IT Specialist
Guide InfoTech Limited
Total years of experience :12 years, 4 Months
• Provide strategic guidance to clients with regards to technology, advising them on the use of information technology in order to meet their business objectives;
• Design and implement effective IT strategies and solutions for clients’ in order to boost productivity and cut costs;
• Solve complex technical problems involving hardware, software and network systems;
• Participate in the implementation of business and technical IT solutions, as well as upgrades, enhancements and conversions;
• Conducted training sessions for staff on new systems and software to ensure smooth transitions and increased productivity;
• Maintaining vendor relationships and negotiating contracts to ensure cost effective procurement of IT equipment and software;
• Improved client satisfaction by providing excellent customer service, responding to inquiries quickly and proactively identifying and addressing potential problems;
• Implemented a new preventive maintenance and disaster recovery plan that reduced data loss risks and improved system availability by 25%;
• Developed and implemented an IT asset management system, which reduced unnecessary purchases, saving the company 10% on IT costs.
• Provide front line ICT support for all users by providing technical support and ensuring all ICT activities/systems, solutions and services across all the departments are up and running;
• Responsible for the maintenance and support of all Embassy IT systems and infrastructure;
• Managed the Embassy's LAN and WAN networks, ensuring secure and dependable connectivity;
• Provided technical support to staff on hardware and software issues, as well as ensuring the smooth operation of office automation systems;
• Maintained an inventory of all Embassy IT equipment, tracking their usage, location and maintenance schedules;
• Provided regular system performance reports and analysis to Embassy management to ensure that IT was in line with overall organizational goals;
• Managed external vendor and contractor relationships to ensure efficient service delivery and cost-effective procurement;
• Led the migration of the embassy's document management systems to a new cloud-based platform, which improved data access, reducing downtime by 35%.
• Provided technical support to users and resolved helpdesk requests related to hardware, software and network systems through emails, over the phone and/or in person;
• Developed and maintained documentation for all systems and applications, ensuring clear and comprehensive troubleshooting and maintenance instructions;
• Managed Active Directory and Group Policy to ensure that proper security measures were implemented and enforced;
• Assisted in the implementation of a new virtual desktop infrastructure (VDI) that improved performance and user experience;
• Developed and maintained disaster recovery plans and backup procedures to ensure business continuity, resulting in a 60% reduction in downtime in the event of system failures;
• Led the implementation of a new ticketing system for IT support requests, which improved efficiency and customer satisfaction;
• Provide timely and high-quality service delivery, technical support, advice to user requests to ensure proper access to agency business data and information;
• Maintain ICT equipment inventory, including hardware and software, as well as ensure adequate supply and functionality in collaboration with relevant staff, saving the company 20% on IT costs.
• Collaborated with clients to understand their needs and create customized IT solutions that aligned with their business objectives;
• Managed and implemented various projects, including digital archiving, network infrastructure deployment and cloud computing solutions, with success;
• Managed the internal IT infrastructure of the company and provided technical support to employees;
• Led and managed cross-functional teams to ensure project success while adhering to budget, timeline and quality goals;
• Developed and maintained client relationships to ensure continued customer satisfaction and repeat business;
• Designed and implemented a new IT service management (ITSM) framework that enhanced service delivery and customer satisfaction;
• Successfully managed and trained a team of 30 professionals to deliver projects on time, within budget, and to a high standard of quality, resulting in a 35% increase in productivity;
• Managed and ensured the smooth operation of all computer systems and network components;
• Coordination of supplier relationships to facilitate delivery of ICT-related services that meet business requirements and needs;
• Recruiting qualified individuals, training them to perform, and ensuring that talent is effectively matched to project scope;
• Ensured that the day-to-day operations of projects are effectively transitioned to the Project Managers.
• Provided technical assistance to staff on hardware and software issues, as well as ensured the proper operation of IT equipment and systems used by internal clients;
• Provided excellent customer service to our clients by being responsive and ensuring that all issues are resolved quickly and effectively, increasing customer satisfaction levels;
• Examine network change settings to ensure that access interface settings and appropriate uplink are in place to aid Quality of Service (QoS);
• Collaborated with third-party vendors and contractors to acquire and maintain IT hardware and software;
• Led the rollout of a new IT asset management system, which reduced unnecessary purchases and saved the company 15% on IT costs.
86/100
100/100
Grade: Second Lower Class