Augustin Marcelo
Melbourne
Summary
Experienced IT professional with a strong background in providing efficient and accurate solutions for end-users and clients. Skilled in troubleshooting, system administration, and delivering exceptional customer support, I bring a combination of technical expertise and a customer-centric approach to every role. Eager to embrace new challenges in IT system administration, I am dedicated to utilizing my extensive knowledge while continuing to grow both professionally and personally.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Operations Manager
Elusive Racing VIC PTY LTD
11.2023 - Current
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Developed strong relationships with vendors & suppliers, resulting in better pricing and improved service quality.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Oversee daily operations of both the front of house and mechanical workshop, ensuring smooth workflow, team productivity, and adherence to safety protocols.
- Manage and fulfill online orders through the WooCommerce platform at www.elusiveracing.com, ensuring accurate inventory tracking and timely delivery.
- Respond promptly to customer inquiries via Meta Suite (Facebook, Instagram) and Freshdesk, providing exceptional service and maintaining customer satisfaction.
- Led the adoption and integration of new software and processes, including Freshdesk, Office 365, and MechanicDesk, significantly enhancing organization, communication, and productivity across the team.
- Upload and create detailed product listings using CIN7 Inventory Management software, ensuring seamless integration with WooCommerce for up-to-date inventory and accurate product details.
- Troubleshoot and resolve any issues with the WooCommerce website to maintain an uninterrupted and smooth purchasing experience for customers.
- Played a key role in driving digital transformation within the organization by implementing several new technologies that streamlined workflows, improved communication, and enhanced efficiency across various departments. Notable contributions included: Office 365 & OneDrive Implementation, Cisco WebEx, MechanicDesk and Freshdesk.
- Manage the company's social media presence across Facebook and Instagram, creating engaging posts, promotional content, and video reels to enhance brand visibility and customer engagement.
- Work closely with global suppliers to ensure consistent stock levels, timely delivery of parts, and competitive pricing for all product offerings.
IT Support Engineer
Ligeti Partners Lawyers
11.2021 - 11.2023
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Delivered remote and on premise Level 1-2 IT Support to 100+ Employees at 4 locations nationally.
- Provides day to day effective service desk support and effectively logs, prioritizes, assigns, tracks and responds to incidents and requests in a timely manner through FreshDesk.
- Triage/resolve Level 1-2 incidents/requests in Office 365 (Exchange, SharePoint, OneDrive, Intune, Teams), Azure, 8x8 Work telephony, Lexis Affinity V10, general ISP/network/infrastructure both cloud and on-prem.
- Performed account administration within Active Directory and Azure AD, managing user access, permissions, and security settings.
- Maintained enterprise solutions supporting a range of operating systems, including Windows 10, iOS, and Android, ensuring compatibility with business applications.
- Gained hands-on experience with Cisco Meraki security appliances, contributing to the network’s security and performance optimization.
- Utilized Veeam Backup & Replication to ensure data integrity and minimize the risk of data loss through reliable backup solutions.
- Managed device enrollment and configuration through Microsoft Intune, deploying Windows 10 and enforcing configuration policies via Autopilot to streamline device management and ensure compliance with company standards.
- Implemented and enforced device configuration policies using Autopilot, allowing for hands-off device provisioning while maintaining compliance with organizational security standards.
- Administered mobile device management (MDM) for iOS and Android platforms, leveraging Intune to deploy, configure, and secure corporate applications across a diverse fleet of devices.
- Managed Endpoint Security by integrating Intune with security solutions, ensuring encrypted devices and secure access to company data across all devices, protecting against potential threats.
- Oversaw the patch management process via Intune, ensuring that all devices across the fleet remained up-to-date with security patches and software updates.
- Administered and optimized Office 365 services, including Exchange Online, SharePoint, OneDrive, Teams, and Intune, ensuring seamless operation across the organization.
- Managed user accounts, permissions, and group policies through Office 365 Admin Center and Azure Active Directory, ensuring proper access control and security compliance.
- Led the configuration and management of Exchange Online, handling mail flow, retention policies, and mailbox configurations to maintain secure and efficient email communication.
- Configured and maintained SharePoint and OneDrive to enable collaborative document management, with a focus on permissions management, file storage, and data security.
- Implemented and supported Teams for team collaboration, ensuring proper configuration of channels, meetings, and integrations with other Office 365 apps to streamline communication and collaboration.
Contact Centre Trainer
13 Cabs
08.2018 - 11.2021
- Maintained subject matter expertise through ongoing professional development opportunities, ensuring the latest industry trends and best practices were incorporated into training content.
