Phillip Harker

As an Assistant IT Manager, I oversee daily operations, manage staff schedules, and ensure new employees understand their roles. I handle customer queries, complaints, and escalations related to services and products. Having progressed from a Support Technician role, I am focused on growing my skills and pursuing further studies to advance my career.

My personal objective is to build a stable and fulfilling life for my family while maintaining a healthy work-life balance, allowing me to be present and supportive. At the same time, I aim to stay actively involved in cricket, using it as a way to stay disciplined, relieve stress, and build strong connections both on and off the field.

Assistant IT Manager at Mount Nelson (2019-05 – Present)

Managed IT systems ensuring compliance with company standards and policies. Implemented IT strategy aligning with business objectives and enhancing efficiency. Led IT projects that improved service delivery and system performance.

• Managed IT systems ensuring compliance with company standards and policies
• Implemented IT strategy aligning with business objectives and enhancing efficiency
• Led IT projects that improved service delivery and system performance

IT Engineer and IT Head of Dept at The Westinn Hotel, IT Department (2013-10 – 2019-04)

Developed communication policies for enhanced IT service management across departments. Managed incident and problem resolution for efficient service delivery. Implemented network security measures to protect sensitive data.

• Developed communication policies for enhanced IT service management across departments
• Managed incident and problem resolution for efficient service delivery
• Implemented network security measures to protect sensitive data

Field Service Engineer II at Gijima Satellite Office (2012-06 – 2013-06)

IT Engineer providing technical and end-user support. Troubleshoots and resolves system, hardware, and software issues. Manages incidents, escalation, and SLA compliance. Handles logistics, procurement, and tools. Focuses on customer service, efficiency, and continuous improvement with strong communication, organization, and independent work skills.

• IT Engineer providing technical and end-user support
• Troubleshoots and resolves system, hardware, and software issues
• Manages incidents, escalation, and SLA compliance
• Handles logistics, procurement, and tools
• Focuses on customer service, efficiency, and continuous improvement
• Strong communication, organization, and independent work skills

Service Delivery Manager/Incident Manager at Protea Hotels Hospitality Group (Head Office) (2006-01 – 2012-05)

Bridges gap between business and IT support. Manages high-priority incidents to minimize business impact. Ensures delivery of IT services and technology projects. Works across teams in a customer-focused, multi-site environment. Handles call logging and incident management. Manages antivirus systems and call centre telephony. Oversees hardware assets, procurement, and IT administration. Uses systems like ERES for bookings.

• Bridges gap between business and IT support
• Manages high-priority incidents to minimize business impact
• Ensures delivery of IT services and technology projects
• Works across teams in a customer-focused, multi-site environment
• Handles call logging and incident management
• Manages antivirus systems and call centre telephony
• Oversees hardware assets, procurement, and IT administration
• Uses systems like ERES for bookings

Prokard Clerk at Protea Hotels Hospitality Group (Head Office) (2006-01 – 2012-05)

Manages loyalty programme memberships and customer profiles. Assists guests with rewards, benefits, and account queries. Processes bookings, redemptions, and programme transactions. Ensures accurate data capturing and record keeping. Handles customer complaints and provides prompt resolutions.

Promotes

Prokard benefits to increase membership and usage. Coordinates with hotels and departments to ensure smooth service delivery. Maintains confidentiality and compliance with company policies. Provides administrative support and reporting on member activity.

• Manages loyalty programme memberships and customer profiles
• Assists guests with rewards, benefits, and account queries
• Processes bookings, redemptions, and programme transactions
• Ensures accurate data capturing and record keeping
• Handles customer complaints and provides prompt resolutions
• Promotes Prokard benefits to increase membership and usage
• Coordinates with hotels and departments to ensure smooth service delivery
• Maintains confidentiality and compliance with company policies
• Provides administrative support and reporting on member activity

Diploma in PC Technician – IT Business Campus (2006)

Secondary School – Trafalgar High School