Head of System Support

• Jan 2022 - Present

• Coordinate IT projects• Apply planning, strategy and leadership skills to business challenges.• Create and implement systems to achieve corporate objectives.• Increase output quality and productivity of systems and processes.• Furthering business objectives through interactions with other department heads, external consultants, and software and hardware vendors• Responsible for the management of the organization’s email accounts• Manage complex software systems and provide technical support guidance• Develop a company’s strategic plan for computer systems according to established goals• Ensure that related hardware, software and other components are properly selected, developed, implemented, tested and deployed.• Responsible for monitoring systems to detect deficiencies, and recommending changes and solutions.• Make recommendations for the improvement of the company’s IT department• Regularly analyse and review logs to determine if problems are imminent and develop solutions before they occur• Analyse situations and determine resources needed to solve them• Make decisions quickly, often with limited information• Follow up with user to gauge their satisfaction with problem resolution; identify system support problem areas (i.e., negative trends) and, if warranted, implement corrective actions• Hire, develop, mentor, and train IT employee• Train employee on software and hardware technologies used

Data Protection Officer

• Jun 2019 - Present

ASSISTANT MANAGER, IT

• Jan 2019 - Apr 2022

• Technical lead on project. Includes analysis, redesign, consolidation and re-deployment of all business hardware & technologies, as well as consultation and coordination with multiple third-party vendors.• Network management & administration including: Uninterrupted connection support to critical core servers, Routine server maintenance including security, File, Print, internal Web and virtual servers, Smarter mail monitoring and management, Anti-virus, security investigation and updating.• Detecting, reporting, and mitigating physical security compromises of any system according to established guidelines; configuring and monitoring system backups, performing periodic restorations, WSUS administration and deployment, Manages Windows 2012 domain with Active Directory and Group Policy, Enterprise hardware, printer and software management.• Relocated select servers to collocation for increased security.• Complete inventory audit and updated software licenses to comply with Federal regulations (Microsoft, Symantec, etc.).• Active Directory management • Designed and maintains comprehensive asset management database. • Developed and implemented new backup and disaster recovery plans to protect against company data loss.• Manages 3rd party developers, consultants and in-house System Support team.• Manages financial aspects of system support team; including purchasing and budgeting, selection of IT vendors & assigned projects.• Maintains regular written and in-person communications with the organization’s executive & end users regarding pertinent IT activities.• Designed and maintains comprehensive asset management database. Monthly statutory checklist and report generations for KPis follow-up & IT achievements• Periodic review on IT Service Management and quality control checks• End-User training on desktop/laptop use including team capability building• Test and evaluate new technology• Ensure Meeting room standard & conferencing arrangement are in place

System Team Lead

• Jan 2019 - Apr 2022

TEAM LEADER, SYSTEM SUPPORT/ SERVER ADMINISTRATOR

• Dec 2016 - Jan 2019

• Supervising the installation and configuring computer hardware operating systems and applications.• Replacing relevant hardware systems parts as required.• Maintain optimal level of satisfaction for computer system users and identify users' issues and recommend appropriate resolution.• Install and manage hardware on computer systems while providing required upgrades, change orders and technical expertise for associated processes - covering OS patching/Upgrade and Software licensing installation/upgrade• Provide system support in configuring new users' domain and email accounts, login password resets and resolve other users' complaints.• Perform regular systems repairs troubleshooting and analyzing system logs to ensure smooth operation and performance of all computer hardware systems.• Assist Engineers in technical operations while ensuring effective compliance to department/organization policies and guidelines.• Provide Liaison to helpdesk operations in managing hardware systems according to user requirements.• Prepare reports for all repair activities and prepare required equipment proposals including HW request• Active Directory management• Manage system data backups and restoration of users' data.• Ensure data protection/security through effective use of files and folders security, firewalls, and updated anti-virus/ anti-spyware applications.• Carry out routine and effective preventive maintenance on hardware systems.• Monitor incident compliance within SLA and resolution of all escalated tickets• Monthly statutory checklist and report generations for KPis follow-up & IT achievements• Periodic review on IT Service Management and quality control checks• End-User training on desktop/laptop use including team capability building

Senior Hardware Engineer

• Jan 2014 - Dec 2016

• Provide 2nd level local and remote access support on users complaints related to system hardware issues, application and network issues • Maintain optimal level of satisfaction for computer system users and identify users’ issues and recommend appropriate resolution• Install and manage hardware on computer systems while providing required upgrades, change orders and technical expertise for associated processes.• Diagnose hardware and software problems and replace defective components.• Gather data pertaining to individual needs and use the information to identify, interpret and evaluate system and network requirements.• Train people in computer system use.• Recommend changes to improve systems configurations and determine hardware or software requirements related to such changes.• Ensuring effective compliance to department/organization policies and guidelines.• Prepare reports for all assigned job calls, hardware maintenance and repair activities and prepare required equipment proposals.• Carry out routine and effective preventive maintenance on hardware systems.• Identify and escalate situations requiring urgent attention.• Inform management of recurring problems.

Asst. Hardware Engineer

• Aug 2009 - Dec 2013

• Installing and configuring computer hardware operating systems and applications.• Replacing relevant hardware systems parts as required.• Provide 1st level local and remote support on users complaints related to system hardware issues, application and network issues.• Provide system support in configuring new users’ domain and email accounts, login password resets and resolve other users’ complaints.• Perform regular systems repairs, maintenance and troubleshooting procedures. • Assist Engineers in technical operations while ensuring effective compliance to department/organization policies and guidelines.• Prepare job call reports for all assigned activities.• Manage system data backups and restoration of users’ data.• Ensure data protection/security through effective use of files and folders security, firewalls, and updated anti-virus/anti-spyware applications.• Any other tasks/assignments as required by Senior Personnel of I.T department.

Server Administrator

• Jan 2009 - Jul 2009

• Active Directory management • Creation of policies for things like acceptable use • Backup strategy • OS patching/Upgrade • Software installation/upgrade • Monitoring/Alert configuration • Performance tuning • Security of data and physical security of servers • End-user training on desktop use • Active Directory management • Creation of policies for things like acceptable use • Backup strategy • OS patching/Upgrade • Software installation/upgrade • Monitoring/Alert configuration • Performance tuning • Security of data and physical security of servers • End-user training on desktop use