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. • Continuous Learning: Engaging in training programs on new technologies and products to stay current with industry advancements and improve system support capabilities. • Cross-Functional Collaboration: Collaborating with other IT teams and departments to address complex technical challenges and implement effective system improvements. • Quality Assurance: Ensuring the accuracy, consistency, and effectiveness of monitoring processes and system performance by adhering to established standards and continuously identifying areas for improvement.

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. • Maintained detailed documentation of service activities, including logs, request forms, and maintenance records, ensuring accuracy and compliance. • Collaborated with Incident Coordinators to address high-priority incidents and facilitated the transfer of unresolved issues to senior analysts and subject matter experts. • Ensured operational continuity by managing ticket handovers and providing comprehensive updates during shift transitions. • Supported system improvement initiatives by evaluating emerging technologies, conducting feasibility assessments, and presenting recommendations to leadership.

It-Network Security Graduate Certificate, Information Technology

With Distinction

Ccna Bootcamp, Ccna

Bachelor Of Science In Information And Communications Technology, Information