Experience

Cr8 Impact

• Business Consulting and Services
• 1 - 100 Employee

• Information Technology Consultant

  • Jan 2020 - Present



World Vision

• United Kingdom
• Non-profit Organizations
• 700 & Above Employee

• ICT Manager to World Vision PTL (Papua New Guinea, Solomon Islands, Vanuatu & Timor Leste

  • Apr 2015 - Jan 2020

  KEY RESPONSIBILITIES:Project Planning:Is the Region’s point person for project planning and requirements phases for local and global projects.Service Desk:Responds to Level 2 support and works with vendors and/or IT staff on Level 3 support.Oversees updates on issues to ensure satisfaction and productivity.Works with vendor or Regional technical support personnel on solutions for clients.Client Technology Support:Plans and schedules the installation and deployment projects in accordance with global plans.Leads the planning, building, upgrading, and maintenance of NO and ADP technologies.Technical Support:Diagnoses and resolves workstation and mobile device hardware and software issues.Coordinates the resolution of escalated application, hardware and software problems.Security:Ensures adherence to the integrity controls, regulations, and guidelines.Makes recommendations and changes as appropriate.Inventory Management:Oversees IT inventory for all IT equipment and/or software in accordance with global procurement policies and procedures.Service Level Management:Collaborates in the development of service-level objectives.Makes recommendations to approve performance and satisfaction metrics.Service Improvements:Monitors key section metrics (quality measures, satisfaction ratings, service level objectives, etc.) against plan and adjust processes as appropriate.Recommends solutions to common problems and updates frequently asked questions documentation.Testing:Coordinates testing with IT groups.Training:Identifies employee training needs based on common problems.Provides training to less experienced technical support staff and end users on usage of software and equipment.Documentation:Oversees the modification of documentation of issue resolutions within the Knowledge Base.Regional lead for maintaining manuals/guides for new products.Coaching/MentoringMentors less experienced staff in multiple areas of expertise Show less

• ICT Business Partner - World Vision Timor Leste

  • Oct 2011 - Mar 2015

  I) Business & IT Strategy • Implements the ICT Operating plans in accordance to the IT strategy.• Works with business partners to understand business needs. • Manages the development and implementation of IT initiatives to support business strategy.ii) Change Management• Embraces and executes change through frequent, communication to staff and clients about the change and the impact of the change (individual and business).• Coaches staff through the change.iii) Governance• Provides input into demand management process and executes on plan.iv) Enterprise Architecture• Provides input to technology planning within their functional area. • Implements solutions consistent within current context of overall architecture.v) Process Improvements• Implements defined process improvements.vi) Finance• Participates in the development of IT budgets. • Tracks and takes appropriate steps to stay within budget.• Provides high-quality services at optimal cost to customers. vii) Technology Development• Develops and implements technologies to improve the performance of a business efficiency and effectiveness.viii) Service Level Agreements (SLAs)• Participates and provides input to the SLA development process. • Ensures internal SLAs are met.ix) Vendor Management• Provides advice and counsel to the vendor relationship decision-making and contract development processes. • Identifies and confirms performance problems and notifies relevant stakeholdersx) Resource Management• Meets regularly with team to gather work statuses. • Discusses work progress and obstacles. • Provides advice, guidance, encouragement and constructive feedback. • Ensures work, information, ideas, and technology flow freely across teams.xi) Workforce Planning• Identifies the roles, skills and knowledge required to achieve goals. • Ensures staff have the resources and skills needed to support all work initiatives within the assigned function or Center of Competency (COC). Show less

• Information Technology Support - World Vision Timor Leste

  • May 2008 - Sep 2011

  • Installs, configures and upgrades operating system and software using standard business and administrative packages.• Install, assembles and configures computers, monitor, network infrastructure and peripherals such as printers, scanners and related hardware, pulls cables and rewires or direct the rewiring of cables as required for new instillation and office reconfiguration.• Troubleshoots problem with computer system, including troubleshoots hardware and software, network and peripheral equipment problems, make repairs and corrections where required.• Acts as a technical resource in assisting users to resolve problems with equipment and data, staff a centralized help desk to facilitate exchange of information and advice: implement solutions or notifies outsource providers as required.• Assist in instruction staff in the use of standard business and administrative software; including word processing, spreadsheet, lotus notes and database management; provides instructions or written documentation where required.• Consult with managerial, administrative and technical staff to determine information needs, data flows and system definitions.• Design, implement, maintain and repair Microsoft access databases to facilitate the management, access, retrieval, sharing and configuration of data.• Assisting in IT – related equipment purchasing.• Performs other duties of similar nature or level. Show less



East Timor University

• Dili - East Timor

• IT Trainer

  • Feb 2004 - Apr 2007