PNG Recruitment Box

Skills

• Information Technology Support Specialist · System Engineer · System Administrator · Information Technology Help Desk Support · Information Technology Specialist
• Microsoft Azure Office365
• Windows Server Adminstration

Education

Divine Word University - Madang, Papua New Guinea

February 2006 to November 2009 Bachelor of Information Systems

Did a four year degree course in Information Systems, covering topics but not limited to:
* Basic PC Architecture (Hardware and Software)
* Website Development & Spreadsheet Modeling
* Database Development & Linux Administration
* Introduction to Networking & Advanced Network Management
* Structured Programming, Database Design and Web application Development
* Data Communications 1 & 2
* System Analysis & Design
* Project Management, Ethics and Electronic Commerce

Wawin National High School - Morobe Province, Papua New Guinea

January 2004 to November 2005 HSC 12

Experience

Digicel PNG Limited

10/01/2010 to 31/12/2012 IT Graduate Trainee

First job out of university as an IT Graduate under the then Digicel Graduate Program.

Digicel PNG Limited

01/01/2011 to 31/07/2015 IT Helpdesk Specialist

Manning the IT help desk and providing quick and reliable solutions to IT issues, via
email communication as well as over the phone.
 Use of Service Management platform/tool to log all issues from users on a day to day
basis.
 Running diagnostic checks where needed, ensuring IT assets are compliant with specific
group policies, and escalation of issues where 2nd party is need.
 Explaining complex IT issues to non-technical employees
 Identifying and solving IT problems and logging them with service desk ticketing
platform.
 24-7 shift rotation period, ensuring user requests and logged and attended to support on next shift.
 Providing daily/weekly reporting on issues raised/closed/escalated to management.

Digicel PNG Limited

01/08/2015 to 31/07/2017 IT Helpdesk Team Leader

Managed IT Helpdesk Support function, leading a team of 8 support staff, and remotely
supporting 7 regional offices nation wide.
Key functions:
 Ensuring faults/queries and raised and managed within Service Management tool,
ensuring set SLA’s are met by Helpdesk team.
 Maintaining the integral security of office network with local admins and also with
Group IT Admin for Digicel.
 Ensuring all company assets adherence to standard SOE build, with all updated AV and
security patches.
 Managing IT Procurement for IT assets, to generate revenue whilst reducing
overhead costs.
 Liaising with third-party vendors supporting IT functions within company (both internal and external).
 Implementation of IT Policies for end users to adhere to, as well as corporate standards
are met by Helpdesk and as well as by end users.
 Job delegation to IT Helpdesk team and providing support when required by team or
user, with proper escalation processes.
 Review and evaluation of staff performance, conducting weekly/monthly meetings
with team, ensuring team is within set KPIs and targets.

AllcomMCR PNG Limited (Digicel Business)

01/09/2017 to 15/11/2017 Senior Systems Engineer

Second level/Tier 2 support/escalation for all system applications for external clients.
Day to day tasks/duties include:
▪ Data Redundancy (DR) monitoring and checks.
▪ Preventative Measures (PM) for client managed services/environment, BCP testing and implementation.
▪ Office 365 setup and support.
▪ VM Ware Environment support and management.

Hides Gas Development Company

Current employement IT Support Officer

Back-to-Back IT support in a 2-man team, for the Para Camp Site (Hides 4) and Pom Head office, on a Fi-Fo rotation (6 weeks on, 3 weeks off).
Day to day tasks/duties include:
▪ 1st level response for staff, maintaining point of contact for help-desk issues
▪ Remote site support (Juni, Moro and Komo)
▪ IT Asset inventory and management on site and POM office.
▪ Liaising as procurement for IT admin, dealing with local and external vendors
▪ Wired TV; cabling support for LAN networking as well WAN networking
▪ Windows Systems/Servers and Network Administrator (Active Directory Administration and Support,
Windows 2008 R2 Servers, Windows 2012 R2 Servers support and management)
▪ Escalation to 3rd party support for managed services (ISP Issues, hardware issues etc.)
▪ Reporting to CFO and Management on all IT issues associated to cost effectiveness, maximizing productivity/revenue driving options beneficial to company’s growth/expansion.