Responsibilities▪ Taking inbound emails/calls/tickets from end users (software/hardware) with the view to resolve at first level.▪ Monitoring alerts for various systems and raising the incidents on Manage Engine.▪ Assigning calls to respective resolvers and escalates recurring issues to management.▪ Assist in maintaining issues/request log, ensuring accurate and prompt logging of all requests/issues into ManageEngine.▪ Monitoring the network status and raising incidents to specific resolvers.▪ IT Service Desk operations.▪ Monitoring statuses of ATMs throughout the bank in Kenya and Tanzania.▪ Assisting with projects involving ATMs and coordinating with marketing team to maintain updated ATM screens.▪ Analyze reports to identify issues and perform root cause analysis.▪ Responsible and accountable for tracking of incidents and requests from initial identification through to resolution and ensuring appropriate categories for logging and escalating incidents are properly used.▪ Interact with end users to resolve IT related issues and provide IT support in a timely manner in line with the Service Level Agreements (SLA).▪ Prepare and submit Daily & Weekly report of the issues to the ATM Operation Manager on the ATM Uptime and Performance.

Responsibilities• Undertakes planned maintenance of ICT infrastructure and connectivity.• Maintains and administers computer networks and related computing environment, including computer hardware, systems software, applications software and all configurations.• Designs, configures, and test computer hardware, networking, software and operating system software.• Recommends changes to improve systems and network configurations, and determine hardware and software requirements for those changes.• Manages external providers of ICT services ensuring the deliver a high quality output on time and within budget.• Troubleshoot and attend to network calls for immediate repair work and assistance.• Recommends procurement processes of new computer for the office or upgrading of the existing systems.• Performing system rollouts, updates and upgrades.• Maintaining and updating the organization’s website.• Installing and updating the organization’s antivirus software.• Support and troubleshoot the organization’s mail system.• Implements ICT security procedures to minimize the risk of data loss and breach of privacy.

Responsibilities• Installation, operation, and maintenance of computer systems and other technologies, such as communication systems. • Configuring hardware and software, setting up peripherals such as printers or routers, repairing equipment, and providing daily support for computer network users.• Working at the help desk, answering calls and e-mails regarding the computer network or communication systems. • Writing reports, evaluating new technologies, negotiating contracts with vendors, and developing contingency plans in case of network failure.• Providing ICT training skills to the teachers• Updating the schools website.

Key Contributions•I was part of the team fixing any issues with the design of the network, software and computers of the company's computer systems. • Maintaining these systems, answering questions, monitoring them using the OpManager and issuing upgrades are all duties a computer systems administrator performs to meet the computer needs of the company.• Helped resolve virus outbreak as member of a team that quickly isolated and removed virus that had infiltrated systems.