvement initiatives, fostering a cohesive and productive team environment.

 Directed team management, work planning, and coaching initiatives to align resources with organisational priorities, fostering a positive customer experience and driving operational excellence.

ACHIEVEMENTS:

 Cultivated High-Performing Team: Transformed an inexperienced team into a group of skilled, engaged professionals, creating a culture of growth and excellence that led to multiple team members achieving promotions and securing higher-graded secondments within Service NSW.

 Established Robust Succession Planning: Designed and implemented a succession plan that enabled the Wallsend Service Centre team to become fully self-sufficient in covering all roles during both planned and unplanned absences, with team members also backfilling leadership roles in other Service Centres, reinforcing operational stability.

 Delivered High-Impact Leadership Training: Selected to deliver Leader DRIVES training to fellow managers and emerging leaders, enhancing their leadership capabilities and elevating team performance across Service Delivery. Over eight months, I facilitated fully-booked sessions with a waitlist, reflecting the program’s high value and demand.

 Resolution of Complex Personnel Matters: During an eight-month secondment at Warriewood, successfully resolved a challenging staff issue through structured guidance and support, ensuring alignment with Service NSW values and enhancing team morale. This approach led to a fair and constructive outcome that strengthened team cohesion.

 Performance Improvement and Staff Rehabilitation: Entrusted with the rehabilitation of underperforming staff across multiple sites, where I implemented tailored development plans that achieved significant performance improvements and ensured alignment with Service NSW standards.

 Commitment to Workplace Health and Safety: Elected to the Workplace Health and Safety Committee and maintained a 100% compliance rate in Health and Safety Inspections across my region, demonstrating a steadfast commitment to safety and regulatory adherence.

June 2000 - Nov 2015

Dec 2004 - Nov 2015

Dec 2014 - Jun 2015

Jan 2012 - Mar 2012

Oct 2011 - Dec 2011

Jul 2010 - Mar 2011

Jan 2007 & Aug 2009

May 2008 - Aug 2008

June 2000 - Dec 2004

ROADS AND MARITIME SERVICES

Sydney, New South Wales

Customer Service Centre Manager - Toronto Motor Registry

Customer Service Centre Manager (Secondment) - Warners Bay Motor Registry

Customer Service Centre Manager - Tweed Heads and Murwillumbah Motor Registries

Registry Program Officer - Registry Program Services

User Tester - IT Quality Control, North Sydney

Customer Relations Coordinator - Registry Services North

Registry Service Manager (Secondment) - Wallsend Motor Registry

Help Desk Officer - DRIVES Help Desk, Newcastle

C A SSANDRA BIG GS

linkedin.com/in/cassie-biggs-110382212/

Demonstrating exceptional results as a dedicated and justice-driven legal professional, I am eager to contribute my experience and legal acumen as a Paralegal at the Director of Public Prosecutions. Holding a Bachelor of Laws, Graduate Diploma of Legal Practice, and admission to the Supreme Court of New South Wales, I bring a solid grounding in criminal law, legal research and client advocacy. My professional background includes high-pressure placements and contract roles with Legal Aid NSW, the Aboriginal Legal Service, and private defence firms, where I developed expertise in criminal procedure, brief preparation and client liaison. I have worked directly with summary prosecutors, duty solicitors, Senior Counsel and diverse stakeholder groups including Police, Courts, Sheriffs and Corrections, providing timely and accurate legal support in busy court environments. Skilled in drafting court submissions, managing confidential information, and triaging complex legal matters, I operate with discretion, cultural awareness and professionalism. My strengths lie in efficiently managing competing priorities, analysing legal issues and supporting high-quality legal services that uphold procedural fairness and community confidence. I offer mature judgement, emotional intelligence, and unwavering commitment to upholding justice. Possessing a strong work ethic and readiness to relocate, I seek to advance my legal career within the NT Government. I am confident in my ability to support summary prosecutions with integrity, resilience and exceptional attention to detail

QUALIFICATIONS

Feb 2025 Solicitor, Supreme Court of New South Wales Admitted February 21, 2025 May 2023 - May 2024 Graduate Diploma of Legal Practice College of Law, Sydney Feb 2023 Bachelor of Laws Southern Cross University, Lismore

PROFESSIONAL DEVELOPMENT

• Current Accredited Mediator (NMAS), Southern Cross University

• Statement of Attainment Advanced Microsoft Suite, TAFE NSW

• Statement of Attainment Accounting 1 & 2, TAFE NSW

• Certificate IV in Yoga Teaching, Yoga Arts

KEY SKILLS & COMPETENCIES

• Criminal Law Knowledge and Application: Proven understanding of criminal procedure and legal frameworks, with experience preparing sentencing submissions, legal briefs and s32 applications across Local and District Courts.

• High-Level Administrative Support: Adept at managing legal documentation, discovery processes, confidential files and correspondence in high-volume environments, ensuring accuracy, confidentiality, consistency and compliance.

• Client Engagement and Advocacy: Skilled working with vulnerable clients, including Aboriginal and Torres Strait Islander individuals, demonstrating empathy, cultural sensitivity, confidentiality, and trauma-informed communication practices.

• Courtroom and Tribunal Exposure: Experience supporting summary and indictable matters in Local and District Courts, including instructing counsel, assisting in trial preparation, case strategy development and procedural coordination.

• Legal Research and Statutory Interpretation: Strong capability in researching case law, legislation and sentencing statistics using platforms such as JADE, AustLII, Lexis Advance and the Judicial Commission of NSW.

• Brief and Document Preparation: Experienced in compiling complete briefs of evidence for defence and prosecution, ensuring compliance with legal standards, procedural accuracy, evidentiary sufficiency, and court filing requirements.

• Multistakeholder Collaboration: Proficient in liaising with police prosecutors, registrars, corrections staff and community services to facilitate legal processes, resolve issues, and optimise client outcomes across jurisdictions.

• Time Management and Prioritisation: Effective in managing concurrent tasks and tight deadlines, maintaining efficiency, attention to detail, and composure in fast-paced, high-pressure legal environments with competing priorities.

• Strong Written Communication: Capable of drafting precise correspondence, legal summaries, and factual analyses to assist prosecutors, duty lawyers, senior counsel, and internal legal support teams across multiple jurisdictions.

• Legal Software and Technology Proficiency: Competent in MS Office, G Suite, MYOB, and legal research databases including AustLII, JADE, LexisNexis, LawOne and other jurisdiction-specific platforms for efficient research.

EMPLOYMENT HISTORY

Sep 2024 - Current HELIX CONSTRUCTIONS GROUP

Gulgong, New South Wales

Paralegal

RESPONSIBILITIES:

• Support legal counsel in the review, analysis and negotiation of joint venture agreements, trade contracts and construction-related documentation for various projects across NSW, ensuring legal accuracy and strategic alignment.

• Interpret and apply legislation including the Home Building Act 1989 (NSW) and Security of Payment Act 1999 (NSW) to assist with contract enforcement, compliance, dispute prevention activities and legislative risk identification.

• Draft and prepare Statements of Claim and affidavits for Local Court proceedings relating to debt recovery and payment disputes, ensuring accuracy, procedural compliance, timely court lodgement processes, and evidentiary sufficiency.

• Conduct legal research on construction law, case precedents, and statutory obligations to support dispute resolution strategies, risk mitigation planning, informed legal decision-making processes, and compliance assurance activities.

• Liaise with contractors, project managers, and external counsel to clarify contractual terms, facilitate pre-litigation communication, resolve legal concerns, and minimise contractual ambiguities or misinterpretations.

• Maintain contract registers, legal document databases, and version control protocols to ensure operational accuracy, legal consistency, audit readiness, document integrity, and compliance with governance frameworks.

• Prepare correspondence, legal summaries, and internal briefing materials to support executive decision-making on commercial and contractual matters across multiple complex infrastructure projects and legal portfolios.

• Provide high-level administrative assistance including collation of discovery materials, file organisation, meeting preparation, document formatting, and compliance with legal protocols, procedures and standards.

Jul 2023 - Jul 2024 LEGAL AID NSW

Lismore, New South Wales

Practical Legal Training Placement RESPONSIBILITIES:

• Provide high-quality legal support to team members within the Criminal Law practice, assisting Legal Officers and private duty lawyers on duty list days at various regional northern NSW local courts. Obtain fresh custody lists, triage current Legal Aid and walk-in clients, obtain defence papers from prosecutors, and liaise with a wide range of stakeholders including Registrars, Officers of the Court, Community Corrections, Police Prosecutors and Sheriffs.

• Support duty solicitors at the local court by conducting initial conferences with clients, going through the facts, summarising the facts and offenses, and when possible, accelerating their plea; highlighting pertinent criminal history offenses, any breaches of orders, AVOs, bail, parole, and any outstanding warrants issued; obtaining relevant subjective details, applying the relevant law part codes and legislation and providing in a summarised format for the duty solicitor.

• Undertake file work and legal research on current case law and research papers on summary and district court criminal offenses, traffic offenses, bail law, evidence, police powers, disclosure, sentencing statistics, and criminal law practice and procedure in key legislation in the NSW jurisdiction such as the Crimes Act, Crimes (Sentencing Procedure) Act and more.

• Utilise online legal resources such as Judicial Commission of New South Wales Bench Books, Austlii, Jade, LexisNexis, Legal Aid Criminal Law Resources, Criminal CPD, and Public Defenders resources effectively.

• Provide high-level legal administrative assistance to solicitors by collating briefs, documents for discovery, maintaining client files with police fact sheets, witness statements, custodial reports, affidavits, subpoenas, video evidence, and expert reports.

• Attend and assist trial advocates, instructing solicitors, and Senior Counsel in district court appearances.

• Ensure compliance with Legal Aid Commission Act policies and practice management standards, adhere to the professional ethics and standards of solicitors in all dealings with clients, courts, and other members of the legal profession.

• Assist the supervising solicitor with managing and conducting conflict checks.

ACHIEVEMENTS:

• Developed specialised expertise in criminal law practice, leveraging this knowledge to analyse complex legal issues, resolve procedural challenges, provide accurate provisional advice, and effectively communicate legal reasoning to solicitors, duty lawyers, court stakeholders, community-based service providers, and support agencies.

• Empathetically interacted with clients from diverse socio-economic and cultural backgrounds, building trust and facilitating sharing of sensitive personal information relevant to their legal representation, case management and wellbeing.

• Assisted duty solicitors on list days by taking client history, summarising cases, applying facts to legal issues and presenting summaries and pleas to the duty solicitor, enabling them to prioritise clients and manage caseloads efficiently.

• Provided effective in-person customer services to clients at the local court regularly, including providing information about Legal Aid services and facilitating referrals to other agencies and essential services such as community legal centres, Traffic Offender Programs, Domestic Violence NSW, Women’s Legal Service, Mission Australia, Youth Connections North Coast Inc, and North Coast mental health referral services.

EMPLOYMENT HISTORY

Nov 2022 - Jan 2023

ABORIGINAL LEGAL SERVICE

Lismore, New South Wales

Volunteer Paralegal

RESPONSIBILITIES:

• Supported the Managing Solicitor and legal team in providing legal support to Aboriginal and Torres Strait Islander clients

• Performed clerical and administrative duties to enhance the effectiveness of legal services, including managing legal documentation and correspondence. Acted as the first point of contact for clients, managing telephone inquiries, directing them appropriately, and ensuring issues were followed through to resolution with the managing solicitor.

• Managed the referral email inbox, handling paralegal queries and client intake procedures efficiently.

• Assisted in drafting Section 32 Mental Health applications under the Mental Health (Forensic Provisions) Act 1990 (NSW) and prepared detailed, client-centred sentencing submissions for the Local Court addressing mitigating factors.

• Compiled briefs, organised documents for discovery, and maintained meticulous client files, which included collating police fact sheets, custodial reports, video evidence, and transcribing NSW Police recordings.

• Collaborated with stakeholders such as NSW Police, NSW Corrections staff, prosecutors, court support staff, mental health professionals, and Aboriginal field officers to secure documentation and gather essential information for the legal team.

ACHIEVEMENTS:

• Significantly updated the office’s legal resource files with the latest case and sentencing laws, including resources on driving offenses and penalties, and published materials from Legal Aid NSW, the Public Defender’s Office, and the Judicial Commission of NSW Bench Books, including the Bugmy Bar Book. This initiative ensured that all solicitors had immediate access to updated legal resources, greatly enhancing the team’s ability to provide accurate legal services to clients.

Oct 2021 - Dec 2021 RANDAL LEGAL

Lismore, New South Wales

Legal Intern

RESPONSIBILITIES:

• Worked at a criminal law specialist firm involved in matters across the Supreme Court of New South Wales, District Court, Local Court, Children's Court, and the Industrial Relations Commission, gaining comprehensive exposure to a wide range of criminal cases, from minor offences to complex indictable charges in the Local Court jurisdiction.

• Accompanied the principal and senior solicitors to court sessions, providing support by consulting with the Court Registrar and Court Police, and supported the duty solicitor representing Legal Aid clients in various court proceedings, including first appearances, pleas of guilty, mentions, adjournments, bail applications, and sentencing submissions.

• Conducted file reviews for complex legal matters, including analysing Department of Public Prosecutions briefs, charge sheets, pleadings, court documents, applicable legislation, and relevant evidentiary materials for case preparation.

• Participated in multiple client conferences with the principal solicitor, observing and learning effective communication strategies for soliciting information, delivering legal advice, and making recommendations. This included honing skills in open and honest communication, active listening, empathy, and maintaining client confidentiality

• Drafted email correspondence to various stakeholders in the criminal justice system and consulted directly with clients and stakeholders through face-to-face meetings, including prosecutors, NSW Police, private professionals, and counsel.

• Engaged in internal meetings, contributing to casework discussions, improvement projects, and workplace processes.

ACHIEVEMENTS:

• Assisted the senior solicitor and counsel on two major criminal cases, managing communications with the clients and their families to keep them informed of hearing progress, which enhanced client service and reduced legal costs.

Jul 2018 - Aug 2018 BAREFOOT LAW

Byron Bay, New South Wales Volunteer Legal Assistant

RESPONSIBILITIES:

• Advocated for disadvantaged clients at a community-based law firm covering a range of legal areas, serving as the

• initial point of contact during community legal clinics, triaging clients to ensure they received appropriate legal support.

• Managed client intake via phone calls and face-to-face inquiries, recording legal issues for review by the principal solicitor.

• Provided administrative support during legal conferences, assisting the principal solicitor and the legal team in organising and managing documentation, assisted solicitors with the management of files, records, and documents

ACHIEVEMENTS:

• Delivered basic referral information services with empathy, supporting vulnerable clients affected by financial hardship, domestic abuse, disenfranchisement, or intellectual disabilities. Provided not only legal assistance but also emotional support, ensuring clients felt understood and valued during their legal journeys.

REFEREES AVAILABLE ON REQUEST

B elinda H ud son

CAREER PROFILE

Demonstrating a distinguished and progressive record of achievement as an accomplished and results-oriented public sector professional, I offer highly developed leadership, interpersonal and organisational acumen, coupled with a strong commitment to integrity, innovation and public value. I am now seeking a challenging and purposeful opportunity as Registrar at the New South Wales Civil and Administrative Tribunal (NCAT), where I can contribute to the ongoing advancement of judicial administration and governance excellence. I am deeply motivated by the prospect of driving reform, facilitating continuous improvement and managing transformative change initiatives of both strategic, operational and community significance. Across a career spanning more than twenty years within complex, compliance-driven and legislatively governed environments, I have consistently demonstrated an authoritative and nuanced understanding of statutory frameworks, court practices, procedural governance and multifaceted case management systems. I am confident in my capacity to deliver enduring value to NCAT through the effective leadership, mentoring and professional development of a high -performing registry team, cultivating a workplace culture that exemplifies ethical conduct, accountability, collaboration and performance excellence to achieve sustained service delivery outcomes within a evolving hybrid workforce.

KEY SKILLS & COMPETENCIES

 Team Leadership: Leads, motivates and mentors team members, monitoring performance, fostering professional development.

 Change Management: Drives innovation, initiates positive change in workplace practices, technology and business improvement.

 Achieves Results: Unwavering committment to meeting objectives, improving performance and optimising service delivery.

 Process Development: Drives business innovation with a commitment to developing and improving processes and systems.

 Resource Management: Plans and manages financial, physical and human resources within available budgetary constraints.

 Project Management: Manages and delivers projects, ensuring time, cost, quality, expectations and requirements are met.

 Legislative Compliance: Understands, interprets and applies a range of government legislation, policies and procedures.

 Analytical & Research: Well-developed analytical and research skills, with proven expertise in collecting and analysing data.

 Client Service: Provides quality client service, handling enquiries, builds positive rapport and optimises the client experience.

 Communication: Highly developed written and verbal communication skills, articulating key messages clearly and succinctly.

 Problem Solving: Maintains a solution-focused approach, effectively resolving issues and problems promptly and efficiently.

 Time Management: Well organised and highly efficient, with the ability to manage tasks, schedules and changing priorities.

QUALIFICATIONS & TRAINING

1998 - 2002 Bachelor of Town Planning

University of New South Wales

1997 Business Administration Course Hurstville Business College

1995 - 1997 Bachelor of Arts (Honours in English & Italian)

NCAT TRAINING

University of Sydney

 DCJ Bullying & Harassment for Managers & Supervisors | Privacy & You | DCJ Conflicts of Interest | Disability Confident for Managers

 DCJ Information Security (Version 2022) | Disability Confident for Recruiters | Maintaining Positive Relationships & Managing Conflict

 Payment Card Industry Data Security Standard PCI | DSS Awareness Training | DCJ Information Security | DCJ Code of Ethical Conduct

 NCAT Tribunal Orders | Disability Awareness: Managers | Conflicts of Interest | Working with Law Access NSW | Personal Leadership

 Bullying, Harassment & Discrimination | Emergency & Evacuation | Using Courtroom Booking Tool | Flexible Service Delivery

 Mental Health: Basic Facts | Telephone Techniques | NCAT Case Management | Client Service | Change Management Workshop

EMPLOYMENT HISTORY

Jan 2011 - Oct 2025 NSW CIVIL & ADMINISTRATIVE TRIBUNAL (NCAT) Sydney, New South Wales

Aug 2018 - Oct 2025 Senior Case Management Officer

Jan 2020 - Jan 2021 Acting Deputy Divisional Registrar

Jan 2011 - Jul 2018 Case Management Officer

Acting Deputy Divisional Registrar & Senior Case Management Officer

RESPONSIBILITIES:

 Contributed as an Acting Deputy Divisional Registrar in 2020–2021, with full accountability for leading, mentoring and developing a team to meet statutory and administrative obligations, delivering high-quality services to clients, the public and Tribunal Members.

 Led and managed a team effectively to enable the consistent achievement of service standards in a demanding, high-volume operational environment with complex workloads, competing priorities and challenging stakeholder demands.

 Promoted a collaborative environment that valued ethical behaviour, accountability and high performance to achieve quality service delivery, organisational objectives, and recognition for innovation, excellence and sustained professional development.

 Planned, monitored and managed workload and allocation across the team, including staff rostering, to ensure equitable distribution of workload, effective service delivery and ongoing optimisation of operational efficiency and workforce capability.

 Actively participated in the review, development and monitoring of service standards, including timeliness and quality of service, and proactively identified, developed and implemented innovative process improvements to enhance outcomes.

 Oversaw all case management issues in the registry and managed the listing and preparation of cases.

 Prepared Tribunal correspondence and other documentation using highly developed written communication skills.

 Contributed to community education programs by facilitating information sessions on relevant topics, including legislation and Tribunal procedures, and participated as required in Consultative Forums with various interest groups.

 Managed a positive environment and collaborative team culture in which team members were encouraged to accept and initiate change, embrace continuous improvement, and actively seek innovative ways to enhance the efficiency of service delivery.

