Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Abraham Oseterika

Summary

  • IT systems support specialist with 11 years of experience in technical delivery, IT support and customer service delivering services to a range of customers from both private and government sectors as well as retail sector.
  • Knowledgeable in IT administration, problem resolution as well as utilizing industry best practices to deliver exceptional customer outcomes.
  • Won 4 Fujitsu customer satisfaction awards between the periods of 2019-2021 for displaying customer focused delivery.
  • Awarded Fujitsu Engineer of the Month in 2020 with the Fujitsu key attribute of Focus on the Customer.

Overview

12
12
years of professional experience

Work History

Systems Administrator

Go Bus Transport
07.2022 - Current
  • Monitoring network infrastructure ensuring high uptime of over 60 depots nation wide - Implementing sites from establishing connection via ISP, liaising with 3rd party contacts such as Chorus for data access to configuration of Ubiquity switches into our network.
  • Server Maintenance: Committed to the ongoing enhancement of our server integrity and security. Proficiency in VMware and Synology NAS has increased uptime by 15%, ensuring optimal performance.
  • Maintaining high uptime of Operations Control Centre used for dispatch and monitoring of drivers, system needs to be functional 24/7 - Recently led hardware consolidation project for the main ops centre in the country.
  • Assisted in annual disaster recovery testing - Implemented by our team following the lead of our IT Infrastructure manager the first DR test since the company's inception.
  • Escalation Response: Daily tasks include swift response to service desk escalations, ensuring 90%> customer satisfaction scores, all escalations are regularly addressed and followed up in weekly stand ups with MSP.
  • Mitel Phone System Monitoring: Supporting internal phone system across all head offices & over 60 depots - Collaborated with internal teams and vendors to migrate on-premise phone system into our cloud platform.
  • Control of authorization for the acquisition of essential hardware assets in alignment with organizational needs and budgetary compliance.

On-Site Technician

Fujitsu New Zealand
05.2011 - 07.2022
  • Supported over 18+ key customer-base nation-wide with ITC solution delivering value and prompt resolution. Some of these key customers include:
  • Ministry of Justice: Providing on-site technical support for Auckland, Waikato & Northland, ensuring efficiency and timely response to level 3 incidents ensuring high uptime of over 98% - This major account remains active and fully operational to this day.
  • Ministry of Primary Industries - Led desktop refresh project deploying over 300+ devices nation-wide, provided on-site support for break-fix incidents.
  • Westpac Bank – Championed technical support processes on a 10 month secondment assignment at the Auckland head office, supporting various duties such as in-house application support & hardware repairs across over 600 maintaining high uptime of over 98%.
  • Air New Zealand – Monitored 50 kiosks at Auckland international and domestic Airport reducing downtime to ensure an optimal experience for passengers.
  • McDonald's NZ – Ensured overall downtime across POS, Kiosks, digital menu boards, drive-through and store infrastructure equipment exceeding 97% resolution targets across 88 stores.
  • Countdown Supermarket – Facilitated the IT support of over 60 stores across Auckland, Northern and Waikato regions. Supporting over 500 Checkout lanes and ensuring high uptime of over 97%, as well as supporting workstations, Printers and various peripherals.



Education

Lenovo Vendor IT Certification
Lenovo
02.2022

HP PC Service Certification
Hewlett Packard
2020

Skills

  • Windows Server 2012 R2, 2016
  • Microsoft Active Directory
  • VMware
  • Mitel Phone Systems
  • Synology NAS
  • Datto RMM
  • Ubiquity
  • Service Now & Autotask incident management
  • Hardware & Workstation Maintenance
  • Microsoft Endpoint

Accomplishments

  • 2021 Fujitsu Star Award: “Excellent work in clearing the backlog of Foodstuffs repairs built up during the lockdown period. This was an essential service that was needed at the time.”
  • 2020 Fujitsu Engineer of the Month Award: " Abe performed exceptionally well this month, receiving customer compliments, achieved on the league table, and strong feedback via the customer surveys. Awesome effort Abe!”
  • 2020 Fujitsu Star Award: " Outstanding work done on the server relocation for NZTA”
  • 2020 Fujitsu Team Award : Won a Team Award as part of 11 people project for Workplace Services MPI Deployment. Gaining recognition for the
    outstanding success of the 2020 MPI Workstation Refresh project, which 11 techs had a key contribution to its success. The service director had noted that it was the most successful project no one had heard about.
  • 2019 Fujitsu Star Award: “Big thank you for all you work on the Massey account, it has been busy few months so I appreciate all your hard work to ensure that the customer is happy with our services. Thank you Abe! I really appreciate all your hard work.”
  • 2017 Fujitsu Star Award: “Rising to the challenge of a last minute change in the overnight TeamPOS8000 deployment project you were assigned, having to install completely different hardware than the documentation applied to.”


Timeline

Systems Administrator

Go Bus Transport
07.2022 - Current

On-Site Technician

Fujitsu New Zealand
05.2011 - 07.2022

Lenovo Vendor IT Certification

HP PC Service Certification

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Abraham Oseterika