Maria De Sensi
Melbourne,VIC
Summary
Dynamic Administration Support Co-ordinator at the Victorian Building Authority, adept at compliance management and documentation control. Successfully streamlined operations, enhancing productivity through meticulous organization and attention to detail. Proven ability to manage high-volume data and provide exceptional customer service, ensuring timely responses to inquiries and efficient document processing.
Overview
25
25
years of professional experience
Work History
ADMINISTRATION SUPPORT CO-ORDINATOR
Victorian Building Authority
01.2023 - 03.2025
- Collated documentation for over 300 buildings containing 100s of documents each from Content Manager, Salesforce and SharePoint databases to send to Municipal Councils.
- Drafted letters to send to Property Managers seeking compliance documents.
- Managed incoming electronic documents including splitting PDFs and filing into Content Manger. Applied security settings to over 300 folders in Content Manager to enable and restrict access as required.
- Created files and folder structures in Content Manager and SharePoint.
- Created over 300 Building briefs, Building summaries and Revocation checklists.
- Date validation between Salesforce, Permit Levy System legacy database and MS Excel over 10,000 high priority detached Occupancy Permits and Certificate of Final Inspection records.
- Saved thousands of Detached Permits records into SharePoint.
- Monitor and manage mailboxes, categorise and escalate emails to team members, respond to enquiries.
- Managed administrative duties to streamline operations and improve productivity.
- Provided administrative support and assistance to the Department
ADMINISTRATIVE PROJECT OFFICER
Department of Health
06.2022 - 09.2022
- Provide administrative support to Senior and Team Managers
- Take minutes for various meetings
- Monitor Immunisation Inbox: escalate urgent queries to relevant team members
- Maintain and file documents in TRIM
- Adhoc administrative duties as required
ADMINISTRATIVE PROJECT OFFICER
Department of Health
06.2021 - 06.2022
- Review handover from previous shift to identify outstanding actions and timelines
- Attend huddles and liaise with Operational Leads overseeing shift for ad hoc requests, meetings, or tasks
- Manage information requests and correspondence through the Shared Mailbox
- Review all HQU invites, meetings and distribution lists to ensure personal lists are up to date
- Liaise with systems providers and support services to ensure team member have access to Payroll/OurService
- Manage HQU roster allocation spreadsheet and other rosters
- Take minutes for various meetings
- Agenda and meeting administration filing into TRIM storage
- Manage on-boarding and off-boarding staff
- Procurement of equipment for staff
- Provide general advice on employee’s entitlements
- Create instructional guidelines for new processes
- Maintain updated resources folders and documents to ensure staff accesses the latest information
PROGRAM ADMINISTRATOR
Department of Jobs Precincts and Regions
04.2021 - 06.2021
- Processing various grants including Get Active Kids Voucher Program, COVID-19 Grants Test Isolation Payment Program, Regional Travel Vouchers Program
- Assessing and manual checking of applicant’s ID in Salesforce
- Quality Assurance for Travel Voucher claims e.g., checking duplicate claims
- Endorsing and sending claims for Manager approval in GEMS
PROJECTS OFFICER
Department of Health
01.2021 - 03.2021
- Processing exemption applications within the COVID Exemption Team
- Responding to the community queries in relation to the Victorian Directions with the COVID Directions Team
- Monitoring workflows in Microsoft Planner and Salesforce
- Drafting Permit Assessments using the appropriate templates
- Obtaining documentation to support exemption application
- Checking emails to support exemption applications
- Follow up on documentation with the Physical Distancing Team
- Work on in-complete applications sent back for re-work & resubmissions directed by Business Manager/Team Leader
- Weekly meet ups with Team Leaders & Business Managers reporting & updating for further process improvements
- Implementing and testing changes to Salesforce CRM to ensure the new system and processes are developed in consultation with colleagues across the department, subject to experts, to identify the most appropriate solutions for the future planner to be used at Department of Health
- Trained Project Officers with new process in Salesforce CRM
DATA ENTRY OPERATOR
Fuji Xerox
12.2020 - 12.2020
- Accurately record customer/contractor information on company database
- Follow-up on required documentation within a required timeframe
- High volume data entry
- Over 10,000 KPH
DATA ENTRY OPERATOR
Victorian Electoral Commission
10.2020 - 11.2020
- Input data from ballot papers into VEC software
- Resolve processing problems as they arise
- Verify and log receipts of data
- Strong attention to detail
- Fast and accurate alpha and numeric typing
KNOWLEDGE SPECIALIST
Australia Post
02.2013 - 10.2019
- Identified, created, analysed, and consolidated information used by end-users and 600 support staff within the IT environment
- Constructed 12 knowledge bases, managed almost 5000 articles, and employed KCS principles for effective governance and improvement
- Collaborated in the development and improvement of Knowledge Management procedures and processes.
