Systems, Support & Digital Workflow Coordinator - TIDE Training, Somerton
January 2010 - March 2019
In this role, I served as a collaborative technologist and primary driver for digital transformation within a medium sized training environment. I specialized in bridging the gap between legacy operational hurdles and modern, automated workflows to ensure the business remained competitive and scalable. By partnering closely with executive leadership, I successfully balanced rigorous cost-management with the need for high-performance, intuitive cloud systems.
Highlights
Operational Digital Transformation: Facilitated the transition from legacy systems to Microsoft 365 and cloud-based student records, effectively reducing data errors from 30% to less than 1% and liberating valuable time for educators to reinvest in student success.
Collaborative Workflow Architecture: Guided cross-functional teams in the implementation of CRM and document management systems, creating a unified framework that significantly enhanced sales development and real-time reporting capabilities.
Technical Mentorship & Literacy: Partnered side-by-side with trainers and administrative staff to elevate digital literacy, providing the hands-on support and rewritten work instructions needed to eliminate operational bottlenecks.
Accountability System Design: Engineered automated reporting and exception systems that increased task visibility and completion rates, empowering teams with the data-driven clarity required to maintain high standards of performance.
Stakeholder & Vendor Alignment: Acted as a strategic liaison between outsourced providers and internal team leads to ensure technical tools were perfectly aligned with staff needs, while negotiating service contracts to reduce business costs by approximately $300k annually.
Skills
Business / Transformation Coaching, Digital Transformation Strategy, Change Management & Implementation, Workflow Automation, Microsoft 365 & Cloud Ecosystems, CRM Administration & Sales Funnels, Data Quality & KPI Reporting, Strategic Budget Management, Operational Process Engineering, Cybersecurity & Compliance, Executive Mentorship
Key Strategic Pillars & Impact
1. Operational Digital Transformation
The Challenge: Transitioning a paper-based business using legacy client/server platforms into a modern, scalable operation.
The Action: Facilitated the migration from Windows NT/Exchange to Google G-Suite and eventually to Microsoft 365 and cloud-based student record systems.
The Result: Successfully reduced data error rates from 30% to less than 1% as defined by government reporting standards. This transformation helped grow the business from a $80k annual turnover to $4.2M.
2. Collaborative Workflow Architecture
The Challenge: Managing complex workflows across four sites in two states while ensuring compliance with the Australian Training Quality framework.
The Action: Evaluated and implemented a full CRM suite and document management environment that allowed multi-skilled teams to work simultaneously across various locations.
The Result: Created a unified framework that exposed gaps in the sales process and provided the platform necessary to manage business development staff effectively.
3. Technical Mentorship & Literacy
The Challenge: Overcoming "onboarding friction" and low digital confidence among trainers and administrative staff during major system shifts.
The Action: Worked side-by-side with internal teams to rewrite work instructions and provide hands-on coaching to improve digital literacy and tool adoption.
The Result: Improved team digital confidence and reduced operational bottlenecks by ensuring staff were proficient in new operating software and processes.
4. Accountability System Design
The Challenge: High demand for perfection in execution within a price-sensitive market where individuals were often "time poor".
The Action: Engineered automated reporting and "exception systems" that flagged incomplete KPI actions and tasks not completed to the required standard.
The Result: Automated over 3,500 tasks per week, freeing staff from mundane admin work to focus on client service and increasing overall task visibility.
5. Stakeholder & Vendor Alignment
The Challenge: Reducing business costs while upgrading infrastructure and services across multiple regional sites.
The Action: Acted as a strategic liaison between outsourced providers, internal IT departments, and management to negotiate service contracts and align tools with staff needs.
The Result: Negotiated contracts and streamlined operations to reduce annual business costs by approximately $300k, primarily by reducing the need for excess staff.
Lesson Learned
True digital transformation is 20% technology and 80% people. You can engineer the most sophisticated automation workflow, but if you don't co-create those systems with the frontline teams who use them, the 'efficiency' remains theoretical. Real growth happens when you lower the friction for the person doing the work, turning technology from a hurdle into a superpower.
Skills Expanded
Strategic Leadership & Transformation
These skills validate my abilities to lead and consult at an leadership level:
Digital Transformation Strategy: Modernizing legacy operations into cloud-based, scalable ecosystems.
Business & Transformation Coaching: Guiding teams through the psychological and technical shifts of new tech adoption.
Change Management & Implementation: Successfully rolling out national-scale projects with minimal disruption to daily operations.
Advanced Automation
These are the "hard skills" that prove how I achieve the results mentioned above:
Workflow Automation: Designing low-code solutions using Power Automate and Zapier to eliminate manual admin.
Process Engineering: Redesigning work instructions and operational flows to incorporate automated triggers and actions.
Operational Intelligence & Data
These skills link my technical work towards Operational Intelligence and the "bottom line," which is essential for business consulting and coaching:
Data Quality & KPI Reporting: Engineering "exception reporting" to ensure 99%+ data accuracy and performance visibility.
CRM Administration & Sales Funnels: Architecting sales pipelines to track leads and improve conversion rates.
Power BI & Data Visualization: Translating complex datasets into actionable executive dashboards.
Technical Ecosystems & Mentorship
These skills link my technical work:
Microsoft 365 & Cloud Ecosystems: Expert-level management of SharePoint, Azure, Entra, and the full M365 suite.
Executive Mentorship: Serving as a strategic partner to leadership and executive teams to align tech budgets with business goals.
Cybersecurity & Compliance: Ensuring data integrity and system security across distributed workforces.
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