Fanus Namutereza

PROFILE

Mr. Namutereza is proficient in operating computer, telephone and associated monitoring systems; demonstrates the ability to quickly create reports, maintain confidentiality and adherence to all organizational policies and procedures, as well as keep well informed of program changes.

Mr. Namutereza displays a strong personal commitment to successfully complete work and is able to make fair and consistent judgments. He exercises good judgment in making effective decisions and resolving customer problems and is successful in establishing effective working relationships with the ability to work with a variety of people from diverse backgrounds.

Skills Summary

Hardware:

•Building personal computers from scratch (case, power supply, floppy drive, CD/DVD drives, motherboard, hard drive, NIC card, video card); Disassembling computers, monitors, printers and applying modifications according to the client’s request;

•Repairing and troubleshooting computers, laptops, printers, Mitel IP Phones, Blackberry, Smartphone (Samsung and iPhone), ;

•Setting up a hardware network (routers, switches, computers, printers); Adding or removing machines, devices on the network.

Software:

•Installing Microsoft windows operating systems (Windows 2000/XP//2002/2008/2012 by automatizing or manually); Installing and maintaining Microsoft Office 97 to Microsoft Office 2016; Setting up DC controllers, Servers, Active Directory on Windows server 2003/2008/2012;

•Logging calls using ITIL Tools such as Remedy, Magic database, Infoman (infoweb) DB, OVSD, WFM,SM7, INFOWEB, INFOMAN, SM-GS;

•Installing and maintaining Unix and Linux operating systems; Setting up emails accounts for users and troubleshooting different applications.

•Software project – pushing software to deployed computers. Establishing relationship between software and replacement computer.

EDUCATION

La Cite Collegiale, 2004

Diploma, Computer Network Maintenance and Troubleshooting Specialist (Maintenance et Dépannage de Micro-Ordinateurs et de réseaux).

Diploma, Law and Justice, Laurentian University, 1996

Professional Certification

A+ Certified Professional: CompTIA (certification)

MOC-2151 and MOC-2152: Microsoft IT Academy Program

IT Essentials I: Cisco Systems Networking Academy

IT Essentials II: Cisco System Networking Academy

Fundamentals of UNIX: Cisco Systems Networking Academy

Microsoft Office 2003/2007/2010/2013/2016

Team Working

Working with difficult people

LANGUAGE

English and French (Fluent - Oral, Written and Reading Comprehension)

SECURITY CLEARANCE

Level: Secret II

PROFESSIONAL EXPERIENCE

Project #8 – RANDSTAD Canada (December 2022 to Present), AAFC

•Provided assistance, troubleshooting and technical services to employees’ computers, printers and smartphones issues.

•Probed to reproduce technical problems encountered by end users in order to resolve the problem;

•Set up computers, laptops, docking stations, KVM switches and Surface pro tablets for employees;

•Rolled-out new applications, hardware and software;

•Add and remove computers on the network.

•Supported workstations by troubleshooting the software and hardware, and ghost re-imaging;

•Guided client to connect remotely using Entrust and Cisco applications.

•Guided client to connect remotely using VPN to their office computers from home.

•Installed, monitored, upgraded and maintained windows 10 operating systems.

•Communicated electronically and by phone with computer users experiencing difficulties to determine and documented problems experienced;

•Provided assistance and advise to users in response to identified difficulties;

•Setup network account and outlook account;

•Unlocked accounts and reset password in Active Directory;

•Troubleshot Printers;

•Provided support and maintained desktop/laptop, office phones.

•Provided support and maintained iPad and smartphones.]

•Tested video conference equipment in boardrooms to make sure it is operational for coming up meetings.

•Troubleshoot Cisco video conference equipment: Cisco/Tandberg. Cisco TelePresence Precion Cameras, Cisco Devices for Microsft Teams, Webex, etc..

•Processed requests (online/calls) in a timely manner and provided end user training where required;

•Ensured clients were updated on their calls and that each interaction was well-documented on the Issue.

Project #7 – SOFTSIM Technologies INC(GAC)

Incident Coordinator

April 2021 – December 2022

•Incidents management - coordination of major incidents, network outages with SSC Support Team until the is resolved.

•ITL Processes and procedures.

•Using Information Technology Service Management (ITSM) ticketing tool and similar ticketing tools.

•Ensured complete up-dating of incident record prior to Problem Management handover.

•Handled Real Time and continuous follow-up with global support teams for critical and high priority.

•Incident resolution, regular follow-up with global support teams for resolution of incidents.

•Resolved conflicts between resolver groups and third party vendors to ascertain incident ownership and to confirm that the correct resolver teams are engaged.