- Promoted a culture of continuous learning, encouraging agents to seek out additional resources and self-improvement opportunities.
- Facilitate training sessions, develop appropriate objectives and ensure achievement for same.
- Liaise with management and encourage on-the-job coaching.
- Conduct role-playing activities to develop interpersonal skills.
- Coach and help develop team members; help resolve dysfunctional behaviour.
- Provide the team with a vision of the project objectives.
- Collaborated with other departments to ensure that training programs aligned with business goals and objectives
- Acted as a subject matter expert on contact centre operations and provided guidance to management and other stakeholders.
- Help implement and deploy IPFX telephone upgrade and standardization for over 250 users.
- Maintain updated records of training curricula and material.
Conact Centre Team Leader
13 Cabs
04.2014 - 07.2018
- Led and managed high-performing contact centre teams that consistently met or exceeded performance targets.
- Developed and implemented contact centre processes and procedures to improve efficiency and customer experience.
- Improved contact centre metrics such as first call resolution, customer satisfaction, and average handling time.
- Developed and maintained strong working relationships with internal and external stakeholders.
- Contributed to the development and implementation of contact centre strategies to support business objectives.
- Conducted regular performance evaluations and provided feedback to team members to improve their performance.
- Ensuring compliance with policies, procedures, and regulations related to contact centre operations.
- Analyzing contact centre metrics and using data to identify trends and areas for improvement.
- Leading, managing, and motivating a team of contact centre representatives to achieve performance targets.
Helpdesk Representative
13 Cabs
09.2011 - 04.2014
- Driver Support Channel Operations – assisting drivers with their queries in an effective manner on a daily basis.
- Driver Help Desk Telephone – responding to driver-related enquiries for assistance.
- Supervisor Screen Operation – maintain and monitor the process of cab bookings.
- Handling driver alarms and following up as per guidelines for quick response and resolution to assist in driver safety.
- Contributing to the overall performance of the contact centre, including job rotation throughout positions as well as answering general booking calls and queries when directed.
Customer Experience Operator
13 Cabs
03.2011 - 09.2011
- Provision of timely and efficient service to customers.
- Provide assistance related to bookings and travel enquiries.
- Accurately enter data into MTI TelOp software.
- Adhering to a high standard of customer service at all times.
- Contributing to the overall performance of the contact centre, including job rotation throughout positions as well as answering general booking calls and queries when directed.
Skills
Superior communication skills; demonstrated influence to build/nourish relationships
Knowledge of security protocols and practices
Proficiency in hardware and software troubleshooting, installation, and maintenance
Flexibility and adaptability to changing environments and technologies
Outstanding customer service acumen underpinned by a focus on strategic outcomes
Process the ability and willingness to learn
Technical Skills
Administration Office 365, Microsoft Exchange, Microsoft SharePoint, Microsoft Teams, Microsoft EndPoint Management, Microsoft Intune, PowerShell Scripting, Group Policy.
Operating Systems Microsoft Windows 10, Windows 8, Windows Server, macOS , Linux, Android, iOS
Software Microsoft Office Suite, Adobe Suite, Installation, Debugging, VMware, Oracle VirtualBox, Hyper V, Active Directory, Windows Remote Desktop, Veeam Backup Solutions.
Hardware Assembly, Maintenance, Peripherals, Printers, Drivers, Troubleshooting, Routers, Switches, Servers, Firewalls.
Networks Configuration, Routers, TCP/IP Configuration, Cisco Meraki
Certification
AZ 900 - Azure Fundamentals
MTA 98-365 - Windows Server Fundamentals
Cisco Networking Academy - Cyber Security Essentials
Cisco Networking Academy - Networking Essentials
TAE40116 - Cert IV in Training & Assessment
Languages
English
Native or Bilingual
Timeline
Operations Manager
Elusive Racing VIC PTY LTD
11.2023 - Current
IT Support Engineer
Ligeti Partners Lawyers
11.2021 - 11.2023
Contact Centre Trainer
13 Cabs
08.2018 - 11.2021
Conact Centre Team Leader
13 Cabs
04.2014 - 07.2018
Helpdesk Representative
13 Cabs
09.2011 - 04.2014
Customer Experience Operator
13 Cabs
03.2011 - 09.2011
AZ 900 - Azure Fundamentals
MTA 98-365 - Windows Server Fundamentals
Cisco Networking Academy - Cyber Security Essentials
Cisco Networking Academy - Networking Essentials
TAE40116 - Cert IV in Training & Assessment
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