Support Technician Technical
Resume:
Zainab Serry Kamara - ICT support Technician
*****************@****.***
PROFESSIONAL PROFILE
Dedicated and experienced ICT support technician with a passion for leveraging technology to support the goals of the Ministries for the Government of Sierra Lone nationwide. Skilled in troubleshooting, network administration, and providing technical assistance to end-users. Experience in security hardware and software assessment for infrastructure effectiveness. Strong written communication and documentation skills. Experienced in Information security.
Employment History
Ministry of Information and Communication– where?
ICT Technician January 2019 to February 2024
Provided technical support to end-users via phone, email, and in-person.
Diagnosed and resolved hardware and software issues for desktops, laptops, and peripherals.
Assisted in the setup and maintenance of network infrastructure, including routers, switches, and firewalls.
Conducted regular system updates and patches to ensure security and performance.
Collaborated with other IT teams to implement new technologies and solutions.
Provided training and guidance to end-users on best practices for IT security and usage.
Installed, configured, and maintained operating systems and software applications.
Managed user accounts and permissions in Active Directory.
Documented support procedures and created knowledge base articles for common issues.
Perform vendor monitoring to ensure control effectiveness and compliance.
Coordinated with the application and infrastructure teams on patch management.
Monitored and tracked internal security-related defects and recommended patching.
Perform other duties as assigned by the manager.
Ministry of Agriculture – where?
ICT Technician January 2015 – January 2019
Provided technical support to end-users in a timely and efficient manner.
Diagnosed and resolved hardware and software issues for desktops, laptops, and peripherals.
Installed, configured, and maintained operating systems and software applications.
Managed user accounts and permissions in Active Directory.
Documented support procedures and created knowledge base articles for common issues.
Assisted in the setup and maintenance of network infrastructure, including routers, switches, and firewalls.
Provided training and guidance to end-users on best practices for IT security and usage.
Installed, configured, and maintained operating systems and software applications.
Managed user accounts and permissions in Active Directory.
Conducted regular system updates and patches to ensure security and performance.
Collaborated with other IT teams to implement new technologies and solutions.
Provided training and guidance to end-users on best practices for IT security and usage.
Perform other duties as assigned by the manager
SKILLS
Proficient in troubleshooting hardware and software issues
Knowledgeable in operating systems (Windows, mac OS, Linux)
Familiar with networking concepts (TCP/IP, DHCP, DNS)
Experience with help desk ticketing systems (e.g., Service Now)
Strong communication and interpersonal skills
Ability to work independently and in a team environment
Excellent organizational, communication and presentation skills with the ability multitask in a fast-paced environment.
Experience using GRC Tools like: Service Now, Process Unity, JIRA, BOX, CONFLUENCE, BITSIGHT, SLACK, Workday, and ZENGRC.
Microsoft Office Suits Word, Active Directory, SharePoint, Excel, and PowerPoint.
EDUCATION/CERTIFICATIONS
Bachelor of Science in Information Systems: UNIMTECH
Higher Diploma In Data Processing: Njala, University of Sierra Leone
Diploma in Data Processing: Njala, University of Sierra Leone.
References:
Available on request
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