• Serve in the capacity of Team Lead and manage multiple academic institutions• Facilitate resolution of operational issues and supported active services by engaging with business users and IT service providers in an active, solutions oriented framework • Identify risks, opportunities and areas for improvement, while presenting simple, effective solutions in a concise manner• Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions• Delivered technical support for Information Systems and Applications that included organization wide range of IT products, systems and services• Achieve proven success of working in high-volume, 24x7 technical environments. Demonstrate strengths in rapidly diagnosing, troubleshooting and resolving client issues. Develop sound expertise in communicating effectively with both technical and non-technical users• Perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention for the institutions 300 PCs

• Provided IT support as the primary interface between IT and the business. Created, assigned, prioritized, and followed up on trouble tickets and requests using the incident management software• Managed all Active Directory tasks, password resets and the addition of users to groups and e-mail lists• Maintained 3 schools and provided detailed descriptions of issues in IT trouble and followed up diligently to ensure swift resolutions• Responded to service requests; provided comprehensive incident support for customers, including rapid problem resolution followed by root cause analysis with a focus on proactive prevention and knowledge transfer• Setup and maintained workstations on LAN environment with Windows 98/00/Server 2003• Installed new computers and printer with the servers. Updated server and took back up of storage regularly

• Analysed existing systems to identify flaws or inefficiencies and used problem-solving skills including both inductive and deductive reasoning• Inspected and modified computer systems ensuring that the product meets company standards. • Updated systems by improving the components, layout and design. Performed network installation and support for WAN networks that use Cisco router and switches, and configuration of routers. Provided WAN, LAN, Voice and Video solutions, implementing, and troubleshooting• Analysed existing systems to identify flaws or inefficiencies and used problem-solving skills including both inductive and deductive reasoning. Inspected and modified computer systems ensuring that the product meets company standards. Recorded all computers and its peripherals