Bruce Mulomba Email & Phone Number

United Kingdom

-Monitor Redwood’s service desk and resolve issues in accordance with established service level agreements (SLAs)-Building and maintaining KPIs for the IT Operations team and keeping them up to date-Act as a point of escalation for team members that are having trouble with their tickets & also act as a resource for ticket handling-Troubleshoot MDM (Intune, Mosyle) tool and endpoint issues-Fine tune MDM (Intune, Mosyle) compliance policies-Configure and deploy Windows 11 policies, settings and configurations via MDM (Intune, Mosyle)-Provide daily support and maintenance of the computing environment to users by analyzing and resolving reported technical problems-Develop, update, and execute maintenance schedules for end-user systems along with maintaining local and remote inventories-Perform hardware (desktop, laptop, mobile device, printer, server, and peripherals) deployments, maintenance, and support-Support employee onboarding & offboarding-Support a remote work environment, including building & shipping equipment to remote users as needed-Managing and upkeep of hardware and software inventory- Assist or train users on the use of productivity tools, in-house developed software, and/or cloud/SaaS-delivered solutions-Develop and maintain training materials for end-user applications in multiple formats including online/wiki, printed, and video-Administer Atlassian Suite, Azure AD, Office 365, and Google Workspace-Manage Microsoft Exchange online-Zendesk chat bots creation and maintenance

London, England, United Kingdom

-Responding to escalated technical support tickets from the 1st Line Service Desk, promptly addressing user inquiries, troubleshooting incidents, and resolving complex IT issues.-Conduct in-depth analysis and diagnosis of user-reported problems, utilizing appropriate troubleshooting techniques and tools to identify the root cause.-Provide technical expertise and guidance to end-users, offering clear instructions, step-by-step guidance, and workarounds to resolve issues, either remotely or on-site if required.-Document all incidents, problem resolutions, and troubleshooting steps in the ticketing system accurately and comprehensively, ensuring proper tracking and knowledge sharing.-Monitor system performance and proactively identify potential issues or areas for improvement, suggesting and implementing appropriate measures to maintain optimal system functionality and performance.-Contribute to continuous improvement initiatives, participating in team meetings, sharing feedback, and providing recommendations to enhance the overall service desk performance.

Crewe, England, United Kingdom

-Manage and improve existing hardware and software solutions in line with business needs, including networking and conferencing support.-Experience mentoring junior members of the team.-Conducted vulnerability investigations and remediations against company assets, ensuring a secure IT environment.-Advised management teams on the solutions for the business, ensuring cost-efficient and effective IT operations.-Project managed migration to cloud based systems-Managed laptop deployment, remote set-up and maintenance.Communicating IT initiatives and training for stakeholders.

-IT support relating to technical issues involving core business applications, as well as virtual environments.-Diagnosed and resolved complex technical issues related to Health products, systems, and integrations, leading to quick resolution of customer issues.-Collaborated with cross-functional teams to investigate and resolve escalated technical issues, resulting in improved efficiency and productivity.-Documented and tracked customer issues contributing to improvements in product usability, reliability, and customer satisfaction.-Contributed to the development and maintenance of knowledge base articles and support documentation, enabling self-service support for clients.

Crewe, England, United Kingdom

-Resolved hardware and software issues through email and phone, ensuring high customer satisfaction and timely resolution.-Streamlined user access and permissions by efficiently performing account creation, password resets, and tray management in Active Directory.-Ensured smooth communication and collaboration by utilising Microsoft Exchange to create mailboxes, grant permissions, and completed Office 365 setup on user devices.