Sam Yapa Email & Phone Number

Melbourne

Melbourne Airport

Achievements• Won the "Employee of the Year 2017- Australia” award• Ability to implement IT policies and procedures using ITIL based framework not limited to SLA/ Escalation matrices, Call handling/ Onsite/Offsite Hardware/ Application support procedures, MIM Process, PM process. • Ability to resolve Incidents and service requests within the service level agreement.• Ability to document fixes and solutions for incidents and publishing them as Knowledge articles.• Ability to… Show more Achievements• Won the "Employee of the Year 2017- Australia” award• Ability to implement IT policies and procedures using ITIL based framework not limited to SLA/ Escalation matrices, Call handling/ Onsite/Offsite Hardware/ Application support procedures, MIM Process, PM process. • Ability to resolve Incidents and service requests within the service level agreement.• Ability to document fixes and solutions for incidents and publishing them as Knowledge articles.• Ability to cope and handle issues responsibly with clients.• Ability to manage several incidents and service requests at once• Ability to go the extra mile and achieve a high level of customer satisfaction.Duties include• Managing IT Infrastructure with Windows 7 and 10/Mac based Hardware/ Software/ OS, Network based Accessories, • Implementation and testing of BCP/DR systems• Interstate IT support and International support• Liaising with multiple vendors for efficient service delivery including Telstra, TCS, Skywire, Amadeus, Jetstar • 24x7 on call support• Appsense user Account management• Profile issues• O365 installation and troubleshooting • Airline related systems including legacy systems• Network Issues• AD/SCCM• Symantec Anti-Virus / Sophos• Building and installing computers, Apple Macs and laptops for new Qantas staff• Involved with Onsite Projects and roll outs between Fujitsu and Qantas Show less

• One of the two onsite Engineers who managed the entire IT system in Melbourne. Including Incident/ Problem/ Request management.• Daily routines such a server-backups, restorations, offsite storage• All server related maintenance activities including user account management, monitoring, installation and restoration, etc.

• Reported directly to Head of IT. • Managed IT Helpdesk Operations, Systems and Network teams on ITIL based framework. Teams size was over30.• Managed State-of-the-art IT Infrastructure with 1300 Windows based desktops, Windows servers, accessories, Network based Access control, CCTV, UPS, Environment monitoring systems. • Represented as the ISO for all company audit requirements including SOX, ISO2700, Software Asset/License Management. Patch compliance.• Corporate IT… Show more • Reported directly to Head of IT. • Managed IT Helpdesk Operations, Systems and Network teams on ITIL based framework. Teams size was over30.• Managed State-of-the-art IT Infrastructure with 1300 Windows based desktops, Windows servers, accessories, Network based Access control, CCTV, UPS, Environment monitoring systems. • Represented as the ISO for all company audit requirements including SOX, ISO2700, Software Asset/License Management. Patch compliance.• Corporate IT infrastructure budgeting, design, procurement, installation and maintenance. Multi-vendor management with underpinning contracts including SLAs and charge-back systems. Show less

• Managed the 24x7 Global Service Desk • Maintained the IT support agreements with SITA, MARS/MACS, (Mercator), Galileo and Sabre.• Plan, Administer, Manage Enterprise Workflow Management System (EWFMS) for acquisition, development, maintenance of Hardware and software• Monitoring of the performance of third party service providers vis-à-vis Service Level Agreements/underpinning contracts. • Global IT Performance reporting including IT Dashboards, Service Improvement strategies… Show more • Managed the 24x7 Global Service Desk • Maintained the IT support agreements with SITA, MARS/MACS, (Mercator), Galileo and Sabre.• Plan, Administer, Manage Enterprise Workflow Management System (EWFMS) for acquisition, development, maintenance of Hardware and software• Monitoring of the performance of third party service providers vis-à-vis Service Level Agreements/underpinning contracts. • Global IT Performance reporting including IT Dashboards, Service Improvement strategies (CSIP). Show less