Tevaikura Tatuava
Auckland,AUK
Summary
With almost 4 years of experience as a Support Analyst and currently as an Infrastructure Engineer, I have developed a strong portfolio of technical and interpersonal skills within a dynamic, large-scale corporate environment. My expertise includes customer service excellence, technical troubleshooting, administrative efficiency, strong organizational and leadership abilities, and effective problem-solving. I am now eager to utilize these skills in a similar role or transition toward application support.
In addition to my technical expertise, I am deeply committed to fostering a workplace culture that values diversity and inclusion, collaboration, and transparency. I believe that these principles not only enhance team collaboration but also drive innovation and success within an organization.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Infrastructure Engineer
PricewaterhouseCoopers
02.2025 - Current
- Provided Tier-3 support to resolve complex issues for clients internally and remotely to maintain high customer satisfaction levels.
- Assisted with day-to-day operations, working efficiently and productively with all team me members.
- Monitored applications and deployed updates utilizing PowerShell scripts / Packaging.
- I manage the inventory of MacBook assets and conduct routine assessments to perform necessary software updates.
Service Desk Analyst
PricewaterhouseCoopers
05.2022 - Current
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Managed over 30 customer interactions daily through various channels, including incoming calls, emails, and front desk support.
- Account configuration and troubleshooting
- Incident and Asset management reporting.
- Coordinated hardware replacements/upgrades when necessary for end-user devices.
- Installed, configured and tested operating systems and applications.
- Video conferencing (VC/AV) support for internal and external workshops.
- Support procurement administration
- Access administration : Managed all processes for off-boarding and termination, including coordinating with HR team, building reports and training team members on off-boarding system procedures, ensuring licenses are removed, accounts are terminated.
- Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
- Led onboarding sessions for new employees to ensure a smooth transition and effective use of company software and tools.
- Facilitated weekly team meetings to check in on team members' workloads, gather updates on ongoing projects, discuss relevant firm news, and identify any issues requiring resolution, thereby assisting management in the event of their absence.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Trained new team members on service desk procedures, tools, and best practices.
- Participated in IT projects as needed, providing valuable input from a service desk perspective.
- Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
- Led virtual reality (VR) activities, managing and maintaining VR headsets to ensure optimal performance and user experience.
Education
Certificate in Exercise -
New Zealand Institute of Sport
Auckland, NZ11-2024
Completed Course - Leadership Skills -
Tuputoa
Auckland10-2024
Diploma in Systems Administration Level 6 -
Techtorium Institute of Technology
Auckland, AUK12.2020
Diploma in Technical Support Level 5 -
Techtorium Institute of Technology
Auckland, NZ05-2022
Completed Course - Budget Financials -
Zeducation
Auckland08-2019
NCEA Level 1,2,3 -
Tereora College
Rarotonga Cook Islands12-2020
Certification
- New Zealand Diploma Information Technology Technical Support (Level 5)
- New Zealand Diploma in Systems Administration (Level 6)
- New Zealand Certificate in Exercise (Level 4)
- Advanced First Aid Certificate
- Cloud Business Essentials - Corporate learning
- GenAI & Me - Corporate learning
- Mac Essentials - Corporate learning
Hobbies and Interests
- Sports: Netball, Touch rugby, Tag, Paddling.
- Cultural activities: Cook Island dancing, crafts/weaving.
- Art: Sketching, painting, digital design.
- Volunteering :
- Providing food parcels to Pacific communities
- Participating in community clean-up initiatives
- Volunteering for cancer fundraising events
- Contributing to school activities, including virtual reality programs.
- Mentor volunteering
Timeline
Infrastructure Engineer
PricewaterhouseCoopers
02.2025 - Current
Service Desk Analyst
PricewaterhouseCoopers
05.2022 - Current
Certificate in Exercise -
New Zealand Institute of Sport
Completed Course - Leadership Skills -
Tuputoa
Diploma in Systems Administration Level 6 -
Techtorium Institute of Technology
Diploma in Technical Support Level 5 -
Techtorium Institute of Technology
Completed Course - Budget Financials -
Zeducation
NCEA Level 1,2,3 -
Tereora College
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