Geoffrey Onyango Amaumo

P.O BOX *****, DOHA, QATAR. Mobile No: +974-****-****, +97-5591-9140, +254********.

E-Mail:ada50g@r.postjobfree.com or ada50g@r.postjobfree.com

Information Technology Systems Support Manager

Highly effective Senior Information Technology Systems Support Manager with Bachelors of Business Information Technology and Diploma In Data Processing Management, having 18+ years of experience specializing in strategic business systems support, technology expertise, effective leadership and operational support. Implementing new business systems and customer-centric cultures. Keen on providing high-quality service delivery and managing all aspects of multi-million IT infrastructure. Design and deliver leading-edge enterprise solutions precisely aligned with current and future business needs thus ensuring consistent operational continuity. Sound communication and training skills. Seamlessly manage and execute change, mitigating risk and leveraging best practices to improve productivity and reduce costs. Skilled manager, project leader, systems administrator, effectively directing multiple operations, concurrent projects to achieve corporate and client objectives.

Core Skills:

Staff leadership and Motivation.

Do Proof of Concept for Business Applications.

Hardware/Software deployment, updates/updates.

1st, 2nd & 3rd level IT systems support.

IT Site systems support Team Monitoring/Reviews.

ICT Technical requirement analyst.

Business Enterprise Application support.

Prioritize Requests for VIP/VVIP & resolve.

Technology Strategy & Implementation.

Ensure/Adhere to IT Service SOP’s & Procedures.

Resolve incidents &escalate unresolved requests

Data Backup & Restore – offsite.

Team Leader of all On-site support Teams.

Analyze, Design & Implement IT support team Training needs.

Be part of on-site support team & standby.

Manage IT support team duty roster.

Systems Back & DRP Administration.

Root-Cause Analysis and Diagnosis.

Multi-tasking and team player.

Mobile App, Microsoft Office & OS Expert.

Hardware/Software Procurement & Acquisition.

SLA and Vendor Negotiations.

Point Of Sale Administrator.

Design & document knowledgebase for referral

LAN/WAN Infrastructure support.

Remote & Follow up of IT requests for Resolution.

Give weekly, monthly, yearly & ad-hoc reports for Management.

Alert all network critical incidents, service unavailability’s & disruptions.

Categorize Issues & action known incidents or faults

Proactive in research & technology evaluation IT, Best IT service practices.

Lead Vendors & Service Providers to evaluate, Tests & Implementation business systems.

Log & escalate all Site Service faults to 3rd level ICT support or service providers for prompt resolution.

Professional Certifications:

Airport Ramp Safety.

Airport Security.

Customer Care Service.

ITIL Foundation (ITIL F).

HP Master ASE PL/BL Servers (HP Master ASE).

HP Accredited Systems Engineer Servers (ASE).

Microsoft Certified Technology Specialist (MCTS).

Microsoft Certified Professional (MCP).

Microsoft Certified Systems Engineer (MCSE)

HP Accredited Integration Specialist (AIS).

Education Background:

Bachelor of Business Information Technology. Kenya Methodist University - Nairobi Kenya 2009 – 2011

Diploma in Data Processing Management. Associated Computer Institute– Nairobi Kenya. 1994 -1996

Software Applications. Circuit Business Training College – Nairobi, Kenya. 1995

Technical Proficiency:

Platforms: Microsoft Windows2000/2003/2008/2012/2016 servers & Windows XP/ 7/10, Linux.

Tools: Microsoft Office Suite (203/2007/2010/365), Acronis, Norton Ghost, Skype Business, Ms Exchange Server 2007/2010/2013/2016, VM Ware ESXi 5 & 6, Hyper V, McAfee, Norton, Q-Pulse, VNC/Unicenter TNG, Remote Desktop. SCOM, WSUS

Backup: NT Backup, McAfee EPO, HP Storage Works & Dell EMC SAN-NAS, NAV 7, NetApp, VERITAS Backup Exec & Symantec.

Peripherals: Genicom Network, Tally Line, Xerox WorkCentre, Epson, HP, Samsung printers.

Hardware: HP, Dell, IBM servers, Desktops/Laptops HP, Dell, IBM, Toshiba, Accer and Sony.

Networking: Rack Building, WAN-LAN Cabling, Termination, Patching, Troubleshooting, CyberROM & Firewall Administration.

Professional Experience:

Business Information Technology Strategist – Contract, Helix Systems 2017 – 2019

Revamping key collaboration on business contracts and establishes strategic new ones throughout block chain. Increase Return on Investment and ensure business growth, continuity and build specialized third party partnerships that supports long term investment and profitability.

