Alvin Wong
Epping,NSW
Summary
Results-driven analyst with a strong ability to interpret complex data, identify patterns and address issues that inform strategic decision-making. Proven expertise in collaborating with cross-functional teams to analyse business performance, assess risks and implement process improvements that enhance efficiency and service delivery. Skilled in engaging stakeholders at all levels to document requirements and communicate analytical findings effectively, ensuring alignment and understanding throughout the organisation. Equipped with a degree in security studies, adept at critical thinking and problem-solving, consistently delivering actionable insights to optimise business processes and systems.
Overview
8
8
years of professional experience
Work History
IT Business Analyst
St John Ambulance Australia (NSW)
Macquarie Park, NSW
03.2024 - Current
- Business Analyst specialising in enterprise-grade solutions through Dynamics 365, Power Platform and Azure. Focused on creating solutions to help improve the customer experience and operational efficiencies. Awarded the "Staff of the Year" award in 2024.
- A few of my accomplishments include developing a platform where customers can book their first aid training online, thus improving the experience for customers and reducing the administrative process required, developing a solution for the Cadet Program which is an online payment portal utilising the Bpoint payment gateway, and finally developing the Client Hub, which is a platform specifically tailored to serve high-value clients with the aim of improving self-service capability and client relationship management.
- Managed the JobReady and SAP integration by leveraging Azure API Management and Azure Service Bus to enable secure, scalable and reliable exchange of data between platforms. This helped in streamlining data exchange, eliminating the need for manual processing, thus improving operational efficiencies.
- Worked with Dynamics 365, Power Pages, Power Automate, Azure Logic Apps and Bpoint payment gateway within the digital transformation programme of the organisation.
Events Operations Officer (Volunteer)
St John Ambulance Australia (NSW)
Glebe, NSW
06.2020 - Current
- Results-oriented Events Operations Officer with considerable expertise in managing volunteers, logistics and events for the busiest events service in NSW. Managed over 220 events in 2025.
- Skilled in customer relationship management, strategic resource management and stakeholder relations. Proven ability to manage events safely and effectively via effective operations management, compliance management and working with clients, volunteers, emergency services and other external agencies.
- Recognised for juggling multiple objectives, developing positive stakeholder relationships and ensuring high quality in service delivery.
Technical Application Specialist
St John Ambulance Australia (NSW)
Burwood, NSW
09.2021 - 03.2024
- As a Technical Application Specialist, I contributed to the large-scale implementation of new enterprise systems and digital transformation efforts. Involved in the implementation of an enterprise-wide migration from Salesforce to Dynamics 365, performing various tasks including requirements gathering, translation of business needs into system configuration, as well as facilitating the successful implementation of the new system throughout the company.
- Managed various projects related to the Dynamics 365, JobReady, SAP and Salesforce integration and data migration. Applied SQL to explore and fix integration problems between Salesforce and SAP Business One, making sure that data is accurate and that there are no problems related to data integration.
- Worked on the data migration using SQL as one of the methods. Provided assistance during system testing, user acceptance testing (UAT) and integration testing to make sure that the product is ready for use. Conducted end-user training and provided support to increase users' familiarity with the product.
IT Support Officer
St John Ambulance Australia (NSW)
Burwood, NSW
02.2020 - 09.2021
- Delivered first line support to all areas of the organisation with regard to troubleshooting a variety of technical issues in person, by telephone and using remote desktop support systems. Provided crucial point of contact services to end users and ensured incidents were captured, logged, assigned a priority and then resolved within SLAs.
- Worked directly with end users to identify, resolve and fix their technical problems to reduce interruptions to business activities and provide positive customer experiences. Worked closely with our external helpdesk service provider to address and sort out complicated technical issues in a timely manner.
- Administered user accounts such as access, role and permission settings to ensure that proper access permissions were provided to users in a secure manner. Managed the device on boarding and configuration processes which ensures end user devices are properly configured and set up for use in business.
- Was involved in rolling out a new external helpdesk service provider and played a vital role in identifying requirements, aligning processes and transitioning to the new external service provider. Supported IT procurement and inventory processes to ensure adequate hardware and software availability.
Customer Service Assistant
Roll'd Australia
North Ryde, NSW
02.2018 - 07.2019
- Experienced in providing customer service in a high traffic and high pressure environment at the food court of a busy shopping centre in NSW. Dealt with a large number of customer contacts and was responsible for managing difficult or angry customers, providing professional and positive service experiences.
- Was responsible for the processing of cash and card payments accurately, thus making sure there were no problems or errors related to payment. Offered advice to customers about various foods served at different outlets, answered their queries and ensured that there was a high level of customer satisfaction.
- Ensured that the service area was clean throughout the day. Helped in managing the stock of food products at the various outlets in order to support efficient service delivery. Developed a wide range of customer service and problem solving skills due to consistently operating in such an environment.
Education
Bachelor's degree - Security Studies
Macquarie University
01-2021
Certificate IV - Leadership & Management
St John Ambulance Australia (NSW)
01-2026
Skills
- Requirements gathering
- Application design
- User acceptance testing
- System validation design
- Stakeholder management
- Customer support
- Performance optimisation
- Support documentation
- IT service management
Languages
English (Native or Bilingual)
Bilingual or Proficient (C2)
Chinese (Mandarin)
Upper intermediate (B2)
Chinese (Cantonese)
Bilingual or Proficient (C2)
Timeline
IT Business Analyst
St John Ambulance Australia (NSW)
03.2024 - Current
Technical Application Specialist
St John Ambulance Australia (NSW)
09.2021 - 03.2024
Events Operations Officer (Volunteer)
St John Ambulance Australia (NSW)
06.2020 - Current
IT Support Officer
St John Ambulance Australia (NSW)
02.2020 - 09.2021
Customer Service Assistant
Roll'd Australia
02.2018 - 07.2019
Certificate IV - Leadership & Management
St John Ambulance Australia (NSW)
Bachelor's degree - Security Studies
Macquarie University
Honors-Awards
- Employee of the Year 2024
- 2025 Meritorious Care Award
- NSW Emergency Response Certificate - Flood 2021
- NSW Emergency Response Certificate - Flood 2022
- 2023 St John NSW Commendation
- St John Service Ribbon - 5 Years