- Analysed the trends on Knowledge Management and user acceptance testing to improve on the existing customer experience and ensure accuracy
- Liaised and provided support to project managers and internal stakeholders including other business areas for documentation of knowledge bases
SERVICE DESK BUSINESS ANALYST
Australia Post
01.2009 - 01.2013
- Provided support to in-house and outsourced Service Desks and production through solutions analysis of both existing and new business initiatives and changes
- Collaborated with almost 600 resolver groups for IT and the business, vendors, service desks, projects and customers in problem-solving issues and escalations
- Evaluated application tools such as Remedy and myIT databases for IT synchronisation and routing of incident and requests
- Configured, managed, and provided support of VU-ACD application for Customer Contact Centre and Voicemail for VIC/HQ clients
- Ensured that Remedy licences were fully utilised by managing and controlling them for 700 fixed and floating licences
TECHNICAL OFFICER
Australia Post
01.2007 - 01.2009
- Coordinated with all retail stores across Australia ensuring their full operational capacity whilst maintaining customer satisfaction
- Created the latest version of software packets in DMS and distributed them including the current exchange rate to all retail stores
- Ensured that all retail stores were loaded with the latest version of software and tables by checking software/load reports on a daily basis
- Acknowledged, investigated and problem-solved alarms in NMS regarding banking, stock management, RAF, and back-ups
- Set up bank registrations, entered necessary information, and notified agencies and financial institutions as part of communication and coordination
- Addressed customer complaints and other concerns within the prescribed scope of service domain
PAYROLL OFFICER
Australia Post
01.2000 - 01.2007
- Processed payments of employees by directing the production and issuance of pay checks or electronic transfers to bank accounts to facilitate payment of wages
- Prepared reports by compiling summaries of earnings, taxes, deductions, leave, disability, and non-taxable wages to be forwarded to management
- Collaborated with the various finance and accounting teams and initiated the timely preparation of the financial statements on a monthly basis for completion of work
- Created an accurate employee record to determine the employees’ basic rates and penalty pay rates
- Calculated and prepared authorised payments weekly, and superannuation reports and payments on a quarterly basis
- Liaised with staff regarding their entitlements and pay-related concerns as well as update of their employment status, salary changes and division transfers
- Dealt with and check bank-related matters such as monthly reconciliation of every bank account, bank deposits to update records
Education
Associate Diploma - Secretarial & Administrative Studies
Northern Metropolitan College of TAFE
Knowledge Centric Principals -
HDAA (Help Desk Association Australasia)
ITIL Foundation Certificate - IT Service Management
The Chartered Institute for IT
Business Writing Skills -
Australian Institute of Management
Communication and Customer Service Skills - for IT Professionals
Dimension Data
Time Management -
Dimension Data
Skills
- Office administration
- Application support
- Compliance management
- Customer service
- Problem solving
- Communication skills
- Organizational skills
- Time management
- Attention to detail
- Documentation and recordkeeping
- Documentation and control
- Email correspondence
References
Available upon request
Attributes
- Exemplary work ethic; high degree of diplomacy and professionalism.
- Excellent organisational, planning and time management skills with the ability to keep within timescales.
- Customer-focussed with superior problem solving and decision-making abilities.
- Communicator, innovator, and motivator with the ability to influence and negotiate with internal and external stakeholders.
- Highly analytical and detail orientated with continuous improvement mindset.
- Ability to flourish with minimal guidance in a fast-paced environment, be proactive, and handle uncertainty.
- Committed to the success of the organisation and its employees.
Timeline
ADMINISTRATION SUPPORT CO-ORDINATOR
Victorian Building Authority
01.2023 - 03.2025
ADMINISTRATIVE PROJECT OFFICER
Department of Health
06.2022 - 09.2022
ADMINISTRATIVE PROJECT OFFICER
Department of Health
06.2021 - 06.2022
PROGRAM ADMINISTRATOR
Department of Jobs Precincts and Regions
04.2021 - 06.2021
PROJECTS OFFICER
Department of Health
01.2021 - 03.2021
DATA ENTRY OPERATOR
Fuji Xerox
12.2020 - 12.2020
DATA ENTRY OPERATOR
Victorian Electoral Commission
10.2020 - 11.2020
KNOWLEDGE SPECIALIST
Australia Post
02.2013 - 10.2019
SERVICE DESK BUSINESS ANALYST
Australia Post
01.2009 - 01.2013
TECHNICAL OFFICER
Australia Post
01.2007 - 01.2009
PAYROLL OFFICER
Australia Post
01.2000 - 01.2007
Associate Diploma - Secretarial & Administrative Studies
Northern Metropolitan College of TAFE
Knowledge Centric Principals -
HDAA (Help Desk Association Australasia)
ITIL Foundation Certificate - IT Service Management
The Chartered Institute for IT
Business Writing Skills -
Australian Institute of Management
Communication and Customer Service Skills - for IT Professionals
Dimension Data
Time Management -
Dimension Data
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