VICTOR OBAYI

Tier 3 Help Desk Support at Mimosa Court Management

• Kenya
• January 2013 to April 2018

1) IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
2) Support of disaster recovery solutions
3) Technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
4) Basic remote access solution implementation and support
5) Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
6) System documentation maintenance and review
7) Communication with users as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
8) User support with MDaemon mail server, Fidelio suite, sun system and Micros Fidelio material control.
9) Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Asking probing questions and researching, analyzing and rectifying problems.

Help Desk at Palm Oil Transporters Limited

• Kenya
• June 2009 to January 2012

Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues.
Asking probing questions and researching, analyzing and rectifying problems.
PALM OIL TRANSPORTERS, Nairobi Kenya
Help Desk Technician, June 2009 to 2012
1) Reporting directly to the head of Technical department and collaborating closely with other IT
team members. Responding to queries and resolving problems to the user’s satisfaction.
2) Contribute to the development of IT departmental strategies to align with the overall business
strategy as well as corporate strategy.
3) Provide primary system administration, configuration, and troubleshooting of the servers’
environment and performance issues including but not limited to Active Directory, Exchange and
trucks monitoring system.
4) Ensure high availability and acceptable levels of performance of mission critical host computer
resources.
5) Perform troubleshooting as required. As such, leads problem-solving efforts often involving outside
vendors and other support personnel and/or organizations.
6) Install new / rebuild existing servers and configure hardware, peripherals, services, settings,
directories, storage, etc. in accordance with standards and project/operational requirements.
Perform system changes following existing change management policies.
7) Develop tools, procedures, and training sessions for Operations, user Support and general staff to
assist with work.
8) Manage the data Centre and computer host systems including hardware, software and equipment
such as air-conditioning system,

Help Desk Technician at NETWORK OF AFRICAN PEOPLE, Nairobi Kenya

• Kenya
• November 2003 to December 2009

1) Coordinated the installation of new computer hardware, software, and networking equipment
2) Created and implemented changes to the test plans to ensure that all software functions are thoroughly tested
3) Installed and maintained all workstations and file servers
4) Installed network cabling, routers, and hubs to provide staff with network connectivity
5) Installed new operation systems, network drivers and file sharing systems
6) Investigated all problems with users and distributed networks
7) Maintained and troubleshooted local area networks to include Ethernet and Local Talk networks
8) Managed complex external user interactions that fall outside the boundaries of established customer and stakeholder procedures and protocols
9) Provided users and stakeholders with up to date status on all issues including hardware and software updates, patches, and enhancements
10) Provided policy-based solutions to end users in response to requests placed through any supported media
11) Provided solutions or interface with various vendors
12) Provided technical and process user support functions
13) Provided technical and software training for staff
14) Wrote and performed regression test plans on new software releases and reported discrepancies

• to

Monitor the remote monitoring and management system alerts and notifications and respond
accordingly through service tickets
6) System documentation maintenance and review
7) Communication with users as required: keeping them informed of incident progress, notifying
them of impending changes or agreed outages