• Served as the Technical Support Personnel in over six (6) branches of the bank.• Managed over 70 computer systems; maintaining continuous service uptime, performing maintenance and performance improvements, promptly resolving identified or reported issues to adhere to SLAs.• Resolved challenges through the Manage Engine ticketing system• Liased with relevant units to setup and configure new workstations, switches, distribution point servers, routers and printers.• Responsible for joining the newly installed workstations and device to domain and liasing with the relevant unit to add the devices to Active Directory while ensuring the devices had properly acquired the Group Policy.• Performed root cause analysis of computer system challenges and documentation.• Installed, updated and monitored system software such as Windows 10 on the required computer systems. • Created system guidelines and manuals for end users, and provided IT training to staff.• Conducted mandatory preventive maintenance tests to ensure any potential problems are detected and resolved.• Promoted positive customer relations by consistently providing exceptional customer service while fostering trust and confidence by taking ownership of support challenges, providing friendly and accurate resolutions, and diligently searching for solutions when the answer was unknown.• Escalated challenges to the appropriate units to ensure prompt resolution.• Protected the Banks’s assets by adhering to all applicable regulations, policies and procedures, legal and ethical requirements, process requirements and established risk guidelines.• Troubleshoot and resolved IP and network challenges effectively.• Resolved problems remotely with the use of applications like MS Teams, Remote Desktop Connection etc...

• Served as the first level technical support for the entire organization.• Managed over 30 computer systems; maintaining continuous service uptime, performing maintenance and necessary performance improvements, promptly resolving identified or reported issues to adhere to SLAs.• Installed, Configured and Troubleshot computer systems and network components: workstations, switches, routers, scanners and printers.• Troubleshot, escalated and resolved network challenges• Performed root cause analysis of computer and network problems and documentation.• Continuously monitored computer hardware components for any performance or technical problems and taking the required actions towards resolution.• Installed, upgraded and updated Windows OS.• Conducted mandatory preventive maintenance tests to ensure any potential problems are detected and resolved.• Seamlessly handled multiple tasks by prioritizing them.• Escalated challenges to the appropriate units to ensure prompt resolution.• Created system guidelines and manuals for end users and provided IT training to staff.• Promoted positive customer relations by consistently providing exceptional customer service while fostering trust and confidence by taking ownership of support challenges, providing friendly and accurate resolutions, and diligently searching for solutions when the answer was unknown.• Escalated challenges to the appropriate units to ensure prompt resolution.