Career experience and work history of Latu Miller.

ICT Advisor Specialist, Air Niugini, Port Moresby, Papua New Guinea, March 2010 – March 2017 (7 years)

Air Niugini is the national carrier (a government state-owned enterprise) of Papua New Guinea, serving Asia and the South Pacific.

Advised, co-developed and maintained ICT strategy; provided technical leadership and project management on network infrastructure upgrades and new installs; mentored, coached, and trained IT staff.

• Project-managed first half of a US$15,000,000 total airline system migration (reservations and departure control); resigned before completion due to irreconcilable personal contract differences

• Prevented potentially 50% loss in sales and increased airport operational efficiencies by about 60% through establishing a US$2,000,000 stand-alone Disaster Recovery Data Centre

• Saved over US$60,000 monthly and about US$900,000 yearly by streamlining IP network connections and airline messaging (Type B) addressing schema

• Contributed to first-time attainment of 100% on-time departures KPI by establishing a dual-carrier redundant network; also resulted in about 90% cost savings on break-fix field travel and accommodation

• Increased sales office productivity by about 30% through engineering a Cisco router networking solution that allowed seamless user access to corporate private data network and Internet VPN

• Enhanced user experience and increased operational efficiencies by about 25% through re-engineering IP network bandwidths to 40 in-country and 10 overseas sites

• Optimised air cargo operations by about 15% through creating high speed IP connection between Data Centre and remote overseas System Host

• Negotiated with telco provider and implemented the first-time optical fibre data network that boosted user experience by about 15% and corporate reporting and messaging by about 40%

Solopreneur, Miller Consulting, Auckland, New Zealand, Aug 2009 – Mar 2010 (7 months)

Provided messaging consultancy services to New Zealand Immigration Service while seeking the next career opportunity.

Business Consultant & Solution Designer, SITA, Auckland, New Zealand, Mar 2000 – Jul 2009 (9 yrs 6 months)

Headquartered in Geneva SITA (Societe Internationale Telecommunicacion Aeronautique) is a global ICT business solution provider for worldwide air transport (commercial airlines and non-commercial carriers), global distribution systems, and government border control authorities.

Provided presales support with network solution designs; sold consultancy and professional services on airline Type B messaging; customers were airlines and government agencies in the Asia, Pacific and Middle East regions (e.g. Singapore Airlines, Malaysia Airlines, Vietnam Airlines, Air India, Air New Zealand, Qantas, Indian Airlines, Jet Airways, Korean Air, Thai Airways, Garuda Indonesia, Saudi Arabian Airlines, Oman Air, New Zealand Customs, New Zealand Immigration Service).

• Generated over US$1,400,000 annual revenue by architecting and (re-) designing IP data network connections for clients in New Zealand, Australia and South Pacific

• Contributed to over US$1,000,000 in potential pull-through network revenue by collaborating with SITA regional teams outside New Zealand

• Earned over US$500,000 in consultancy revenue over 18 months of messaging consultancy services to major airlines in Asia, Pacific and Middle East

• Saved up to 30% in monthly charges for airline customers in Asia, Pacific and Middle East through messaging consultancy services

• Generated over $100,000 USD new business revenue in 4 months of joining SITA

• Speaking and customer engagements as Business Consultant – Messaging:
– AIRCOM Seminar, ICAO Headquarters, Bangkok
– AMHS (ATS Message Handling System), Aerodrome India 2006, Delhi
– ATN (Aeronautical Telecommunication Network) Seminar, Chiang Mai

Manager Fault Management Centre, Telstra, Auckland, New Zealand, Nov 1999 – Feb 2000 (4 months)

Extension of Telstra Australia.

Contracted to manage a customer-facing team to answer, diagnose, own, and resolve complaints from corporate customers.

• Reduced customer incidents count by about 30% in one month

• Completed customer services training within 5 weeks of starting

• Recruited two Customer Service Representatives

• Produced and formalised business processes, procedures, and work instructions

Manager Services Planning, Networks Directorate, Clear Communications, Auckland, New Zealand, Apr 1993 – Mar 1999 (6 years)

Managed a team of telecommunications engineers to develop products and services, produce network evolution strategies, deploy products and services, and provide pre-sales and Level 3 support.

• Saved NZ$670,000 on voice menu implementation by my team’s troubleshooting efforts and my negotiations with the network equipment vendor

• Established a test lab (model telephone exchange) thereby reducing training and testing effort by about 15%, and increasing product development efficiency by about 20%

• Managed a NZ$1,800,000 operational expense budget for the General Manager to within 7% of plan for 9 months

• Participated in the creation of a product development process (PDP) that improved time to market by about 8%

• Transformed telecommunication engineers’ attitude from an elitist mentality to a strong customer-focused team, improving relationships with sales, marketing and operations units by about 70%

Manager Commercial, Design & Build, Chorus NZ Limited, Auckland, New Zealand, Jan 1992 – Dec 1993 (2 years)

Formerly the New Zealand Post Office then state-owned enterprise Telecom New Zealand.

Managed a team to process and manage inter-company trading between Telecom Auckland and the other Telecom New Zealand operating subsidiaries.

• Project-managed the inter-company commercial component of a national facilities management project worth about NZ$27,000,000

• Produced and managed inter-company service level agreements

Manager Technology, Network Operations, Chorus NZ Limited, Auckland, New Zealand, Jan 1990 – Dec 1991 (2 years)

Managed a team to produce engineering designs, network plans and operating procedures; personally focused on the telex, data, and packet switching technologies.

• Project-managed the Auckland part of the national network management system (NMS), total worth about NZ$5,300,000

• Saved over NZ$90,000 in legal costs and one salary (about NZ$48,000 p.a.) by winning a court case against a dismissed senior engineer

• Led Total Quality Management workshops and managed internal re-organisations

Senior Engineer, Equipment Operations, Chorus NZ Limited, Auckland, New Zealand, Jan 1984 – Dec 1989 (6years)

Produced telephone exchange specifications and design modifications while preparing for post-graduate professional registration with the Institute of Professional Engineers New Zealand (IPENZ).

• Designed and implemented switching operating data for telex, data, and packet switching networks

• Produced and maintained the Auckland part of the “111 Emergency” procedures, delivering to the communication needs of the NZ Fire, NZ Police, and St John Ambulance authorities

Assistant Engineer / Technical Assistant, Chorus NZ Limited, Auckland, New Zealand, Feb 1979 – Dec 1983 (4 years 11 months)

Commenced telecommunications engineering career while completing BE Electrical degree.

• Trained on the installation of Samoa’s first satellite earth station (Standard B) as post-graduate project; spent 3 weeks in Surrey, UK overseeing assembly and integration tests with project manager Plessey Limited