John Hemaloto Email & Phone Number

Brisbane City, Qld, Au

Brisbane, Queensland, Australia

Brisbane, Australia

Brisbane, Australia

 Shouldered accountability to provide support for the Roman Catholic Archdiocese within the Brisbane Region for its Parish’s and Support services.  Dealt with the Archbishop in person to childcare staff. Provided 1st/2nd line technical support to customers – taking enquiries by phone and email. Dealt with problems for hardware, such as servers, computers and printers, and software programs, such as Microsoft Office. Asked probing questions about the problem and explained possible solutions. Dealt with common or basic technical issues and used automated diagnostic programs to solve network problems. Updated knowledge bases with details of common problems which customers can view online. Used helpdesk software to log calls with descriptions of issues, progress and solutions. Passed calls to a team of upper line support analysts if the problem is more complex. Arranged for a technician to visit the customer if a problem can’t be solved over the phone or by email.

Sydney, Australia

Responsibilities:  Provided on-site IT support to British American Tobacco Australia based in Sydney. Organised social events and team lunches. Delivered on-site support for National Sales Centre users and phone support for users based at other offices and mobile sales representatives throughout Australia, New Zealand and the South Pacific Islands. Rolled out updates to major software packages, supported update of Windows and Microsoft Office, and gave general office support, fixing printer issues, connection issues, and troubleshooting problems that require higher support action. Setup wireless network, printer, projectors and teleconferencing equipment and provided support for business conferences and afterhours onsite support at factory as in when needed. Handled troubleshooting of AV setups and contacting support if required. Guided users on how to use hardware and software and trained new team member. Rebuild user laptops and maintained a supply of prebuilt laptops to enable quick turnaround.Highlights: Effectively provided support for users based throughout Australia, New Zealand and the South Pacific Islands.  Implemented upgrades and provided on-site support for both the office staff and state sales representatives by making several visits to Australian state sales offices. During national conference, fixed large numbers of mobiles sales representative laptops. Successfully upgraded and changed company’s mobile phones from blackberry to Android and Apple devices. Acted as a team leader for 2 months and attended IT team management meetings in the absence of manager.

Sydney, Australia

Responsibilities:  Carried out day-to-day team management - organized shifts, provided team direction and support, etc. Reported monthly PIR & call statistics and monitored calls and ongoing training of analysts. Attended and participated at weekly CAB meetings. Looked after recruitment and training of new analysts and the performance management of underperforming analysts. Answered calls and provided first level support over the phone and by connecting remotely to the user’s PC. Liaised with second level support teams to follow up the status and resolution of issues. Built and configured laptops and PCs. Created and maintained process and Helpdesk knowledge base documentation. Logged all calls in the Remedy ticketing system and also Fujitsu’s global web based system.Highlights: Provided exceptional support to British American Tobacco users based throughout Australia, New Zealand and the South Pacific Islands.  Stepped in as team leader when the team leader was seconded to a project role. Efficiently provided subject matter expert support for the Service Desk Transition. Achieved over 70% first call fix rate at The British American Tobacco IT helpdesk.

Auckland, New Zealand

 Provided onsite support for a number of IT projects and clean-up activities.  Liaised with business users and updated processes and documentation. Participated in discussions, sessions and workshops pertaining to the system. Assisted Project Team with various data-gathering activities and requests and meet established deadlines for providing information. Answered questions from the IT Project Team related to systems and/or business processes.