Emmanuel Mulenga Email & Phone Number

Johannesburg, GP, ZA

Johannesburg Metropolitan Area

Johannesburg Metropolitan Area

• Responsible for providing intermediate proactive and reactive work within the company. Duties:
• Optimize and Secure IT Infrastructure: Manage and support IT infrastructure, ensuring peak performance, security, and reliability.
• Minimize Disruptions: Deliver high-level technical support for on-premises environments to reduce downtime.
• Enhance System Integrity: Implement updates, patches, and enhancements to sustain system integrity and security.
• Prevent Future Issues: Conduct root cause analysis for IT incidents and implement corrective actions.
• Document and Report: Maintain comprehensive documentation of IT systems and processes, and prepare regular reports on system performance.

Johannesburg Area, South Africa

• As a Technical Support Specialist, I:
• Provide 2nd line support over the telephone, remotely, and face-to-face, ensuring timely and accurate responses to user queries.
• Resolve user queries to their satisfaction, maintaining a 95% satisfaction rate.
• Ensure all hardware and software are configured and installed correctly.
• Demonstrate strong interpersonal skills in all user/vendor interactions.
• Administer the IT department’s policies and procedures effectively.

Johannesburg Area, South Africa

• Escalating and identify any critical issues.
• Obtaining quotes for supply of IT goods and services from suppliers.
• Building, configuration and troubleshooting of server and desktop hardware.
• Providing advice on selection and purchase of IT equipment.
• Perform routine backups and archival of files to assist with disaster recovery.
• Answering incoming calls from users, processing emails and logging of calls.

Johannesburg Area, South Africa

• Providing 2nd line support to users.
• Designing, implementing and managing Active Directory.
• Providing advice on selection and purchase of IT equipment.
• Ensure computer hardware is safe and complies with health and safety legislation.
• Setup of DFS infrastructure.
• Responsible for allocating work to junior staff and induction training for new staff

Johannesburg Area, South Africa

• Acting as the first point of contact for all IT and technical queries.
• Answering incoming calls from users, processing emails and logging of calls.
• Meeting users face to face and handling and prioritizing issues raised.
• Involved in the rollout of software updates and patches.
• In-depth knowledge of Microsoft windows client operating systems.
• Follow documented processes.

Project Management, Information Technology Project Management

Server 2012, Administering Server 2012 20-411

Security Certification, It Security

High School Certificate