ACHIEVEMENTS:

 Identified and managed complex workflow and case management issues, independently developing, providing and implementing practical and sustainable solutions in accordance with relevant legislation, procedures and organisational governance frameworks.

 Upheld a consistently high level of integrity, making sound, independent decisions in relation to the efficient coordination of workflow, while exercising professional discretion, analytical reasoning and balanced judgment in all matters.

 Maintained and utilised a detailed and current knowledge of all legislation, policies and procedures relevant to the registry to effectively manage complex matters, consistently interpreting legislative requirements and procedural obligations accurately to provide information and authoritative guidance to clients, the public, colleagues and Tribunal Members.

Case Management Officer - Guardianship Division

RESPONSIBILITIES:

 Led, directed and managed a multidisciplinary team in a demanding, high-volume operational environment to ensure effective, accurate and timely service delivery to clients, the public, Tribunal Members and key internal stakeholders.

 Managed and prepared complex matters in strict compliance with legislative and procedural requirements, ensuring the welfare, fairness and best interests of all parties remained paramount throughout the hearing and determination process.

 Ensured the consistent, accurate and timely registration, processing and preparation for the hearing of applications, maintaining full responsibility for the scheduling, coordination and smooth progression of all Tribunal hearings and related proceedings.

 Planned, monitored and managed workloads with accountability for task allocation across the team, including staff rostering in order to ensure equitable distribution of workload and effective service delivery

 Oversaw and managed all case management issues in the registry and managed the listing and preparation of cases

 Maintained an up-to-date knowledge of relevant legislation and operational procedures and contributes to the development and implementation of business process and service delivery improvements.

 Prepared complex factual reports and/or other correspondence and documentation.

ACHIEVEMENTS:

 In 2013, I was identified and subsequently nominated as an “Emerging Leader” as the sole nominee for Guardianship Division. The course was undertaken over 6-months Emerging Leader Program through Department of Justice and was completed in 2013.

 Contributed as the Team Leader of a Hospital Team Project in the Guardianship Division, which involved streamlining process involved reducing hospital stays for clients. The project involved linking Department’s business plan and NSW Public Service Strategy. Under my leadership, our team achieved the Department of Justice Staff Excellence Award at Parliament House, Sydney.

 Mentored, managed and coached a team to meet service standards with complex workloads and challenging demands.

 Encouraged team members to initiate change and devise ways to improve the quality and timeliness of service delivery.

EMPLOYMENT HISTORY

Feb 2009 - Dec 2010 EXPERT CIVIL PTY LTD

St Peters, New South Wales

Operations Manager

RESPONSIBILITIES:

 Managed the day-to-day operations of the business, accountable for sales, profitability and customer acquisition.

 Managed, supervised, trained and motivated subcontractors and staff, overseeing teamwork and productivity.

 Determined strategies to enhance company productivity by providing effective methods in business operations.

 Demonstrated high level communication, interpersonal and negotiation skills, building effective relationships.

 Assessed and determined client requirements in accordance with tender guidelines and drawings.

 Provided and oversaw quality customer service and enhanced service levels.

 Maintained company records and registers in an up-to-date manner.

ACHIEVEMENTS:

 Provided a work environment that engenders positive energy, creativity and teamwork amongst staff.

 Created and oversaw compliance to relevant legislation and processes.

Aug 2005 - Dec 2008 HOPESHORE PTY LTD

Bankstown, New South Wales

Office Manager

RESPONSIBILITIES:

 Managed the day-to-day operations of the office, developed and implemented office administration processes

 Coordinated human resource management functions for the office, including recruitment, induction and separation processes.

 Provided budget, procurement and contract management advice as well as approval processes and manage contracts

 Determined and analysed client requirements comprehensively in accordance with detailed tender specifications, project documentation and technical drawings to ensure compliance with contractual and organisational guidelines.

 Performed a broad range of administrative tasks efficiently and provided high-quality, responsive customer service to internal stakeholders, contractors and external clients, ensuring professional communication and support.

 Maintained company records, registers and documentation accurately, ensuring data integrity, compliance with organisational procedures and adherence to audit and record-keeping requirements at all times.

 Processed, monitored and managed all accounts payable and receivable functions with precision and accountability, ensuring accurate financial transactions, timely reconciliations and adherence to corporate governance standards.

ACHIEVEMENTS:

 Oversaw compliance with OH&S guidelines and led employees to maintained a safe work culture.

 Provided strong leadership, supervising employees and provided direction, coaching and mentoring.

 Communicated professionally with relevant authorities such as WorkCover, CFMEU and stakeholders.

 Utilised high level organisation skills to manage the office’s facilities and equipment, business and IT systems.

EARLIER WORK HISTORY

Oct 2001 - Jun 2005 REVESBY WORKERS CLUB General Duties

Feb 1996 - Oct 2008 CALVARY HOSPITAL Volunteer

May 1993 - May 1996 THRIFT CHEMISTS Pharmacy Assistant

REFEREES AVAIL ABLE ON REQUEST

J ane Smith

CAREER OBJECTIVE

Demonstrating extensive experience in the education sector with an organised and efficient approach, I am actively pursuing a challenging career opportunity as Education Support Officer with the University of Sydney with a commitment to upholding your values of courage and creativity; openness and engagement; inclusion and diversity; and respect and integrity. Throughout my career spanning 20+ years, I have demonstrated a proven track record of accomplishment in the higher education sector as a Lecturer in Graphic Design, Masters by Coursework Coordinator, Undergraduate Coordinator and Lecturer in Photomedia, providing strong leadership in academic standards and development as well as chairing of relevant academic committees and workgroups. I am confident I would make a positive contribution to the School of Architecture, Design and Planning with the capacity to support a range of student administrative tasks and activities while also providing assistance to your academic colleagues.

QUALIFICATIONS & TRAINING

2002 Doctor of Philosophy (Creative Arts) University of Tasmania, Hobart

1996 Master of Fine Arts (Photography) University of Tasmania, Hobart

1995 Bachelor of Fine Arts (Photography) University of Tasmania, Hobart

KEY SKILLS & COMPETENCIES

 Administration: Performs administrative functions efficiently including record keeping, filing and document preparation.

 Executive Support: Provides high level executive support, scheduling and diary management, preparing agendas and minutes.

 Cultural Diversity: Plans, supports, improves and delivers services in a culturally respectful and appropriate manner.

 Communication: Highly developed written and verbal communication skills, articulating key messages clearly and succinctly.

 Integrity: Represents the organisation in an honest and professional manner, modelling high standards of ethical behaviour.

 Analytical & Research: Well-developed analytical and research skills, with proven expertise in collecting and analysing data.

 Project Support: Assists in delivering projects, whilst ensuring time, cost, quality, expectations and requirements are met.

 Legislative Compliance: Understands, interprets and applies a range of government legislation, policies and procedures.

 Change Management: Drives innovation, initiates positive changes in workplace practices and business improvement.

 Client Service: Provides quality client service, handling enquiries, builds positive rapport and optimises the client experience.

 Finance: Adept in financial management, processing of invoices, managing budgets, report writing and financial analysis.

 Management: Manages and optimises operations across all areas, ensuring service delivery, KPI’s and objectives are met.

 Negotiation: Influential and persuasive, with the ability to negotiate successfully with internal and external stakeholders.

 Problem Solving: Maintains a solution-focused approach, effectively resolving issues and problems promptly and efficiently.

 Process Development: Drives business innovation with a commitment to developing and improving processes and systems.

 Resilience: Displays resilience and courage in fast-paced environments, responding to challenges and overcomes adversity.

 Resource Management: Plans and manages financial, physical and human resources within available budgetary constraints.

 Team Work: Works as a dedicated and supportive team member, sharing information and contributing to team objectives.

 Time Management: Well organised and highly efficient, with the ability to manage tasks, schedules and changing priorities.

 Written Skills: Prepares quality briefs, written reports and correspondence articulating trends, opportunities and risks.

Dec 2012 - Current EVANGELIST @ MIRAGE 3.4D PTY LTD

Sydney, New South Wales

Managing Director/Technology

DUTIES & ACHIEVEMENTS:

 Assisted in the start-up and managing operations of an innovative technology company, reporting to the Board of Directors

 Led and coordinated the workplace training of cadets through small intern projects, overseeing performance and productivity.

 Determined strategies to enhance and optimise company productivity by providing effective methods in business operations

 Managed and monitored budgets, expenditure, forecasts and financial projections, maximising growth and analysing cashflow.

 Researched and developed proof of concept, commercial products and funding strategies for the Mirage software platform (suite of commercially viable products with a 3D focus), co-developed Mirage software platform and co-wrote the patent for a 3D inventive process while working with Mirage 3.4D, the company’s asset, increasing worth from $219,000 to $2,375,000

 Prototyped 3D content and software tools for VR environment and researched visual cues to enhance the depth perception.

 Utilised highly developed written skills to develop documentation and procedures for the company’s research development.

 Direct ed the company’s side of the creation of the external assessor’s report and brought the initial round of funding to the company initiative through facilitating investor and researcher interactions using an influential and persistent approach.

 Spearheaded and coordinated the successful inclusion of researchers and software developers, bringing them into concept and software project envisioning, prototyping, development and testing through all stages, providing direction and updates.

 Designed visually strong shareholders and board reports, proposals, mission statements and prototype presentations.

 Generated innovative brand strategy and company vision incorporating software use case scenarios, software features and benefits, market research and analysis of suitable user experience.

KEY

PROJECTS:

 The X System Project: The X System is a customised platform used to run apps such as Depth and Lucas. Provided platform use case scenarios, software structure consultation and branding strategies for a range of software applications. Helped the system creator/s allow the system to be compatible with other apps.

 The Depth Project: The Depth Project was the main project of Mirage 3.4D and Mirage’s inventive idea. Strategised customer pitches, reviewed patent release and design of photographic and software concepts and led the Depth Initiative.

 The Asset Track Project: The Asset Track Project was an inventory sorting application that allowed users to sort their code and files. Primarily involved in the design of Asset Track and played a large part in software design.

 The Lucas Project: The Lucas Project was a film editing and production application. Led the conceptual design of the application, which allowed other staff of Mirage 3.4D to design the software of the project prototypes.

Feb 2011 - Dec 2012

DUTIES & ACHIEVEMENTS:

BONAFIDE SOFTWARE

Sydney, New South Wales

Creative Director

 Provided strong team leadership and direction, overseeing a creative team of artists, copywriters, graphic designers, photographers and external agencies to promote innovative visual design concepts and direct art/creative development

 Utilised 3D and 2D software to enhance company branding and brought concept expertise; developed new software and program management; produced and managed graphic design asset library, including brand and stationary; and created the company’s brand and marketing plan while working independently through remote access to the company’s server and database.

 Developed valuable contacts and lasting relationships through exchange of ideas at 2012 Microsoft BizSpark Plus in Sydney.

 Developed two new commercial brands and provided a brand strategy and promotion that was well received.

 Maintained an influential approach whilst communicating with external stakeholders to secure funding.

 Developed a successful proposal for the crowdfunding campaign ‘Kickstarter’ for Bonafide Software.

 Acquired a solid working knowledge of a range of design software tools and systems.

Jan 2010 - Apr 2011

DUTIES & ACHIEVEMENTS:

HISTORY

SELF-EMPLOYED

Sydney, New South Wales

Branding Consultant

 Developed and implemented creative strategies for both new and existing products, and influenced all phases of marketing, from design and distribution decisions to advertising and public relations messaging.

 Performed market research to identify markets and assess consumer perceptions, competition, business trends and product value.

 Developed creative concepts and projects for clients in the business to business (B2B) and business to consumer (B2C) space.

 Performed internal audits to ensure the goals of a company's departments are aligned. This research informed the development of an overall brand strategy, affecting logo and package design, pricing, placement, advertising campaigns, and customer service messaging.

 Championed and influenced decisions to distribute a product and what medium is best for advertising and how to shape product messages for different demographics and enhance company initiatives.

Dec 2008 - Dec 2009

DUTIES & ACHIEVEMENTS:

INTERNATIONAL DESIGN SCHOOL

Sydney, New South Wales

Lecturer in Graphic Design

 Primarily involved in curriculum delivery and assessment materials to support students undertaking units of competency to obtain a Certificate III qualification in Design Fundamentals and/or Graphic Design.

 Demonstrated strong interpersonal skills as a student-centred Lecturer, focused on promoting diversity and inclusivity

 Delivered of various graphic branding and research units across the course with the focus on responsible branding design practices/processes and familiarity with emerging experimentation in this field.

 Delivered units covering working in the design industry; colour theory; elements and principles of design; colour as a design element; design conceptualisation; portfolio development; layout, illustration, and editing skills using Photoshop, InDesign and Illustrator; and basics of typography.

Feb 1996 - Oct 2008

2006 - 2008

2004 - 2006

UNIVERSITY OF TASMANIA

Tasmanian School of Art | Hobart, Tasmania

Masters by Coursework Coordinator

Undergraduate Coordinator

1996 - 2008 Lecturer in Photomedia

Masters by Coursework Coordinator (2006 - 2008)

DUTIES & ACHIEVEMENTS:

 Played an integral role in facilitating student success at UTAS by overseeing course planning, course design and development, course delivery, selection of educational resources, assessment, students’ learning outcomes and course evaluation ensuring the quality of Master of Fine Arts (MFA) academic program, implemented course changes and chaired the examination process.

 Drove continuous improvement in learning achievements by conducting weekly group critiques, assisting in the redesign of the RHD unit, implementing course changes, and encouraging interdisciplinary and collaborative studies.

 Co-supervised candidates, liaised with the heads of studios, examiners and external bodies, organised and chaired submission of the MFA candidates, and chaired the examination process, encouraging interdisciplinary and collaborative studies

 Incorporated work experience as a part of study requirements for MFA by Coursework unit and then regulated work experience.

Undergraduate Coordinator (2004 - 2006)

DUTIES & ACHIEVEMENTS:

 Provided leadership in undergraduate course development and for the course, and monitored the course performance regarding teaching, learning and content to drive course improvements and changes.

 Developed, prepared and delivered teaching/learning materials for the undergraduate students delivering talks, lectures and seminars, conducting assessments and examinations, and providing course-specific advice to students.

 Worked within the University of Tasmania ecosystem, such as committees, grant applications and other duties within the Graduate School and University administration.

EMPLOYMENT HISTORY

DUTIES & ACHIEVEMENTS:

 Received the Excellence in Teaching Award - Fostered and applied innovative ways of learning and thinking.

 Developed grant and exhibition proposals and an active member of the Teaching and Learning Committee.

 Assisted in the admission process, enrolments and change of enrollments and collaborated with the academic, administrative and general staff within and outside of the School of Art.

Lecturer in Photomedia (1996 - 2008)

DUTIES & ACHIEVEMENTS:

 Embraced methodologies and approaches to create a dynamic ecology where the fluid exchange of ideas and processes is encouraged.

 Instructed students in digital and analogue forms of still photography, moving image, photo-installation and photographic principles.

 Heavily involved in specialised technical instruction in workshop situations, and an active practice orientated lecture program.

 Assisted in the development of advanced professional competence, artistic skills and critical thinking through engaging with a range of imaging technologies and leveraging a strong creative vision and the ability to think conceptually to achieve objectives

 Encouraged creative expression through making, allowing students to explore and develop their skills through practice.

SOLO EXHIBITIONS

2010 “Stage Sets” (Theatre Cinohra, Czech Republic)

2008 “Beyond Deceptions” (Theatre Cinohra, Czech Republic)

2004 “Perceptions, Deceptions and Dreams” (Stills Gallery, Sydney)

1998 “Powder Magazine” (Usti and Labem, Czech Republic)

GROUP EXHIBITIONS

2007 "Fortune of Lost Hearts: an insight into convict culture” (Port Arthur, Tasmania)

2005 “2 Different” (Carnegie gallery, Hobart, Tasmania

2004 “SURFACE TENSION: The Artist in the Image” (ACP, Sydney)

2003 “Haven” (Long Gallery, Hobart, Tasmania)

2001 “Nina Nikolaevna Shudnat” (Tweed River Art Gallery, Murwillumbah, NSW)

1998 “Home Show” (Plimsoll Gallery, Hobart, Tasmania)

1995 “Honours Show” (Plimsoll Gallery, Hobart, Tasmania)

1993 “I’SLAND (t’l-)n.” (Long Gallery, Hobart, Tasmania)

PUBLICATIONS

 Sean Kelly, ‘Artist [As] Educators: Visual Arts of Pressures and Privileges’, in RealTime #74, August – September 2006, (p. 14)

 Murray, K., ‘Out of the Gothic and into the Blue’, in Artlink, volume 23 / #1, 2003 (p.60-61)

 ‘Portraits on Show’, Tweed Times, 6 June 2001

 Stewart, A., ‘The 2001 Josephine Ulrick National Photography Prize’, in Photofile, #64 December 2001, (p.73)

 Sandy Edwards, ‘Surfacing’, in Photofile, #58, December 1999, (p.13, p.16)

LANGUAGES

 English, Czech, German and Russian

REFEREES AVAILABLE ON REQUEST

NSW GOVERNMENT COVER LETTER EXAMPLES

Attn: Dyana Rifai

Re: Project Engineer

Dear Ms Rifai,

| Job Ref No: 94552-42615687

I am writing to express my interest in the Project Engineer position within the Asset Planning North team at Transport for NSW. With a Bachelor of Engineering in Civil (MiEAust), Diploma in Project Management and over two decades of experience in project management, estimation, and contract administration, I am confident in my ability to contribute to TfNSW.

Throughout my career, I have demonstrated a commitment to delivering infrastructure projects on time and within budget, ensuring quality and compliance with regulatory requirements. My recent role as Lead Estimator at Carrabay Pty Ltd involved managing the tender process for several high-value projects such as the Cabramatta Station - Cess Drain Works ($1m) and FRP works - Barriers L walls and precast install M12 West ($4m). I produced detailed estimates, led tender review meetings, and engaged in post-tender negotiations, securing positive outcomes and fostering strong client relationships.

In previous roles at Quickway Constructions Pty Ltd and Talis Civil Pty Ltd, I managed comprehensive project estimations and led business development initiatives, securing numerous contracts, including the Macquarie Park Bus Lane upgrade ($21m) and Brookers Bridge Replacement ($2m). My expertise in preparing cost estimates, reviewing contract conditions, and managing variations ensured compliance with contractual obligations and optimised project execution. I bring robust skills in project management, including resource allocation, risk management, and stakeholder coordination. My leadership capabilities have been honed through managing multidisciplinary teams, mentoring junior staff and fostering a collaborative environment that promotes productivity and continuous improvement. Additionally, my proficiency in technical software such as 'Expert' and 'Benchmark' Estimation, combined with my solid understanding of civil engineering principles, positions me well to contribute to the successful delivery of pavement infrastructure projects.

I possess extensive knowledge and experience in the design, construction, inspection, and maintenance of pavement infrastructure. At Quickway Constructions Pty Ltd, as a Senior Estimator, I was assigned as the Project Manager for the Macquarie Park Bus Lane upgrade, a $21 million project that involved significant pavement infrastructure work. The project required comprehensive design, construction, and maintenance planning to ensure the bus lanes met regulatory standards and could withstand high traffic volumes without frequent repairs. I led a multidisciplinary team in the design phase, collaborating with engineers to develop robust pavement solutions. During construction, I oversaw the implementation of advanced construction techniques and materials to enhance pavement durability. I also instituted a rigorous inspection protocol, performing regular site visits and quality checks to ensure adherence to specifications. Additionally, I developed a maintenance schedule to extend the lifespan of the pavement, incorporating feedback from the construction phase to optimise future maintenance efforts. The Macquarie Park Bus Lane upgrade was completed on time and within budget, significantly improving traffic flow and reducing congestion in the area. The pavement infrastructure has demonstrated exceptional durability, withstanding heavy usage with minimal maintenance required. This success not only met but exceeded the client’s expectations, leading to enhanced client trust and further contract opportunities for Quickway Constructions Pty Ltd.

