IT Support Engineer
Special Olympics
Total des années d'expérience :5 years, 4 Mois
Provided IT support ie desktop, email, printing, network support to members of staff.
Handled the helpdesk queries.
Installed operating systems and desktop / mobile applications
Administered Office 365
•Planned, designed, and implemented the cloud hosting infrastructure.
•Managed the hosting platform for clients and hardening the platform to protect it from security threats.
•Maintained client SLA’s and made sure that the SLA is met or above expectation.
•Installed, configured and supported an organization’s Local Area Network (LAN) and Wide Area Network (WAN), as well as software and hardware.
•Administered the delivery of services to clients as well as provide support to business development, client management, and service delivery teams.
•Managed and implemented client web and IT infrastructure projects.
•Tested the developed websites and systems to ensure that they met the set requirements.
Cobalt Partners - Ghana
•Led a support team that provided exceptional support to clients and achieved 100% customer satisfaction.
•Administered all technology integration processes on various servers and assisted to install various product solutions.
•Managed regular communication with all customers and personnel.
•Performed root cause analysis to solving client issues.
•Provided onsite and remote support for email, website.
•Monitoring and reporting on service requirements, whilst nurturing positive relationships with the customer base and staff within the Company.
•Developed user manuals and trained clients.
•Prepared the IT budget for the company.
Managed multiple projects and teams simultaneously provide technical expertise at all levels
•Monitored, resolved all technical issues and managed the IT architecture for all business data and events.
•Developed procedures to maintain security and protect systems from unauthorized use, acts of nature and user abuse.
•Managed and maintained the internal server ie Active Directory, File Server
• Designed and implemented a network that used both LAN and WAN.
• Network monitoring and resolving all network issues.
• Configured and maintained firewalls.
• Server management ie built, configured and tested Windows Server 2003 and 2008 as well as VMware.
• Managed the Active Directory and Microsoft Exchange email.
• Server firmware updates and patching on servers and workstations.
• Security - Antivirus updates and scans.
• System Backups - Scheduled backups and configured backup to disk.
• Encryption - Encrypting all laptops with BitLocker and PGP.
• Implemented VoIP soft phones and hard phones on an Asterisk VoIP System.
• Documentation - Kept an up-to-date documentation of IT procedures, e.g. backups and restore procedures, network diagram and IT inventory.
• User Support - Troubleshooting technical problems and implementing solutions.
• Hardware maintenance - Hardware repairs, printer and desktop computers service
courses: & Training •CCNA Certificate (University of Zimbabwe) •Root Cause Analysis (Standard Association of Zimbabwe) •Designing a Windows Server 2008 Active Directory Infrastructure and Services Certificate - Winsys, Zimbabwe •Configuring, Monitoring and Troubleshooting Microsoft Exchange 2010 Certificate – Winsys, Zimbabwe •Implementing a Microsoft SQL Server 2008 Database – Winsys, Zimbabwe •International Standard Association (ISO) – Standard Association of Zimbabwe, Zimbabwe
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