IT Manager

• Jun 2021 - Present

- Manage and support the IT Infrastructure (AWS Cloud) of the company, including hardware, application software, desktop and shared infrastructure, networks, servers, data center etc. in the corporate office and on the branches.- Manage IT support team / Project Analyst that performs most of the day-to-day operations - Have a track on all the support tickets with their status, monitor the SLA and action on the tickets which are beyond the SLA- Develop and implement policies and procedures computer systems operations and development- Manages and administers the business applications and CRM tool.- Coordinates with the software developers with the internal requirements to get the development or modification of the internal software.- IT Asset Management- Keeping a track on the IT budgets and expenditures- Coordinate with internal and external stakeholders for IT deliverables and liabilities.- To manage the users in Active directory (Azure AD Sync / Office 365) and ensuring the onboarding and exits sync with HRD.- Working inline with ITGC Audit and Risk Control Matrix

Manager IT– Support

• Jun 2017 - Jun 2021

- Manage a support team that performs most of the day-to-day operations- Manage customer feedback and support requests through multiple vectors including email, ticketing system and various social networking outlets.- Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.- Assist the Product Manager, development and quality assurance teams with version updates including finding and replicating software bugs and testing new pre-release versions.- Developed the functional specifications for the Customer Support Admin tool and worked with developers to bring the tool online- Created, authored, and maintained a full Support Knowledge Base and customer-facing Frequently Asked Questions- Configuring and maintenance of Production Servers (High Availability Setup) – AWS Cloud - Validate that the product has been correctly packaged before deployment and ensure that all release controls have been satisfied- Deploying the product successfully to customers with all IT-driven measures- Responsible for day-to-day IT Requirements- Strengthening the IT infrastructure through to implementing new technologies- Manage the IT budgets and expenditure on hardware and software.- Maintaining the company IT systems, software and databases.- Recommending and implementing improvements and efficiencies.- Management of server software and associated backup routines.- Procurement of IT hardware, software and maintenance products & services.- Writing documentation for ICT procedures, security and disaster recovery.- Managing the internal & hosted network infrastructure including: firewalls, servers, switches and telephony.- Performing routine audits of systems and software.

Assistant Professor & IT Manager

• Aug 2016 - May 2021

Manager - Support & Deployment

• Jun 2016 - Jun 2017

- Manage a support team that performs most of the day-to-day operations- Manage customer feedback and support requests through multiple vectors including email, ticketing system and various social networking outlets.- Acted as an escalation point for customer satisfaction issues that were of a highly sensitive and timely nature.- Assist the Program Manager, development and quality assurance teams with version updates including finding and replicating software bugs and testing new pre-release versions.- Developed the functional specifications for the Customer Support Admin tool and worked with developers to bring the tool online- Created, authored, and maintained a full Support Knowledge Base and customer-facing Frequently Asked Questions- Designed and developed On-Demand Training modules for new releases- Ensure that the architecture and infrastructure on which the application will be deployed are robust and stable- Ensure that a detailed deployment plan has been documented along with a backout plan should anything go wrong during deployment- Ensure the product has been correctly and completely integrated across the program- Validate that the product has been correctly packaged before deployment and ensure that all release controls have been satisfied- Release the pre-planned communications about the product to all Customers- Deploying the product successfully to customers with all IT-driven measures- Leverage new technologies and make suggestions to customers to better streamline their current technology infrastructure.

Associate Manager - Network & Operations

• Jun 2015 - Jun 2016

- Responsible for day to day IT Requirements- Strengthening the IT infrastructure through to implementing new technologies- Responsible for hardware and software installation, maintenance and repair.- Performing routine audits of systems and software.- Manage the IT budgets and expenditure on hardware and software.- Maintaining the company IT systems, software and databases.- Recommending and implementing improvements and efficiencies.- Management of server software ( Windows & Linux Platform) and associated backup routines.- Procurement of IT hardware, software and maintenance products & services.- Writing documentation for ICT procedures, security and disaster recovery.- Managing the internal & hosted network infrastructure including: firewalls, servers, switches and telephony. - Managing a Search Engine Optimization (SEO) team of 10 members.- Responsible for the recruitment and training of new staff for SEO.- Guiding the team to implement new strategies in SEO.- Performing Keyword Research, On Page Optimization and Social Media Optimization.- Develop and Execute OFF Page Strategy.- Identify and Resolve Technical SEO Issues- Monitor, Analyze and Report on SEO Team Performance

Systems Engineer

• Jan 2009 - Jun 2015

- Managing a team of over 8 technical Staff.- Planning, Configuring and Maintenance of Servers ,Network Security Firewall, Routers, Wi-Fi Access Points and Bridges- Development & Maintenance of software applications for the organization - Manage and monitor LAN/WAN network services - Recommend and acquire equipment replacements and upgrades- Maintaining an inventory of software and hardware - Introducing and integrating new technologies in the existing environment- Perform routine audits of systems and software - Tracking system capacity (CPU, memory, disk space, etc.) and reporting/correcting any issues- Installing software upgrades and security patches, and monitoring for intrusion signs- Draft and Maintain documentation of Systems, LAN/WAN, Software - Identify, troubleshoot and optimize computer resources - Oversees the responsibilities of System Administrator- Assist System Administrator for high-level troubleshooting - Procurement of IT hardware, software and maintenance products- Responsible for the recruitment and training of new staff.