I have demonstrated strong ability in the analysis of pavement infrastructure information, interpretation of bridge plans and geotechnical reports, and skills in surveying, estimating, budgeting and scheduling. At Carrabay Pty Ltd, as the Lead Estimator, I was tasked with managing the estimation and planning for the Cabramatta Station - Cess drain works, a $1 million project that required thorough analysis and precise planning to ensure successful execution. My role involved analysing detailed pavement infrastructure information, interpreting bridge plans and geotechnical reports, conducting surveys, and preparing accurate estimates, budgets, and schedules to guide the project. I started by meticulously reviewing all available data, including pavement conditions, bridge plans, and geotechnical reports, to identify potential challenges and opportunities. I conducted site surveys to gather additional information and validate existing data. Based on this analysis, I developed detailed cost estimates and prepared comprehensive budgets that accounted for all project phases. I also created a detailed project schedule, outlining each task and milestone to ensure timely completion. Throughout the project, I maintained open communication with stakeholders, providing regular updates and adjusting plans as needed to address any emerging issues. The thorough analysis and precise planning resulted in the Cabramatta Station - Cess drain works project being completed on time and within budget. The accurate estimates and well-structured schedule minimised delays and cost overruns, leading to a successful project outcome. My ability to interpret complex infrastructure information and effectively plan and manage resources was recognised by the client and led to further opportunities for Carrabay Pty Ltd.

My active engagement with professional associations such as Engineering Australia and the Australian Cost Engineering Society underscores my commitment to professional development and staying abreast of industry advancements. I am eager to leverage my skills and experience to support Transport for NSW in achieving its strategic objectives.

During my tenure as a Senior Civil Engineer/Construction Superintendent at Mott MacDonald Engineering Consultants, I consistently optimised business outcomes by effectively managing people and resources to achieve public value. I led multidisciplinary teams in planning, organising, and executing diverse civil infrastructure projects across India. For example, during the construction of 1200 permanent shelters and bridge restoration in Indonesia for Concern Worldwide-NGO, I managed a team to ensure efficient resource allocation and coordinated daily activities to meet project timelines. By fostering a collaborative work environment and leveraging team strengths, I enhanced productivity and minimised operational costs while maintaining high-quality standards. In this role, I prioritised public value in every project by adhering to stringent project schedules, design specifications, and technical standards. For instance, on the 50-ton Anhydrous Aluminum Chloride Plant project, I ensured seamless coordination between civil-structural drawings and utility services, facilitating efficient project execution and achieving operational excellence. By incorporating rainwater harvesting systems and septic tank installations for Tsunami victims on Simeulue Island, Indonesia, I demonstrated a commitment to enhancing community resilience and environmental sustainability. I played a pivotal role in preparing tender documents and conducting pre and post-tender negotiations for design and construct projects. By meticulously analysing project scopes, estimating costs, and managing contract variations, I optimised financial outcomes and secured favorable project outcomes for Mott MacDonald. My strategic approach to project management and resource allocation consistently contributed to achieving business objectives while exceeding client expectations.

My tenure at Mott MacDonald Engineering Consultants highlights my expertise in optimising business outcomes and efficiently managing resources to achieve public value. Through strategic leadership and a dedication to excellence, I consistently delivered successful results on complex civil infrastructure projects, enhancing organisational efficiency and stakeholder satisfaction. I am committed to leveraging my skills to drive continuous improvement and contribute to future project success, aligning with the mission of delivering sustainable engineering solutions. I ensured rigorous adherence to project schedules, design specifications, and regulatory standards across diverse civil infrastructure projects. By meticulously planning, organising, and controlling construction progress, I developed detailed schedules aligned with resource allocation and activity networks. Throughout each project, I monitored and adjusted schedules as needed to maintain project timelines and ensure timely delivery without compromising quality. I conducted thorough onsite and offsite inspection tests in collaboration with client representatives and technical consultants. By producing detailed technical reports on inspection findings and recommendations, I ensured strict adherence to design drawings, specifications, and technical standards. Managing progress claims, variations, and contractual obligations, I maintained precision in compliance with contractual terms and timelines. Through proactive leadership in regular site meetings, I promoted effective communication and transparency, providing timely updates to management and submitting comprehensive progress reports. Enforcing stringent adherence to Occupational Health and Safety (OHS), Environmental, and Quality standards, I fostered a culture of safety and excellence across project teams. Prioritising safety protocols and environmental considerations, I ensured all project activities met ethical standards and regulatory requirements. My contributions underscore my unwavering commitment to integrity in project management. By upholding ethical practices, ensuring compliance with regulatory standards, and promoting a culture of safety and excellence, I consistently delivered successful project outcomes while earning trust and respect from stakeholders.

As Site Supervisor at Citilink Piling, I spearheaded strategic problem-solving initiatives and exemplified accountability across intricate piling projects, maintaining strict adherence to safety protocols and project specifications. I strategically managed projects like the Elisabeth Macarthur Agricultural Institute and the West Ryde Community Building, where I adeptly analysed project needs to devise practical solutions. During the West Ryde project, I navigated challenges in logistics and material procurement by fostering close collaboration with subcontractors and suppliers, optimising delivery schedules and resource allocation. This proactive approach effectively minimised project delays and maximised operational efficiency, ensuring timely project completion within allocated budgets. My role also encompassed rigorous oversight of quality assurance requirements. Through meticulous inspections and audits, I ensured stringent compliance with project standards and documented all activities comprehensively. This systematic approach not only upheld the integrity of piling operations but also facilitated seamless coordination among onsite teams and stakeholders. My commitment to safety was unwavering. I implemented robust safety protocols, conducted regular toolbox talks and safety briefings, and closely monitored site activities to promptly identify and mitigate potential hazards. By strictly adhering to Safe Work Method Statements (SWMS) and OHS standards, I cultivated a culture of safety awareness and upheld the highest safety standards. In terms of accountability, I managed contract variations, claims, and project budgets with precision. I contributed to estimating and quoting for piling, shotcrete and anchor works, ensuring accurate cost projections aligned with project scope and requirements. Transparent communication and effective negotiation with stakeholders enabled me to resolve issues related to scope changes and additional requirements, achieving mutually beneficial outcomes and maintaining project profitability. By integrating strategic problem-solving with a steadfast commitment to safety and compliance, I consistently delivered successful outcomes for high-profile piling projects. My dedication to upholding integrity, professionalism and excellence in project management significantly contributed to the overall success and reputation of Citilink Piling.

I respect Transport for NSW's mission to deliver safe, efficient, and sustainable transport solutions that significantly enhance community quality of life. My extensive professional background and unwavering commitment to excellence are closely aligned with your organisational goals of improving infrastructure, fostering innovation, and ensuring exceptional customer satisfaction. I am passionate about advancing transportation solutions that impact communities. I am committed to upholding the values of integrity, professionalism, and continuous improvement that are central to Transport for NSW's mission.

Find attached my résumé which details my experience and accomplishments together with referees who will verify my capabilities. I welcome the opportunity to attend an interview where I would be pleased to elaborate regarding my potential contributions. Thank you for your valuable time in considering my application, I look forward to your favourable reply.

Yours sincerely,

Keyur Bhatt

GREGORY SWANSON

Dear Hiring Panel,

Re:

Governor/General Manager (Statewide Talent Pool) | Req ID: 77014

23 October 2025

I write with great interest to be considered for the above position in the Security & Custody Branch, bringing extensive experience at Corrective Services NSW spanning over three decades in senior leadership positions within custodial operations and a proven track record of achievement in supporting, guiding, and leading a culture of integrity, professionalism, and discipline within the team. My distinguished record is underscored by a consistent capacity to balance operational rigour with progressive, evidence-based rehabilitation strategies, strengthening safety, governance, compliance and long-term community outcomes.

I believe my experience, combined with my capacity to inspire direction, negotiate with influence, and deliver sustainable outcomes in challenging custodial environments, aligns directly with the requirements of this role. I hold a current driver licence and I am available to travel extensively across NSW, including being on call to respond to emergencies at short notice. Additionally, I have operated within the strictures of the National Heavy Vehicle Law, Regulations and Chain of Responsibility frameworks, ensuring compliance and governance standards are consistently upheld. I am deeply committed to the mission of Corrective Services NSW and inspired by the opportunity to lead in a role that requires operational excellence, ethical stewardship, and reform-oriented vision. My career demonstrates a consistent ability to govern with integrity, deliver measurable outcomes, and build cultures of safety, accountability, and rehabilitation.

I am eager to advance my contributions within Corrective Services NSW as Governor, drawing upon my senior leadership acumen and extensive correctional management expertise to deliver meaningful impact within the Security & Custody Branch. Highly motivated, ambitious and outcomes-focused, I bring advanced capability across all facets of correctional operations, with a proven record of driving visible reform, elevating staff performance, and strengthening centre outcomes. My experience as Manager of Security and in acting General Manager capacities demonstrates my capacity to provide strategic direction, operational leadership and disciplined governance across small, medium, and large correctional centres. I excel in managing multidisciplinary teams, maintaining high standards of case management and embedding robust security frameworks. Committed to accountability, stakeholder engagement, and delivering results, I am confident in my ability to fulfil the responsibilities of Governor and to continue building organisational capability, operational resilience and public value

Act with Integrity: I consistently exemplify ethical leadership, transparency, and accountability across all custodial operations. While serving as Manager of Security at South Coast Correctional Centre, I identified inconsistencies in incident reporting that posed risks to compliance and undermined stakeholder confidence. In response, I initiated a comprehensive governance review, introduced a revised audit and assurance framework, and mandated enhanced staff training in reporting protocols. This initiative not only improved procedural compliance but also reinforced a culture of accountability. As a direct result, audit outcomes improved significantly, and external stakeholders commended the strengthened reporting standards as a benchmark of good practice.

In my capacity as Manager of Security at Goulburn Correctional Centre, I observed operational vulnerabilities in intelligencesharing processes between custodial and security staff. Recognising the potential impact on institutional safety and transparency, I established a structured intelligence governance model that introduced clear reporting hierarchies, routine cross-disciplinary briefings, and accountability checkpoints. This reform fostered integrity in decision-making, reduced operational blind spots, and strengthened trust between staff and executive management. Additionally, during my tenure as Manager of Security at South Coast Correctional Centre, I addressed emerging risks related to contraband control. Concerns were raised about the lack of uniformity in staff searches and perimeter patrol procedures. I led the development of a compliance-driven Contraband Prevention Framework that aligned with departmental standards, introduced randomised audit schedules, and ensured transparent reporting of breaches. This initiative not only curbed contraband incidents but also reinforced ethical practices and strengthened the perception of integrity among both staff and external oversight bodies.

Manage Self: Resilience, adaptability, and disciplined self-management have underpinned my leadership practice across complex correctional environments. I recognise that my personal conduct and ability to regulate responses influence team morale, organisational stability, and operational outcomes. At Long Bay Correctional Complex, I was tasked with leading a highly sensitive staffing restructure during a period of industrial unrest. The situation presented a challenge, maintaining operational continuity while safeguarding staff wellbeing and morale. I employed reflective practice, actively sought counsel from senior mentors, and deliberately modelled transparency and composure in my communications. By demonstrating consistency in my behaviour and decisiveness in my actions, I fostered trust and mitigated uncertainty. This ensured performance levels were sustained, absenteeism remained minimal, and service delivery benchmarks were preserved despite the turbulence. The outcome reinforced my reputation as a dependable leader capable of guiding teams through volatility.

Similarly, while serving as Manager of Security at South Coast Correctional Centre, I encountered heightened external scrutiny following a high-profile incident. The environment required immense personal discipline to manage competing priorities, intense media interest, and stakeholder expectations without compromising staff focus or operational control. I implemented structured daily routines to manage my workload, prioritised evidence-based decision-making and compartmentalised external pressures to shield frontline staff from unnecessary stress.  0477 666 777

By demonstrating resilience under pressure and maintaining professional balance, I safeguarded both operational integrity and the psychological safety of my team. These efforts were later acknowledged by senior executives as critical to the stability of the centre during a demanding period. Through these experiences, I have demonstrated that effective self-management is not merely about maintaining personal resilience, but about setting the behavioural standard for others, sustaining performance in adverse conditions, and leading by example to ensure continuity, trust, and organisational strength.

Communicate Effectively: Clear, persuasive, and audience-focused communication has been a cornerstone of my leadership, enabling alignment, risk mitigation, and collaborative progress across correctional environments. As both a strategic and authentic communicator, I adapt my style to diverse audiences ranging from frontline staff and senior executives to external agencies, unions, and members of the public. Whether negotiating sensitive reforms, delivering operational briefings, or managing complex incidents, I ensure messaging is precise, transparent, and anchored in both organisational priorities and human connection. My ability to inspire confidence, cultivate trust and encourage dialogue allows me to unite multidisciplinary teams in pursuit of shared objectives within highly regulated, high-risk contexts. In my role as Manager of Security at South Coast Correctional Centre, I was tasked with introducing a new behavioural management strategy designed to improve safety and rehabilitation outcomes. Acknowledging staff apprehension and potential union resistance, I initiated structured consultation forums, adapted my communication to suit varying stakeholder groups, and developed briefing papers to ensure consistent messaging. By clearly articulating the operational imperatives and long-term benefits, I secured stakeholder buy-in and reduced resistance. As a result, the strategy was implemented seamlessly, frontline staff reported improved clarity of expectations, and behavioural incidents within the facility declined.

Similarly at Long Bay Correctional Complex, I faced the challenge of managing heightened public and media interest during a critical incident. To maintain operational control and stakeholder confidence, I provided daily structured briefings to senior management, drafted carefully considered public statements, and held regular face-to-face updates with staff. By balancing transparency with discretion and tailoring messaging to each audience, I ensured that staff felt informed and supported, executives were reassured of risk management, and external scrutiny was appropriately managed. The professional handling of communications not only protected the reputation of the facility but also strengthened internal trust and cohesion during a volatile period. These experiences demonstrate my ability to harness communication as both a leadership and operational tool, clarifying expectations, managing risk, and inspiring confidence even in the most complex and high-pressure environments.

Work Collaboratively: I prioritise collaboration across multidisciplinary teams and external agencies to strengthen outcomes and ensure safe, effective custodial operations. In my role as Manager of Security at South Coast Correctional Centre, I was tasked with enhancing security intelligence sharing to address emerging risks involving organised offender groups. I convened regular multi-agency forums with Justice Health, Community Corrections, and local law enforcement, ensuring all parties contributed intelligence and operational perspectives. By fostering open communication, aligning shared objectives, and promoting joint accountability, we were able to pre-emptively identify high-risk behaviours and implement coordinated interventions. This collaborative model significantly reduced incidents of contraband introduction and was later adopted as a best practice framework across other correctional centres in the region. A further example of my collaborative approach occurred when implementing revised emergency management procedures. Recognising the critical role of multiple units and external partners in ensuring preparedness, I coordinated joint exercises involving custodial staff, emergency services, and medical teams. By facilitating scenario-based training, encouraging feedback from all stakeholders, and refining procedures based on shared learnings, I embedded a culture of collective responsibility. These collaborations enhanced operational readiness, strengthened stakeholder confidence, and ensured the centre was well-positioned to respond to crises effectively.

Influence and Negotiate: I bring advanced negotiation skills to achieve consensus in sensitive and complex contexts. As Manager of Security at South Coast Correctional Centre, I was tasked with implementing enhanced security protocols that initially raised staff concerns about workload and operational impact. I engaged directly with union representatives, frontline staff, and executive stakeholders, presenting transparent evidence of the reforms’ necessity while also seeking input on operational refinements. By balancing firmness with empathy and demonstrating a willingness to adapt implementation timelines, I secured broad workforce agreement and avoided potential disruption. This process reinforced a culture of trust and cooperation while ensuring organisational objectives were delivered without compromise to safety or compliance. In my role as Manager of Security at South Coast Correctional Centre, I was responsible for coordinating responses to critical security incidents that required balancing operational integrity with staff welfare. During one high-risk incident, tensions escalated around proposed containment measures. I engaged directly with senior officers, staff delegates and external emergency responders, carefully negotiating a unified strategy that addressed both safety concerns and operational imperatives. Through clear communication, active listening, and principled compromise, I achieved consensus that enabled a safe, orderly resolution. The incident was managed without escalation or injury, and post-event reviews commended the collaborative approach that safeguarded staff, inmates and the wider community.

Deliver Results: My leadership is defined by an unwavering commitment to achieving measurable and sustainable outcomes that strengthen operational performance. At South Coast Correctional Centre, I was tasked with reducing incidents of violence and staff assault in a high-risk environment. I initiated a comprehensive strategy that combined intelligence-led monitoring, targeted early intervention protocols, and proactive staff training on de-escalation and situational awareness. I also embedded stronger reporting mechanisms to identify behavioural triggers earlier. Within twelve months, the centre recorded a marked reduction in violent incidents, and staff surveys reflected improved confidence in safety practices. The strategy was subsequently adopted across the region as a model of effective violence reduction, underscoring my capacity to deliver complex change with enduring results. As Manager of Security, I also oversaw the introduction of a centre-wide security risk assessment framework designed to improve audit compliance and incident preparedness. Recognising gaps in existing systems, I spearheaded a program that aligned daily security practices with both legislative requirements and broader organisational performance standards. Through meticulous implementation, staff engagement, and consistent performance tracking, audit compliance scores increased significantly, and incident response times improved. This initiative not only strengthened resilience but also positioned the centre as a benchmark for operational governance within Corrective Services NSW.

Finance: I have extensive experience in fiscal governance, cost optimisation, and the responsible management of public funds. As Manager of Security at South Coast Correctional Centre, I was accountable for the oversight of significant operational budgets directly tied to safety and compliance outcomes. Recognising inefficiencies in expenditure, I introduced enhanced budget monitoring tools and improved transparency across reporting processes. I also strategically reallocated resources to strengthen frontline staffing and critical security infrastructure. These measures delivered measurable cost efficiencies while safeguarding service quality and ensuring compliance with financial governance standards. In addition, I played a key role in resource optimisation during a statewide staffing realignment. By conducting a comprehensive analysis of rostering patterns, overtime usage, and resource deployment, I identified areas for consolidation without compromising service delivery. Through careful negotiation with stakeholders and disciplined fiscal oversight, I was able to reduce avoidable overtime expenditure while maintaining operational stability. This reinforced my ability to balance financial prudence with frontline service imperatives, ensuring that taxpayer resources were managed with accountability and foresight.

Manage and Develop People: I have consistently invested in building workforce capability and strengthening succession pathways. In my role as Manager of Security, I have provided clear leadership and direction across all three areas of the Metropolitan Special Programs Centre, as well as previously performing the duties of Deputy Governor Special Purpose Centre. These roles afforded me valuable insights into the holistic management of the centre and the importance of aligning staff capability with organisational objectives. I have worked effectively with all disciplines of staff and built constructive relationships with both the POVB and COVB unions. By maintaining a solution-focused and transparent approach, I ensure that emerging issues are addressed in a timely manner, with all stakeholders kept fully informed. This has fostered trust and reinforced a culture of accountability. An example of this was when I identified performance gaps in incident response procedures that were impacting both staff confidence and operational consistency. I led targeted capability-building initiatives, including scenariobased training and cross-shift knowledge sharing, which improved staff preparedness. Within months, response times and decision-making improved, reflected in a measurable reduction in operational breaches and escalations. This demonstrated my ability to strengthen staff capability, develop resilience, and embed best practice across multidisciplinary teams.

