Geoffrey Aroma

IT Support Officer at UMEME Limited- Uganda

• Uganda
• April 2012 to December 2017

General Job Role/ Purpose:
Responsible for providing IT Operations Management including IT Operations contorl and Facilities Management while forming first, and secondl level technical IT support to users including installations of both hard and software, troubleshooting, repairs, overhauls, calibration, tagging/ engraving, maintenance, management, training and documentation for all the types of IT equipment, devices, networks and systems use in the Umeme Company Limited as well as control security of ICT systems to facilitate business continuity in Umeme.
Provide support to ICT users in the organization to enhance availability of IT services.
Trouble shoot software and hardware failures by either telephony of Remote Desktop Protocol (RDP).
Sensitize and guide users on new applications and ICT policy of Umeme Ltd-Uganda.
Manage user accounts, create and reset accounts and passwords for users on AD.
Respond to users requests and liaise with second level support to resolve escalated issues.
Checking and ensuring that all incoming equipment are in working conditions and with adequate documentation.
Assisting users in correct operation of the equipment and delivering “users’ maintenance” training to ensure that the equipment is used properly and safely.
Receiving the new ITequipment and ensuring installation and satisfactory working.
Ensuring that all new and repaired equipment are tested before put into service.
To set up equipment for employee/ user.
To perform or ensure proper installation of cables, operating systems, or appropriate software.
Install and perform repairs to hardware, software patches or peripheral equipment, such as printers, UPS and computers following design or installation specifications.

Manage computer hardware and software maintenance in the organization to facilitate business continuity.

Conduct installation and configuration of computer hardware and software.
Upgrade of software and hardware components.
Supervise service providers during preventive maintenance and installations.
Identify user needs for IT equipment and allocate respectively
Keep track of IT Inventory and account for all IT assets in custody for the assigned stations.
Ensuring the work has been carried out as per the requirements of the service agreement.
Providing maintenance services for the equipment not covered by warranty or services.
Repairing or servicing all equipment as and when required.
Responding to all calls for emergency repairs.
Diagnosing system malfunctions on IT electronic/mechanical devices
Repairing and replacing defective parts, testing and re-installing repaired equipment.
Performs calibration on equipment.
Performs Information Security Management Control on ICT hardware and systems to enhance safety of IT assets Control physical access to the server rooms in the respective stations.
Reset passwords for users and manage access to applications
Maintain the environment and cleanliness in the server rooms in order to minimize outages
Perform IT Facilities Management
Monitor the functionality of hardware and systems in the server rooms.
UPS logs are check daily to ensure its functioning well without any error and if there is any alarm, it should clear & Reset.
Ensure that all Air Conditioners in the Server Room are Functioning well with good temperature and without leaking.
Compile weekly reports on availability of IT service in the different stations and submit to the supervisor
Ensuring documentation related to departmental IT works.
Maintaining up-to-date and accurate inventories of IT equipment with all relevant details.
Preparing requisitions to order and maintain adequate replacement part supplies
Perform IT Facilities Management :Monitor the functionality of hardware and systems in the server rooms.
Compile weekly reports on availability of IT service in the different stations and submit to the supervisor