Experience

• 

  World vision

  Jul 2013 - now

  IT Service Management and Projects Implementation as follows:-- A first point of contact on all IT issues and day-to-day technical support to end users- IT Projects (LANs, WAN/VPN & Systems) Design, Implementation, configuration and support- Log, analyze and resolve level 1 and 2 incident tickets and service requests on the customer support system, wherever necessary escalate to level 3 as per SLAs- Configure network and telecommunication devices such as Routers, Switches, firewalls, PABX and wireless devices- Install, configure, troubleshoot and perform repairs to computer hardware and software as per WV IT standards and policies- Manage ICT contracts and inventory of Computer hardware and software- Inspect, setup and configure new equipment as per WV IT standards- Ensure computer system security by installing latest antivirus software and inform users to adhere to ICT security policies- Ensure all databases are functional and operational- Carry out regular preventive and corrective maintenance of ICT equipment and provide technical recommendations to the management on ICT issues- Work with Internet Service Providers (ISPs) to ensure SLAs are adhered to and outages are reported in a timely manner with rebate given for downtimes experienced- Facilitate disposal of ICT materials in collaboration with procurement team- Perform basic user training and induction to new users- Ensure data protection and backup of user data with WVT’s data server- Review tracking log to identify recurring problems, or problem affecting a large number of clients- Ensure all computers and joined to Domain and manage users and computers in Active Directory- Create, modify and review documentation of issues resolution- Implement and enforce ICT policies, standards and guidelines- Prepare and submit monthly reports- Participate in the development and implementation of ICT annual plans, Service Level Objectives (SLAs) and standard operating procedures in ICT services Show less

  • ICT Officer

    May 2014 - now

  • IT Help Desk

    Jul 2013 - Apr 2014