Inspire Direction and Purpose: I provide vision, clarity, and inspiration to motivate teams towards organisational goals. During the expansion project at a regional correctional centre, I articulated the strategic rationale for change and gave staff a clear line of sight to CSNSW’s long-term objectives. By framing challenges as opportunities for growth and public value, I instilled a sense of purpose. Staff engagement improved markedly, and the project was delivered on schedule with minimal disruption. In my role as Manager of Security at the Metropolitan Special Programs Centre, I consistently reinforce the importance of collective accountability and the broader mission of custodial services. For example, when implementing enhanced intelligencegathering protocols, I made it a priority to explain how these changes not only improved safety within the centre but also contributed to safer community outcomes. By connecting daily tasks to the larger vision, I fostered alignment across staff groups, improved compliance with the new protocols, and strengthened morale. This demonstrated my ability to inspire direction and purpose while guiding staff through complex operational change.

Additionally, during the state-wide rollout of Body Worn Cameras, I recognised that frontline officers would only embrace the initiative if they understood its broader significance. Rather than presenting the reform as purely technological, I framed it as a vital tool to strengthen transparency, protect staff from unfounded allegations, and enhance community trust in correctional services. By reinforcing the program’s role in safeguarding both staff welfare and institutional integrity, I inspired ownership and pride in its adoption. The result was not only successful implementation but also a cultural shift, with officers themselves championing the initiative as a mark of professional accountability and public value.

Manage Reform and Change: I am adept at delivering systemic reform with lasting organisational benefit. In my current role as Manager of Security within the Security and Custody Project Management Office, I led the state-wide roll-out of Body Worn Cameras to frontline correctional officers. This initiative required navigating workforce scepticism and addressing concerns about privacy and workload implications. I developed tailored training modules, facilitated open forums to ensure transparency, and provided ongoing support during implementation. The reform not only enhanced operational oversight and incident management capability but also improved staff confidence and accountability, representing one of CSNSW’s most significant cultural and operational shifts in recent years.

Moreover, I recommissioned Emu Plains Correctional Centre, a project requiring complex reform of infrastructure, processes, and workforce systems to restore full operational capacity. By coordinating multidisciplinary teams, enforcing rigorous compliance frameworks and aligning deliverables with CSNSW’s strategic benchmarks, I successfully delivered the recommissioning on time and within scope. This reform safeguarded security standards, strengthened operational resilience, and demonstrated my ability to lead systemic organisational change while ensuring minimal disruption to service delivery. In addition, I oversaw the temporary closure of Oberon, Emu Plains, and Dawn De Loas Correctional Centres, a reform initiative that required seamless continuity of operations and careful management of both staff redeployment and inmate transfers. Through proactive stakeholder engagement, rigorous planning, and transparent communication, I ensured compliance with departmental and legislative standards while maintaining community confidence. The success of this initiative highlighted my ability to manage highly sensitive organisational transitions while preserving security, stability, and trust.

Find attached my résumé, which outlines my professional achievements and career trajectory, together with referees who can attest to my strengths and capabilities. I would greatly value the opportunity to further discuss how my leadership acumen, reform expertise, and strategic foresight can advance the long-term success of CSNSW. Please do not hesitate to contact me by phone or email should you require any additional information or wish to arrange a discussion.

Yours sincerely,

Gregory Swanson Manager of Security Security & Custody Project Management Office

24 May 2025

Dear Hiring Manager,

Re: Senior Business Analyst | Job Ref No: 73770-43295337

I am keen to be considered for the Senior Business Analyst Talent Pool with the Department of Communities and Justice (DCJ). Currently working with the Cancer Institute NSW, I bring over two decades of experience in business analysis, digital system development, data strategy, and leading transformation initiatives within the public sector. Throughout my career, I’ve combined technical expertise with a strong focus on delivering outcomes that benefit the community. DCJ’s mission to improve lives and strengthen communities strongly resonates with my own values, and I am confident in my ability to contribute to this important work. The examples that follow highlight how my experience aligns with the role’s seven core focus capabilities.

Act with Integrity: I demonstrate ethical leadership by consistently upholding transparency, compliance, and principled decisionmaking across all facets of system governance, stakeholder engagement, and project delivery. In my current role as Senior Application and Database Support Lead at the Cancer Institute NSW, I managed a high-risk integration during the Edward data migration program. While mapping patient data across legacy and new platforms, I identified a serious re-identification risk due to overlapping identifiers within historical clinical records. Recognising the privacy implications and ethical risks, I immediately paused the build, convened the ethics review team, and worked closely with legal and technical stakeholders to design new de-identification protocols at the data source. After gaining approval from the data governance board, we resumed the project with safeguards in place. This action ensured patient confidentiality was preserved and strengthened institutional trust in our digital systems.

In a separate instance during disaster recovery planning and system vulnerability testing, I uncovered that a third-party vendor retained undocumented backend access to critical registry infrastructure, contravening both contractual obligations and internal policy. I escalated the issue through formal channels, revoked the unauthorised access, and initiated a full audit of legacy credentials. I subsequently led the development of a new privileged access management framework, standardised onboarding and offboarding processes, and delivered mandatory training to ensure ongoing compliance. This initiative closed a major security gap, was endorsed during an external audit, and formally recorded in the department’s cybersecurity risk register as a key control enhancement.

Value Diversity and Inclusion: I actively embed equity, cultural responsiveness and inclusive practices throughout all stages of program and solution design, ensuring that diverse perspectives are not only heard but meaningfully reflected in outcomes. In my current role as Senior Application and Database Support Lead at the Cancer Institute NSW, I observed that Aboriginal health workers in rural areas were underrepresented in consultations for the AI-enabled ePath system. To address this, I restructured our engagement strategy to prioritise cultural safety, working closely with Aboriginal liaison officers, simplifying technical content into plain language with visual aids, and offering smaller group discussions with translation support and flexible participation options. These changes led to deeper engagement and surfaced critical insights that directly informed design improvements, including interface modifications such as language tagging and culturally relevant system alerts. This uplift resulted in stronger adoption of the solution in regional settings and was subsequently cited in an internal policy paper as a model for inclusive digital delivery.

I also apply inclusive principles within my team. As a mentor, I have supported junior analysts from linguistically diverse and neurodiverse backgrounds by tailoring onboarding and development pathways. I replaced dense written materials with annotated visuals, implemented a peer buddy system, and allowed for adaptable review timelines to accommodate varied cognitive styles. I fostered open communication, encouraged ongoing feedback, and created safe learning spaces. This approach accelerated mentee confidence, improved participation in collaborative projects, and enhanced overall team cohesion. The initiative contributed to a more psychologically safe and inclusive workplace culture, setting a strong example of inclusive leadership.

Commit to Customer Service: I take a proactive, user-centred approach to designing and refining systems, ensuring that the voices of frontline users are central to solution development. At the Cancer Institute NSW, I identified a pain point for medical coders who were manually entering patient data from disparate systems resulting in duplication, delays and risk of error. I led the development of an auto-submit mechanism to automate data flow between the Health Information Exchange (HIE) and the Edward platform. Through targeted consultations, scenario-based testing, and agile feedback loops, I designed a solution that reduced manual coding by 40%, increased data accuracy, and improved turnaround times for case processing. Postimplementation surveys indicated higher user satisfaction and reduced mental fatigue, confirming that the system had achieved its intended service delivery impact.

In another initiative, I addressed internal concerns about fragmented access to procedural documentation by initiating a centralised knowledge repository using DevOps infrastructure. I facilitated workflow mapping workshops, audited content across multiple registry teams, and introduced metadata tagging with role-specific navigation. Governance protocols were embedded to ensure version control and accountability. This resource halved onboarding time for new staff and reduced user support requests by over 30%. The repository was later recognised in an internal capability uplift review as a benchmark for service efficiency and knowledge management.

Work Collaboratively: I foster a collaborative environment by promoting transparency, mutual accountability, and inclusive problem-solving to enable delivery of complex, cross-functional programs. As Senior Application and Database Support Lead at the Cancer Institute NSW, I coordinated the Edward data warehouse transition, a multifaceted project involving clinicians, analysts, developers, and vendor partners. I established a structured Agile delivery model incorporating sprint planning, backlog refinement, and daily stand-ups, supported by Jira and DevOps to enhance traceability and team alignment. To address early misalignment, I facilitated joint planning sessions and introduced visual dashboards to monitor progress and flag impediments By encouraging open dialogue, managing expectations, and celebrating shared milestones, the team achieved full delivery on time and incident-free. The delivery model was so effective it was later adopted as a template for future multi-agency initiatives.

During a major cloud migration of the registry system, I navigated competing priorities across cybersecurity, legal, infrastructure, and application support teams. I led cross-functional architecture workshops to define non-negotiables, co-authored shared design principles, and mediated technical trade-offs in real time. I introduced a RACI matrix to clarify ownership and guided iterative consensus-building reviews. This inclusive approach enabled the delivery of a secure, scalable cloud environment that met stringent compliance requirements, gained executive endorsement, and was delivered ahead of schedule with sustained stakeholder buy-in.

Think and Solve Problems: I apply systems thinking and data-informed analysis to unpack complex technical challenges, translating them into practical, high-impact solutions. At the Cancer Institute NSW, I was tasked with addressing persistent data duplication issues within the cancer pathology registry that were compromising incidence reporting. I conducted a root cause analysis of HL7 ingestion workflows and identified data structure inconsistencies across external vendor systems. I then led the design and deployment of a real-time validation engine using API logic to flag and reconcile duplicates pre-ingestion. I also introduced an exception monitoring dashboard for ongoing oversight. This initiative reduced data inconsistencies by 85%, significantly enhanced registry data integrity, and established a scalable model later adopted across multiple streams to meet compliance assurance targets.

In a separate initiative, I addressed latency issues affecting executive Power BI dashboards. Users were relying on outdated insights due to inefficiencies in the ETL refresh process. I led an end-to-end pipeline review, introducing incremental refresh logic via partitioned data loads and optimised query folding. I validated performance gains through benchmarking and ensured knowledge transfer through updated technical documentation. Refresh times were reduced from over 30 minutes to under 5, enabling near real-time reporting. The improvement directly supported timely strategic decisions, particularly for time-critical program oversight and reporting cycles.

Technology: I deliver strategically aligned, future-focused technology solutions by modernising legacy systems, embedding automation, and ensuring end-to-end compliance. In my current role, I led the modernisation of our CI/CD infrastructure, migrating from TFS2013 to an integrated Azure DevOps–Octopus platform. I authored the migration roadmap, implemented automated build-and-release pipelines, enforced role-based access controls, and embedded rollback functionality to safeguard production. I also introduced release gates to uphold change control policies and ran training sessions to upskill internal teams. The result was a dramatic reduction in deployment time from two hours to under 10 minutes with 99.9% uptime and improved confidence in mid-week releases due to enhanced reliability and rollback assurance.

Additionally, I led the enterprise SQL Server upgrade, overseeing risk mitigation and continuity across tightly coupled applications. I validated ETL compatibility, mapped application dependencies, and developed a staging environment for phased deployment. I conducted comprehensive benchmark testing, addressed performance issues, and worked with reporting and infrastructure teams to ensure stability post-upgrade. This initiative improved overall system performance, met NSW Health’s security and audit requirements, and positioned the organisation for broader cloud-readiness and long-term scalability.

Manage and Develop People: I foster high-performing teams by creating development pathways that unlock individual potential, strengthen accountability, and align capability uplift with strategic program outcomes. In my current role as Senior Application and Database Support Lead at the Cancer Institute NSW, I identified a development gap among junior analysts in stakeholder engagement and business consultation. I designed a structured mentoring program that included mock client scenarios, facilitated workshops, guided observation during live sessions, and feedback loops aligned to individual learning styles. I introduced tools for stakeholder mapping and tailored communication strategies for varied audiences. Over a six-month period, all mentees transitioned from shadowing to independently leading requirement sessions with clinical, technical, and vendor stakeholders. Post-engagement surveys reflected improved confidence, professionalism, and relationship management skills, resulting in accelerated delivery cycles and a measurable increase in team capacity.

While onboarding cross-functional staff for the National Death Index (NDI) integration project, I developed a training and induction program tailored to diverse technical levels. The program included structured walkthroughs of registry systems, data governance briefings, DevOps tool onboarding, and an accountability framework with defined milestones. I scheduled progressive performance check-ins, used real-time feedback to adjust pacing, and introduced knowledge-sharing forums for peer learning. Within weeks, the team achieved full operational readiness, met all technical delivery targets ahead of schedule, and surpassed stakeholder expectations for data quality. The onboarding model’s success led to its formal adoption across the cancer registry’s broader program delivery framework.

Find attached my résumé for your consideration. I am confident my background in delivering transformative business solutions, combined with my alignment to DCJ’s core values and reform agenda, positions me strongly to contribute to the department’s future programs. I welcome the opportunity to bring my expertise to a role that truly makes a difference. I look forward to the opportunity to contributing to DCJ’s vision of safer, fairer and more resilient communities.

Yours sincerely,

Nitu Saini

Attn:

Re:

Dear Sir,

DAVID BROWN

Robert Skimmings Manager of Security, NSW Department of Communities and Justice

Assistant Superintendent, Learning & Development Facilitator

I write with great interest to be considered for the above position with CSNSW Academy at Eastwood as internally advertised. As a self-motivated leader at CSNSW, I am eager to take my career to the next level, with proven capabilities in leading and developing teams in the corrections industry coupled with the development and maintenance of various work-related skills.

I am confident that I would make a positive contribution as an Assistant Superintendent, with relevant skills and experience that would enable me to deliver education and competency-based training for CSNSW staff to promote, facilitate the development and maintenance of various work-related skills, while pursuing best practise in Correctional Officer training. Committed to professional development, I have a Certificate IV in Training and Assessment and I am currently enrolled to upgrade to (TAE40116). I have attained a current Certificate III in Correctional Practice, Certificate IV in Workplace Health & Safety and various other training. Flexible and adaptable, I am willing to travel at short notice, throughout NSW as required.

I am employed at CSNSW as a First Class Correctional Officer in the Medical Escort Unit, Cessnock and previously at Newnes Young Offenders, Maitland, Cessnock and St Heliers Correctional Centres, Newcastle CESU as well at the Northern Transport Unit. Additionally, I have a strong management background in various compliance-focused industries including my work as a Crew Supervisor, Deputy, Trainer & Assessor in the Underground Mining industry. I have demonstrated extensive leadership experience with a commitment to upholding the CSNSW values of Service, Trust Accountability, Integrity and Respect.

Maintaining the highest levels of honesty and integrity, I model the highest standards of ethical and professional behaviour and reinforce their use, representing CSNSW in an honest, ethical and professional manner. Promoting a culture of integrity and professionalism within the organisation and in dealings external to government, I monitor ethical practices, standards and systems and act promptly on reported breaches of legislation, policies and guidelines. In my work as a Correctional Officer, I am tasked to declare to management any conflict of interests. As I am local to the Newcastle area, I have unfortunately had incidences where friends or an acquaintance have been in custody whilst I have been in the job. In each incident, I have always completed the appropriate conflict of interest report form for the Manager of Security as it is a requirement to complete conflict of interest report. Moreover, I feel strongly about telling the truth and remaining transparent at all times. I always encourage staff and offenders to do the right thing even if it is easier not to.

Leading by example, I actively contribute as a positive role model for colleagues and trainee Correctional Officers. Whilst working in the Northern Transport Unit, I was tasked to train new recruits that had come straight from the CSNSW Academy. As we didn’t have an actual training and assessment package, I utilised my initiative to design, develop and deliver training with the approval of my Supervisor Furthemrore, I implemented and utilised it as a tool to gauge where an individual level of competency was at and identify and rectify any shortfalls. I am highly skilled and passionate about managing and developing people on a daily basis, adjusting performance development processes to meet the diverse abilities and needs of individuals and teams.

Modelling and encouraging a culture of continuous learning and leadership that values high levels of constructive feedback and exposure to new experiences, I shape and drive a culture of high performance and ensure performance issues are addressed as a priority. I take great pride in mentoring new recruits who have recently commenced employment with the Department. Maintaining an open door leadership policy and communication style, I always advise new staff I am here to help and guide them as our work environment can be quite confronting and intimidating. I have found it best to use this approach whilst supervising staff in the line of duty and provide positive and negative feedback as appropriate. I was able to execute this by setting out clear guidelines in relation to staff expectations as well as leading by example and showing them how it was to be done. Secondly, I prepared and provided a list of jobs and skills I wanted to see them perform to an expected standard. In a quest to upskill staff and further update their skills and knowledge, I would readily encourage staff to engage and enrol in online courses or courses at Brush Farm Academy.

Positively contributing to a flexible team-based culture with the capacity to adjust to change, quickly and calmly, I am adept in dealing with unexpected problems or tasks effectively I maintain a flexible approach with the ability to work on multiple tasks simultaneously, meet deadlines and changing work priorities. I have led change in the workplace, engaging others in change processes and providing clear guidance and support for team members to embrace and understand change to achieve a strong team culture. Previously as a Mining Supervisor, I oversaw and motivated Trainee Miners in primary training courses. I created a structured and nurturing learning environment which encouraged open communication and collaboration, providing clear guidance, setting achievable goals, expectations and offering constructive feedback.

Keeping up-to-date with the latest trends and best practices in learning, assessment and work-related skills is crucial. In order address this challenge, I allocated time for continuous learning, attended relevant conferences or training and network with professionals in my field. In order to navigate the complexities of a heavily regulated environment, I kept abreast of evolving regulations, standards and ensure my team is well-versed in them. I implemented internal auditing and quality control measures to identify and rectify compliance issues in a prompt manner

I am excellent team member who consistently places the team above myself, as my former colleagues at NTU would attest. My collaborative spirit and willingness to support my colleagues make me an invaluable asset. I display integrity on a daily basis in my role. Integrity is one of the most important traits when working with offenders, staff and for the people of NSW. When working with offender’s on a daily basis, I always operate within the perimeters of the COPP on all matters, with an emphasis on consistency, no matter who the inmate is, colour, ethnicity, sexual orientation or religious view my decisions are always fair and equitable. When working with all staff including the various disciplines such as services and programs and justice health, I conduct myself in a professional and respectful manner.

Demonstrating strong leadership skills, I am experienced in managing, mentoring and training high performing teams, building a positive team culture of motivated and productive team members. I positively contribute to a flexible team-based culture through my dedication to open communication and collaboration. I have a willingness to adapt and learn from your teammates, combined with an ability to embrace change, fosters an atmosphere of trust and innovation. My inclusive and supportive approach ensures that everyone's ideas and perspectives are valued, making team members feel heard and respected. Whilst leading and developing teams, I provide direction and feedback whilst motivating and engaging team members in the achievement of team objectives. encourage sharing of information amongst team members, ensuring that all personnel are kept informed of any issues or updates. Fostering teamwork by working collaboratively and cooperatively, I encourage and reward those behaviours in others. Prioritising addressing and resolving team and individual performance issues, I recognise performance issues that need to be addressed and work towards resolving issues. Modelling and encouraging a culture of continuous learning, I provide strong leadership that values high levels of constructive feedback.

Displaying a high level of resilience and courage in fast-past with the motivation and confidence and a positive attitude paced working environments, I remain calm under pressure and create a climate that supports open, constructive discussion around critical issues, whilst responding to difficult and complex situations and challenges effectively. As an elected delegate of the POVB sub-branch at NTU, I was assigned to act on behalf of work colleagues on a whole range of subjects. During the consultation period when discussing issues in particular areas of the centre, I had a difference of opinion with members from the committee. I believe it took courage to stand up against custodial officers more senior ranking than myself and have my opinion heard. During these discussions I remained calm, my points were considered and well thought out, having previously gathered information and points of view from staff, whilst gathering data-based evidence supporting my view. Moreover, I listened to opposing views and sometimes had to concede certain points, but in the end common ground was met.

