IT OFFICER
EDC East and Southern Africa Regional (ESAR) Center
Skills
Technical and Help Desk Support Engineer with +10 years of experience in helping clients maintain smooth operations. Competent Technical Support Specialist and well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Commended for rapidly and effectively resolving downtime and gained an excellent reputation for resolving problems and improving client satisfaction.
Project history
01/2017
-
04/2018
TASKS & RESPONSIBILITIES:
* Provided Tier 1 IT support to non-technical internal users through desk side support services;
* Performed daily system monitoring, verifying integrity and availability of all hardware,
server resources, systems and key processes;
* Removed malware, ransomware and other threats from laptops and desktop systems;
* Responded to support requests from end users and patiently walked individuals through basic
troubleshooting tasks;
* Trained and supported end-users with software, hardware and network standards and use
processes;
* Collaborated with vendors to locate replacement components and resolve advanced problems;
* Performed tests of functionality, security and performance of different workstations and
devices;
* Supervised and monitored delivery of contractual services according to SLA agreements;
* Set up network profiles, security permissions and file sharing systems;
* Controlled and managed server room, wireless network, server infrastructure, audiovisual
equipment, laptops and video conferencing equipment;
* Provided Tier 1 IT support to non-technical internal users through desk side support services;
* Performed daily system monitoring, verifying integrity and availability of all hardware,
server resources, systems and key processes;
* Removed malware, ransomware and other threats from laptops and desktop systems;
* Responded to support requests from end users and patiently walked individuals through basic
troubleshooting tasks;
* Trained and supported end-users with software, hardware and network standards and use
processes;
* Collaborated with vendors to locate replacement components and resolve advanced problems;
* Performed tests of functionality, security and performance of different workstations and
devices;
* Supervised and monitored delivery of contractual services according to SLA agreements;
* Set up network profiles, security permissions and file sharing systems;
* Controlled and managed server room, wireless network, server infrastructure, audiovisual
equipment, laptops and video conferencing equipment;
01/2015
-
12/2015
SOFTWARE DEPLOYMENT ENGINEER
EMDY Solutions
TASKS & RESPONSIBILITIES:
* Work with Application Development teams to implement customized applications for internal
Barclays staff;
* Ensure Quality Assurance and Security compliance of all batch environments;
* Solving of application problems to achieve the default service level agreements and support of
Barclays staff in critical situations;
* Control the scheduling of ALL batch processing via approved batch scheduling tools;
* Perform client personal computer builds and configurations plus customer assistance with
problem source identification and problem resolution at the customers desktop;
* Follow up calls to customer to assure incident closure. Update and close call records for work
being performed;
* Provided desk-side support to IBM Lenovo Barclays Bank clients for PC hardware and software;
* Work with Application Development teams to implement customized applications for internal
Barclays staff;
* Ensure Quality Assurance and Security compliance of all batch environments;
* Solving of application problems to achieve the default service level agreements and support of
Barclays staff in critical situations;
* Control the scheduling of ALL batch processing via approved batch scheduling tools;
* Perform client personal computer builds and configurations plus customer assistance with
problem source identification and problem resolution at the customers desktop;
* Follow up calls to customer to assure incident closure. Update and close call records for work
being performed;
* Provided desk-side support to IBM Lenovo Barclays Bank clients for PC hardware and software;
01/2014
-
12/2014
TECHNICAL SUPPORT OFFICER
EDC East and Southern Africa Regional (ESAR) Center
TASKS & RESPONSIBILITIES:
* Assessed system hardware and software and suggested modifications to reduce lag time and
improve overall speed;
* Explained technical information in clear terms to non-technical individuals to promote better
understanding;
* Patched software and installed new versions to eliminate security problems and protect data;
* Configured hardware, devices and software to set up work stations for employees;
* Uploaded new OS updates, rolled out updates and applied patches to office servers upon release
to thwart malware and virus threats from penetrating office network;
* Implemented, developed and tested installation and update of file servers, print servers and
application servers in all departments;
* Maintained flexible schedule and responded to after-hours and weekend emergencies;
* Delivered Windows server support and backup management;
* Assessed system hardware and software and suggested modifications to reduce lag time and
improve overall speed;
* Explained technical information in clear terms to non-technical individuals to promote better
understanding;
* Patched software and installed new versions to eliminate security problems and protect data;
* Configured hardware, devices and software to set up work stations for employees;
* Uploaded new OS updates, rolled out updates and applied patches to office servers upon release
to thwart malware and virus threats from penetrating office network;
* Implemented, developed and tested installation and update of file servers, print servers and
application servers in all departments;
* Maintained flexible schedule and responded to after-hours and weekend emergencies;
* Delivered Windows server support and backup management;
08/2013
-
01/2014
ICT MANAGER/CONSULTANT
European Commission Humanitarian aid and Civil Protection (ECHO)
TASKS & RESPONSIBILITIES:
* Loaded software, granted permissions and configured hardware for new employees as part of
onboarding process;
* Handled computer system troubleshooting and provided technical support to entire team for
computer operations.
* Oversaw IT activities to maintain operations by maintaining laptops, tablets and PDAs for
office users;
* Monitored networks and network devices to resolve technical problems quickly;
* Assisted IT Manager on resolving server issues and server upgrades and implementing office
backup-policy;
* Daily responsibilities included managing multiple staff requests, troubleshooting daily
network problems, installing IT equipment and performing on-site testing of newly installed
equipment;
* Monitored office servers, network connections to maintain maximum up-time and functionality;
* Assisted in the Server installation (IBM System x3650 M3 Rack Server), domain name setup and
Active Directory Services setup; Installing and deploying networked printers via Group Policy;
* In Active Directory, helped create, manage, and maintain grant/deny/remove user access on the
local domain network accounts, as and when needed;
* Managed user permissions to network resources, security groups, and network stored data as
requested by proper authorities;
* Loaded software, granted permissions and configured hardware for new employees as part of
onboarding process;
* Handled computer system troubleshooting and provided technical support to entire team for
computer operations.
