Josivini Bakani
Market Drayton ,Shropshire
Overview
4
4
years of professional experience
4
4
years of post-secondary education
Work History
IT Help Desk Agent
Kastel Fiji Pte
Suva, Fiji
02.2024 - 12.2025
- Helped customers set up new systems, applications and software.
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Used support tickets to track and speed up incidents.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Resolved service user requests within target timeframes.
- Used remote access to navigate and link to customer computers.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Installed new hardware and software to meet system specifications and user needs.
- Conducted tactical troubleshooting to identify faults.
- Created and maintained detailed documentation of technical procedures, user guides, and troubleshooting steps to enhance knowledge sharing.
- Coordinated with external support services to resolve complex technical problems that required specialised expertise.
- Updated software for new functionality and improved security.
- Monitored computer system performance and intervened in identified problems.
- Installed and set up applications for clients, including anti-virus software and Microsoft office.
- Configured networks to meet performance requirements.
- Provided comprehensive support for hardware, software, and network problems, significantly reducing resolution times and boosting productivity.
- Maintained and repaired peripheral equipment connected to laptops and desktops.
- Set up new workstations for users with proper cables, equipment and software.
- Streamlined the technical support ticketing system, improving response times and tracking of issue resolution progress.
- Performed recovery operations to restore systems following failures.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Followed user guides and technical manuals to complete skilled repairs.
- Identified system performance issues, providing swift remedial action.
- Utilised diagnostic tools and software to swiftly identify the root cause of technical issues, expediting problem resolution.
- Investigated reports of system errors to try to reproduce problems and trace faults.
- Managed the installation and configuration of computer systems and networks, ensuring seamless integration and minimal disruption.
- Educated service users on new software updates and system capabilities.
- Trained staff on the use of new technologies and software, enhancing team capabilities and improving workflow efficiency.
- Analysed system logs and identifying patterns to preempt technical issues before they affected business operations.
- Backed up servers regularly to reduce data loss.
- Communicated technical computer information to non-technical audiences by providing simplified presentations and demonstrations.
- Kept computer hardware in excellent working condition through regular maintenance and inspections.
- Upgraded hardware promptly to minimise service disruptions.
- Tailored support and advice to non-technical users, enabling them to utilise technology more effectively and confidently.
- Kept detailed records of new installations and related licenses.
- Conducted training sessions with customers to demonstrate software updates, new systems and hardware.
- Logged and completed reports to submit technical details to management.
- Offered recommendations for system improvements and upgrades to support evolving business requirements and technology advancements.
- Collaborated with cross-functional teams to develop and implement IT solutions that met business needs and performance goals.
- Addressed and resolved SLA issues promptly using an OTRS system.
- Participate in in-person meetings with customers to assess and diagnose hardware problems.
- Conducted regular system maintenance and updates to prevent potential issues and ensure optimal performance of IT infrastructure.
- Monitored network security, identified vulnerabilities, and implemented measures to protect against cyber threats and ensure data integrity.
- Implemented backup and recovery procedures to safeguard critical data against loss or corruption, ensuring business continuity.
- Managed daily server backups on computers to avoid data loss from computer malfunctions.
- Participated in the development of IT policies and procedures to standardise support processes and improve service delivery.
- Documented actions taken using work order system within [Software].
- Led technical workshops and seminars to keep staff updated on the latest IT trends, tools, and best practices.
- Instructed teams on ICT safety and security policies.
- Assessed user feedback to identify areas for improvement in IT services, contributing to continuous service enhancement.
- Negotiated with vendors and suppliers to secure high-quality technology solutions at cost-effective prices, optimising budget allocation.
- Aided management in designing training manuals for usage and troubleshooting.
- Communicated ICT disruptions to staff regarding installations, upgrades and outages.
- Facilitated the migration of data and systems during upgrades, minimising loss of information and downtime.
- Entered comments to control system operation, verify functionality and detect errors.
- Designed and perfected data recovery strategies to manage unexpected data loss or theft.
- Monitored RTP streaming on live calls to improve user experience.
- Maintained detailed records of user requests, problems, and resolutions in ticketing system for future reference.
- Facilitated user training sessions on new software applications and systems, enhancing staff competency.
- Engaged in continuous professional development activities to stay abreast of emerging technologies and best practices.
- Coordinated with the security team to respond to and resolve security incidents swiftly.
- Participated in IT projects, contributing to the successful implementation of new technologies across the organisation.
- Administered user accounts and permissions, following security protocols to protect sensitive information.
- Conducted regular system updates and backups to safeguard company data and ensure smooth operations.
- Assessed and recommended hardware and software upgrades to improve system performance and meet organisational needs.
- Ensured minimal disruption to services by effectively managing critical incidents and escalating when necessary.