Whilst employed in the mining industry, I had the responsibility to not only induct trainee miners but to train them in an organised, structured manner to levels of competency to complement the original equipment manufacturer (OEM) guidelines and well as to assess them. I would be a positive role model for colleagues and trainee correctional officers due to my unwavering commitment to upholding the highest ethical standards and promoting a culture of respect and professionalism. Throughout my career, I have consistently demonstrated integrity, accountability, and a strong work ethic, setting a precedent for others to follow. I am approachable, always willing to share my knowledge and experience to help trainees navigate the complexities of the correctional system. My ability to remain composed in high-stress situations and my dedication to continuous learning serve as an example of adaptability and self-improvement. In addition, I value teamwork and communication, fostering a supportive environment that encourages open dialogue and collaborative problem-solving. Through my actions and values, I aim to inspire those around me to excel and contribute positively to the field of corrections.

Possessing a supervisory approach is centred on communication, individualised support, and a commitment to lifelong learning. By employing these strategies, I strive to empower trainee officers and course participants to reach their full potential and contribute effectively to their professional development and the organisation's goals. As a qualified and experienced Trainer & Assessor, I am skilled in preparing and presenting course material for a variety of classroom and field settings coupled with the organisation of training resources, for the facilitation of effective training. Furthermore, I am adept in providing expert advice and information to staff and other clients regarding current training issues coupled with proficiency in writing and preparing course modules and learning materials coupled with administrative tasks in an efficient manner. Moreover, I celebrate both individual and team success, engaging in activities to maintain a high level of morale.

Find attached my résumé that details my experience and accomplishments with Corrective Services NSW coupled with professional referees. I welcome the opportunity to attend an interview, where I can elaborate further regarding my suitability and potential contributions. Thankyou for your time and consideration in reviewing my application. I look forward to hearing from you where I can discuss my ability to perform all position requirements at your earliest convenience.

Yours sincerely,

David Brown

First Class Correctional Officer | Medical Escort Unit - Cessnock, Metro East Region Corrective Services NSW | Department of Communities and Justice

Attn: Narelle Janjis

Re: Senior Contract Manager | Job Ref No: 0000AICS

Dear Ms Janjis,

I am writing to express my keen interest in joining the NSW Police Force, specifically within the Business Management Unit of the Forensic Evidence & Technical Services Command. With a solid background in contract management and a commitment to achieving outcomes that meet stakeholder expectations, I am eager to contribute to your esteemed team

Throughout my career spanning two decades, I have honed my skills in managing comprehensive contracts, ensuring the utmost integrity of information, adeptly negotiating modifications, and meticulously monitoring supply performance. My approach is proactive and leadership-driven, aimed at fostering collaborative relationships and driving strategic success. I am dedicated to supporting the NSW Police Force's mission, as outlined in the Police Act 1990, to work alongside the community to reduce violence, crime, and fear, aiming to protect the community and property by preventing, detecting, and investigating crime; promoting road safety; and maintaining social order.

Acting with Integrity: I am steadfast in upholding integrity through unwavering professionalism, independence, and accountability, committed to maintaining ethical standards and professional conduct. My dedication to providing honest and impartial advice is based on a philosophy of leading by example. In my role as an Executive Assistant to the Managing Director within a fast-paced environment, I faced situations involving conflicting priorities due to evolving project requirements and tight deadlines. Tasked with safeguarding project integrity and contractual commitments, I conducted a thorough evaluation of all tasks, strategically prioritising them while maintaining open lines of communication. I negotiated feasible timelines with stakeholders and delegated tasks effectively, ensuring quality and meeting critical deadlines. This approach not only resolved conflicts but also boosted team productivity and strengthened client relationships through proactive engagement and adaptability.

Communicate Effectively: My track record in professional communication demonstrates both advanced skills and versatility, crucial in scenarios requiring influence and credibility. During a challenging period in a buying role, I faced the task of elevating the brand's profile amid conflicting viewpoints and operational challenges. As the team leader, I was responsible for unifying the team around a common goal and nurturing a commitment to collaborative progress. I tackled these challenges by encouraging open dialogue, fostering consensus through inclusive discussions, and ensuring all team members were actively involved in the resolution process. I presented our vision for the brand, along with budget details, growth projections, and strategies for training and marketing, promoting transparent communication. By actively listening and seeking common ground, I facilitated group discussions that welcomed diverse viewpoints and constructive dialogue. This approach not only resolved conflicts but also strengthened team cohesion and commitment. It proved essential in creating a positive work environment and successfully implementing the brand elevation strategy within our budget, enhancing team productivity and harmony.

Deliver Results: As a Customer Service Team Leader and Manager at David Jones, I successfully tackled the significant challenge of enhancing team performance and elevating customer satisfaction. Leading a substantial team, my goal extended beyond meeting basic service benchmarks; I aimed to excel across diverse retail categories, including concession retailers and third-party businesses. We employed rigorous measures, evaluating performance against departmental KPIs, balancing sales against salary costs, and monitoring other critical profitability metrics. My strategy began with a comprehensive assessment of each team member's strengths and weaknesses, identifying crucial development areas. Utilising detailed performance metrics and leveraging direct customer feedback, I pinpointed key opportunities for improvement. Regular team meetings became instrumental in setting clear expectations and fostering a collaborative, customer-first culture. These sessions served not only as checkpoints but as forums for exchanging ideas and reinforcing team objectives. To address identified skill gaps, I introduced targeted training programs and provided personalised, constructive feedback. This initiative significantly boosted our team's performance and elevated customer satisfaction ratings. By strategically leveraging individual talents and focusing on areas requiring enhancement, I created a customer-centric atmosphere that drove the team towards higher service standards, markedly improving the overall customer experience. These concerted efforts led to substantial improvements in customer engagement and satisfaction, underscoring the impact of thoughtful and strategic management within the customer service sector. Under my leadership, the team consistently achieved and often surpassed set goals, demonstrating our collective ability to excel in service delivery and customer satisfaction. This success highlights my capacity to effectively navigate and lead in a complex, customer-focused retail environment, driving operational excellence and fostering a culture of continuous improvement at David Jones.

Think and Resolve Problems: At David Jones, as an Assistant Store Manager, I faced a challenge with a staff member whose performance had noticeably declined, affecting the overall team’s efficiency and morale. My task was to address the underperformance issue directly and constructively, aiming to either improve the staff member's performance or make a tough decision if necessary. I began by scheduling a private meeting with the staff member to openly discuss the observed performance issues. During this meeting, I used a supportive yet firm approach to understand any underlying issues and provided clear, specific examples of where improvements were needed. I developed a personalised improvement plan, which included targeted training sessions, more frequent one-on-one follow-ups, and pairing the staff member with a mentor. I also set clear, measurable goals and deadlines for reassessment. Over the next three months, the staff member showed significant improvement in performance, driven by a clearer understanding of expectations and the additional support provided. The individual’s turnaround not only boosted our team’s productivity but also improved the store's overall morale. This successful intervention reinforced the importance of tailored support and clear communication in managing staff performance, highlighting my ability to think critically and resolve complex problems effectively.

Procurement

- Risk Management: In my role as Category Coordinator at PVH Brands, I identified a significant risk involving a sole supplier dependency for a key product line. This dependency posed a substantial risk to our supply chain, especially in scenarios of supplier failure or unforeseen market changes. My task was to mitigate this risk by diversifying our supplier base to ensure continuity and stability in our product supply. I initiated a comprehensive market analysis to identify alternative suppliers who could match our quality and volume requirements. I conducted meetings with potential suppliers to assess their capabilities and fit within our strategic objectives. After selecting suitable candidates, I negotiated trial contracts to evaluate their reliability and performance under monitored conditions. Simultaneously, I worked with the existing supplier to renegotiate terms that would provide better risk protections, including improved lead times and contingency stock options. The introduction of additional suppliers not only mitigated the risk of dependency on a single supplier but also fostered competitive pricing and enhanced quality through benchmarking. This strategic approach led to a more resilient supply chain, ensuring continuous product availability and greater flexibility in response to market changes. As a result, we maintained stable supply levels throughout the fiscal year, which contributed significantly to maintaining projected profit margins and reducing operational risks. This experience highlighted my ability to effectively manage procurement risks, ensuring robustness and agility in our supply chain operations at PVH Brands.

Procurement - Supplier Relationship Management: As a Category Coordinator at PVH Brands, I encountered significant challenges with a key supplier whose performance in delivery and quality was falling short, adversely affecting our inventory levels and overall customer satisfaction. My primary objective was to fortify the supplier relationship to ensure consistent, highquality product deliveries while preserving the integrity of our partnership. To address these issues, I initiated a comprehensive performance review and organised a series of strategic meetings with the supplier’s management team. In these meetings, I presented detailed reports on performance discrepancies and underscored the mutual benefits of enhancing their service quality. Recognising the importance of collaboration in achieving lasting improvements, we co-developed and implemented joint quality control workshops and instituted more frequent quality audits to monitor compliance more rigorously. Additionally, we established a direct feedback channel that allowed for real-time communication and swift resolution of any emerging issues. I also renegotiated the terms of our contract to include stricter penalties for non-compliance and attractive incentives for performance that exceeded our standards. These renegotiated terms were designed not only to drive immediate improvements but also to align long-term interests and foster a culture of excellence and accountability. These strategic initiatives led to a 30% improvement in delivery punctuality and a 25% increase in product quality within just six months. The strengthened relationship fostered proactive engagement and established a new benchmark for supplier management within our department. This success not only demonstrated my ability to effectively manage and enhance critical supplier relationships but also affirmed my commitment to aligning these partnerships with our broader organisational goals. Through these efforts, we maintained robust, mutually beneficial partnerships that supported our strategic objectives and drove continuous improvement.

Procurement & Contract Management: Throughout my tenure as a seasoned Procurement and Contract Management professional, I have honed a deep expertise across the procurement landscape. My skills in strategic sourcing and procurement planning involve identifying business needs, conducting thorough market research, and developing aligned strategies. I excel in scrutinising spending patterns, anticipating needs, and maximising cost-effectiveness and operational efficiency. Effective supplier relationship management is crucial in my role. As a Business Manager, I adeptly managed projects within contractual boundaries, ensuring meticulous planning, seamless coordination with stakeholders, and precise management to meet deadlines and obligations. My approach includes detailed analysis, breaking down tasks, setting clear objectives, and employing advanced project management tools to craft detailed plans and allocate resources efficiently. Regular coordination meetings ensure team alignment and the implementation of control mechanisms to monitor progress and make necessary adjustments. This methodical process has ensured the smooth execution of projects within timeframes and budgets, significantly enhancing client relationships. My proactive approach to monitoring and fine-tuning plans underscores my capability to navigate the complexities of procurement and contract management, driving project success, and building enduring client partnerships.

Find attached my résumé, which details my professional journey and achievements, and is supported by references who can vouch for my expertise and dedication. I am enthusiastic about the possibility of contributing to the NSW Police Force and am confident that my background and skills would be an excellent fit for your team. Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to the continued success and excellence of your unit.

Yours sincerely,

Jenni Gibbons

NSW GOVERNMENT SELECTION CRITERIA EXAMPLES

SELECTION CRITERIA

ICT Computer Services Team Leader | REQ611294 | Nepean Blue Mountains Local Health District

CRITERIA 1: Proven ability to foster a positive team culture, drive accountability and align team performance with organisational goals, supported by experience mentoring staff, managing change and promoting collaboration across disciplines to deliver high-quality outcomes.

Throughout my career, I have demonstrated an unwavering ability to build and sustain high-performing, collaborative teams that operate with accountability, shared purpose and professional pride. My leadership approach combines strategic direction with emotional intelligence, ensuring that technical excellence and people development progress in tandem. I prioritise transparency, open communication and continuous learning to create an environment where individuals feel valued, empowered and motivated to contribute their best. I view leadership not only as guiding outcomes but as enabling others to realise their full potential through structure, clarity and trust.

As Senior Technical Product Owner – Engineering at ANZ Bank, I led cross-functional teams across Australia, India and Singapore through a major DevOps modernisation and cloud transformation program affecting more than 3,000 users. This was an extensive program of work that required unifying diverse teams, integrating multiple delivery models and establishing shared accountability for outcomes. I developed a comprehensive leadership and performance framework that defined objectives, metrics and decision rights for each delivery stream, linking individual performance indicators directly to enterprise technology goals. This provided visibility, fairness and consistency across all regions, improving both morale and performance alignment

To cultivate engagement and ownership, I introduced weekly performance and retrospective forums that encouraged open dialogue, data-driven review and co-created improvement strategies. These sessions became a platform for constructive feedback and collaborative problem-solving, resulting in faster resolution of cross-team dependencies and stronger relationships across time zones. The improved communication cadence reduced project escalations by 25 per cent and enhanced delivery predictability across multiple business units.

Recognising that sustainable success depends on capable and confident people, I also established a mentorship and capability uplift program for junior engineers and emerging leaders. This initiative focused on technical mastery, adaptive communication and resilience in high-pressure environments. I personally coached staff on presentation, stakeholder engagement and decision-making frameworks, fostering readiness for leadership progression. These efforts built a culture of empowerment, where emerging talent took ownership of deliverables and drove measurable improvements in efficiency and collaboration.

During the COVID-19 pandemic, I transitioned my teams to full remote operation without loss of performance or cohesion. By implementing structured communication protocols, daily check-ins and virtual collaboration hubs, I preserved psychological safety and productivity. The teams maintained 100 per cent service continuity across global regions, and internal surveys showed increased engagement and satisfaction compared to pre-pandemic levels. Measurable outcomes included a 35 per cent improvement in delivery velocity, a 40 per cent reduction in operational incidents and a sustained increase in stakeholder confidence.

My leadership style reflects NBMLHD’s CORE values of Collaboration, Openness, Respect and Empowerment. I believe that positive team culture is a strategic enabler of innovation, accountability and service excellence. By modelling integrity, inclusion and professional respect, I build cohesive teams that align individual purpose with organisational mission. Within NBMLHD, I would apply this leadership philosophy to cultivate an empowered ICT workforce capable of delivering dependable, secure and innovative technology solutions that enhance both clinical and corporate outcomes across the District.

CRITERIA 2: Extensive experience in a senior ICT support role with strong leadership and technical skills (Office 365, Intune, SCCM, Windows 11, Server 2019+).

I possess extensive knowledge and leadership experience across infrastructure, endpoint and cloud platforms, with strong expertise in designing, implementing and supporting Microsoft ecosystems including Office 365, Intune, SCCM, Windows 11 and Windows Server 2019. My technical capability is underpinned by a rigorous understanding of ITIL governance, information security principles and modern enterprise architecture. Over my career, I have combined strategic foresight with technical execution to ensure ICT systems are robust, compliant and capable of supporting large-scale organisational growth.

At ANZ Bank, I led an enterprise-wide modernisation initiative to standardise and automate endpoint management across more than 30,000 devices spanning hybrid cloud and on-premise environments. The challenge involved aligning legacy infrastructure with modern platforms while maintaining security and operational continuity across multiple regions. I directed the transition to Microsoft Intune for mobile device management and SCCM for workstation deployment, introducing configuration-as-code practices and centralised policy control. These improvements reduced configuration drift by 80 per cent, improved compliance rates and increased overall system uptime across the bank’s technology environment.

I also managed the organisation-wide migration from Windows 10 to Windows 11, a complex, multi-stage project requiring meticulous planning, stakeholder engagement and rigorous testing. By implementing structured risk assessment, pilot phases and post-deployment review processes, I ensured seamless adoption and full integration with existing systems. In parallel, I led the upgrade of critical server infrastructure to Windows Server 2019, embedding automated patching, vulnerability management and compliance auditing. These initiatives reduced unplanned downtime by 45 per cent and improved information security audit results across multiple business units.

One of my most notable achievements was the design and delivery of a hybrid AWS and GCP automation framework utilising Terraform and Ansible. This platform enabled self-service infrastructure provisioning for development teams, significantly reducing delivery times from days to hours. It also introduced resource tagging, automated scaling and cost monitoring, optimising infrastructure costs by 30 per cent while enhancing transparency and governance over cloud utilisation.

Beyond technical implementation, I established robust governance and monitoring mechanisms to ensure performance, risk and compliance objectives were consistently achieved. I developed dashboards to track uptime, patch compliance and endpoint performance trends, providing executive stakeholders with actionable data for decision-making. My proactive approach to capacity planning and performance forecasting ensured that system growth remained sustainable, predictable and aligned with business strategy.

Throughout these initiatives, I placed strong emphasis on collaboration, mentoring and capability development. I worked closely with infrastructure engineers, project managers and security specialists to transfer knowledge, strengthen cross-team communication and embed a culture of shared accountability. This collaborative approach fostered innovation, strengthened team capability and ensured every technology improvement was underpinned by collective understanding and ownership. In alignment with NBMLHD’s CORE values of Collaboration, Openness, Respect and Empowerment, I view technology leadership as a partnership between people and systems. My approach combines technical precision with empathy and inclusivity, ensuring that ICT decisions strengthen operational excellence, compliance and patient-centred care across the District.

CRITERIA 3: Proven ability to establish productive stakeholder and vendor relationships, lead and inspire teams, and deliver outcomes aligned with strategic objectives and KPIs.

I have consistently demonstrated throughout my career the ability to build trusted, long-term relationships with stakeholders and vendors, inspire high-performing teams and deliver outcomes that align with strategic objectives, KPIs and organisational priorities. My leadership philosophy is anchored in transparency, mutual respect and collaboration, ensuring that all parties share ownership of success and accountability for performance. I understand that meaningful engagement is achieved not only through effective communication but through consistent delivery, integrity and the ability to align operational activities with broader business vision.

At ANZ Bank, I was responsible for overseeing a portfolio of more than 100 enterprise engineering tools supported by multiple vendors across the Asia-Pacific region. The environment was complex, with overlapping service responsibilities and inconsistent governance structures that risked inefficiencies and compliance exposure. To address this, I designed and implemented a Vendor Governance Framework that defined measurable KPIs, performance metrics and contractual review mechanisms. This framework introduced monthly governance forums, structured escalation processes and continuous improvement roadmaps, ensuring alignment between vendor outputs, service quality and the bank’s operational strategy.

A major achievement within this framework was the successful renegotiation of the global Docker licensing agreement. By analysing usage data and consolidating regional contracts, I reduced annual licensing costs by more than $1 million while streamlining vendor support structures and eliminating duplication. This outcome not only delivered significant financial benefits but also enhanced audit compliance and simplified vendor accountability.

In addition to financial and operational efficiencies, I fostered strategic partnerships with major vendors such as Microsoft, Red Hat and Atlassian to drive innovation in automation, monitoring and security. Through joint initiatives, my teams co-developed solutions that improved system efficiency, strengthened cyber resilience and enhanced data governance. These partnerships transformed vendor relationships from transactional engagements into collaborative alliances that contributed to strategic delivery outcomes.

Internally, I worked to ensure alignment between my teams and executive-level KPIs by introducing quarterly OKR reviews and real-time performance dashboards. These mechanisms created a clear link between daily activities and long-term organisational outcomes, ensuring every team member understood how their work contributed to the bank’s objectives. The introduction of transparent reporting also improved cross-departmental cooperation and fostered a results-oriented culture grounded in accountability and achievement.

These initiatives produced measurable outcomes. Vendor SLA adherence rose from 89 per cent to 98 per cent within twelve months, operational risk incidents declined by 35 per cent and internal stakeholder satisfaction scores reached record levels The Vendor Governance Framework I implemented was later adopted across multiple departments for its effectiveness in promoting clarity, accountability and collaboration. Beyond measurable improvements, I am proud of the cultural transformation these initiatives achieved. By modelling respectful engagement, encouraging open dialogue and ensuring consistent feedback, I cultivated a culture of partnership that extended across internal teams, vendors and executive stakeholders. I believe this culture of shared success is the foundation of operational excellence.

