ICT Systems Administrator

• Dec 2018 - Present

ICT Systems Support Officer

• Jun 2015 - Present

• Providing first level technical support to users.• Conveying technical solutions in a clear and concise manner to users.• System and e-channel monitoring.• Server management and maintenance.• Project and contract management.• Installing and configuring computer hardware systems and software.• Undertaking analysis, diagnosis and resolution of user problems via the ticketing system, phone, e-mail & face to face contact.• Quick response to user enquiries and concerns. • Analyzing call logs to spot trends and underlying issues.• Producing documentation and reports to a high standard.• Escalating unresolved problems to the relevant IT staff as per the escalation matrix.• Taking ownership of problems and tracking them to a successful conclusion.• Testing and evaluating new software and technology.• Setting up new users' accounts and profiles and dealing with user rights issues.• User training and sensitization.

IT Support Officer

• Jun 2014 - Jun 2015

• Providing first level technical support to users.• Monitoring IT network to ensure availability to all users.• Conveying technical solutions in a clear and concise manner to users• Running daily system database backups plus offsite backups weekly.• Installing and configuring computer hardware systems and software.• Undertaking analysis, diagnosis and resolution of user problems via phone, e-mail & face to face contact.• Quick response to user enquiries and concerns.• Escalating unresolved problems to the relevant IT staff as per the escalation matrix.• Taking ownership of problems and tracking them to a successful conclusion.• Testing and evaluating new software and technology.• Setting up new users' accounts and profiles and dealing with password issues.

IT Intern

• May 2013 - Aug 2013

• Providing first level technical support to users.• Installing and configuring computer hardware systems and IT software.• Undertaking analysis, diagnosis and resolution of user problems via phone, e-mail & face to face contact. • Quick response to user enquiries and concerns.• Raising & maintaining incident tickets and problem records.• Analyzing call logs to spot trends and underlying issues.• Producing documentation and reports to a high standard.• Testing and evaluating new software and technology.• Setting up new users' accounts and profiles and dealing with password issues.