- Configured and installed desktops, laptops, and peripheral devices, ensuring optimal workstation setup.
- Analysed help desk activity and generated reports to identify trends and areas for improvement.
- Streamlined processes by creating and maintaining comprehensive documentation for IT operations and procedures.
- Managed incoming calls and emails from staff, offering efficient solutions to IT problems.
- Delivered remote support using specialised software, guiding users through problem-solving processes effectively.
- Collaborated with IT team members to develop and implement new strategies for improving help desk efficiency.
- Monitored network performance, identifying and resolving connectivity issues promptly.
- Provided after-hours support on a rotational basis, addressing urgent IT issues outside of normal working hours.
- Updated knowledge base with frequently asked questions and their solutions to streamline user self-service.
- Liaised with external vendors and technical support teams to resolve complex issues beyond the scope of the internal help desk.
- Provided technical support and troubleshooting services to end-users facing hardware and software issues.
Surveillance-System Monitor
FMF Foods Lonited
Suva, Fiji
03.2025 - 11.2025
- Checked doors, windows and gates for signs of unauthorised entry.
- Patrolled grounds after hours on foot to maintain visible presence and detect violations.
- Verified identification for authorised personnel and visitors to property.
- Maintained secure access control, monitoring visitors and completing scans to locate contraband items.
- Walked property during busy periods to observe activities and protect assets.
- Helped establish clear, relevant and successful security policies protecting assets and individuals.
- Conducted surveillance to obtain evidence of wrongdoing.
- Monitored closed-circuit feeds to track visitors and identify problematic behaviour.
- Enforced site rules, notified violators of infractions and removed individuals from property.
- Deterred anti-social behaviour and criminal activities impacting occupant or visitor safety.
- Completed official security checks of passengers and luggage before departure.
- Warned violators of rule infractions and escorted unauthorised people off-premises in line with company procedures.
- Responded promptly to medical emergencies, incoming calls and code red situations prior to arrival of paramedics and law enforcement.
- Analysed and produced course-of-action reports and escalated issues to management in typical and crisis situations.
- Offered visible security for [Type] premises, deterring criminal and behavioural incidents.
- Used covert surveillance techniques to collect evidence of suspected wrongdoing.
- Partnered with local law enforcement to identify individuals wanted for previous criminal acts and disturbances.
- Interviewed and detained witnesses for law enforcement.
- Stayed current on applicable policies and legal standards applicable to [Type] security.
- Collected cash and valuables and maintained security throughout transport to new location.
- Analysed patterns in recorded incidents to recommend improvements in security strategies and layouts.
- Responded to alarms and alerts promptly, assessing situations and escalating as required.
- Organised storage and archiving of surveillance footage, ensuring efficient retrieval when needed.
- Participated in security audits, identifying and rectifying vulnerabilities within the surveillance setup.
- Adjusted camera angles and settings remotely to maintain comprehensive coverage of monitored areas.
- Coordinated with IT department to resolve technical issues, minimising downtime of surveillance operations.
- Liaised with security personnel to coordinate rapid responses to detected threats, safeguarding premises.
- Monitored and analysed CCTV footage to identify suspicious activities and potential security breaches.
- Reviewed archived footage upon request to assist in ongoing investigations and legal proceedings.
- Managed access control systems, regulating entry points to prevent unauthorised access.
- Trained new staff on surveillance system protocols, enhancing team proficiency and vigilance.
- Advised management on technological advancements in surveillance for system upgrades.
- Conducted regular system checks and maintenance to guarantee optimal functioning of surveillance equipment.
- Collaborated with law enforcement agencies, supplying evidence and information for criminal cases.
- Customised surveillance dashboards for specific event monitoring, enhancing focus on high-risk periods.
- Utilised facial recognition technology to identify known offenders, preventing potential incidents.
- Implemented data protection measures to ensure compliance with privacy laws and regulations.
- Developed standard operating procedures for surveillance operations, establishing clear guidelines for staff.
- Operated advanced surveillance software, maximising efficiency in tracking and recording incidents.
- Compiled detailed incident reports, providing accurate accounts for further investigation and review.
- Implemented stringent quality control measures throughout installation processes, ensuring work was completed to the highest standard.
- Delivered detailed training sessions to clients on operating alarm systems, maximising their effectiveness.
- Managed project timelines effectively, ensuring all installations were completed within agreed deadlines.
- Collaborated with law enforcement agencies to provide evidence from alarm systems for investigation purposes.
- Negotiated with suppliers to procure high-quality alarm system components at competitive prices.
- Programmed and configured alarm systems to meet specific requirements of each client, enhancing security measures.
- Led a team of technicians, providing guidance and support to ensure high standards of workmanship.
- Designed custom alarm solutions for clients with unique security needs, demonstrating creativity and technical expertise.