I am confident that my ability to integrate governance discipline with relationship management and technical understanding will enable me to deliver sustainable outcomes and enduring value to NBMLHD’s ICT operations, ensuring that services remain reliable, secure and responsive to both staff and patient needs.

CRITERIA 4: Highly developed analytical skills with the demonstrated capacity to interpret complex issues, conduct trend analysis, and identify underlying problems. Proven ability to approach challenges with creativity and develop effective, evidence-based solutions.

I possess advanced analytical and conceptual skills developed over more than a decade of leading large-scale, high-stakes technology programs requiring precision, creativity and data-informed decision-making. My analytical capability is strengthened by a strong ability to interpret complex datasets, translate technical insights into actionable strategies and deliver practical solutions that align with organisational objectives and governance frameworks. I am equally comfortable managing granular technical analysis and presenting strategic outcomes to executive leadership to inform policy, investment and service delivery decisions.

In my role at ANZ Bank, I was appointed to resolve persistent system instability within the organisation’s CI/CD toolchain, a critical enabler of the enterprise’s continuous delivery environment. The challenge was complex, spanning multiple teams and infrastructure layers, and directly affecting deployment timelines and developer productivity. By conducting log correlation, trend modelling and root cause analysis, I discovered configuration drift and uncontrolled manual changes were primary contributors to recurring failures. I designed and implemented automated monitoring, configuration baselines and performance dashboards that introduced consistent controls and rapid feedback loops. These measures reduced system errors by 60 per cent, cut deployment times by 30 per cent and significantly improved reliability across 500 application pipelines.

Building on these results, I conceived and delivered the Engineering Tools Radar, an enterprise-wide governance and analytics platform that consolidated operational, risk, cost and utilisation data for more than 100 development tools. This centralised view enabled executives to identify inefficiencies, reduce redundancy and make data-driven investment decisions. The platform also introduced predictive analytics that highlighted early warning indicators of performance degradation and compliance gaps, improving proactive intervention and budgeting accuracy.

In parallel, I developed an infrastructure capacity forecasting model integrating data from ServiceNow and Splunk to predict utilisation and resource growth requirements. This allowed for proactive scaling of storage and compute capacity before thresholds were reached, avoiding potential service disruptions and improving cost forecasting accuracy by 25 per cent.

My problem-solving philosophy combines methodical analysis with creative thinking. I ensure that solutions are not only technically sound but are practical for the teams responsible for maintaining them. I frequently facilitate collaborative solution design workshops where engineers, business representatives and risk specialists jointly evaluate issues and test remediation options. This approach has fostered collective ownership of improvements, strengthened knowledge sharing and accelerated adoption of new processes. I also recognise that effective analysis extends beyond numbers. I actively consider human and operational factors such as training, communication and stakeholder expectations when formulating solutions. For example, after implementing automated monitoring, I introduced visual dashboards and staff training to ensure teams understood the new processes and could act confidently on data insights. This improved engagement and accountability across the delivery environment.

Aligned with NBMLHD’s CORE values of Empowerment and Openness, I use analytical transparency to build stakeholder confidence and promote informed decision-making. I see analysis not as an end in itself but as a mechanism for continual improvement, collaboration and service excellence. These capabilities equip me to anticipate risks, interpret complex system interactions and deliver data-driven, innovative and sustainable solutions that enhance the reliability, performance and compliance of ICT infrastructure supporting both clinical and corporate operations.

CRITERIA 5: Demonstrated experience in the development and management of work schedules, resource planning tools and action tracking mechanisms. Proven capability in utilising the ServiceNow platform for task allocation and delivery of ICT services within an ITIL framework.

Throughout my career, I have demonstrated advanced capability in resource planning, workload management and operational scheduling, ensuring ICT services are delivered with efficiency, transparency and alignment to ITIL frameworks and enterprise governance. My expertise in optimising processes and leveraging digital platforms such as ServiceNow has consistently improved visibility, accountability and operational agility across complex ICT environments.

In my role at ANZ Bank, I was accountable for coordinating multiple global engineering teams delivering both business-as-usual support and enterprise transformation projects. Operating in a highly regulated financial setting required meticulous scheduling and prioritisation to balance reactive service requests with long-term project deliverables. To improve transparency and efficiency, I initiated the integration of ServiceNow and Jira into a unified operations management platform. This innovation enabled end-to-end visibility of work allocation, capacity planning, SLA compliance and project tracking across regional teams in Australia, India and Singapore. By centralising data, I reduced reporting delays, improved decision-making accuracy and fostered stronger accountability among team leads.

Recognising inefficiencies in manual ticket triage, I designed and implemented automated ServiceNow workflows that categorised and assigned incidents based on technical complexity, urgency and skill availability. This initiative reduced ticket turnaround times by 35 per cent, improved SLA adherence by 25 per cent and enhanced end-user satisfaction ratings. I also introduced dynamic dashboards and real-time performance analytics that provided executives with critical insights into backlog trends, risk exposure and resource bottlenecks, enabling proactive reallocation and improved workload equity. To embed ITIL-aligned service management discipline, I led targeted staff training sessions on incident, problem and change management processes. I reinforced the importance of root cause analysis, documentation quality and post-implementation reviews, ensuring process improvements were continuous and data-driven. As a result, the teams achieved sustained compliance with audit requirements and improved reliability across operational workflows.

A key highlight was the development of a Capacity Planning and Forecasting Model within ServiceNow, which projected resource utilisation and demand across multiple business units. This tool enabled predictive staffing, prevented resource shortfalls and allowed precise alignment of workforce capability with business demand. It was later adopted across other technology portfolios for its effectiveness in promoting proactive management.

My leadership extended beyond system integration to driving a cultural shift towards analytical decision-making. I encouraged my teams to use ServiceNow not just as a ticketing system but as a strategic intelligence platform, emphasising data accuracy and ownership. This elevated the maturity of service delivery functions, transforming operations from reactive support to proactive performance management.

These achievements illustrate my ability to combine strategic foresight, technical enablement and structured governance to deliver measurable improvement. Within NBMLHD, I would apply this evidence-based, analytical and people-centred approach to optimise ICT scheduling, resource planning and service delivery. Aligned with NBMLHD’s CORE values of Collaboration, Openness, Respect and Empowerment, I believe that structured communication, intelligent resource management and real-time insight are critical to operational excellence. My focus would be on ensuring every ICT process, from incident response to strategic planning, contributes to service quality, accountability and the delivery of dependable, technology-enabled healthcare across the District.

CRITERIA 6: Proven leadership and management experience, including oversight of third-party suppliers and vendors to ensure timely delivery of support, consultancy, and assistance across both business-as-usual operations and project environments.

I possess extensive leadership and management experience overseeing large-scale ICT operations and complex vendor ecosystems, ensuring that both operational stability and project delivery are achieved with precision, transparency and measurable value. My management approach integrates strategic governance, relational leadership and performance accountability to ensure that service partners, suppliers and internal teams operate cohesively in pursuit of shared outcomes.

At ANZ Bank, I was responsible for managing a diverse vendor network providing infrastructure, cloud and DevOps services across multiple time zones. Recognising inconsistencies in reporting and oversight, I developed and implemented a comprehensive Vendor Performance Framework designed to standardise SLAs, KPIs and escalation protocols across all supplier contracts. The framework introduced clear measurement criteria, performance dashboards and regular review cadences, allowing for early detection of issues and proactive remediation. Through quarterly governance forums and monthly operational reviews, I ensured service consistency, contractual compliance and alignment with corporate objectives.

One of my most impactful achievements involved the consolidation of multiple overlapping vendor contracts. By streamlining services, renegotiating pricing models and introducing a unified service catalogue, I eliminated duplication and improved crossvendor coordination. This initiative reduced costs by more than $2 million annually while simultaneously improving service quality and time-to-resolution metrics. I also led the negotiation of enhanced contractual terms that introduced performance incentives linked to innovation, incident reduction and customer satisfaction. These measures not only elevated service reliability but also embedded a continuous improvement mindset across the vendor ecosystem.

In parallel, I invested in developing internal leadership capability through structured mentoring and coaching. I trained team leads in contract governance, supplier performance analysis and negotiation techniques, building confidence and competence in vendor engagement and escalation management. This internal upskilling reduced reliance on external consultants, improved knowledge retention and promoted professional growth within the team.

Another key success was improving cross-functional collaboration between internal ICT, procurement and legal divisions. I established integrated workflows for contract renewals, performance audits and compliance checks, which accelerated approval cycles and ensured full alignment with enterprise risk and financial governance frameworks. These governance enhancements strengthened the organisation’s ability to meet audit requirements and reinforced operational transparency.

My leadership style balances authority with partnership. I lead with respect, clarity and collaboration, promoting open dialogue and shared accountability between internal staff and external partners. This approach fosters trust and drives sustainable performance improvement, even in complex, high-pressure environments. These capabilities translate directly to the operational needs of NBMLHD. In a healthcare setting, where reliability, security and compliance are paramount, I would apply this governance-based yet people-centred leadership to ensure third-party vendors and internal ICT teams operate in synergy.

Aligned with NBMLHD’s CORE values of Collaboration, Openness, Respect and Empowerment, I view leadership not merely as oversight but as stewardship of people, partnerships and performance. Through clear communication, accountability and strategic engagement, I ensure that ICT functions not only meet contractual obligations but also drive continuous improvement and excellence in support of the District’s mission to deliver high-quality, technology-enabled healthcare outcomes.

CRITERIA 7: Demonstrated expertise in leading and contributing to endpoint and server architecture design workshops, delivering innovative technical solutions tailored to the healthcare environment. Proven strength in analytical thinking, technical problem-solving, and effective incident management.

I possess deep expertise in technical design, infrastructure modernisation and incident management, with a strong focus on delivering resilient, secure and innovative ICT solutions that are both technically robust and strategically aligned. My approach integrates architectural rigour with analytical problem-solving, stakeholder engagement and collaborative delivery to ensure outcomes that are scalable, cost-effective and sustainable in the long term.

At ANZ Bank, I led enterprise-level architecture design workshops that transformed the organisation’s endpoint and server landscape, supporting over 30,000 users globally. Partnering with engineering teams, enterprise architects and business leaders, I developed standardised design blueprints for Windows Server 2019 environments, incorporating automated deployment pipelines, continuous monitoring and dual-region failover architecture. These enhancements increased service resilience, optimised resource utilisation and strengthened compliance with the bank’s internal governance and risk standards.

Recognising the importance of secure endpoint management, I directed the implementation of Intune and Azure AD Conditional Access policies to enforce consistent device controls, multi-factor authentication and encryption standards. This initiative reduced endpoint security incidents by 40 per cent and ensured alignment with international information security frameworks such as ISO 27001 and APRA CPS 234. I also introduced a zero-trust approach to access management, enhancing overall cyber resilience and operational assurance.

When a critical data centre incident caused widespread service disruption, I was appointed Incident Lead and coordinated a multidisciplinary response across engineering, vendor and risk teams. By maintaining structured communication channels and applying root-cause analysis techniques, I identified systemic weaknesses in replication processes and introduced proactive monitoring scripts and failover testing protocols. These actions reduced mean time to restore by 45 per cent and established new incident management benchmarks within the organisation.

Beyond technical execution, I prioritised collaboration and knowledge sharing through structured design forums and technical communities of practice. These sessions encouraged engineers to propose creative solutions, challenge conventional approaches and collectively refine system architecture. As a result, design documentation, version control and risk traceability improved significantly, enhancing overall governance maturity.

I also played a pivotal role in ensuring that innovation aligned with sustainability and business objectives. By introducing configuration-as-code and standardised infrastructure templates, I reduced deployment timeframes, improved compliance auditing, and enabled continuous delivery practices that supported future scalability.

My leadership style is grounded in openness, respect and empowerment, principles that directly reflect NBMLHD’s CORE values. I believe that successful technical leadership lies not only in engineering precision but also in clear communication, inclusion and shared accountability. These attributes are particularly vital in healthcare environments where ICT reliability underpins patient safety and service continuity.

If given the opportunity to serve within NBMLHD, I would apply this combination of analytical acumen, architectural insight and collaborative leadership to deliver secure, high-performance systems that enhance clinical workflows, protect patient information and enable efficient, technology-enabled healthcare delivery across the District. My focus would be on creating a culture of innovation and reliability that ensures every digital solution supports NBMLHD’s mission of delivering high-quality, patient-centred care.

CRITERIA 8: Proven ability to communicate effectively across all levels of an organisation, conveying complex concepts clearly through both verbal and written communication. Skilled in engaging internal and external teams, vendors, suppliers, and other stakeholders to ensure alignment and understanding.

I possess advanced communication and interpersonal skills that enable me to articulate complex technical and strategic information with clarity, empathy and influence across all levels of an organisation. My communication approach is guided by active listening, situational awareness and factual transparency, ensuring that every interaction builds understanding, trust and shared ownership of outcomes. At ANZ Bank, I frequently briefed senior executives, program sponsors and board-level governance committees on technology transformation initiatives, operational risks and compliance matters. These sessions demanded the ability to simplify intricate technical data into strategic insights and recommendations that could guide investment, prioritisation and policy decisions. My reports to the Chief Information Security Office and Technology Governance Committee were consistently acknowledged for precision, structure and influence, securing endorsement for critical infrastructure programs such as the Cloud Governance Framework and CI/CD Automation Program.

Recognising that communication must be multidirectional, I also led structured information flows between technical delivery teams, executive stakeholders and external service providers. I developed templated reporting mechanisms, risk dashboards and communication packs that standardised progress updates and mitigated the risk of misalignment. During cross-regional delivery, I chaired virtual town halls and retrospectives to ensure teams in India, Singapore and Australia remained informed and connected, even across time zones. These initiatives fostered a unified sense of purpose and prevented delays caused by miscommunication or duplication of effort.

My communication style is particularly effective in high-pressure environments. During a major service degradation event that impacted deployment pipelines, I served as the primary liaison between engineers, vendors, risk officers and senior management. I maintained calm, factual and time-bound communication throughout the incident response, ensuring all stakeholders had accurate situational awareness. Following resolution, I facilitated a structured post-incident review session that focused on learning, not blame. This approach strengthened cross-team collaboration and reduced future incident escalations by 30 per cent. Beyond executive and incident communication, I am deeply committed to developing communication capability within my teams. I coach staff in stakeholder engagement, presentation design, report writing and executive correspondence, ensuring technical professionals can represent their work credibly and confidently. I also mentor junior engineers in influencing techniques, active listening and audience analysis, equipping them to communicate effectively in multi-disciplinary settings. These initiatives have led to improved cross-departmental cooperation and elevated professional confidence among team members.

SELECTION CRITERIA

Finance Officer | Job Ref No: REQ476528 | Nepean Blue Mountains Local Health District

Relevant tertiary qualifications, eligible for full membership of recognised professional accounting body and a demonstrated commitment to ongoing professional development.

As an accounting and finance professional, I have gained comprehensive expertise through my academic achievements and professional experiences. My qualifications include a Master of Accounting, which has provided me with advanced knowledge and skills in financial reporting, auditing, and taxation. Additionally, my Diploma in Office Management & Secretarial and Bachelor in Administrative Arts with First Class Honours have equipped me with a solid foundation in administrative practices and management principles. Furthermore, I have completed specialised certifications in SAP Financial Accounting and SAP Management Accounting, demonstrating my proficiency in utilising financial management software for effective decision-making and reporting. Throughout my career, I have applied my expertise in various roles, including financial analyst, accountant, and financial controller. In these positions, I have been responsible for financial analysis, budgeting, forecasting, and compliance with accounting standards and regulations. Overall, my extensive education and experience as an accounting and finance professional have prepared me to excel in roles that require strategic financial management, analytical thinking, and attention to detail.

Extensive practical knowledge of the Australian Accounting Standards and ability to interpret policies and other requirements relating to accounts management.

Over the course of my extensive eleven-year tenure in accounting roles, I have continually expanded my expertise and practical knowledge of Australian accounting standards. This journey has equipped me with a comprehensive understanding of financial principles and regulations governing the Australian accounting landscape. In my current role as a Finance Analyst at Veolia Environmental Services (Australia) Pty Ltd, I am tasked with a wide range of responsibilities that delve into various facets of financial management. These include but are not limited to budget formulation and monitoring, in-depth analysis of Fuel Tax Credits to optimise returns, meticulous reconciliation of balance sheets to ensure accuracy and transparency, and overseeing capital expenditure to ensure alignment with organisational objectives. Each day presents new challenges and opportunities to apply my expertise in navigating complex financial landscapes while upholding the highest standards of compliance and accuracy. My commitment to staying abreast of evolving accounting practices and regulations enables me to contribute effectively to the financial health and success of the organisation.

Throughout my tenure as a Finance Analyst at Veolia Environmental Services (Australia) Pty Ltd, I have been deeply entrenched in ensuring strict adherence to Australian accounting standards across all financial operations. This commitment entails not only understanding but also implementing the nuances of these standards in every aspect of financial management. From budget formulation to balance sheet reconciliation and capital expenditure oversight, every financial activity is meticulously executed in accordance with Australian accounting standards. This entails not only ensuring accurate recording and reporting of financial transactions but also staying updated with any revisions or amendments to the standards to ensure ongoing compliance. Moreover, I actively engage in continuous professional development to deepen my understanding of Australian accounting standards and their practical implications. This proactive approach enables me to effectively interpret and apply the standards to real-world financial scenarios, thereby ensuring that our financial practices are not only compliant but also optimised for efficiency and effectiveness.

Analytical skills and experience in working with large datasets, undertaking complex reconciliations and preparing detailed accounting information and reports.

In my current capacity as a Finance Analyst at Veolia Environmental Services (Australia) Pty Ltd, I undertake a pivotal role overseeing the financial management of 56 distinct cost centres. A critical aspect of my responsibilities involves the meticulous reconciliation of Profit & Loss accounts for each of these cost centres at the end of each month. This entails a comprehensive review to ensure the accuracy of revenue, precise allocation of costs, and adherence to budgeted accrual figures. In instances where discrepancies arise, it is incumbent upon me to conduct thorough investigations to pinpoint root causes and rectify them with a high degree of accuracy.

Furthermore, I am tasked with the preparation and oversight of balance sheets, which poses a more intricate challenge due to the comprehensive oversight required for all financial transactions. This involves not only maintaining vigilance over incoming and outgoing financial activities but also ensuring alignment with regulatory requirements and internal financial policies. My role demands a keen eye for detail and a proactive approach to identifying and addressing any irregularities or discrepancies promptly. As a senior member of the team, I bear the responsibility of ensuring that the accounting records are meticulously maintained in strict accordance with the Financial Accounting Standards. This entails overseeing the entire accounting process to guarantee compliance with regulatory guidelines and industry best practices. My role involves implementing robust internal controls, conducting regular audits, and providing guidance to team members to uphold the highest standards of financial integrity and transparency. By adhering to these standards, I contribute to the organisation's credibility and trustworthiness in the eyes of stakeholders and regulatory authorities.

Advanced computer skills, including high level proficiency with using a recognised Financial Management Information System, MS Office software (particularly Excel and Word).

In my current capacity as a Finance Analyst at Veolia Environmental Services (Australia) Pty Ltd, I leverage a suite of sophisticated tools and software to streamline financial operations and drive insightful analysis. Specifically, I am proficient in utilising SAP Hana S4, BI Intelligence, Tableau, and Google Sheets to extract, manipulate, and visualise data for decisionmaking purposes. Furthermore, my extensive expertise extends to Microsoft Excel and Word, where I have developed intricate spreadsheets with advanced formulas to reconcile fuel reports on a weekly basis. These meticulously crafted Excel sheets not only ensure the accuracy of fuel variance and cost analysis reports but also enhance efficiency by automating repetitive tasks. My proficiency with these software platforms enables me to deliver actionable insights and contribute to informed financial strategies within the organisation.

