Steven Pora
Port Moresby
Summary
Adept at enhancing system efficiency and reducing downtime, I excelled as an IT Technical Support Specialist at Westpac Bank (PNG) LTD, where I streamlined IT processes and trained users, boosting productivity. Skilled in hardware installation and customer service, I quickly resolve technical issues, evidenced by a significant improvement in support ticket resolution rates.
Professional with strong background in IT support and technical troubleshooting. Skilled in diagnosing and resolving hardware and software issues, managing networks, and providing exceptional customer service. Known for effective team collaboration, adaptability, and delivering results in fast-paced environments. Proficient in various operating systems, network configurations, and IT service management tools. Reliable and flexible, ensuring seamless IT operations and user satisfaction.
Overview
13
13
years of professional experience
Work History
IT Technical Support Specialist
Westpac Bank(PNG) LTD
04.2016 - Current
- Streamlined IT processes for increased efficiency and reduced downtime.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Offered troubleshooting of connectivity issues across networks.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Enhanced system performance by identifying and resolving technical issues promptly.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
Everywhere Banking Merchant Officer
Westpac Bank(PNG) LTD
01.2016 - 04.2016
- Participated in community events to promote store, building relationships with local community and attracting new customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Built relationships with customers and community to establish long-term business growth.
- Communicated product quality and market comparisons by creating sales presentations.
- Managed accounts to retain existing relationships and grow share of business.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Organized promotional events and interacted with community to increase sales volume.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
ATM Service Technician
Westpac Bank (PNG) LTD
02.2014 - 03.2016
- Contributed to increased uptime of ATMs by performing preventative maintenance procedures on a consistent basis.
- Evaluated the effectiveness of current maintenance schedules, adjusting as necessary based on actual machine performance data collected over time.
- Developed strong relationships with clients through clear communication and understanding their specific needs regarding ATM functionality.
- Provided prompt technical support in response to service calls from clients, resulting in quick issue resolution.
- Optimized ATM performance through thorough analysis of error logs and implementing necessary corrective actions.
- Collaborated with cross-functional teams to streamline ATM installation processes and improve overall efficiency.
- Minimized downtime for ATMs, ensuring efficient cash management and optimal machine performance.
- Improved ATM functionality by performing regular maintenance and troubleshooting tasks.
- Provided exceptional customer service by addressing client inquiries and concerns related to ATM operations effectively and professionally.
- Installed and maintained automated teller machines in retail stores.
Customer Service Representative & E-Banking Champ
Westpac Bank (PNG) LTD
11.2011 - 02.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Managed timely and effective replacement of damaged or missing products.
- Provide Support to ATMs, EFTPOS and Internet Banking request for customers
Education
Diploma - Computer Networking & Telecommunication System
Telikom Training Collage
Lae, Papua New Guinea12-2010
Skills
- Hardware installation
- Remote desktop support
- Operating system support
- Help desk support
- Printer support
- Server maintenance
- Software deployment
- Disaster recovery planning
- Patch management
- Data backup management
- Technical support
- Software installation
- Issue troubleshooting
- Customer service
- Technical issues analysis
- TCP/IP
- Network configuration
- Network Cabling
- Network diagnostics
- ATM OS & PC Core Upgrade
- Technical troubleshooting
- Ticket support system management
- Hardware troubleshooting
- Hardware upgrades
Accomplishments
- Westpac PNG Data Center Relocation
- Restoration of Alotau Branch after fire destroyed the branch
- Best Employee in and was awarded Shining Star award.
Timeline
IT Technical Support Specialist
Westpac Bank(PNG) LTD
04.2016 - Current
Everywhere Banking Merchant Officer
Westpac Bank(PNG) LTD
01.2016 - 04.2016
ATM Service Technician
Westpac Bank (PNG) LTD
02.2014 - 03.2016
Customer Service Representative & E-Banking Champ
Westpac Bank (PNG) LTD
11.2011 - 02.2014
Diploma - Computer Networking & Telecommunication System
Telikom Training Collage
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