About
Dilan's path runs from IT support through application and systems administration to workflow automation — supporting Microsoft 365, Salesforce/CRM, and networking environments for organisations, most recently as an Application Specialist at a registered NDIS provider.
Experience
Mar 2025 – Present
Application Specialist – Digital Services
Autism Association of Western Australia (Registered NDIS Provider)
Owns application administration across Salesforce, SharePoint, and Microsoft 365 for a registered NDIS provider, from user access and reporting to Power Automate workflow builds.
- Level 1–2 support across Salesforce, SharePoint, and Microsoft 365
- Administers Salesforce user access, permission sets and profiles, and page layouts, and writes SOQL for reporting
- Designs and maintains Power Automate flows for form-to-system integrations and document generation
- Manages SharePoint sites and document libraries
- Owns application admin end-to-end — access, configuration, patching, and security updates
- Collaborates with service desk, security, and networking/infrastructure teams
- Supports upgrade and integration projects
- Liaises with stakeholders and vendors
- Business Applications & CRM
- Microsoft 365 & Cloud Administration
- Workflow Automation & Process Improvement
Nov 2023 – Dec 2024
Specialist, Complex AML/KYC Remediation
Perth Mint (Gold Corporation)
Handled complex AML/KYC remediation casework for Perth Mint, combining CRM testing and data migration with sensitive-document management.
- CRM system testing and data migration, ensuring reliability and data integrity
- Resolved technical and operational inquiries via email and phone
- Managed sensitive documentation in the EDRMS
- Communicated technical concepts clearly to internal and external stakeholders
Dec 2022 – Nov 2023
Customer Relationship Specialist
Perth Mint (Gold Corporation)
Verified customer documentation against compliance policy and maintained accurate tracking records in a customer-facing compliance role.
- Reviewed and verified customer data and documentation against policy and compliance criteria
- Maintained accurate tracking metrics and records
- Interpreted and processed documentation per compliance guidelines
May 2020 – Aug 2022
IT Support Engineer
Synergy Lanka Trading AI Pvt Ltd
Provided IT support across software rollouts and hardware/software troubleshooting, with technical documentation that cut recurring ticket volume.
- Supported software rollouts and feature releases with minimal disruption
- Root-cause troubleshooting of system errors
- Remote desktop support across software and hardware issues
- Authored how-to guides and technical documentation, reducing ticket volume
- Networking & Infrastructure
Oct 2014 – Dec 2015
IT Support Officer
Bansons Pvt Ltd
Delivered hands-on hardware and software troubleshooting to minimise user downtime.
- Technical support and troubleshooting for hardware and software, minimising downtime
- Assisted users with prompt, practical solutions