In addition to my proficiency with SAP Hana S4, BI Intelligence, Tableau, Google Sheets, Excel, and Word, I also bring a wealth of experience in utilising these tools to drive various financial initiatives. For instance, I have developed comprehensive financial models using Excel to analyse complex datasets and forecast future trends. These models have been instrumental in identifying cost-saving opportunities, optimising resource allocation, and mitigating financial risks. Furthermore, my expertise extends to generating dynamic dashboards and reports in Tableau, allowing stakeholders to visualise key performance metrics and trends in real-time. By harnessing the power of data visualisation, I have facilitated more informed decisionmaking processes and enabled stakeholders to quickly identify areas for improvement. Moreover, I have leveraged BI Intelligence to conduct in-depth financial analysis, extract actionable insights, and present findings to senior management. This tool has enabled me to identify emerging market trends, assess competitive landscapes, and formulate strategic recommendations to drive business growth.

My proficiency in Google Sheets has allowed me to collaborate seamlessly with cross-functional teams, streamline workflow processes, and enhance data accessibility. Whether it's tracking project milestones, managing budgets, or organising financial data, Google Sheets has been an invaluable tool in driving efficiency and productivity within the finance department. Overall, my diverse skill set and hands-on experience with these software platforms have equipped me to excel in my role as a Finance Analyst, enabling me to deliver tangible results and contribute to the overall success of the organisation.

Highly developed communication skills including collaborating with the team, senior managers, clinicians and external providers to ensure achievement of service objectives.

With a strong emphasis on clear and professional communication, I excel in both written and verbal interactions, fostering influence and credibility. My extensive experience encompasses engaging and collaborating with stakeholders from diverse backgrounds and at various organisational levels. In written communication, I demonstrate highly developed skills, capable of producing a wide range of documents with clarity and precision. Whether crafting reports, memos, or emails, I ensure that information is conveyed professionally and tailored to the specific audience. This involves structuring content in a logical manner and adapting the tone and style to suit the intended readership, thereby maximising comprehension and impact.

In my role as a Finance Analyst at NSW Collection, managing the fuel consumption of over 500 trucks posed a significant challenge due to the decentralised refuelling process. Recognising the need for improved tracking and accountability, I spearheaded the implementation of the Fluidtrack system. This innovative solution required each truck driver to utilise a designated tag for refuelling, enabling precise monitoring of fuel usage. Additionally, I developed a comprehensive Excel spreadsheet to analyse fuel data weekly, categorising usage by subcontractor drivers, internal trucks, and identifying any variances. This initiative resulted in enhanced accuracy and transparency in fuel reporting, empowering management with actionable insights into fuel usage trends.

Furthermore, in my capacity at Veolia Environmental Service (Australia) Pty Ltd, managing the client relationship with Sydney Market presented its own set of challenges. Issues surrounding weight discrepancies and rebate concerns threatened the stability of our partnership. To address these issues head-on, I took proactive measures to establish a systematic verification process. Collaborating closely with our team, we implemented a procedure to record daily weight data in a meticulously maintained spreadsheet, aligning with the run sheet. At the end of each month, I diligently compiled and shared the data with Sydney Market's Manager for validation. This collaborative approach fostered transparency and trust, enabling swift identification and resolution of any discrepancies. As a result, our invoicing process became more streamlined and accurate, significantly improving client satisfaction and solidifying our relationship with Sydney Market.

High level written and verbal communication skills.

Throughout my career as a Finance Analyst and Accountant, I have honed my skills in communication with influence. This proficiency extends beyond the mere conveyance of information, it encompasses the ability to craft compelling narratives, articulate complex financial concepts clearly and persuasively, and engage stakeholders at all levels. Understanding the importance of tailoring my communication style to resonate with different audiences, I adapt my approach when presenting financial reports to executives, collaborating with colleagues on analysis projects, or discussing findings with clients. Whether through effective storytelling, data-driven insights, or confident delivery, my goal is not only to convey financial information but also to inspire action and drive meaningful financial outcomes. Moreover, I recognise the power of active listening and empathy in financial communication. By truly understanding the perspectives and concerns of stakeholders, I can tailor my financial analyses and reports to address their needs and interests, fostering genuine connections and building trust. Overall, my ability to communicate with influence serves as a cornerstone of my success as a finance analyst, enabling me to navigate complex financial situations, overcome challenges, and ultimately, achieve impactful financial results.

Following the merger of Veolia Environmental Service (Australia) Pty Ltd with the Recycling and Recovery (R&R) operations of SUEZ in Australia, aimed at simplifying and rationalising the legal structure of the Veolia group, our organisation experienced significant internal changes. This merger necessitated the formulation of the half-year budget (F2) for both the old Veolia and the newly integrated entity. In response to these challenges, I took proactive measures to ensure successful outcomes. Recognising the importance of clear communication and effective team coordination, I took the initiative to educate myself about the intricacies of the merger and the specific requirements of the budgeting process. Leveraging my understanding, I strategically allocated and distributed workloads among team members, providing clear instructions and guidance to ensure alignment with organisational objectives.

With meticulous planning and diligent effort, I led my team through the budget preparation process, closely monitoring progress and addressing any obstacles along the way. As the deadline approached, I conducted thorough reviews to ensure accuracy and compliance with business requirements. Through my persistence, initiative, and attention to detail, I successfully presented the half-year budget to senior management, receiving commendations for my contributions as a Commercial Analyst. This experience not only demonstrated my ability to adapt to change and navigate complex organisational transitions but also showcased my leadership skills and commitment to delivering high-quality results.

Demonstrated capacity to prioritise workloads to meet competing demands.

As a Finance Analyst, precision and attentiveness are paramount in handling various reports and presentations, especially during critical periods such as budget preparations and month-end closings. In addition to managing routine tasks, I am accustomed to operating under stringent deadlines during these pivotal times. This necessitates a keen ability to prioritise workloads effectively and perform under pressure.

With a strong sense of organisation and efficiency, I consistently maintain a flexible approach, adeptly handling multiple tasks simultaneously, navigating competing deadlines, and adapting to changing work priorities. Committed to continuous improvement, I firmly believe in regularly challenging established procedures and workflows to identify opportunities for enhanced efficiency and productivity. Through ongoing assessment and refinement, I strive to ensure that the quality of service I deliver and the work I produce consistently meet the highest standards achievable. I am dedicated to maximising organisation and productivity in all aspects of my work. To optimise my organisation and time management, I utilise a variety of tools and strategies. This includes leveraging tools such as the Outlook diary, reminders, and to-do lists to effectively organise and prioritise tasks, ensuring that deadlines are met and objectives are achieved efficiently.

During budget cycles, meticulous attention to detail is essential to ensure accuracy in financial forecasts and projections. I am tasked with compiling and analysing data, identifying trends, and formulating budgetary recommendations that align with organisational goals. This process demands a methodical approach and the ability to synthesise complex financial information into coherent reports and presentations for stakeholders. Similarly, at month-end close, there is a heightened demand for timely and accurate financial reporting. I am responsible for reconciling accounts, verifying transactional data, and preparing comprehensive financial statements within tight deadlines. This requires exceptional organisational skills and the capacity to manage competing priorities efficiently. In navigating these high-pressure situations, I remain focused on delivering results with precision and professionalism. By effectively managing my workload and leveraging my analytical skills, I ensure that all reports and presentations meet the highest standards of accuracy and reliability. My ability to thrive in fastpaced environments while maintaining a meticulous approach to detail enables me to excel in my role as a Finance Analyst, even amidst demanding deadlines and complex financial tasks.

Extensive experience in complex General Ledger reconciliations and preparation of detailed accounting information and high level reports.

With a robust background in complex General Ledger reconciliations and the preparation of detailed accounting information and high-level reports, I bring a wealth of expertise to my role as a Finance Analyst at Veolia Environmental Services (Australia) Pty Ltd. Within this capacity, I am entrusted with reconciling the balance sheet, a task that entails navigating through a large and intricate dataset.

In performing balance sheet reconciliations, I meticulously analyse transactions, verify account balances, and ensure the accuracy and integrity of financial data. Given the scale and complexity of the balance sheet at Veolia Environmental Services, this process demands keen attention to detail, strong analytical skills, and a thorough understanding of accounting principles and standards. Moreover, my experience extends beyond basic reconciliation tasks. I am adept at identifying discrepancies, investigating variances, and implementing corrective actions to rectify any anomalies. By delving into the underlying causes of discrepancies, I contribute to the improvement of internal controls and financial processes, thereby enhancing the overall accuracy and reliability of financial reporting.

In addition to my reconciliation duties, I also generate high-level reports that provide valuable insights into the financial health and performance of the organisation. These reports not only serve as crucial decision-making tools for senior management but also facilitate compliance with regulatory requirements and auditing standards. Overall, my proficiency in complex General Ledger reconciliations and my ability to prepare detailed accounting information and reports enable me to fulfill my responsibilities effectively and contribute to the financial stability and success of Veolia Environmental Services.

In summary, my role as a Finance Analyst at Veolia Environmental Services (Australia) Pty Ltd encompasses not only the meticulous reconciliation of the balance sheet but also the provision of valuable insights and analysis derived from this critical financial document. Through my expertise, diligence, and commitment to excellence, I contribute to the financial health and success of our organisation.

STATEMENT

Lawyer - Expression of Interest | Appointment to the Administrative Appeals Tribunal

As a highly credentialed and accomplished legal professional, I am eager to make a significant contribution as a Member of the Administrative Appeals Tribunal (AAT). With an extensive understanding of legislative frameworks and an unwavering commitment to procedural fairness, I possess the analytical acumen and judicial temperament necessary to render well-reasoned determinations based on statutory interpretation, evidentiary material, and administrative law principles. My experience as a litigator has equipped me with the ability to evaluate complex legal and factual issues, exercise sound judgment, and apply principles of fairness and equity to adjudicative decision-making.

Throughout my career, I have developed a keen ability to assess competing arguments, weigh evidence and draft persuasive, logically structured decisions. As a Senior Lawyer at ANZ, I frequently represented the respondent life insurer in conciliations before the Financial Ombudsman Service and the Superannuation Complaints Tribunal (SCT). In one particularly complex matter, I acted in a conciliation concerning a terminally ill woman seeking her total and permanent disability benefit. From the claim’s inception, I meticulously examined the policy provisions, the medical evidence, and the broader legislative context governing the claim. At the conciliation, I was responsible for presenting a compelling opening statement, methodically addressing the applicant’s arguments, responding to inquiries from the Tribunal Member, and engaging in delicate negotiations. While I firmly believed the claim was payable, the greater challenge lay in persuading my client to offer a just and equitable settlement. Through strategic advocacy, I achieved this objective, securing an outcome that provided the applicant with financial certainty in her final days. Some weeks later, the SCT conciliator contacted me to convey that the applicant had passed away in peace, reassured that her family’s financial security had been safeguarded.

The decision-making and analytical rigour required of an AAT Member align closely with the skill set I have honed throughout my legal career. In a particularly demanding case, I was responsible for advising on a superannuation product alleged to have been marketed and sold unfairly. My client was determined to contest the matter vigorously. I undertook a meticulous assessment of the legal issues, examined relevant statutes, case law, and ASIC regulatory guidance, and provided a well-reasoned written legal opinion outlining the likely outcome should proceedings be initiated. Anticipating that my client would not welcome my conclusions, I ensured my reasoning was unassailable, my recommendations compelling, and my proposed strategy legally and commercially astute. Ultimately, my client accepted my guidance and agreed to enter mediation, which resulted in an outcome far preferable to what litigation would have yielded. This experience underscores my ability to make principled, evidence-based decisions and provide clear, rational explanations for my conclusions, key attributes for an AAT Member.

I am an articulate and persuasive communicator, possessing superior written and verbal advocacy skills honed over 15 years as a litigator. My ability to craft clear, logical, and authoritative legal arguments has been complemented by my academic training, I hold a Master of English, which included coursework in rhetoric and persuasion. My expertise in public communication was further demonstrated when I was selected for the prestigious Pathways to Politics for Women program at UNSW, where I delivered a speech that received exceptional commendation from both academics and professional speechwriters. This speech later became central to my messaging as an independent candidate in the 2022 Federal Election.

Upholding the highest standards of ethical conduct, I exemplify integrity, independence, and impartiality in my professional practice. My unwavering commitment to these principles is reflected in every facet of my legal career, ensuring that my decision-making remains guided by law, evidence, and a steadfast adherence to justice. Throughout my tenure as a Senior Lawyer, I have consistently demonstrated an ability to apply ethical reasoning to highly complex and often contentious matters, balancing competing interests with objectivity and fairness. Whether in the context of regulatory investigations, conciliations, or legal advisory work, I have maintained an unrelenting focus on ethical compliance, procedural fairness, and the protection of fundamental legal rights.

I possess an acute understanding of judicial independence, recognising that decision-making in an adjudicative capacity must be entirely free from bias, external influence, or improper persuasion. My experience in high-pressure legal and regulatory environments has reinforced the importance of ensuring that every determination is made with full autonomy, free from undue interference or conflicts of interest.

NSW GOVERNMENT TARGETED QUESTION EXAMPLES

PRE-SCREENING QUESTIONS

Project Support Officer, Partnerships and Impact | Cancer Institute NSW

PRE-SCREENING

QUESTION 1

Please outline your experience where you managed multiple activities, projects or priorities simultaneously within a complex health or research setting in an ongoing basis. What strategies did you apply to ensure successful delivery while balancing competing demands and how did you determine your impact or success in delivering outcomes for your colleagues or stakeholders?

In my tenure as a Conference Producer at IQPC Australia, I simultaneously managed multiple large-scale professional learning and networking events across complex sectors including health, education, and public administration. Operating within a condensed 20-business-day production cycle, I was responsible for end-to-end project oversight encompassing research, program development, marketing coordination, speaker acquisition, and stakeholder engagement. These projects demanded advanced organisational acumen, rigorous prioritisation, and an exceptional capacity to perform under sustained pressure. I applied structured project management methodologies, establishing critical path frameworks and progress tracking systems to ensure adherence to milestones and deliverables. When leading the redevelopment of a struggling health and corrections conference, I conducted targeted market analysis, identified emerging policy trends, and recalibrated the agenda to align with contemporary sector priorities. The revitalised event achieved a $200,000 increase in revenue within one year and drew international representation from the United Kingdom, Belgium and New Zealand, significantly elevating its profile and institutional reputation.

Subsequently in my Sales Representative role at FactSet, I managed a portfolio of 37 institutional clients across Australia within a high-stakes, data-intensive environment characterised by complex regulatory frameworks and competing commercial demands. I coordinated concurrent initiatives spanning client acquisition, renewal negotiation, data analytics implementation, and compliance documentation. To sustain precision across competing timelines, I employed a dynamic workload management matrix, integrated CRM tracking tools, and frequent cross-functional collaboration. My impact was measured through quantifiable outcomes including multi-year contract renewals, strengthened stakeholder satisfaction, and year-on-year portfolio growth. Across both roles, my ability to navigate intricate operational landscapes, synthesise competing priorities, and deliver outcomes of enduring strategic value has been a consistent professional hallmark.

PRE-SCREENING QUESTION 2

Describe your experience, with example situations, where you were involved in completing documentation, reports, and/or official responses. How did you approach these tasks and any unfamiliar tasks? What were your responsibilities? What considerations were most important while planning responses?

Throughout my career, the preparation of high-level documentation, analytical reports, and formal responses has been integral to my professional remit. At FactSet, I was entrusted with authoring complex project documentation, commercial proposals, and client governance reports underpinning multimillion-dollar engagements. A key example involved managing the Australian portfolio of one of the world’s pre-eminent global asset managers, where I was required to interpret legacy contract provisions, map regulatory constraints, and prepare a detailed operational framework to guide data integration and reporting delivery. I approached these tasks with methodical precision, undertaking comprehensive review of relevant contractual clauses, liaising with legal, compliance and technical divisions, and ensuring all written outputs reflected both organisational integrity and client-specific requirements. In circumstances involving unfamiliar or highly technical subject matter, I proactively engaged with subject-matter experts, conducted independent research, and sought verification prior to submission to safeguard the credibility and accuracy of deliverables. This process-oriented diligence resulted in the successful renewal of the client contract and measurable improvement in stakeholder confidence.

Earlier, during my Conference Producer role at IQPC, I prepared executive summaries, event prospectuses, and briefing materials synthesising extensive research findings and speaker insights into coherent, strategic narratives. Each document demanded accuracy, conciseness, and sensitivity to tone, particularly when addressing senior government or industry stakeholders. I adopted a structured writing process incorporating stakeholder consultation, iterative drafting, and peer validation to ensure that all documentation was evidence-based, logically structured, and aligned with organisational messaging. My overarching considerations encompassed factual integrity, policy alignment, linguistic clarity, and professional presentation. Across both contexts, I have demonstrated a sophisticated capacity to produce authoritative written outputs that inform decision-making, uphold governance standards, and reinforce institutional credibility.

TARGETED QUESTIONS

Assistant Curator, Contemporary Australian Art | Art Gallery of NSW

QUESTION 1:

Provide an example of when you have worked in a collaborative environment on a curatorial project of contemporary Australian art that required multi-tasking and varied responsibilities. Please provide details of how you showed initiative and managed your workload to ensure deadlines were met. (300 words)

In 2015 as Gallery Manager, I worked collaboratively with the Director to plan and curate 30 Years, 30 Artists, 30 Works which was a retrospective exhibition to commemorate the 30th anniversary of Brenda May Gallery featuring 30 artworks by contemporary Australian artists. Over a 6-month period, I conducted in-depth research in the gallery archives which entailed compiling the entire exhibition history of the gallery and a master list of all exhibited artists. Drawing upon the research, we curated the exhibition and selected significant artworks. The exhibition brief was based on 2015, the 30th year of Brenda May’s career as Gallery Director from Access Contemporary Art Gallery in Balmain, Forest Lodge, and Redfern, to Brenda May Gallery here at Danks Street.

I diligently sorted through archives to create a retrospective exhibition featuring one work to represent each year as a celebration of the many artists’ careers the Gallery has fostered. Playing an instrumental role in managing this significant project, I was tasked to coordinate the end-to-end curation of the exhibition in addition to researching, writing, designing, and publishing a catalogue. The catalogue illustrated all artworks in the exhibition and included biographies of each represented artist, whilst also documenting the entire history of the gallery with photographs and text. I independently developed the catalogue, which comprised 44 pages, 104 illustrations, 3 essays, 15 biographies and I commissioned previous gallery employees to write 2 of the essays. Maintaining a high level of planning and time management through all stages using Outlook reminders, daily tasks lists and a constant review of scheduled work, I coordinated the exhibition logistics, including artwork delivery, installation, cataloguing as well as catalogue production. Communicating with various stakeholders such as artists, their representatives, and private collectors to arrange for loans and freight was crucial to the success of the exhibition.

QUESTION 2:

Discuss an exhibition of contemporary Australian art that you have worked on and describe how you determined the theme and content. Provide details on how you worked with artists or external colleagues and collaborators on delivering the project’s objectives. (300 words)

During my PhD (Art Theory) at UNSW in 2018, I developed a theme of an exhibition in response to my PhD thesis; ‘Gastronomic Body: sensory and sociocultural dimensions of food art (87,317 words).’ The exhibition was part of my research methodology to explore the ways sensory experience can bridge the temporal dimension of perspective (past/present), with Chapter 3 of my thesis (Chapter title: Tasting the Past, Sensing the Future: Phenomenological Dimensions of Food Art ) concerned with scent and memory. For the exhibition, reminiSCENT, I surveyed contemporary artists initiating multisensory experiences through olfactory encounters. The exhibition presented certain logistical challenges. Due to the fact that scent is a gaseous material with no fixed boundaries, I worked collaboratively with colleagues and artists to problem-solve display solutions.

