IT management roles and responsibilities for postal, DCA, land transport & MPABD

Being seconded to DES from EGNC to assist with current and new e-Government projects.My new revised ICT Unit, DES consists of 3 main dimensions:(1) Operation– operational management is the machine house of any business.– responsible for managing infrastructural IT products, their capacity and optimal operation at the back-end.(2) Service and Development– responsible for the delivery of business services to internal customers at the front-end.– responsible for managing and reporting on the standard of services being provided to users.– This include web sites, customer service desks, IT vendor visits, help desks, etc.(3) Project Support– responsible for marketing, business development and planning on existing and new projects for DES.– responsible for managing and monitoring closely on existing and new projects requirements.

MIPAC is a respected, leading Brisbane-based provider of process control, instrumentation and electrical-engineering services and solutions worldwide. It has built up significant industry experience in metals, minerals, pulp and paper, and it has gained experience with a large number of major control systems. As a result, the organisation has forged a formidable reputation as a market expert in Process Control. It aspires to create a collaborative working environment that helps to shape the team culture at large within the organisation.MIPAC has successfully leveraged Enterprise Content Management Systems (ECMS) in order to strengthen the organisation. By harnessing its knowledge-workers’ collective intelligence and making strong use of the data created from users, MIPAC has traded on its transparency as an organisation to encourage trust from its employees. By using a dedicated SharePoint server named MIX (MIPAC Information eXchange) that provides a rich user experience, MIPAC has engaged its employees and created a stimulating user experience. The use of mobile platforms has allowed the employees to work seamlessly from anywhere at any time. By constantly updating and adding new documents, MIPAC employees have managed to make use of new opportunities and technologies as ECMS’s emerge.After MIX was introduced into MIPAC, departments were able to streamline processes and collaborate seamlessly with one another. The move away from separated departments and towards shared corporate content has enabled MIPAC to promote teamwork, support all levels of interaction, encourage and promote the sharing of knowledge and experience, be more staff-focused, provide the capability for quicker responses and increase its ability to manage its information and allow the reuse of existing information.

Striving for excellence in my IT studies. Also trying to survive with lots and lots of assignments and projects!

• Performing preventive maintenance checks on every PC/workstation/server as scheduled and recorded in the Help Desk Management System. Troubleshooting hardware/software issues posed by end-users in line with Service Level Agreements. Additionally, offering remote support via Internet, directly accessing the online system to identify faults and instigating action plans for problem resolution or escalation.• Presiding over systems administration, database administration, maintenance and technical support for:- IT Network Infrastructure- Microsoft products - Windows, Exchange, Firewall, Antivirus, Database, SharePoint, Active Directory, DNS, ISA and Web Servers- News Computer System (ENPS) - SCALA InfoChannel (Digital Signage)- Non-Linear Editing Machines (Apple Final Cut pro, Video Toaster, Leitch NewsFlash and Dayang XEdit)- TV Scheduling System- Office automation system• Ensuring adequate attention to data backup and recovery as well as having a systematic approach to data and document management that is designed to achieve continuous performance improvement as a key part of business continuity and contingency planning.• Conducting IT training to end-users who require familiarization or guidance with using IT hardware and software.• Providing IT support, participating in and handling in-house project events as well as world-class events.• As a member of Interactive digital committee taskforce, being heavily involved in implementing of Digital TV migration for nationwide users.• Working closely and effectively with department leaders and managers to gain approval and signatures for all new engagements and extensions of E-Government projects. Composing and drafting vendor services master agreements/contracts. Maintaining all consultant records and following the progress of the consultants through to completion of the projects.

As soon as I came back from New York, Alif GIS DHY offered me a job. Basically, I deal with Geographical Information System (GIS) by using ArcInfo/ArcView software application that was produced by Environmental Support Research Institute, USA (ESRI). I support the system in Government Survey Department.• Installed, maintained and supported Geographical Information System (GIS) for the Government of Survey Department by using the ArcInfo/ArcView software application that was produced by Environmental Support Research Institute, USA (ESRI). • Produced GIS data based on workflows for mapping, editing, analysing and documenting user’s requirements and workflows.

I went to New York to look for more challenging jobs and gain experience. I worked voluntarily with Permanent Mission of Brunei Darussalam in Manhattan, New York for few months before I get back to Brunei again.• Assisted voluntarily in setting up the IT network infrastructure. Repaired, serviced and replaced parts, boards and equipment for computers. Performed troubleshooting of personal computers and peripheral equipment by identifying problems and providing solutions.• Installed and gave technical training (including demonstrations) on working with Microsoft Windows and maintaining the government financial application system using MS-Access.

