JEM CARLO A. MALLARI
IT MANAGER
Kolonia,FSM
Summary
Insightful Information Technology Manager with 10 years of IT leadership experience including oversight of infrastructure, application support and security services. Dedicated to customer satisfaction with focused delivery of technical solutions and skilled in working under pressure to adapt to new situations and challenges. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Instructs and leads IT staff members in support of hardware, software, and networking infrastructure. Highly adept in request for proposal development, technology needs assessments, and manages strategy, training and documentations.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
Work History
IT Manager
Federated States of Micronesia Development Bank
Kolonia, Pohnpei
10.2020 - Current
- Overseeing and determining timeframes for major IT projects including system updates, upgrades, migrations and outages.
- Manages a team of 2 IT personnel to successfully support more than 50 bank employees.
- Implemented help desk protocols that maintained 97% satisfaction rating of employee's user issues.
- Reduces data processing and down time by 50% by building new preventive measures.
- Identifying and acting on opportunities to improve and update software and systems.
- Developing and implementing IT policy and best practice guides for the organization.
- Assess vendors and develop test strategies for new hardware and software that decrease maintenance cost.
- Create, revise and/or adopt IT policies (network security, finance technology best practices, etc.) for sake of strengthening FSMDB’s IT Strategic Plans.
- Proactively identify detrimental issues within FSMDB computer systems and address accordingly.
- Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improving IT infrastructure.
- Renew subscriptions, licenses and other reoccurring items needing to be addressed.
- Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for IT needs.
- Plan, develop and implement training programs for management and employees for usage and safety for all bank’s computers, devices, and software that enhance knowledge by 20%.
- Analyze each department needs, identify vulnerabilities, and boost productivity, efficiency and accuracy to inform business decisions.
- Ensure network components meet needs and work together seamlessly, using the full range of capabilities, and stay informed about new features and competitive solutions.
- Prepare cost benefits analysis reports when upgrades are necessary, continuously analyzing vendors to ensure best possible service and value that save up least $10,000 in annual budget.
- Actively administered and managed network, workstation operating systems, security systems, safety backups and servers related to the systems of FSMDB.
- Handled documentation of usage and capacity reports on networking systems and health of data/ voice communication processes.
- Adjusted project plans to account for dynamic targets, staffing changes and operational specifications.
- Communicated with executive team and CEO to maximize development efficiencies, resolve technology issues, advise and plan for short-term and long-term IT system upgrade needs.
- Managed network and system performance, conducting troubleshooting, security patching and maintenance.
- Led technology selection and rollout, focusing on organizational planning, provider contracts and supplier service-level agreements.
- Set up and trained staff of 30+ on how to use Google Workspace platform for cloud computing purposes and new banking core system.
IT Specialist / (Acting IT Supervisor)
Department of Finance & Administration - FSM National Government
Palikir, Pohnpei
10.2018 - 09.2020
- Acted as primary contact for first-tier technical & network support in all divisions which included all 8 site offices.
- Administered Department financial and revenue systems.
- Promoted from IT Specialist to Acting IT Supervisor within 1 year of service.
- Supervised 2 IT staff to perform implementation and maintenance of Department’s computer needs.
- Monitored daily operations, including server hardware, software, and operating systems.
- Implemented WSR (weekly status report) to maintain progress of all daily performed tasks and increased IT efficiency by approximately 25%.
- Provided informal IT training to Department staff to increase technology proficiency by 15%.
- Organized and managed 130+ Microsoft User Exchange accounts under dofa.gov.fm domain.
- Analyzed IT procurement by determining which hardware or software meet user's needs that saved partially 30% cost.
- Administered addresses, objects, rules, and port forwarding of all 4 SonicWALL firewall systems.
- Minimized downtime of computer systems by less than 30 minutes by initiating on-time supply of UPS to all 200+ hardware in case of power outrage.
- Ensured security of data, network access and backup systems by daily switching of tapes/drives from secure vault alternatively.
- Developed and implemented IT policy and best practice guides in clear terms to non-technical individuals to promote better technical understanding.
- Administered, programmed, and debugged tax refund system to validate all 30000+ data before final output.
- Updated all 130+ staff information changes on local server and workstations as necessary.
- Maintained servers and systems to keep networks fully operational during peak periods which decreased processing time by 40%.
- Devised solutions to operations issues related to FMIS and Remote Desktop Protocol, working closely via phone, email, live chat and web teleconference.
IT Specialist
US Peace Corps FSM & Palau
Kolonia, Pohnpei
05.2017 - 09.2018
- Served as primary contact for first-tier technical & network support at Peace Corps.
- Performed daily server checklist to ensure proper operation of server and network.
- Administered local IT systems and maintained ISO mandated configurations.
- Configured hardware, devices and software to set up work stations for 60 Volunteers and staff.
- Identified and secured local IT resources to meet Post's needs. Resources included upgraded ISPs, hardware/software vendors, technical support, and training services.
- Maintained continuing dialogue with ISO group to ensure efficient and effective systems which increased IT program effectiveness by 90%.
- Patched software and installed new versions to eliminate security problems and protect data.
- Ensured that all IT systems adhere to ITS/Peace Corps and US Government guidelines and policies.
- Provided formal and informal IT quarterly trainings to 30 Peace Corps Post staff who have varying degrees of technical proficiency.
- Attended workshops and conferences to develop IT training skills to ensure current knowledge of Peace Corps Information Systems and policy.
