Osman Sabir

Experience

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  UNDP

  Jan 2013 - Apr 2013

  Help Desk Support

  ▪ Configuration of computers software and hardware▪ General computer maintenance.▪ Setting up wireless access points and wireless routers▪ Performed Data entry and worked with my supervisor to ensure comprehensive data entry.▪ Setting up of ‘IP’ based video conferencing system for the meeting between the office in Nairobi and those in Garowe, Hargeisa and Mogadishu.▪ Provided support on office tools such as MS Word, MS Excel, MS Outlook to home and field staffs ▪ Handled ICT helpdesk functions e.g., scheduling and monitoring helpdesk tasks through UNDP Somalia intranet.▪ Provided basic share point knowledge to our local staffs ▪ Performed day‐to‐day ICT end user support to staff and general Computer maintenance and I personally uninstalled Kaspersky antivirus and installed semantic antivirus for over 100 computers manually and ran their updates Show less

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  Dimension Data

  Jul 2014 - Apr 2015

  Network Engineer

  Spearheaded network infrastructure installation, configuration, and upgrade to improve performance and reliability for Kenyan government ministries. Troubleshooted complex LAN/WAN infrastructure including routing protocols EIGRP and OSPF. Coordinated personalised training of staff throughout system upgrades and responded to queries. Liaised with Cisco Call Manager to configure new users and link with IP phones. Reviewed and implemented security policies through ACL, Firewall, IPSEC, SSL, and VPN. • Assisted survey of Government of Kenya’s Data-Centers readiness for installation of physical security, fire suppression, air conditioning, access controls, and general cabling structure. • Executed security audits of perimeter routers and recognized missing ACLs.• Successfully upgraded Cisco router configuration files to improve processes. Show less

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  Wavetec

  May 2015 - Apr 2018

  Associate Customer Support Engineer

  Oversaw processes for Digital Signage and Queue Management for Huduma Center and KCB; assisting server related issues. Communicated online with local and global clients. Led global installation and support within Africa. Resolved incidents and prepared reports for management. Implemented security policies and installed virus protection. Performed administrations of user accounts under ERP in addition to LAN administration. Supported system builds, upgrades, and migrations. Coordinated deployment, configuration, and management of web based report system. • Successfully supported current customer support systems to improve assistance and efficiency. • Recovered 20% of RMA products previously written off as faulty. Show less

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  VOLTIC AFRICA LTD.

  Apr 2018 - Aug 2020

  Technical Manager

  Spearheaded change management processes across new and existing projects. Coordinated inventory management, distribution of goods, and facility layout. Served as second and third point of contact within support line in addition to assisting SQL database migration and installation. Identified and reported non-compliance and deviations to relevant stakeholders. Prepared and submitted relevant reports to accounts office. Utilized ERP for user management, creation, and report extraction. Implemented anti-virus and anti-malware systems and processes. Upheld SLA and OLA agreements for endpoint security management.• Directed research of new technologies and alternative methods of efficiency to improve processes and productivity output. • Successfully resolved customers’ mission-critical issues outside of regular business hours.• Upheld exceptional customer service and consistently adhered to relevant SLA’s. • Fostered and developed positive professional relationships with key vendors, clients, and stakeholders. • Led management of quality assurance programs and hardware prior to client delivery to maintain quality standards.• Assisted development of new software product being leased to clients in collaboration with development team; overseeing scheduling of installation, updates, and fine tuning. Show less

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  Biometric technology limited

  Sept 2020 - now

  Lead Technical Support Engineer

  Communicate with clients to outline needs, establish timelines, and address queries. designed and put into place dependable, scalable network infrastructures that support the expansion and daily operations of businesses, and installations prior to commercial release. Network device configurations (firewalls, switches, and routers) designed for optimal security and performance. Install, configure, patch, and upgrade systems and servers. Track problem management database (SAP) and follow-up with assigned personnel. Review and adhere to Service Level Agreements; prioritizing and resolving requests and incidents promptly. Proactively kept an eye on the functionality and health of the network via Cisco Prime Infrastructure. produced thorough reports for management review on project status, security events, and network performance. • Reduced downtime and service interruptions by quickly identifying and fixing network problems. • Supported management decision making by creating adaptable workflows and improving processes to maximise efficiency. • Coordinated comprehensive training on Wave Sphere Management Portal, Electronic Queue Management, Customer Feedback Systems, and Digital Signage Solution.• Created and kept up disaster recovery plans to guarantee uninterrupted business operations.• Developed positive technical relationships with engineering and management teams. Show less