Jioje Kapani
Campsie,NSW
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
IT Help Desk & Network Support
Telecom Fiji Pte Limited
Suva
07.2017 - 01.2023
- Managed and processed support activities via ticketing systems like ManageEngine and Supportpal, effectively handling a substantial volume of calls with professionalism, leading to a 10% improvement in response times for incoming incident response tickets
- Provided 24/7 on-call support for significant issues with staff domain credentials for Active Directory (AD) and Outlook 365 email passwords and assisted end-users in detecting problems and explaining restoration methods
- Delivered 100% professional problem-solving to diverse technical challenges spanning various applications and systems for more than 500 end-users, enhancing departmental efficiency by swiftly resolving system issues
- Engaged in collaborative efforts with supervisors and infrastructure team members to enhance operational efficiency, ensuring 100% customer satisfaction
- Collaborated with relevant IT teams to execute upgrades and software deployments, delivering exceptional computer and technology support to the organization.
Project Casual
Telecom Fiji Pte Limited
Suva
01.2016 - 06.2017
- Led a team of four in a significant Data Capture and Project implementation initiative, overseeing the meticulous preparation of both external and internal plants, which comprehensively addressed nearly 6,000 customer lines encompassing voice, data, PRI (Primary Rate Interface) lines, lease lines, and traffic lines in preparation for the seamless migration to the newly invested systems of MSAN (Multi-Service Access Node) and ISAM (Intelligent Services Access Manager), resulting in 100% accuracy of data captured
- Contributed as a team member to the successful installation and migration of approximately 6,000 customer lines to the newly implemented MSAN (Multi-Service Access Node) and ISAM (Intelligent Services Access Manager) systems, leading to a significant 20% boost in network speed and reliability, alongside a remarkable 50% increase in revenue
- Played a vital role in a team effort to upgrade a rural area's technology from voice-only to voice and data capabilities using DSLAM (Digital Subscriber Line Access Multiplexer), resulting in an expansion that positively impacted around 300 residential customers, including a primary and secondary school, constituting the central focus of the project
- Directed a team of three in executing an audit report for a priority listing phase at an external plant site, along with testing multiple cabinets serving 1,000 residential customer lines for voice and data, as a prerequisite for the subsequent rehabilitation program
- Assisted in the rehabilitation and preventive maintenance of copper infrastructure for overhead and underground serving multiple external plants, benefiting around 2,000 customers, which led to a notable 20% rise in customer satisfaction ratings.
Voluntarily IT Support
Public Service Commission
Suva
08.2014 - 12.2015
- Reporting directly to the IT Manager while fostering strong collaboration with colleagues within the IT team, adeptly addressing inquiries promptly and accurately to ensure timely resolution and meet the officer's expectations of 100% satisfaction
- Successfully managed and implemented wireless LAN architecture, including installation, mounting, configuration, and setup across various departments, which resulted in an uptime of 99.99% for network optimization
- Led, designed, and executed this project to extend LAN connections to the library room, resulting in substantial cost savings of approximately $8,000 FJD for eight outlets.
Voluntarily Comms Leader
Peria Seventh-day Adventist Church
Suva
01.2018 - 01.2023
- Engaged proactively in volunteer initiatives, demonstrating a leadership role within the communication department, and coordinating cross-departmental efforts for outreach programs in the community encompassing visitation, property cleaning, food distribution, and health screenings, resulting in a 25% increase in overall happiness
- Oversee livestream equipment and software, including OBS, Streamlabs OBS, and StreamYard, for online livestreaming, manage Facebook postings and livestreaming while offering virtual assistance, and coordinate virtual meetings using the Zoom platform
- Collaborated within a team to organize and manage an outreach initiative for St. Giles mental hospital patients, fostering a festive atmosphere that encouraged story-sharing and talent demonstrations such as singing, ultimately enhancing their sense of well-being.
Education
Diploma of Information Technology -
TAFE NSW, Meadowbank
11.2023
CCNA Routing & Switching V3.0 -
ITRoute Training Center, Sydney
07-2019
Certificate of CCNA Routing & Switching -
University of The South Pacific
07-2015
Diploma of Information Technology Network -
Fiji National University
06.2014
Certificate of Computer Package -
Fiji National University
05-2012
Certificate of Computer Training -
New Zealand Pacific Training Centre
01.2001
Bachelor of Information Technology Cyber & Network Security -
TAFE NSW, Meadowbank
Skills
- Skilled in providing excellent customer service
- Knowledgeable in Cisco CLI for network configuration
- Physically fit and adept at handling IT equipment, including crawling under desks for cabling work
- Strong team player with effective collaboration skills
- Skilled in problem resolution and quality assurance procedures
- Committed to continuous learning and self-improvement
- Proficient in software and hardware diagnosis
- Knowledgeable in TCP/IP networking and adept at network diagnostics
- Experienced in technical issue analysis and resolution
- Proficient with Microsoft Office 365 applications and ticket support system management
- Expertise in LAN and wireless LAN setup, along with wide-area network knowledge
- Dependable and Responsible
References
References available upon request.
Timeline
Voluntarily Comms Leader
Peria Seventh-day Adventist Church
01.2018 - 01.2023
IT Help Desk & Network Support
Telecom Fiji Pte Limited
07.2017 - 01.2023
Project Casual
Telecom Fiji Pte Limited
01.2016 - 06.2017
Voluntarily IT Support
Public Service Commission
08.2014 - 12.2015
Diploma of Information Technology -
TAFE NSW, Meadowbank
CCNA Routing & Switching V3.0 -
ITRoute Training Center, Sydney
Certificate of CCNA Routing & Switching -
University of The South Pacific
Diploma of Information Technology Network -
Fiji National University
Certificate of Computer Package -
Fiji National University
Certificate of Computer Training -
New Zealand Pacific Training Centre
Bachelor of Information Technology Cyber & Network Security -
TAFE NSW, Meadowbank
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