Brian Kajimu Email & Phone Number

Kampala, Ug

Kampala, Central Region, Uganda

• Advanced Troubleshooting: investigate and resolve escalated technical issues related to application and systems, utilizing advanced diagnostic tools and methodologies to identify root causes.• Identifying and diagnosing system bugs and software glitches.• Performance Monitoring and Optimization: Use AWS Cloudwatch to continually monitor system performance. Analyze trends and proactively identify potential issues or areas for enhancement in systems utilizing freshservice, AWS(S3), Postman, MySQL and NoSQL databases• Providing in-depth technical support for software and hardware, often requiring specialized knowledge.• Creating and maintaining detailed documentation for IT systems and support procedures.• Escalating unresolved issues to the appropriate internal teams, such as devops, SRE or product management.• Serve as a subject matter expert in supporting various applications and systems, providing guidance and mentorship to Level One and Level Two support teams.• Participate in the execution of test plans for internal software applications.

Kampala, Central Region, Uganda

• IT Help Desk operations.• Using MYSQL workbench database to Query, and perform various kinds of request.• Taking ownership of customer issues and resolving them.• Communicate recurring issues to management and escalates to the SRE team via JIRA.• Communicate with customers on efforts and resolutions to tickets and issues.• Escalate unresolved issues to the appropriate team member(s) for resolution.• Oversee IT subscriptions and ensure cost optimization.• Carry out customer feedback surveys.• Maintain up-to-date and accurate information on the organization's IT support assets.• Generate Weekly performance reports using Freshdesk ITSM.• Sourcing for vendors and service providers.• Software configurations and hardware installations.• Onboard new employees on the company IT platforms.• Manage the Head office and call center IT infrastructure.• End user support.

Kampala, Central Region, Uganda

• Diagnosis of desktop, application, networking and infrastructure issues.• Supporting a wide and varied End user base.• Troubleshooting and repairing computer systems.• Administering the IT departments policies and procedures. Installation & configuration of IT equip ment.• Maintaining a log of all problems detected and system backups.• Working closely with software suppliers to resolve operational issues.• Responsible for supporting MS Windows & Office, Sharepoint, windows remote Server.• Provide users with the technical support.• CCTV Cameras monitoring.