Devise new strategies based on utilization and lower cost technologies, update and dealership authorization, accelerate commercialization. Assisting to develop and execute five year strategic plan to cut on operating expenses thus enabling affordability on targeted products across board.

Build and craft the training matrix for the in-house support staff on franchised or vendor products. Leading key systems automation that support the future investment planning of IT Department and organization.

Enact ICT new strategies, policies principles, hypothesis, roadmaps, Standard Operating Procedures SOP’s, co-ordination and commissioning of business projects that aligns with organization’s vision and mission.

Business Information Feasibility study to analyze issues, develop options, and solve problems, making architecturally sound decisions within the cost and risk parameters.

Coordinate IT Service Desk Operations in outsourced Contacts and oversee IT infrastructure and business applications implementation, Configuration, Commission and Systems Administration operations.

ICT Systems Support Team Leader Souq Waqif Boutique Hotels – Qatar – Doha 2015 – 2016

Lead high-performing technical team of Field Engineers, Security Engineers, Systems Integration Specialists to implement all ICT systems for New Najd Hotel i.e. PA, Door Lock, Hotel Booking, Telephone, Wifi Hotspot, IP TV in all rooms, Point Of Sale, Radio, Safety smoke and dust detectors, Fire alarm and extinguisher and lights, Server room and messaging solutions.

Direct IT projects and technical activities across group hotels in support of multibillion-dollar systems. Identify and resolve business needs to achieve organizational goals. Manage strategic planning to optimize resources and enhance system performance parameters.

Provide senior-level technical consultations and support to Field Engineering and System Integration & testing departments on all IT and networking issues. Review network layouts, resolve equipment redundancies, improve network reliability and flexibility.

Configured and customized all restaurant’s menu items, recipes, Pont of Sale Items and receipt printers. User accounts, cards and user induction/training.

Guide the design and implementation of antivirus solutions and system/network monitoring. Establish Disaster recovery plans (DRP) based on HP Data Protector Software, Tape Libraries, and SAN hardware.

Streamlined Information technology department by implementing best practices, creating new leadership and separating support tasks.

Brain Child of IT Help Desk service system by goggle that enable capturing of all user support requests and assign to in-house IT staff based specialty and third part consultants. Trained In-house on how to use the systems and report generation.

Provided senior-level technical consultations and support to Field Engineering and System Integration & Testing of all IT and networking issues. Review network layouts, resolve equipment. Redundancies and Fail-over, improve network reliability, flexibility and Hotspots Connectivity.

Select Achievements:

Achieved optimal operations and functioning by overseeing continuous improvement initiatives to existing Infrastructure, applications, systems and software. Recommend and implement IT infrastructure requirements and upgrades to improve overall system performance and ensure high levels of security and data recovery.

Attained Systems readiness by Configuring all restaurant’s menu items, recipes, Pont of Sale Items, receipt printers, User account/card creation and user training before commissioning of the POS system.

Managed and administered 8+ Servers, applying technical expertise in, Micros Fidelio 9700 POS, Microsoft Infrastructures and database/security application servers in high-availability/fault tolerance configuration built using IBM/HP Blade servers.

Quick resolution of IT service requests that were assigned, monitored and resolved. Able to measure the output of the Internal IT Staff and recommend much need areas of support training.

ICT Systems and Administration Manager. NAS Airport Services Ltd– SERVAIR. 2007 – 2014

Purchase and oversee the implementation of a million plus Micros Fidelio 3700 Point of Sale system, ICT general functions, business planning and strategies, carried out business turnaround, ICT Assets Logistics and inventory, IT vendor relations, Systems change management and Co-ordinated POS Systems user training to optimize resources, improve throughputs, and enhance system performance parameters.

Guided IT projects from feasibility studies, Proof of Concept, budget, configuration, system administration, and user induction and training for: Catering Display system, Laboratory, CCTV and System network monitoring for all restaurants and Lounges at JKIA and Mombasa Intl. Airport.

Network management and administration including: Uninterrupted Power Backup to the server room, Routine IT equipment maintenance including security updates and service packs on Exchange, File/Print, phone/voice and internal Web and virtual servers, Exchange mailbox monitoring and management and anti-virus/security investigation and updating, Monitoring network routers, switches,

Expertly oversee WAN/LAN network implementation, system and network monitoring for our corporate clients – Fibre/MPLS connectivity for our catering Micros Fidelio System.