- Kept abreast of developments in alarm technology, attending workshops and training sessions to enhance skills.
- Adhered to health and safety regulations at all times, promoting a safe working environment.
- Updated and upgraded existing alarm systems, incorporating the latest technology to improve security.
- Resolved technical queries from clients, offering expert advice to address their concerns.
- Maintained accurate records of installation details, maintenance activities, and client communications for audit purposes.
- Conducted comprehensive risk assessments to identify potential security vulnerabilities in client premises.
- Performed routine maintenance checks on alarm systems to guarantee optimal performance and reliability.
- Analysed customer feedback to develop strategies for improving service quality and customer satisfaction.
- Responded promptly to emergency call-outs, diagnosing and rectifying faults to minimise system downtime.
- Installed advanced alarm systems in domestic and commercial properties, adhering to strict safety standards.
- Liaised with clients post-installation to gather feedback and offer further assistance if required.
- Prepared detailed quotations and proposals for prospective clients, outlining the benefits of different alarm systems.
IT Support Officer
RC Manubhai
Suva, Fiji
02.2023 - 01.2024
- Set up new workstations for users with proper cables, equipment and software.
- Installed, configured, and updated software applications, enhancing system performance and security.
- Monitored network performance, identifying and rectifying bottlenecks to maintain optimal functionality.
- Coordinated with different departments to understand their IT requirements and address their concerns.
- Managed IT support tickets efficiently, prioritising and resolving issues to minimise downtime.
- Reviewed and streamlined IT support processes, reducing resolution times and improving service quality.
- Conducted tactical troubleshooting to identify faults.
- Kept detailed records of new installations and related licenses.
- Provided technical support and guidance to staff, improving their understanding of software and hardware.
- Implemented cybersecurity measures, protecting systems from viruses, malware, and cyber attacks.
- Performed recovery operations to restore systems following failures.
Warranty Administrator
Datec Fiji PTE
Suva, Fiji
05.2022 - 02.2023
- Organised and archived warranty documentation, ensuring compliance with legal requirements and easy retrieval.
- Maintained accurate and confidential records of all claims activities in compliance with regulatory requirements.
- Streamlined warranty claim processes through continuous review and adaptation of policies and procedures.
- Implemented company policies and procedures to minimise errors and streamline claims handling processes.
- Coordinated with repairers and suppliers to authorise necessary works and control costs.
- Utilised specialised software for tracking and managing warranty claims, increasing productivity and accuracy.
- Provided exceptional customer service by addressing queries and concerns related to claims processes.
- Conducted detailed investigations into disputed claims, facilitating fair and unbiased resolutions.
- Negotiated settlements with claimants, effectively balancing customer satisfaction and company interests.
- Communicated effectively with customers regarding warranty coverage, limitations, and procedures, improving transparency.
- Customised warranty reports for internal use, providing key insights into warranty operations and performance.
- Monitored ongoing claims to adjust reserves and ensure accurate financial reporting.
- Communicated with broking department to decide outcomes of claims and appropriate compensation, providing claim information and reports for reference.
- Conducted training sessions for new staff on best practices in claims management and customer service.
- Utilised specialised claims handling software to expedite processing and enhance accuracy.
- Reviewed warranty claim denials, investigating possible errors and taking appropriate action to rectify issues.
- Scrutinised new and existing property and maintained records of distinguishing traits.
- Reviewed new constructions to set fair values in line with current [Type] region's market.
- Negotiated with suppliers and manufacturers to resolve warranty issues swiftly, maintaining strong business relationships.
- Used excellent mathematical skills and standards formulas to calculate property dimensions.
- Prepared reports explaining assessment results and outlining methods used.
- Helped resolve disputes involving claims against [Type] property.
- Assisted in auditing claims files to verify adherence to internal and external standards.
- Followed internal claims processing procedures to prevent fraudulent payments, guaranteeing high-quality assurance standards.
- Delivered formalised, on-the-job training for junior colleagues in claim handling, fraud detection and settlement, amplifying department's skills.
- Participated in regular team meetings to discuss challenges and share insights on improving service delivery.
- Retrieved claim records to verify policyholder information and coverage before processing claims.
- Stayed current with different lender standards and documentation standards to align final appraisal products with requirements.
- Collaborated with service departments to verify claim validity, enhancing process efficiency and customer satisfaction.
- Evaluated claims involving [Type] properties and coordinated required assessments.
- Spearheaded initiatives to digitalise warranty administration, leading to improved efficiency and reduced paper use.
- Contributed to the development of risk management tools and techniques to predict potential claim patterns.
- Facilitated recovery of monies paid out fraudulently by seeking advice and assistance from solicitors on redress mechanisms.
- Developed and implemented training sessions for new staff on warranty procedures and best practices.