It was imperative to contain the scents to keep them from overlapping and interfering with one another, and we strategically designed the exhibition layout to generate space between the artworks. In addition, artists developed customised vessels, and we employed glass cloches in order to contain the scents. For external stakeholders, reminiSCENT offered an environment for the prolonged study of certain participatory and time-based characteristics of olfactory artwork with the exhibition catalogue and didactic materials serving as tangible research outputs. reminiSCENT also featured artworks by artists pursuing their own doctoral studies. We collected data and audience surveys for one artist, and their participation in the show represented an opportunity to develop, test, and exhibit their practice-led research. In stark clear contrast to our increasingly digitised, screenbased world where the emphasis is on visual communication, this exhibition demanded the presence of the viewer as an active participant. The artworks in this exhibition successfully privileged the sense of smell over that of vision and emphasise memory as understood through bodily engagement and engaged a number of dialectics.

Key Application Responses

Station Officer - Port Macquarie | Position No: 00007MIP

QUESTION 1:

A key accountability of a Station Officer is to lead, support, mentor and manage firefighters. To undertake this, the Station Officer must be adept in managing and developing people by clearly communicating and defining roles and responsibilities to achieve team outcomes. Describe a situation where you have had to define roles and responsibilities within a team you had to lead and manage. (Word Count: 3973 characters)

In my current role as Acting Station Officer, I lead, support, mentor and manage firefighters to manage and respond to emergency incidents, whilst consistently optimising their performance, teamwork, capability, resilience and standards Whilst on route to a house fire, which was 10-15 minutes from our station, I considered our crew’s response time, including Retained Firefighters who needed to get ready and arrive. Due to the hot weather, I undertook contingencies to ensure firefighters would be regularly rotated. I promptly contacted Communications and requested three more stations to attend. Upon arrival, the house was well alight and flames engulfed the rear. I sent the arrival message and asked the police, electricity authority and ambulance to attend, then sized-up the situation and developed an Incident Action Plan, with information shared amongst all emergency services personnel, other agencies and community members. After confirming the occupants weren’t home, I organised the power to be turned off and informed crews. Providing strong leadership, I assigned the 468B Captain as Safety Officer to eliminate hazards and monitor risks. I delegated the 514 Captain as Rehabilitation Officer to ensure all firefighting crews were rested and rehydrated. I tasked 468A crew to gain entry and fire control in an offensive strategy and organised the 468B crew to be designated as my Rapid Intervention Team (RIT), allowing the emergency evacuation of internal fire crews if required. I rotated 514 firefighters through different roles including RIT positions to manage fatigue and oxygen supplies of firefighting crew and this rotation continued until we successfully gained fire control.

I quickly identified that friable asbestos was present, notified all personnel and introduced protocols to eliminate health risks Firefighting crews were decontaminated as they exited the hot zone and their PPE was bagged and cleaning organised The occupants returned and became distressed, believing their cat was inside. They were physically restrained by police to prevent injury as they attempted to run into the house and I reassured them that cat had possibly escaped via open windows. As the fire progressed, the roof partially collapsed, therefore I transitioned to a defensive strategy with firefighters positioned outside, protected from a structural collapse. I identified exclusion zones and communicated this directive to everyone on the fire ground and erected barriers to stop anyone entering the premises.

Due to my strong leadership and my team’s contributions, fire control was accomplished and we investigated a possible cause Upon reviewing the trail of events, I determined the fire was not suspicious and was caused by an electrical appliance. We consoled the owners, supplied them brochures about what to do after a fire, salvaged some of their belongings and organised emergency accommodation. I then handed the property to the insurance company representative who arrived at the scene. Due to structural compromises and danger to the public, I stipulated fencing was required to disable property access.

I held a debrief at the fire ground before crews were released, discussing what occurred to learn and drive improvement of operations, sharing information to assist in handling similar incidents, identifying safety concerns and providing feedback on performance. No health issues were sustained or failure of equipment reported. I initiated a discussion on my decision to reposition appliances due to insufficient space during the incident and shared problems with a congested fire-ground which was valuable for professional development. The firefighters shared their respect for my incident management skills and reported they were motivated to put their training into practice. They stated that by following the Standard Operational Guidelines of managing an incident, I effectively utilised all available personnel in active roles.

QUESTION 2:

Being a Station Officer in Regional Operations requires you to work collaboratively with permanent and on-call firefighters within FRNSW and with paid and volunteer staff from other emergency services and community organisations. Detail a situation where you had to build a co-operative team environment across these groups and engage teams to jointly solve issues and problems. (Word Count: 3998 characters)

During my attendance at various emergency and rescue incidents, I identified the immediate need for ambulance equipment training and familiarisation in addition to team building with Volunteer Rescue Association (VRA) and equipment familiarisation due to the regularity of attendance at combined rescue incidents. Over the past five years, I have worked in the Tweed Shire Region which has a high concentration of elderly residents. Moreover as the Ambulance Service of NSW is continually strained, our FRNSW personnel are increasingly called upon to assist with a vast range of incidents. Therefore considering the demands on emergency services in the region coupled with my observations, I recognised a need for further training to enhance the joint emergency operations of the two services. Having pinpointed that most local FRNSW crews were unfamiliar with the equipment used by paramedics to move patients, I requested that this topic be incorporated in the new training. Embracing the mission to upskill personnel to optimise joint emergency operations, I initiated and delivered combined training sessions of permanent, two retained (on-call) stations, intermediate HAZMAT van, (VRA), NSW Ambulance Service and NSW Rural Fire Service (NSW RFS) to improve their knowledge of different services and their expertise at incidents whilst enhancing their familiarisation with equipment carried. The practical training consisted of four different modules, each exhibiting specialist equipment. Emergency services personnel were rotated for familiarisation and training VRA, NSW Ambulance Service and NSW RFS provided resource demonstrations of vehicles and equipment. Excellent outcomes were achieved as the electric stretcher and the ‘Ambulance Service Hover Mat’ demonstration delivered a greater understanding for all emergency services personnel on how to operate this equipment. Furthermore it provided improved, safer and better casualty care and decreased injuries to personnel. The training sessions were well received and upskilled personnel, enabling a more competent emergency taskforce with a greater understanding of ambulance and rescue equipment which aided their ability to contribute to combined rescue incidents.

I am currently the Liaison representing FRNSW in the NSW Police Intercept Program involving NSW Police, FRNSW, VRA, NSW Ambulance, NSW RFS and NSW SES, consulting and reporting to Inspectors. The program was established as youth from the Tweed Byron District experience a higher than average “risk factors” leading to alcohol and other drugs (AOD) misuse, youth unemployment, anti-social behaviour, lower socio-economic status, poor mental health and low year 12 completion rate. Identified at risk Year 9-12 students from local schools attend a combined scenario with local emergency services including a 12-week course, providing valuable life skills and qualifications. The program introduces young people to positive role models and helps them make positive life changes such as managing family breakdown, mental health issues and strategies to enjoy life without AOD use.

In the recently held scenario, there was a motor vehicle accident involving two vehicles and one car ended up on its side, with three persons reported trapped. It utilised all emergency services, enabling students to perceive firsthand what occurs after an accident and how the scene operates. Commencing with a member of the public calling 000, police cars arrived first, followed by ambulances, FRNSW and VRA. I represented FRNSW and discussed all steps, engaging with students regarding our actions and operational considerations. Afterwards, students interacted with emergency services personnel, asked questions and obtained information I was privileged to attend the graduation ceremony held upon completion, witnessing student growth and progress Due to the success and significant benefits of the program, it is scheduled to operate next year with plans for greater expansion

TARGETED QUESTIONS

Project Officer, Events | Job Ref No: 00008ER2 |

Q1. Describe your experience delivering events with external stakeholders and how you managed stakeholder expectations. (300 words)

After initially receiving an event enquiry from NESA in late 2020 to quote a large conference for February 2021, this evolved into a 2021 events program of 5 events I was tasked to qualify the Event Lead to determine the full scope of requirements, generate bespoke proposals addressing requirements, communicate and persuasively negotiate with NESA and internal stakeholders to achieve a mutually beneficial business arrangement. Furthermore I needed to contract individual events, liaising with stakeholders to customise contract terms and conditions according to government body regulations

Embracing this challenge, I extensively communicated with NESA’s key decision-maker to determine event scope, budget caps and restrictions. Although budget caps were lower than the hotel’s standard price-points, particularly for two of five events in highseason months, I considered the broader context of securing all five programs and analysed overall revenue and profitability, considering unstable market conditions due to COVID-19. I presented a business case to Revenue Management, Event Operations and third-party AV supplier teams, collaborating to generate a quote within the client’s caps whilst ensuring program profitability I employed creative methods to offset costs to the client whilst incurring minimal additional costs, utilising cost-saving and value add benefits of promotional event business offers. In response to the NSW lockdown, I worked with the client on further customised contract terms to still proceed with securing their final event, drafting COVID-specific postponement and cancellation terms that provide security and flexibility

My ability to address the client’s requirements and provide customised solutions, resulted in building a strong relationship and securing all five programs with our property against competitors with $140,000+ revenue. As a result of the relationship, overcome their difficult demands and successful program management, I gained a loyal client who will be presenting our property as the preferred events venue with recommendations for future programs

Q2. Describe how you have effectively developed and implemented a solution to a complex problem using new and emerging technologies. (300 words)

Having demonstrated exceptional results as a Sydney Property Events OS Champion, with an advanced system knowledge coupled with strong data management skills, I was selected by Head Office in February 2020 to join the Delphi Training Taskforce to retrain our sister property in Cairns as well as updating OS standards and procedures according to company standards. I received three weeks’ notice to identify key areas of concern within the sister property and develop a one week, face-to-face training program Due to the escalating COVID-19 situation, one week prior it was decided that conducting in-person training in Cairns was no longer suitable, and the program needed to be conducted virtually. Additionally, I was tasked to conduct a sister property OS audit to determine areas of concern, create and facilitate a training program to address relevant areas and modify the training program to be facilitated virtually online.

Dedicated to achieving objectives, I firstly communicated with the Head Office Taskforce Lead to generate audit reports and determine key areas of concern to be addressed in training Secondly, I collated Departmental Trainer materials I previously created over the years with Head Office guides and materials to create customised training program targets to address the key areas of concern, including PowerPoint slides, live examples and training activities With one week’s notice to move to a virtual format, I proceeded to liaise with sister property representatives and IT to arrange tools for online Microsoft Teams training program. Positive results were achieved as we conducted successful, virtual training which resulted in significant improvement to sister property entry standards and reduced audit errors Furthermore, I successfully pioneered virtual training within the Shangri-La Group, and based on my experience, I was subsequently tasked by Head Office to create Virtual Training Framework to be further developed and rolled out company-wide.

TARGETED QUESTIONS

Investigations Coordinator | Motor Unit, Financial Crimes Squad, State Crime Command

QUESTION 1:

The effective management and coordination of multiple investigations, with often varying levels of risk and complexity, is a key function of an Investigations Coordinator. How would you ensure this at the Motor Unit?

Throughout my career with the NSW Police Force spanning twenty-four years, I have led a range of complex and protracted criminal investigations at both the PAC and the State Crime Command, which delivers professional policing services to the community of NSW through disrupting, preventing and responding to serious and organised crime. I have provided tactical leadership in relation to numerous Criminal Investigations with varying levels of risk and complexity including sexual assaults, stabbings, robberies, other serious offences including motor vehicle theft, using investigative methodologies and strategies

My capacity to provide effective management and coordination of multiple investigations in the Motor Unit can be demonstrated in my previous contributions whilst managing the Ryde PAC, Proactive Crime Team. As the Team Leader, I directed, mentored and managed a team of twenty-four junior investigators, responsible for running many criminal investigations. In this role, I guided and directed the team to carry out ongoing investigations into a large crew of offenders responsible for over thirty car thefts, mainly via break and enters to steal car keys. Under my leadership and direction, the junior investigators targeted offenders through normal investigative strategies such as fingerprint analysis, canvassing the local area and through proactive measures including bail checks, person searches and police interaction. As a result, the criminal group were dismantled. They were eventually all charged and bail was refused. In NSW, the penalty for stealing a motor vehicle carries up to 10-years prison under section 154F Crimes Act 1900 (NSW).

While working as the Investigation Coordinator, Detective Inspector at the Fraud Unit in the Financial Crimes Squad State Crime Command, I managed numerous investigations including a serious organised fraud operation which involved obtaining over twenty cars. Using a strategic approach, I worked diligently to balance the risk to these cars continuing to be stolen by fraud, and their potential use in violent offences to gather evidence for a prosecution, i.e. disruption vs prosecution. Positive outcomes were achieved as the offenders were successfully arrested and charged, ceasing the criminal syndicate. While the Strike Force was known as SF ONSITE was a top priority for the investigative team, I simultaneously managed other Strike Forces being investigated and I successfully ensured they were all appropriately staffed. As I determined that SF ONSITE presented the greater risk, this was prioritised

In my substantive position as Officer in Charge of SF TRONTO (Perinal Bushfire SF), I have led and managed several investigations generally on serial bushfire lighting offenders, which have resulted in several people charged over the past year. When carrying out these types of investigations, I have utilised my high-level risk management skills to make strategic decisions using sound judgment which allow the offences to potentially continue until we obtain sufficient evidence to charge the offenders. In these instances, I carefully weigh up any risks to public safety and ensure al required contingencies are put in place with firefighting authorities such as Fire and Rescue NSW and NSW Rural Fire Service to optimise safety whilst striving to achieve prosecutions.

QUESTION 2:

Demonstrate how you have leveraged on your professional relationships with internal or external stakeholders to deliver an efficient and effective operational outcome.

Since the commencement of my career with NSW Police Force in December 2000, I have established, maintained and leveraged professional relationships with internal teams including other districts, State Intelligence Commands, Deputy Commissioners as well as external stakeholders including the Australian Federal Police, Fire and Rescue NSW, NSW Rural Fire Service and other agencies. I collect, analyse and disseminate intelligence related to high-volume crime, serious crime, organised crime, major events and public order, working closely with other law enforcement agencies and partners to ensure the effective sharing of information and intelligence.

In my current role as Detective Sergeant Arson Unit, I have been actively involved in negotiations between the NSW Police and Rural Fire Service (RFS) on two Memorandum of Understandings (MoU) in relation to (i) investigation of fires and (ii) information sharing. Additionally, I manage the RFS Liaison Officer who is embedded within my office during the bushfire season. Working collaboratively, we ensure information flow and keep updated with current trends in fire/arson and newly identified hot spots to identify potential new serial arson offenders. Whilst working with the RFS Liaison Officer, focused on delivering effective operational outcomes, I have identified several serial arson hotspots which has led to the successful arrest of offenders.

Additionally, I played an instrumental role as a key member of the working party between the Arson Unit and NSW State Coroner to develop the new Coronial reporting criteria for fires in NSW. This was successfully developed and subsequently I prepared a report to the NSW Police Executive to endorse the new reporting criteria into the NSW Police Handbook i.e. Master Policy Document. I re-wrote the Fire Section of the handbook to be more contemporary and assisted Police Commands in fire investigation. These initiatives were all endorsed and successfully adopted by the Executive into the NSW Police Handbook.

While relieving as the Investigations Coordinator, Detective Inspector at the Fraud Unit, Financial Crimes Squad for five months, I participated in MoU negotiations with ASIC which was already partially underway. Furthermore, I participated in monthly meetings and information sharing with ASIC, contributing as the NSW Police single point of contact with ASIC and managed the formal information sharing between the two organisations. Moreover, I utilised an influential approach to negotiate access to the Australian Financial Crimes Exchange (AFCX) for the Financial Crimes Squad, which is a database of fraud information on offenders and accounts. Positive outcomes were achieved as we obtained access to AFCX, which aided in crucial information gathering for the Financial Crimes Squad.

In the majority of my investigative and leadership roles over the past two decades, I have coached and mentored colleagues, providing guidance, advice, support and feedback. In many cases staff members were recently transferred from another PAC and were unfamiliar with the process adopted at State Crime level, and complexities involved in investigations. I ensured that staff were aware of the mandate of the unit and responsibilities when responding to investigations by providing support and directing them to information.

TARGETED QUESTIONS

Assistant Curator, Contemporary Australian Art | Art Gallery of NSW

QUESTION 1:

Provide an example of when you have worked in a collaborative environment on a curatorial project of contemporary Australian art that required multi-tasking and varied responsibilities. Please provide details of how you showed initiative and managed your workload to ensure deadlines were met. (300 words)

In 2015 as Gallery Manager, I worked collaboratively with the Director to plan and curate 30 Years, 30 Artists, 30 Works which was a retrospective exhibition to commemorate the 30th anniversary of Brenda May Gallery featuring 30 artworks by contemporary Australian artists. Over a 6-month period, I conducted in-depth research in the gallery archives which entailed compiling the entire exhibition history of the gallery and a master list of all exhibited artists. Drawing upon the research, we curated the exhibition and selected significant artworks. The exhibition brief was based on 2015, the 30th year of Brenda May’s career as Gallery Director from Access Contemporary Art Gallery in Balmain, Forest Lodge, and Redfern, to Brenda May Gallery here at Danks Street.

I diligently sorted through archives to create a retrospective exhibition featuring one work to represent each year as a celebration of the many artists’ careers the Gallery has fostered. Playing an instrumental role in managing this significant project, I was tasked to coordinate the end-to-end curation of the exhibition in addition to researching, writing, designing, and publishing a catalogue. The catalogue illustrated all artworks in the exhibition and included biographies of each represented artist, whilst also documenting the entire history of the gallery with photographs and text. I independently developed the catalogue, which comprised 44 pages, 104 illustrations, 3 essays, 15 biographies and I commissioned previous gallery employees to write 2 of the essays. Maintaining a high level of planning and time management through all stages using Outlook reminders, daily tasks lists and a constant review of scheduled work, I coordinated the exhibition logistics, including artwork delivery, installation, cataloguing as well as catalogue production. Communicating with various stakeholders such as artists, their representatives, and private collectors to arrange for loans and freight was crucial to the success of the exhibition.

QUESTION 2:

Discuss an exhibition of contemporary Australian art that you have worked on and describe how you determined the theme and content. Provide details on how you worked with artists or external colleagues and collaborators on delivering the project’s objectives. (300 words)

During my PhD (Art Theory) at UNSW in 2018, I developed a theme of an exhibition in response to my PhD thesis; ‘Gastronomic Body: sensory and sociocultural dimensions of food art (87,317 words).’ The exhibition was part of my research methodology to explore the ways sensory experience can bridge the temporal dimension of perspective (past/present), with Chapter 3 of my thesis (Chapter title: Tasting the Past, Sensing the Future: Phenomenological Dimensions of Food Art ) concerned with scent and memory. For the exhibition, reminiSCENT, I surveyed contemporary artists initiating multisensory experiences through olfactory encounters. The exhibition presented certain logistical challenges. Due to the fact that scent is a gaseous material with no fixed boundaries, I worked collaboratively with colleagues and artists to problem-solve display solutions.

It was imperative to contain the scents to keep them from overlapping and interfering with one another, and we strategically designed the exhibition layout to generate space between the artworks. In addition, artists developed customised vessels, and we employed glass cloches in order to contain the scents. For external stakeholders, reminiSCENT offered an environment for the prolonged study of certain participatory and time-based characteristics of olfactory artwork with the exhibition catalogue and didactic materials serving as tangible research outputs. reminiSCENT also featured artworks by artists pursuing their own doctoral studies. We collected data and audience surveys for one artist, and their participation in the show represented an opportunity to develop, test, and exhibit their practice-led research. In stark clear contrast to our increasingly digitised, screenbased world where the emphasis is on visual communication, this exhibition demanded the presence of the viewer as an active participant. The artworks in this exhibition successfully privileged the sense of smell over that of vision and emphasise memory as understood through bodily engagement and engaged a number of dialectics.

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