System Administrator
Tanzania Revenue Authority
Total years of experience :16 years, 1 Months
1. Installing, supporting, and maintaining servers or other computer systems, and Planning for and responding to service outages and other problems.
2. Create a backup and recovery policy
Update system as soon as new version of OS and application software comes out
3. Implement the policies for the use of the computer system and network
4. Setup security policies for users (e.g. firewalls and intrusion detection systems).
5. Manage day to day operations of Internet Service Provider (ISP) Manage team of suppliers, Internet Service Providers (ISP) and outsource vendors.
6. Network Planning and deployment
7. Grant access to users in the Active Directory, Oracle Identity Manager (OIM) and exchange server. 8. Development and Maintaining Internal Management Software Suite
9. Maintain internal Database System(s) and hot backup systems
10. Answering technical calls/queries and troubleshooting or escalate any reported problem VOIP, Network Planning, and maintenance
11. Perform On-Site technical support and network troubleshooting
Key role: Served as a liaison between clients and customer Support staffs achieving a 95% (20 Queries) target of resolving lodged queries in ERP and unlogged queries like billing errors, profile Activation/deactivation,
1. Achieved a 99% service level (SL) target and an average processing time (APT) of 90seconds.
2. Activations, deactivations, migration, integrations, designing and troubleshooting of network. Linking switching section and commercial division while updating 50 customers' profiles weekly.
3. Handling face-to-face enquiries from customers. Providing help and advice to customers using organization's products and services.
4. Communicating courteously with customers by telephone, email, letter and face to face.
5. Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
6. Handling customer complaints or any major incidents, such as outages and maintenance.
Key role: Manage and maintain computer systems and software within the company.
Performing backup of Data
Applying operating system updates and configuring changes
Installing and configuring new hardware and software
Adding/deleting/modifying user accounts information and resetting passwords etc. Answering technical calls/queries
Responsibility for security of the system Responsible for documenting the configuration of the system
Troubleshooting any reported problem
System performance tuning
Keeping the system up and running