* Oversaw IT activities to maintain operations by maintaining laptops, tablets and PDAs for
office users;
* Monitored networks and network devices to resolve technical problems quickly;
* Assisted IT Manager on resolving server issues and server upgrades and implementing office
backup-policy;
* Daily responsibilities included managing multiple staff requests, troubleshooting daily
network problems, installing IT equipment and performing on-site testing of newly installed
equipment;
* Monitored office servers, network connections to maintain maximum up-time and functionality;
* Assisted in the Server installation (IBM System x3650 M3 Rack Server), domain name setup and
Active Directory Services setup; Installing and deploying networked printers via Group Policy;
* In Active Directory, helped create, manage, and maintain grant/deny/remove user access on the
local domain network accounts, as and when needed;
* Managed user permissions to network resources, security groups, and network stored data as
requested by proper authorities;
07/2011
-
09/2012
IT ASSISTANT COORDINATOR
Sudan Radio Service
TASKS & RESPONSIBILITIES:
* Reviewed system and network performance to make proactive adjustments based on established IT
policies;
* Maintained current software licenses and patched applications to stay up-to-date with latest
features;
* Installed and configured software and hardware;
* Performed server backups and changed and replaced backup tapes;
* Diagnosed, troubleshot and resolved network and system problems;
* Assisted in the setup and deployment of antivirus and security solutions throughout entire
system network;
* Provided consistent support through on-call rotation duty;
* Actively listened to office staff, handled concerns quickly and escalated major issues to
supervisor;
* Reviewed system and network performance to make proactive adjustments based on established IT
policies;
* Maintained current software licenses and patched applications to stay up-to-date with latest
features;
* Installed and configured software and hardware;
* Performed server backups and changed and replaced backup tapes;
* Diagnosed, troubleshot and resolved network and system problems;
* Assisted in the setup and deployment of antivirus and security solutions throughout entire
system network;
* Provided consistent support through on-call rotation duty;
* Actively listened to office staff, handled concerns quickly and escalated major issues to
supervisor;
07/2010
-
07/2011
HELPDESK & CUSTOMER SUPPORT OFFICER
Alibhai Shariff & Sons Ltd.
TASKS & RESPONSIBILITIES:
* Managed high levels of call flow and responded to technical support needs;
* Maintained flexible schedule and responded to after-hours and weekend emergencies;
* Loaded software, granted permissions and configured hardware for new employees as part of
on-boarding process.
* Linked computers to network and peripheral equipment, including printers and scanners;
* Setup, installed and configured computers in various business locations to support operations
and reporting]
* Backed up company data on regular basis, successfully recovering critical information after
data loss;
* Answered calls and emails at company's help desk, assisting employees with troubleshooting
computer issues;
* Researched and identified problems with computers and advised staff and clients on plans of
action;
* Disassembled computers to perform diagnostics and check for repair needs;
* Managed high levels of call flow and responded to technical support needs;
* Maintained flexible schedule and responded to after-hours and weekend emergencies;
* Loaded software, granted permissions and configured hardware for new employees as part of
on-boarding process.
* Linked computers to network and peripheral equipment, including printers and scanners;
* Setup, installed and configured computers in various business locations to support operations
and reporting]
* Backed up company data on regular basis, successfully recovering critical information after
data loss;
* Answered calls and emails at company's help desk, assisting employees with troubleshooting
computer issues;
* Researched and identified problems with computers and advised staff and clients on plans of
action;
* Disassembled computers to perform diagnostics and check for repair needs;
01/2005
-
06/2010
TECHNICAL SUPPORT OFFICER
Definitive Technologies Limited
TASKS & RESPONSIBILITIES:
* Documented all transactions and support interactions in system for future reference and
addition to knowledge base;
* Assessed system hardware and software and suggested modifications to reduce lag time and
improve overall speed;
* Broke down and evaluated user problems, using personal expertise and probing questions;
* Followed up with clients to verify optimal customer satisfaction following support engagement
and problem resolution;
* Set up network profiles, security permissions and file sharing systems for clients;
* Assisted customers with IT related product selection based on stated needs, proposed use and
budget;
* Installed, modified and repaired software and hardware to resolve technical issues;
* Identified and solved technical issues using variety of diagnostic tools and tactics;
* Established, repaired and optimized networks by installing wiring, cabling and devices;
* Investigated and corrected problems with printers, copiers and other peripheral devices;
* Documented all transactions and support interactions in system for future reference and
addition to knowledge base;
* Assessed system hardware and software and suggested modifications to reduce lag time and
improve overall speed;
* Broke down and evaluated user problems, using personal expertise and probing questions;
* Followed up with clients to verify optimal customer satisfaction following support engagement
and problem resolution;
* Set up network profiles, security permissions and file sharing systems for clients;
* Assisted customers with IT related product selection based on stated needs, proposed use and
budget;
* Installed, modified and repaired software and hardware to resolve technical issues;
* Identified and solved technical issues using variety of diagnostic tools and tactics;
* Established, repaired and optimized networks by installing wiring, cabling and devices;
* Investigated and corrected problems with printers, copiers and other peripheral devices;
Local Availability
Only available in these countries:
Kenya