- Identified recurring systemic problems or other factors impacting computer issues at Post and reported to ISO group for further analysis.
- Independently installed hardware and software under ISO guidelines/policies.
- Re-imaged and reassigned computer equipment as staff come on or leave positions.
- Maintained and updated Microsoft Exchange server as directed by ISO.
- Responsible for troubleshooting server problems and minimizing downtime for users.
- Maintained ISO standard back-up system for mission-critical data while performing routine back-ups of Post data.
- Properly stored backup media according to ISO standards for restoration of data as necessary.
- Responsible for locating IT resources within host country which may improve support and management systems at Post.
- Reassessed IT configurations and settings on staff and volunteer workstations to ensure compliancy with ISO standards.
- Maintained up-to-date IT inventory and software license database and assisted in procurement decisions.
- Maintained Post’s PCV personnel databases and administrating VIDA (Volunteer Information Database Application) system.
- Responsible for updating all staff information changes on local server and workstations as necessary.
- Acted as IT security coordinator to provide safety and security support for Peace Corps Volunteers and staff as required.
IT Specialist
Pohnpei Ace Hardware / Ace Office Supplies
Kolonia, Pohnpei
11.2015 - 05.2017
- Standardized all troubleshooting system/network problems and diagnosing/solving hardware or software faults.
- Designed valid locations and completed installation project of 75 LAN-based POE cameras in both Windows and Linux operating system.
- Improved technologies' lifespan by 3 more years in performing minor repairs to hardware, software, and peripheral equipment, following design or installation specifications.
- Provided technical supports to all department and its respective employees in relating with software and hardware problems.
- Maximized use of hardware and software by training 50+ users, interpreting instructions, and answering multiple questions.
- Set up equipment for employee use, performing or ensuring proper installation of network cable, operating systems, and appropriate software version compatibility.
- Developed and managed company’s private properties website and Facebook pages that promoted advertising and raised markets by 20%.
- Implemented approximately 8 networked banking machines to improve point of sale productivity by at least 60%.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Removed malware, ransomware and other threats from computer systems.
- Responded to 15+ daily support requests from end users and patiently walked individuals through basic troubleshooting tasks.
ICT Technical Support Officer
Eurotel Group of Hotels
Quezon City, Philippines
11.2012 - 11.2014
- Troubleshoot access point connections, printers, reformat workstations, assembles CPU, and prepares computer solutions.
- Troubleshoot system/network problems and diagnosed hardware or software faults.
- Developed and created code HPOS (Hospitality Point-of-Sales) that met standard which boosted hotel reservations by 30%.
- Increased user experience and satisfaction by 50% with Wi-Fi internet access capabilities to all hotel branches and corporate departments.
- Analyzes methods to efficiently address software system requirements.
- Evaluates system specifications for business requirements.
- Monitored and maintained computer systems and networks on all 10 hotel sites.
- Patched and installed new software versions to eliminate security problems and protect data.
- Configured hardware, devices and software to set up work stations for at least 90 employees.
- Removed malware, ransomware and other threats from computer systems.
- Resolved problems, improved operations and provided exceptional service securing at least 90% user satisfaction scores.
- Prepared variety of different written communications, reports and documents to ensure smooth operations.
Assistant Systems Engineer (OJT)
ABS-CBN Broadcasting Corp
Quezon City, Philippines
04.2010 - 09.2010
- Responsible for technical support signal routers.
- Hands on broadcast and IT equipment.
- Responsible for troubleshooting of PC and Mac equipment.
- Responsible for IP configuration.
- Responsible for rewiring and patching various digital equipment.
- Performed installation, maintenance and support of system software and hardware.
- Increased productivity by 20% with frequent initiative in assisting broadcast and edit completion.
- Configured, debugged and supported multiple infrastructure platforms.
IT Intern
Valenzuela City Hall New City Government Complex
Valenzuela City, Philippines
02.2010 - 04.2010
- Responsible for troubleshooting of PC desktop.
- Assisting with programming of city government system.
- Assisted IT team members by crafting project research material for implementation.
- Aided problem resolution measures and suggested patches and hardware, software and network troubleshooting alternatives.
- Worked in office lab environment to test, debug and operate developed systems.
- Analyzed current information and helped develop plans to address needs.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Monitored at least 10 governmental servers, network connections, firewalls and corporate filters to maintain maximum up-time and functionality
Education
Bachelor of Science - Information Technology
AMA Computer University
Caloocan City, Philippines 05.2007 - 04.2011
Skills
Documentation and reporting
Quality assurance
Budget administration
Flexible & Adaptable
Analytical skills
Maintenance & Repair
Organization and Time management
Application installations
Technical issue analysis
Debugging
Desktop support
TCP/IP
Customer service expert
Timeline
IT Manager
Federated States of Micronesia Development Bank
10.2020 - Current
IT Specialist / (Acting IT Supervisor)
Department of Finance & Administration - FSM National Government
10.2018 - 09.2020
IT Specialist
US Peace Corps FSM & Palau
05.2017 - 09.2018
IT Specialist
Pohnpei Ace Hardware / Ace Office Supplies
11.2015 - 05.2017
ICT Technical Support Officer
Eurotel Group of Hotels
11.2012 - 11.2014
Assistant Systems Engineer (OJT)
ABS-CBN Broadcasting Corp
04.2010 - 09.2010
IT Intern
Valenzuela City Hall New City Government Complex
02.2010 - 04.2010
Bachelor of Science - Information Technology
AMA Computer University
05.2007 - 04.2011