Alex Muinde

Experience

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  Young & Rubicam

  May 2013 - Dec 2013

  IT Support Assistant

  Network administration and support – Configuring access points & switches, and implementing DHCP.AD administration – Managing users and groups and access permissions.Supporting MS Exchange Server 2010 – creating users & troubleshooting.Providing support to end-users, troubleshooting network printers and scanners and installing software & hardware.Maintaining IT asset inventory.Performing data backup on on-premises servers both onsite & offsite.Training new and existing users on how to IT systems.Periodic preventive maintenance of all IT equipment. Show less

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  Daystar University

  Jan 2014 - Oct 2014

  ICT Officer

  Acting as the first point of contact and escalation for all IT issues.Systems Administration - Active Directory administration, Print Server administration and performing daily backups of systems.Supporting the University Library Management SystemLAN administration and support for both wireless & cable infrastructures.Liaising with ISPs to ensure 99% internet availability.Performing preventive maintenance on IT equipment. Maintaining IT asset inventory.Providing technical support and training users on new and existing systems.Enforcing the university’s IT policies in regard to the use of IT equipment and computer labs. Show less

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  Kenya Airways

  Nov 2014 - Jun 2018

  IS Support Engineer

  Acting as the first point of contact and escalation for all IT issues.Supporting users on Altea Suite - Altea Amadeus for reservations and ticketing, Altea Customer Management for airport check-in and Altea Flight Management for flight management and dispatch.Installing and Supporting BoeingToolBox, technical and mechanical manuals for engineers.Providing local and remote desktop support to over 200 users and different business units according to the agreed Service Level Agreement. Using a ticketing system (CA) to record incidents and service requests handled and acting escalating to higher-level engineers.Installing, configuring and upgrading new desktops, notebooks and computing equipment as per company policies.Supporting the network infrastructure while at the same time managing network resources, like printers, scanners and file shares.Participating in testing, deployment & implementation of new IT Systems. Hardening windows desktops & laptops by installing security patches and antivirus software.System tune-ups, upgrades and optimization to ensure smooth running.Repairing and upgrading hardware and software in liaison with the vendors for service for warranty fixes.Documenting guidelines for solving newly identified problems and providing workarounds where applicable. Show less

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  SportPesa

  Jul 2018 - Nov 2020

  Systems Support Engineer

  System Administration - Active Directory & DNS, Certificate Authority, & Group Policy administration. Ensuring AD replication between sites distributed across different geographical areas. Administering Microsoft 365 suite – Managing users and groups, administering Exchange Online, Teams, managing subdomains, Azure AD Sync, SharePoint Online sites, permissions & licensing.Deploying & administering IBM BigFix Patch Management tool - Ensuring timely application of security patches on servers and endpoints using the IBM BigFix Patch Management tool.Deploying & administering Symantec Endpoint Protection enterprise antivirus solution, ensuring virus definitions are up-to-date and applied to all corporate devices and servers and investigating detected malware.Deploying & administering SolarWinds’ Orion for monitoring servers for availability, capacity, usage & network performanceDeploying and maintaining a centralized Windows Event Collection point for all endpoints and servers, and forwarding of events to IBM QRadar SIEM to aid in tracking security events.Championing for company-wide implementation of OneDrive for Business as a backup strategy for user dataUsing the ITSM tool (ServiceNow) to record all incidents, service and change requests, and ensuring resolution according to the SLA. Developing and maintaining a KEDB for all known errors, problems and their workaround.Developed IT procedures, documentation and policies intended to help the organization achieve ISO certification (ISO 20000-1:2018)Implemented BitLocker and FileVault disk encryption on corporate devices & a centralized encryption recovery key store on Azure AD & on-premises AD.Deployed hMail server as an internal mail relay for relaying emails and alerts from servers.Implemented Local Administrator Password Solution (LAPS) for rotating administrator passwordsProviding level 1&2 support, resolving issues according to the SLA and escalating issues to higher-level engineers & service providers. Show less