• Actively involved in all business operations; managed day-to-day activities of up to service/support employees; and directed administration, sales, customer service and technical-support functions. Formed a proven performance record in business development and expansion that resulted in increased productivity and sales revenue.• Chief negotiator for all proposals, ensuring the best price and service available; presided over all stages from initial contract negotiation to final implementation and on-going operations. Maintained hands-on involvement in marketing, advertising, promotions, public relations and customer support. Successfully negotiated long-term contracts with government agencies, colleges, accounting firms and major corporations.• Oversaw initial system analysis, assessing needs and resolving any issues related to various application design and development; provided design and implementation of LANS/WANs, file servers and workstations; developed end-user training and documentation of system; and provided customer support and service. Became well-versed in the design of networking systems. Supplied back-up and documentation of computer and security systems.• Trained end-users to help them master their knowledge of the system and secure their proficiency in its applications and techniques in record time. Provided clients with company-wide training as needed and requested through systems service and support. Utilized both formal classroom settings and one-on-one personal instruction. Designed and developed the training curriculum and materials used in training clients how to use the networking systems.• Maintained excellent customer service on special requirements and service issues, accommodating customer's special needs requests and needs. Monitored service quality and remained in daily contact with customers to troubleshoot and resolve problems. Successfully resolved questions and concerns

• Focus Computer School is under the franchise of Informatics Computer School Singapore. One of the leading IT education and training providers in Brunei, Focus Computer School offers various computer courses ranging from Pre-Diploma to Advanced Diploma that are awarded by Informatics Academy / NCC and accredited by Brunei Darussalam National Accreditation Council. • Doing part-time job in conducting interactive training for professionals and students in using Microsoft Office products such as MS-Word, MS-Excel, MS-Powerpoint and MS-Access, as IT Trainer.• Identified student needs, gave real task assignments and provided extra assistance, resources and time to ensure all participants understood course concepts and were able to meet rigorous organizational standards.

Later, I was offered by Baiduri Bank as an Analyst/Programmer in IT department. My biggest task was in handling their banking system's upgrade. Here, I had to liase with several vendors from UK, Malaysia and others with respect to bank's system. I also did Y2K (Year 2000) compliant project. • Completed a Y2K compliance project by monitoring servers onsite for 12 hours during the Year 2000 rollover. Conducted pre-rollover maintenance and observed world transitions allowing minor “tweaking.” Y2K rollover proceeded without issue.• Handled ATM network machines and global banking system’s upgrade called “Globus” from Temenos, UK, while its relational database was using “Universe”. Also, provided “Reflection” terminal used by all bank personnels in order to access customer’s account transactions.• Assumed 24-hour on-call responsibility for key projects during implementation phase. Managed, supported and maintained network systems and provided both on-site and telephone support. Maintained and updated security systems as necessary.• Provided backup procedures to ensure hardware/software utilisation was at maximum capacity and to minimize loss of production time to users.

I took on a temporary job in again to support myself. I worked in Group Technology department and deal with service management with the customers as well as supporting the SCB's staff. One of my main task was to ensure the ATM networks within the four district (11 ATMs within the branches plus 5 offsite) is online, always ready to serve the SCB's customer. The biggest challenge for me was in achieving the ISO 9001 certification in Service Management, which I am proud to say the first bank in Brunei to achieve in IT sector.• Maintained the daily activities of the service-line function in order to get users’ computer software and hardware problems investigated and resolved. This was done by:- receiving telephone calls from users at remote branches who were having problems using the computer software and hardware or who were inquiring how to use specific software and by logging these problems into help desk manager; - calling external vendor support to request service regarding defective products and maintaining the proper resolving of problems;- ensuring quick and effective actions were taken to deal with problems reported by users;- preparing monthly statistical reports on problems;- reporting to immediate superior for all matters relating to the day-to-day operation of the service line;- liaising with the business to evaluate the nature of problems and to keep them informed of resolution progress;- liaising with service line functions within other SCB territories or vendors.• Achieved and maintained the ISO 9001 standard in the IT Service Management System by upholding its standard of work-scope procedure. Worked closely with internal and external auditors and reported to my supervisor, colleagues, branch managers and vendors to maintain SCB’s ISO achievement recognition on an annual basis.

• Gained extensive experience with and knowledge of Apple Mac devices; trained Mac users and supported in all aspects of system analysis, design, setup, troubleshooting, maintenance and repair and upgrade. • Worked closely with end-users to analyse current software/hardware requirements; presented programs/hardware to satisfy user’s need; and provided technical support and end-user documentation.• Used diplomacy and tact in all situations to ensure customer satisfaction, promote good will and ensure repeat/referral business.• Became qualified to provide support and service on data- and voice-networking architectures, PC/LAN/WAN technology and database applications.

• Worked voluntarily on the Multimedia Project under the Supervision of Head of Computer Service Centre department for the opening ceremony of the new campus by His Majesty Sultan of Brunei, Chancellor of University of Brunei Darussalam (UBD).