Technical Analyst II

• Jun 2023 - Present

IT Consultant

• Feb 2023 - Jun 2023

-Managing Servers (On-premises, Virtual machine and Cloud) -Managing Windows and Mac operating systems -Upgrading, installing, and configuring application software and computer hardware -Troubleshooting and providing technical support to clients -Creating and managing system permissions and user accounts -Performing regular security tests and security monitoring -Maintaining networks and network file systems -Managing Servers (On-premises, Virtual machine and Cloud) -Managing Windows and Mac operating systems -Upgrading, installing, and configuring application software and computer hardware -Troubleshooting and providing technical support to clients -Creating and managing system permissions and user accounts -Performing regular security tests and security monitoring -Maintaining networks and network file systems

Senior Technical Consultant

• Apr 2022 - Oct 2022

• Manage incident, service requests and handles communications with the clients\users • Provide 2nd line expertise, guidance, and support for a range of infrastructure solutions including cloud-based managed services, on-premises server solutions, backups, and storage • Support desktop applications including Microsoft 365 • Effective diagnosis & troubleshooting of server hardware, desktops, laptops, printers, and Microsoft desktop applications • Installation and configuration of servers (physical and virtual). Desktops, laptops, and infrastructure hardware • Experience of endpoint management • Active Directory users and computers management • Interaction with project teams to facilitate new systems and upgrades • Apply information security in accordance with the established team policies, procedures, and work instructions • Maintain and develop professional skill set through ongoing certification Show less

• May 2021 - Apr 2022

• Oct 2017 - May 2021

• Manage Engine-Service plus Administrator • Manage all request logged in the Ticketing System, including assigning calls to appropriate support staff\engineer• Manage incident and service requests and handles communication with the users\client’s• Respond to and log calls, escalating calls as required with key support vendors • The support of Microsoft products such as Office (various versions) • Office 365 admin• The support of hardware and software devices and applications from Servers, Desktops and Laptops • OS Support – Microsoft Windows 7, 8, 10 as well as Mac OS • OS Server Support – Microsoft 2008 R2, 2012 R2 and 2016• Manage Active Directory• Make sure all the laptop and PC’s monthly patching done• GSOC-monitor security and improve incident response• Meet all the audit requirements for the IT systems• Network support and FortiClient VPN • IT equipment asset management and tracking • Conduct IT induction and Security awareness for all staff• Manage and set up new hardware following IT policies and procedures • Provide support and lead various IT Projects• Test and evaluate new technology Show less

IT Desktop Support

• Nov 2013 - Oct 2017

• Providing support for Desktops, Laptops, Printers, Scanners etc • Software and Hardware installation • Monitor and respond quickly and effectively to requests received through the IT helpdesk • Attend to service calls within agreed SLA times. • Provide technical service on site or phone support service • Train end users on usage of computer hardware and software • Manage PC setup and deployment for new employees using standard hardware, images and software • Ensuring security and upgrades are applied and kept up to date on desktops and laptops • Configuration and troubleshooting of Outlook 2007-2013 to connect Mailbox via POP3, IMAP and Exchange Server, and Configuring Emails on smart phones and tablets • Assign users and computers to proper groups in Active Directory • Update on call progress/resolution • Communicate to team leader any difficulties/delays faced in the field. • Provide enhancement request feedback to IT regarding technology environment and customer needs through the defined processes • Ensure all assigned service calls are updated correctly Show less

IT Support

• Jan 2011 - Nov 2013

Technical Support Staff

• Feb 2008 - Jun 2010