Sarko Hagba

Experience

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  Ministry of Finance

  Apr 2010 - Sept 2014

  Help Desk Technician | IT Desktop Support

  1. Create, assign, track and escalate support request with ticketing systems such Spiceworks and SysAid significantly reducing response time. 2. Managed deployment and maintenance of hardware to over 700 employees providing technical support to internal staff and external clients via phone, email, and remote assistance, resolving hardware, software, and network issues.3. Contributed immensely to the creation and maintenance of knowledge base articles, troubleshooting guides, and standard operating procedures to facilitate efficient problem resolution by 25%.4. Configure, deploy and supported the maintenance of Local Area Network and Wide Area Network (LAN/WAN).5. Experience in Managing Windows Server services such as Active Directory, Group Policies, DNS, DHCP, Print Server, Backups (SAN and NAS).6. Diagnosed and resolved technical problems related to desktops, laptops, printers, mobile devices, and software applications, escalating complex issues to appropriate support teams as needed.7. Conducted end-user training sessions and created user-friendly guides and documentation to promote self-service resolution and enhance end-user proficiency.8. Install, configure and maintain computer hardware, software, systems, networks, printers and other devices.9. Manage domain related task and support with hardware and software issues, both remotely and on-site.10. Perform upgrade, patches, and backups to ensure optimal performance and security of IT system. Show less

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  Ministry of Finance and Development Planning

  Oct 2016 - now

  • Responsible to implement and maintain MFDP’s information systems and technology solutions, namely, Security Information and Event Management (SIEM), Intrusion Detection System (IDS), log management and analysis, encryption, and vulnerability assessment tools on a 24/7 basis.• Manage on-boarding and off-boarding of employees in line with the MFDP’s Information Security Policy and Access Control policy across all platforms.• Coordinate with all function and technical unit areas across IT to raise awareness and support Endpoint Security.• Implement and ensure documentation of security standards, procedures, process, guideline for security group responsible for day-to-day operations of data center security solutions.• Solely responsible for VPN configuration, activation and deactivation of secure remote services with SOPHOS firewall.Output• Implemented and successfully transition 950 users email accounts from Legacy G Suite to Google Workspace with a reduced timeline and a delivery rate of 96%.• Monitor IAM for potential abuse of permission by authorized system users resulting in 10 early detention of credential sharing and recommendations for remediation.• Collaborated with cross-functional team to improve backup, frequency of the backup and encryption defining RPO with a goal of 96% resulting in 0 breaches over 4 years.• Identified and mitigated risk associated with On-boarding and Off-boarding process resulting in effective access management and sensitive information control by 90%. Show less 1. Led a cross functional IT team of 8 (Help desk & Desktop Support) to enhance incidence response promptly resolving disruption in IT services using the ITIL framework.2. Implemented IT security policies, procedures, and best practices to improve operational efficiency and enhance security posture by 25%.3. Developed KPIs for IT services delineated in the Service Level Agreement (SLA) and Scope of Work highlighting definite outcome and deliverable timelines.4. Developed standard specifications for the procurement of IT equipment’s (Laptop, Desktop, Servers) and ensure the decommissioning of those asset follow Standard Operating Procedures (SOPs) enshrined in the Information Security Policy.5. Spearheaded the integration of ITIL best practices, optimizing the incident management life cycle for rapid resolutions for all incidents.6. Designated as a single point-of-contact for the Incident Management Team to provide oversight for Network Design and Deployment (LAN/WAN), Security Operation Center and System Administrators. 7. Install and configure software, hardware and network infrastructure components, ensuring optimal performance and reliability.8. Conducted user training sessions and created instructional materials to promote efficient use of technology resources and enhance end-user productivity.9. Produce documents outlining incident protocols, such as handling cybersecurity threats or correcting system failures.10. Prioritize incidents based on data analysis and impact on the business process and effectively communicate with upper management.11. Implemented an IT project for 2 ERP system creation, design, testing and deployment resulting in a timely execution rate of 85% on e-gov services. Show less

  • Information Security Analyst

    Apr 2018 - now

  • Threat Incident Manager

    Oct 2016 - May 2018
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  African Methodist Episcopal University

  Feb 2017 - May 2024

  Adjunct Faculty

  1. Developed lesson plans encompassing current software and computer applications for a target student of 100 per semester.2. Planning lessons and activities that facilitate students' acquisition of advanced computer application skills dealing with large data, data manipulation and complex calculations.3. Regularly perform quality and functionality assessments as well as creating standard bid documents for the requisition of new hardware and software.4. Continually research new technologies, programs, and scholarly materials to help keep the student abreast with the latest trend in the IT world.5. Instructing in a manner that develops students' confidence in their abilities.6. Tracking and communicating students' progress throughout the course. Show less