•Responsible for sending all incident notifications as per agreed process and regular follow-up with support team for relevant notification updates per SLA and drive resolution.

•Carried out daily and weekly audits/spots checks and sent report to the team.

•Contributed in ongoing process and operational improvements.

•Developed highly empathetic client relationships.

•Managed quality communication, customer support and product representation for client.

Project #6 – SOFTSIM Technologies INC

Technical Support Level II & III

July 2019 – March 2021

Mr.Fanus provided project technical helpdesk support services within the Department of Foreign

Affairs, Trade and Development (DFATD)’s infrastructure and operational environments.

•Provided assistance, troubleshooting and technical services to the GAC employees/users of computers, printers, blackberries and smartphones.

•Resolve Requests and incidents within ECD, BES10, BES12 and EMDM-LP3 environments. GAC’s internal processing system, for accounts creation;

•Created accounts in EMDM-LP3;

•Provided troubleshooting for various IP networking concepts (TCP/IP) and data telecommunication network; Troubleshoot LAN/WAN routers and switches.

•Train and assist junior technicians in troubleshooting and procedure follow up.

•Troubleshooting Smartphones (iPhone and Samsung): resetting, activating in collaboration with Telecom Wireless Canada.

•Assist and troubleshooting video and audio conferences connectivity in boardrooms on different location.

•Tested video conference equipment in boardrooms to make sure it is operational for coming up meetings.

•Troubleshoot Cisco video conference equipment: Cisco/Tandberg. Cisco TelePresence Precion Cameras, Cisco Devices for Microsft Teams, Webex, etc..

•Maintained, troubleshot and configured Microsoft Office 2010, 2016 Microsoft Office Suite including Word, Excel, PowerPoint, Access and MS Project;

•Provided technical support for LAN/WAN environments; connected one computer directly to DSL modem using Ethernet cable. Once the connection was established, switched the R45 cable from computer to the Router;

•Connected router to the DSL modem or Cable modem through the wan port;

•Setup wireless router;

•Connected laptop to the wireless router; •

•Verified connectivity to GAC Internet;

•Connected WI-FI devices to GAC Wi-Fi;

•Verified user's Signet D account by asking the user to login to a Signet D PC/laptop;

•Verified the user's device's Wi-Fi status. If unresolved, created a Remedy ticket and escalate to SSC INOC;

•Instructed end user to close all Internet Explorer windows and re-open a new one;

•Advised end users to type on the address bar compensation.gc.ca;

•Provided IT troubleshooting for SAP;

•Logged a ticket and escalated to IMS Support Team;

•Probed to reproduce technical problem encountered by end users in order to resolve the problem;

•Checked the physical connection;

•Advised client to logoff/shutdown the computer if there was no connection to network,

•Shutdown the Thin and the Fat client, unplugged the switchbox, waited about 2 to 3 minutes and re-plugged the switchbox and restarted the computers; • Provided hardware and software troubleshooting;

Specified new device password and locked it;

•Specified new work space password and locked it;

•Resent service books to a device;

•Resent IT policy to a device;

•Specified an activation password;

•Guided client throughout the steps of signetising the device;

•Resolved application issues and provided advice and training to end users;

•Probed to reproduce technical problems encountered by end users in order to resolve the problem;

•Set up computers, laptops, docking stations, KVM switches and Surface pro tablets for employees; • Guided client to connect remotely using signet web by typing signet web link and access Citrix gateway to logon;

•Guided client to connect remotely using VPN connection and troubleshot VPN connectivity;

•Installed, monitored, upgraded and maintained windows 7 operating system;

•Maintained, configured and troubleshot Microsoft windows operating systems: windows7, 8, 10.

•Communicated electronically and by phone with computer users experiencing difficulties to determine and document problems experienced;

•Provided assistance and advice to users in response to identified difficulties;

•Setup network account and outlook account;

•Unlocked accounts and reset password in Active Directory;

•Provided support and maintained desktop/laptop, iPad, Blackberry, Telephone;

•Processed requests (online/calls) in a timely manner and provided end user training where required;

•Ensured clients were updated on their calls and that each interaction was well-documented on the system;

•Receive incoming calls regarding Incidents, Outages Alerts. Evaluated, examined and decide according to the procedure to make a Call Out.

•Document the incident, update, until it is resolved.

