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.• Enhance User Proficiency: Deliver training programs to boost user proficiency with IT systems and ensure effective utilization of technology resources.• Maintain Compliance: Ensure all IT activities adhere to industry standards, regulatory requirements, and company policies, sustaining a secure and compliant IT environment.

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.• Diagnose and resolve technical issues for over 250 end-users.• Install, configure, and maintain software and hardware systems, reducing downtime by 30%.• Provide remote and on-site technical support, successfully resolving 85% of issues on the first contact.• Conduct regular system audits and update documentation to enhance efficiency and reliability.• Collaborate with cross-functional teams to implement system upgrades, achieving a 20% improvement in system performance.• Ensure computer hardware is safe and complies with security posture.• Train users on new technologies and software applications, increasing user productivity by 25%.• Manage equipment and peripheral installations, including desktops, laptops, mobile phones, and mobile data devices.• Monitor and manage the IT helpdesk ticketing system, ensuring timely resolution and meeting SLA targets.• Create and maintain a technical support knowledge base, improving support response time by 40%.• Participate in weekly team meetings, asking questions and providing input on case backlog, technical processes, and new departmental processes.

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.• Travelling to client sites to help with installs, deployments and troubleshooting.• Management of the daily data backup and retrieval scheme.• Working on Active Directory accounts.• Installation and configuration of peripherals and network devices.

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• Applying patches in accordance with company procedures.• Working on Active Directory accounts.• Maintaining a wide range of computer hardware and software programs.• Communicating with third party technical specialists.

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.• Supporting a multi-site IT infrastructure of more than 800 users.• Responsible for the fast and accurate troubleshooting of reported faults.• Installing and configuring computer systems.

Project Management, Information Technology Project Management

Server 2012, Administering Server 2012 20-411

Security Certification, It Security

High School Certificate