• Oversee all technical requests, incidents, and problems by serving as an escalation point for all requests and incidents, delegate tickets to other members of the team as required. • Manage and coordinate urgent and complicated support issues by utilising Zendesk ticketing system to prioritise and manage the entire lifecycle of incidents and service requests.• Promote compliance by continuously monitoring of all security policies, whilst ensuring adherence from all members of the team; oversee activities to ensure compliance with the ISO 27001 accreditation.• Manage a variety of IT projects from inception to completion, including internal and new IT projects, monitor all project deliverables including timing, scope, and budgets to mitigate any risks. • Support the company to make the best use of IT assets and resources and manage them effectively by developing and maintaining processes, policies, standards, and systems. • Utilise expertise to provide expert advice and recommendations to management on IT service improvement activities to add value to the services provided to customers, which has led to meeting all customer requirements and SLA’s.• Demonstrate strong understanding of industry best practice to identify latest technology solutions to get best results. Ensure all team members are aware of systems by facilitating training sessions relating to new IT systems. • Ensure operational efficiency and company targets are met by monitoring and managing human resource availability and allocation.

• Provided expert technical support for users, identified, and resolved incidents and faults, managed the entire process from incident logging to closure, translated findings to provide resolution. • Ensured accurate records are kept up to date through the helpdesk system and that users are always informed; supported with decision making by collating, analysing, and interpreting data to produce a variety of reports.• Ensured end user functionality by delivering technical support across a range of issues relating to multiple hardware and operating systems such as servers, firewalls, end user devices and different types of applications across the business.• Utilised expertise to ensure security across the IT infrastructure by continuously monitoring and management of backups, security updates and patches across business hardware and software. • Supported with meeting business objectives by delivering expert IT training to individuals and groups of end users and the IT team to make the best use of the organisation’s latest hardware and software technologies.• Provided assistance with the resolution of issues, by accurately logging calls with external service providers, oversaw all logged incidents through to completion.Key Achievements:• Managed numerous projects, including assisting in the installation, and testing of new software and hardware, monitor all project deliverables including timing, scope, and budgets to mitigate any risks.• Delivered multiple service improvements and enhancements by completing approved changes., applied change management process to create a strategy to support adoption of the changes required.

• Steered the IT engineering team towards strengthening the company’s IT infrastructure; with security as the prime objective, whilst meeting employee’s needs in their daily activities.• Facilitated the rapid resolution of customer incidents, by ensuring continuous enhancement of team expertise, and that a high level of customer service and support was always provided to all users.• Sustained the organisation’s Network System (LAN/WAN) with Router, Switches, Firewalls and servers. And maintained services like Active Directory Domain Controller Service, Exchange Server 2013, and SQL Server.• Installed, and managed Veritas Backup Exec software and Symantec Endpoint Protection in servers, desktops, and laptops to protect devices and user data, in addition to Symantec mail security software to protect emails.• Implemented and configured SAP Business One, Focus ERP, Time Management Software, and engineering software’s, such as AutoCAD, BricsCAD, PV Elite, Nozzle Pro, Tank, Tekla Structures, Pipe Data Pro, and Bentley STAAD.Pro and provided support for technical issues.• Administered the upkeep of user laptops, desktops, printers, scanners, KCE and Hikvision CCTV Camera system, ZKTeco Access Control, as well as a Biometric Attendance System.• Supported the organisation’s cost control measures, by overseeing negotiations with suppliers on hardware and software, which involved acquiring the best deals for the organisation, whilst leveraging terms and conditions to reach profitable agreements, also liaised with suppliers for technical and operational assistance.Key Achievements:• Implemented training and development initiatives for subordinate IT Engineers, supporting the organisation’s strategic objectives in the personal and professional development of key staff members.• Developed strong relations with members of the IT team, facilitating the construction and implementation of new IT solutions, whilst improving the performance the company’s IT infrastructure.

• Analysed IT requirements, networks, and systems for clients to determine areas for improvement in workflow, developed customised solutions and provided objective advice on the use of IT.• Defined software, hardware, and network requirements and modified existing networks to incorporate new capabilities that met client requirements.• Coordinated with client’s representatives and the internal project team for successful completion of various projects • Developed updated system procedures to address changing operational requirements, also documented changes and tested procedures to keep system information accurate. • Configured, maintained, and repaired internal organisation network systems (LAN/WAN).• Persevered all IT related equipment, such as desktops, laptops, routers, modems, switches, firewalls, and printers, as well as the various software across the organisation.• Recommended and applied updates to hardware and software to meet the internal organisational requirements.• Provided support services for Hikvision CCTV Camera, ZKTeco Access Control and Biometric Attendance systems.• Maintained records and logs of various IT Projects, hardware, software, and organisational end-users.• Implemented strategies to support the delivery of bespoke software and hardware solutions for customers.Key Achievements:• Spearheaded the successful deliveries of all the company’s IT projects as Coordinator, in collaboration with client and internal project teams, by facilitating communication between all project stakeholders, effectively coordinating communication processes in and out of the project team, as well as introducing, implementing, and streamlining work processes, enabling IT projects to be delivered within scope, and time constraints.