Felix N. Email & Phone Number

Lucerne, Lucerne, Switzerland

Kigali, Rwanda

Led tier 2 escalation support as the central point of contact and on-call specialist for addressing IT network requests and resolving issues. Specialized in the management and configuration of firewall rulesets, with a focus on next-generation firewalls, while ensuring their seamless integration with other security solutions. Played a significant role in the design, installation, and management of datacenter networks, enterprise local area networks, wide area networks, network segments, and internet systems. Skillfully managed monthly business disaster recovery drills and orchestrated network switches between primary and disaster recovery datacenters.

Kigali, Rwanda

Led comprehensive first and second-level ticketing support for network and cyber security problem resolution, serving 400 users across 18 branch offices and remote locations. Additionally, played a pivotal role in disaster recovery planning and testing, ensuring datacenter resilience and uninterrupted business operations during critical events. Responsible for end-to-end design, configuration, and installation of network devices, servers, and storage solutions, including cabling, ports, routers, switches, and VPNs. Took ownership of network equipment procurement and adeptly managed subcontractors and Managed Service Providers (MSPs) engaged in IT infrastructure implementation and maintenance.

Kigali, Rwanda

Took charge of all aspects of Active Directory management, including user and computer administration, policy implementation, and domain controller oversight. Led the administration of Office 365 services. Engaged in a wide array of tasks spanning desktop builds, deployments, and inventory management. Responsible for user account creation and upkeep, software rollouts, remote user support, virus and malware troubleshooting, documentation, project planning, and asset tracking, along with managing hardware recycling efforts.

Kigali

Responsible for maintaining accurate records of incoming support requests, their resolutions, current statuses, and follow-up actions within the support tracking system. Additionally, involved in the installation of local area network cabling systems and equipment, including network interface cards, switches, and VPN devices. Collaborated with the IT Support Services Team to assist in logging help desk calls concerning computer hardware, software, and configuration matters.

Bachelor'S Degree

Ccnp, System, Networking, And Lan/Wan Management/Manager

Master'S Degree, Data Science(Ongoing)