Senior Service Delivery Analyst

• Feb 2023 - Present

IT Helpdesk Team Leader

• Feb 2022 - Jan 2023

- Responsible for overseeing Helpdesk related staff for the purposes of ensuring that helpdesk support and service levels are being met. - Assist the operational, support and management team to ensure all client receive the standard of service set out in the Company’s Mission Statement and Company Policy Complete all management duties including performance reviews, review and assign work as directed, and conduct training and coaching to team members. - Assist the global helpdesk team members by answering questions and providing support with work as required. - Assist with maintaining, inventorying (asset management) of IT Architecture consisting of telecom and IT cabling including deployment, management and maintenance of endpoints, portable devices, servers, data center and facility pertaining to IT supported areas. - Develop strategies to enhance productivity or improve processes and procedures so that performance goals are met or exceeded. - Responsible for leveraging operational data and metrics to monitor team effectiveness. - Manage end to end helpdesk processes and maximize the use of our systems and technologies, ensuring effective processes. Show less

IT Support Technician

• Oct 2021 - Mar 2022

IT Manager

• Dec 2020 - Sep 2021

-Manage information technology and computer systems -Plan, organize, control and evaluate IT and electronic data operations -Manage IT staff by recruiting, training and coaching employees, communicating job expectations and appraising their performance -Design, develop, implement and coordinate systems, policies and procedures -Ensure security of data, network access and backup systems -Act in alignment with user needs and system functionality to contribute to organizational policy -Identify problematic areas and implement strategic solutions in time -Audit systems and assess their outcomes -Preserve assets, information security and control structures -Handle annual budget and ensure cost effectiveness Show less

Freelance Information Technology Consultant

• Apr 2019 - Jun 2020

Cyber Security Analyst

• Jul 2019 - Sep 2019

• Monitor computer networks for security issues. • Investigate security breaches and other cyber security incidents. • Install security measures and operate software to protect systems and information infrastructure, including firewalls and data encryption programs. • Document security breaches and assess the damage they cause. • Work with security team to perform tests and uncover network vulnerabilities. • Fix detected vulnerabilities to maintain a high-security standard. • Stay current on IT security trends and news. • Develop company-wide best practices for IT security. • Perform penetration testing. • Help colleagues install security software and understand information security management. • Research security enhancements and make recommendations to management. • Stay up-to-date on information technology trends and security standards. Show less

Systems Administrator

• Sep 2018 - Feb 2019

• Design and implement monitoring, configuration management and reporting functions that will make a hands-off environment.• Design, install and configure internal and customer facing servers, network devices and firewalls.• Proactively manage and maintain server ensuring security through access controls, backups and firewalls.•Using latest technologies such as Office 365, Exchange, SharePoint, Azure, and Active Directory Sync.• Provide after-hours support for Infrastructure related emergencies as well occasional weekend maintenance.• Administer and support core Microsoft, Cisco, Ubiquiti and VMware technologies.• Build an internal wiki with technical documentation, manuals and IT policies.• Monitor performance and maintain systems according to requirements.• Develop expertise to train staff on new technologies.• Carry out special tasks at management's direction.• Upgrade systems with new releases and models.• Install and configure software and hardware.• Set up accounts and workstations.• Troubleshoot issues and outages.• Other duties as assigned. Show less

Systems Engineer

• Mar 2018 - Sep 2018

• Monitor and test application performance for potential bottlenecks, identify possible solutions, and work with developers to implement those fixes.• Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks.• Install, configure, test and maintain operating systems, application software and system management tools.• Knowing security protocols, IT systems, networking infrastructures and database systems.• Liaise with vendors and with other inter-disciplinary teams to craft IT solutions.• Proactively ensure the highest levels of systems and infrastructure availability.• Participate in the design of information and operational support systems.• Communicating complex information to a non-technological audience• Manage and monitor all installed systems and infrastructure.• Maintain security, backup, and redundancy strategies.• Managing multiple projects simultaneously.• Provide 2nd and 3rd level support. Show less

Infantry Soldier / Regimental Signaller

• Aug 2012 - Jul 2017

• Electronic Warfare (EW); Communications Security (COMSEC) - including the encryption and deciphering of coded messages using paper/voice and electronic codes. • Voice and wireless telegraphy procedure (using Morse code or RATT (Radio assisted Teletype) for example). Formal message procedure, electronic mail. • Station Organization; Managing Radio Nets and Maintaining Net Discipline for example, map marking, log keeping etc. • Radio sets; storage and logistics; installation and operation; maintenance and repair at unit level. • Maintaining Power Supplies (Batteries and Charging for example). • Information and Communication Technology. • Antennae selection and design. • Telephone and Line. Show less

SQL Database Administrator and IT Administrator

• May 2011 - Jan 2012

Managing the SQL database for gaming servers which were hosted in Crimea and Russia. I worked on a few platforms which helped gaming servers up and running, which require general round the clock IT maintenance and also consisted of a team of 10-12 people during the time. •Installing and maintaining databases. •Administration of the database including performance monitoring and tuning. •Taking part in the preparation and execution of technical tests. •Populating a database with new information or transfer existing data into it. •Creating back up copies of data. •Daily maintenance of firewall protection and file security. •Development of web based interfaces for Oracle databases and web applications. •Responsible for database security and also preventing data loss. •Identifying and escalating immediately any risks to the database service. •Involved in the design of physical database schema, data modelling, and performance tuning. Show less