- Assessed incoming claims for validity against policy's conditions and communicated reasons for partial or no payments to clients, enabling fair settlement of valid claims.
- Reported on property values in comparison to insured amounts.
- Scheduled appointments with appraisers and examiners to value submitted claims and calculate appropriate compensations to policyholders.
- Examined claim evidence against company guidelines and procedures to determine suitable outcomes for submitted claims, informing approval or rejection decisions.
- Inspected [Type] property to assess current market value.
- Assisted with claims processing and coordinating necessary documentation.
- Processed and assessed insurance claims within established guidelines, delivering prompt and accurate resolutions.
- Liaised with policyholders to gather necessary documentation and evidence for claim substantiation.
- Collected evidence through investigations, verified documentation from claim submissions and opened new cases in company systems to initiate claim processing activities.
- Reviewed and updated claims procedures to improve efficiency and effectiveness.
- Managed a portfolio of claims from initiation to closure, ensuring timely updates to all stakeholders.
- Received correspondence from claimants, verified insurance coverage and arranged assistance to meet clients' needs, exceeding performance targets.
- Negotiated settlements, working with solicitors and claims professionals to reach beneficial agreements and facilitate compensation.
- Outlined steps for making and processing claims for policyholders and offered advice to help claimants get compensation.
- Authorised clearance and payments to enable clients to obtain services from providers and partners after verifying validity of insurance covers.
- Delivered presentations to management on claims performance, highlighting achievements and areas for improvement.
- Sought missing information and clarifications from clients to facilitate claim progression and settlement, recording provided data for future reference.
- Collaborated with external assessors and legal teams to evaluate complex claims and determine liability.
- Consulted with owners to discuss assessments and answer questions.
- Investigated and reported on insurers policy, identifying and recommending areas for improvement.
- Documented condition of property by carefully photographing key features.
- Conducted thorough analysis of warranty policies to provide accurate information to customers and staff.
- Maintained comprehensive records of warranty submissions, approvals, and rejections to uphold company standards.
Education
Certificate of Higher Education - CCNA
Fiji National University
Suva, Fiji 04.2022 - 12.2025
Certificate of Higher Education - Data Communication and Networking
Fiji National University
Suva, Fiji 05.2022 - 07.2022
Skills
- Customer support needs assessment
- Wireless networking
- IT Support & Helpdesk Assistance
- Hardware diagnosis
- Data analysis
- Software troubleshooting
- Customer service orientation
- Cultural awareness
- Equipment Maintenance
- Microsoft 365 administration
- Project coordination
- Hardware and Software Troubleshooting
- Critical-thinking
- Virus protection and removal
- Strategic planning
- Prioritising tasks
- Data backup and recovery
- Sales forecasting
- Client service excellence
- Risk Assessment
- Cloud computing understanding
- Self-motivation
- Remote support tools
- Public speaking
- Customer-Focused attitude
- Performance monitoring
- Stress tolerance
- Application installation
- Time efficiency
- Hardware troubleshooting
- Health and Safety Compliance
- Application support
- Software update installation
- Application installations
- Complaint handling
- Client Relationship Management
- Resilient under pressure
- Database administration familiarity
- IT service ticketing systems
- Call centre experience
- Communication proficiency
- Hardware Maintenance
- Application testing
- Hardware support
- Risk Management
- Troubleshooting proficiency
- Interpersonal empathy
- Computer literacy
- Operating systems knowledge
- People Management
- Customer engagement
- Product knowledge
- Relationship-building
- Patience and composure
- Desktop support
- Customer service expert
- Data Entry
- Time management efficiency
- Multitasking efficiency
- Patience with users
- Time-management
- Decision making
- Clear communication
- Creative thinking
- Remote desktop support
- Positive attitude
- Cross-functional collaboration
- Incident management
- Windows Operating System Support
- User Account & Access Management
- Ticket Handling & Issue Resolution
- CCTV & Surveillance Monitoring
- Incident Reporting & Documentation
- Warranty Claims Processing
- Customer Service & Client Support
- Data Entry & Record Management
- Strong Communication Skills
- Problem Solving & Time Management
Talking , Reading , Soacializing
- Good verbal communication
- Good reading and understanding skills
- Clear and polite communication
- Comfortable talking with customers and colleagues
- Friendly and professional attitude
Timeline
Surveillance-System Monitor
FMF Foods Lonited
03.2025 - 11.2025
IT Help Desk Agent
Kastel Fiji Pte
02.2024 - 12.2025
IT Support Officer
RC Manubhai
02.2023 - 01.2024
Warranty Administrator
Datec Fiji PTE
05.2022 - 02.2023
Certificate of Higher Education - Data Communication and Networking
Fiji National University
05.2022 - 07.2022
Certificate of Higher Education - CCNA
Fiji National University
04.2022 - 12.2025