•Provided assistance, troubleshooting and technical services to the DFATD employees’/user’s computers, printers and blackberries accounts:

•Probed to reproduce technical problems encountered by end users in order to resolve the problem;

•Set up computers, laptops, docking stations, KVM switches and Surface pro tablets for employees;

•Rolled-out new applications, hardware and software;

•Guided client to connect remotely using signet web by typing signet web link and access Citrix gateway to logon;

•Guided client to connect remotely using VPN connection and troubleshot VPN connectivity;

•Installed, monitored, upgraded and maintained windows 7 operating system;

•Maintained, configured and troubleshot Microsoft windows operating systems: windows7, 8 and 10;

•Communicated electronically and by phone with computer users experiencing difficulties to determine and documented problems experienced;

•Provided assistance and advise to users in response to identified difficulties;

•Setup network account and outlook account;

•Unlocked accounts and reset password in Active Directory;

•Troubleshot Printers;

•Provided support and maintained desktop/laptop, iPads, Blackberry, Telephone;

•Processed requests (online/calls) in a timely manner and provided end user training where required;

•Ensured clients were updated on their calls and that each interaction was well-documented on the Issue.

Project #6 - Dona Conna (INAC)

Project Administrator / Computer and Network Support Specialist

December 2017 – June 2019

Mr. Namutereza provided technical helpdesk series as well as project administration to INAC Infrastructure and Operations setting environment.

Duties included:

•Supported Microsoft Office Suite (Word, Excel, Access, Outlook, PowerPoint, and Project) 2000/2003/2007 in an Infrastructure and Operations setting;

•Communicated electronically and by phone with computer users experiencing difficulties to determine and document problems experienced;

•Provided assistance and advice to users in response to identified difficulties;

•Sent onsite to troubleshoot computers/repair or replace the unit;

•Supported the client’s computer by troubleshooting software or replacing;

•Installed, maintained and configured Microsoft Windows operating systems: Windows7/XP/2003/2008.

•Unlocked accounts and reset passwords in Active Directory;

•Unlocked accounts and reset passwords in SAP and Rumba Servers;

•Troubleshot VPN connectivity;

•Applied permissions/restrictions on Accounts, Directory, Folders;

•Connected remotely to users’ PCs and assist them;

•Pushed applications to computers through Terminal Servers;

•Tracked unsolved calls and advised users of status, such as providing updates on the status of software procurement requests;

•Set up printers and troubleshot them remotely;

•Troubleshot laptops, Workstations/Blackberries;

•Troubleshot synchronization of emails to the cell phone as well as on exchange server;

•Supported application software under Microsoft Windows 2000, 2003, NT within a NetWare 5.0 LAN environment; and

•Recorded all troubleshooting activities in Remedy, ITIL applications and produced ticket numbers.

Project #5 - Shared Services Canada (SSC) / Public Works and Government Services Canada

(PWGSC) - National Service Desk

Technical Support Level II

November 2014– November 2017

Duties included:

•Instructed end user to close IE windows and re-open a new one, end user was to click on Browse to search the Entrust profile, PKI, Smart card or Token where it is saved; end user entered the password and enrolled;

Provided password resets of many applications on Mainframe, for example: MVS1, MVSI, MVSZ, AVIVA, St-Laurent, Siebel, DCT, SPS Cheque Printing.

•Terminated jobs in main frame when end user was unable to print or login to Sigma;

•Troubleshot the applications;

•Supported staff from a participating government department;

•Created an Incident Record (IR) using the codes;

•Mirrored the IR to an IM within SM7 and contact the Atlantic Service Desk to ensure they are aware of the issue;

•Supported SAP accounts: unlock, reset password and troubleshooting.

•Monitored the IR, otherwise escalate the IR;

•Analyzed CMHC issues reported on MVSO or MVSX or MVS5 and mirrored the ticket;

•Requested MARVAL Record;

•Updated to MARVAL record;

•Sent resolution to MARVAL record;

•Resolved application issues and provided advice and training to end users;

•Reproduced technical problem encountered by end users in order to resolve the problem;

•Collected, organized and maintained solutions log for use by others;

•Implemented security requirements such as virtual LAN for security zoning;

•Installed, monitored, upgraded and maintained windows 7 operating system;

•Maintained servers, desktop, MS Server 2008;

•Monitored imaging during installation;

•Installed and configured Cisco routers and switches; • Troubleshot routers and switches; and

•Supported mainframe applications.

Project #4 – Excel (Industry Canada)

Project Administrator / Computer and Network Support Specialist

November 2010 – October 2014

Mr. Namutereza provided technical helpdesk series for Infrastructure and Operations setting environment.

•Using CRM and SharePoint databases to filter, edit, modify and analyze cases.

•Read submitted application to understand the project feasibility.

•Analyze the project materials to see if they are standardized.

