Barry Mabunga Email & Phone Number

Waterloo, Ontario, Canada

• Roles and Responsibilities:
• System Monitoring: Proactively overseeing network, server, and application performance to detect and resolve potential issues before they affect operations.
• Incident Management: Responding promptly to system alerts, diagnosing problems, and implementing solutions to ensure minimal disruption and continuous service delivery.
• Documentation: Maintaining accurate and detailed records of system performance, incidents, and resolutions to support continuous improvement and knowledge sharing.
• Knowledge Base Development: Crafting and updating comprehensive troubleshooting guides and knowledge articles to streamline issue resolution and establish standardized best practices.
• Team Training: Delivering targeted training sessions to team members to enhance their technical expertise and adherence to operational protocols.

Guelph, Ontario, Canada

• Roles and Responsibilities:
• Provided end-to-end technical support by gathering user information, managing tickets, and resolving hardware and software issues efficiently.
• Diagnosed and resolved technical challenges using knowledge management systems and advanced diagnostic tools.
• Empowered users by offering expert guidance on the effective use of workstations, LAN systems, and standard software applications, optimizing productivity.
• Prioritized and categorized incidents, ensuring timely resolution through first-tier support or seamless escalation to Tier 2 and Tier 3 teams.
• Monitored and tracked incident resolution processes to ensure adherence to Service Level Agreements (SLAs) while proactively addressing potential breaches.

It-Network Security Graduate Certificate, Information Technology

With Distinction

Ccna Bootcamp, Ccna

Bachelor Of Science In Information And Communications Technology, Information