•Determine if the materials are the required materials even though they meet the standard.

•Determine if the logical Network Diagram correspond to the equipment details.

•Determine if the Geo Map fiber path corresponds to the logical Network Diagram.

•Determine The technical durability and scalability.

•Conclude with the appropriate recommendation.

Project #3 - Northern Micro-Computer

Computer and Network Support Specialist

April 2005 - October 2010

Duties included:

•Repaired computers by first running specialized applications to detect where the problems were. After that step, many other steps take part according to the detected problem. Some of those steps would be: Virus removal, Bios Upgrade, clean unit interior and fans, Hard disk defragmentation, Driver update, video card replacement, Motherboard to be changed;

•Prepared for unattended installation of operating systems;

•Fixed a copy of setupmgr.exe to answer all question of installation ahead of time;

•Created a new answer file when running setupmgr.exe, the new answer file will guide through all question until the choice of fully unattended. The unattended doc created is called winnt.sif file it is saved on floppy disk which is multiplied into several copies, and will be inserted into each floppy drive of pc to allow the automatization of windows OS; and

•Helped user through phone call by remote connection and troubleshooting the problem remotely.

Project #2 - ITCAN

Technical support Level II

January 2003 - March 2005

Duties as a Project Administrator included:

•Supported the following applications: Microsoft Outlook 2000/2003, Lotus Notes 6.5, 7.0, Corel WordPerfect, Microsoft Works, SmartSuite, Microsoft PowerPoint, Microsoft Office Suite, Microsoft Project, and Internet Explorer in an Infrastructure and Operations setting;

•Replicated technical problems encountered by end users in order to resolve the problem;

•Helped junior technicians in supporting applications software under Microsoft windows 2000/2003/NT workstation operating system within a Netware 5.0 LAN environment;

•Resolved network connectivity problems on a local area network using a systematic troubleshooting approach;

•Recorded all troubleshooting activities in Remedy application and produce ticket;

Helped junior technicians in supporting applications software under Microsoft; Windows2000/2003/NT workstation operating system within a Netware 5.0 LAN environment;

•Used Zenworks Remote Control Software to assist junior technicians or the customer directly;

•Used the call tracking information logged by the junior technicians to assist the client;

•Monitored Imaging during installation;

•Installed and configured Cisco routers and Switches;

•Maintained servers, desktop, MS Server 2003, and Microsoft SQL;

•Installed, monitored, upgraded and maintained windows 7 operating systems;

•Collected, organized and maintained solutions log for use by others;

•Installed and configured Cisco routers and Switches;

•Resolved application issues and provided advice and training to end users;

•Implemented security requirements, such as virtual LAN for security zoning;

•Supported mainframe applications;

•Troubleshot Routers and Switches;

•Used the Network Operating Systems Utilities to resolve the problem.

Project #1 - EMCON Emanation Control LTD

Technical support (Hardware)

March 2000 - December 2002

EMCON develops and maintains products and services that are required in Government environments wherever sensitive or classified information is processed. It also develops products that are required by NATO organizations.

Duties included:

•Built Small Form Factor TEMPEST Computer;

•Built TEMPEST Level I/II Pentium Workstation, PCs that meet the requirements of NSTISSAM; TEMPEST/1-92 Level I/II (NATO AMSG 720B) computing environments;

•Built EMCON Zone Pentium 4 PCs;

•Built EMCON Version HP5720 Thin Client Computers;

•Assembled LCD for emanation control;

•Built EMCON 17"/19" LCD Flat Panel Displays;

•Built TEMPEST Level I & II DeskSaver, available in both, two-port and four-port versions;

•Built EMCON DeskSaver-CC;

•Built DeskSaver Evolution, which comprises 1G DeskSaver, 2G DeskSaver, 3G DeskSaver, 4G DeskSaver and 5G DeskSaver;

•Built EMCON TEMPEST Level I Version HP Color LaserJet 3800 Printer;

•Built EMCON Version HP LaserJet P3005 Printers;

•Built EMCON TEMPEST Level I Version HP LaserJet 4250 Printer;

•Built EMCON TEMPEST Level I Version Cisco's IP Phone 7960G;

•Built TEMPEST Fiber Ethernet Switches and Routers;

•Built EMCON TEMPEST Version Allied Telesyn's Fibre Ethernet Switch;

•Built EMCON TEMPEST Version Cisco's Catalyst 3750-24FS Switch;

•Built EMCON TEMPEST Version HP ScanJet 8270 Scanner;

•Built Emcon crypto interface devices;

•Soldered printed circuit boards; and

•Labeled and connected cables to the connectors.

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