Establish data backup and disaster recovery plans (DRP) based on MS Backup and eventually off-site backup based on SLA with the 3rd party DRP vendor. Also supporting Ms Windows & Linux OS.

Managed 3rd party developers, consultants and in-house IT teams that worked with stakeholders to define design requirements for the application/systems interfaces.

Select Achievements:

Achieved optimal operations and functioning by overseeing continuous improvement initiatives to existing IT equipment, business applications. Recommend and implement upgrades to improve overall system performance thereby ensuring high levels of security and data recovery.

Grew business from US D 56,000 to > US D 157,000 monthly from 2008 to present. Increasing revenue collection margins from 4% to 20% by implementing new Micros Fidelio POS System.

Improved efficiency and productivity by implementing inventory management and IT service desk system enhancing user request management.

Streamlined workflow by automating ordering entry, re-order levels, product tracking. Implemented Mobile cashier Spot cash collection, inventory stock spot check for auditors and introduced customer loyalty programs in all restaurants.

Refined and improved existing reporting and documentation for Quality Assurance reducing manual reports generation.

Senior ICT Systems Engineer. First Computers - Outsourced At Kenya Airways. 2002 – 2006

Lead, monitor and direct high-performing technical teams of both IT Outstations Officers, ICT in-house and out-sourced support teams to administer, to enhance quality of remote and onsite IT systems support as per SOP’s and statistics.

• ICT Project Manager for new systems implementation as per the IT road-map roll out plan/Standard Operation Procedures guide and guide ICT change management processes and business training planning Matrix.

• Managed New Technology Infrastructure program roll-out consisting of business feasibility study, Proof of Concept, design, implementation, testing, commission, documenting, training, process customization or re-engineering for all ICT teams including Outsourced/Vendor support to stations.

• Co-ordinate and managed Regional IT support and Service Desk Operations overseeing business applications implementation, Configuration, Commission and Systems Administration operations by the outsourced contacts to ensure exemplary customer service delivery as per the SLA.

• Streamlined Information technology department by implementing best practices, IT security compliance that ensure outstations infrastructure is highly available to access new, business and airport application systems and ICT inventory management.

• Managed and guided all Africa outstations ICT service delivery and support on KQ worldwide Network at Kenya Airways Head office, OCC, JKIA, Moi Intl. and Kisumu Airports, Airside Ramp, Ground Handling Equipment, KQ Cargo Handling and KQ Passenger offices in addition to managing remotely service providers and IT stations vendors as per the SLA’s reducing ownership costs and enhance vendor relations,

• Carrying training of IT users, service desk, 1st, and 2nd line support on new systems standards rolled out having no impact to business operations.

• Guide the design and implementation of antivirus solutions and system/network monitoring. Establish Disaster recovery plans (DRP) based on HP Data Protector Software, Tape Libraries, and SAN/NAS hardware.

• Special Projects Management supporting all ICT infrastructure at KQ Check-in -SITA & CUTE, Security Control Canter, Conveyor Belts, Luggage, Apron and VIP Lounges and restaurants -Micros Fidelio, Finance –RAPID, Cargo - COARSE to ensure optimum ICT service delivery on-time, scope and cost.

Initiated an interdisciplinary team with skills in systems operations, software analysis, design and development. There-by improving ICT systems availability and uptime.

Senior Software/Hardware Engineer, Computer Point (K) Ltd & Circuit Business Systems Ltd. 2000 - 2001

ICT staff in-house training schedule and matrix.

Call centre senior systems engineer and company web site updates.

Rack builder specialist.

Co-ordination of logistics of functional spare parts and replacement.

Repairs for Printers, Server, laptop and desktop systems.

Head of Enterprise and desktop systems support.

Business applications and OS support functions.

Worked on ad-hoc and special projects.

Preventive maintenance for IT Infrastructure.

Referees:

1)Ajesh Lal – ICT Senior Systems Engineer – Souq Waqif Boutique Hotels, P.o. Box 1274, Doha, Qatar, +974-****-****, Email: ada50g@r.postjobfree.com

2)Mr. Robert Japheth Okal, International Livestock Research Institute ICT Systems and Infrastructure Manager, P.o. Box 534**-***** Nairobi Tel: +254-***-***-***, 535338, 559401, Email: ada50g@r.postjobfree.com.

3)Douglas Nyamao - Head of IT Systems Call Centre - Nestle Equatorial Region, P.o. Box 12467 Nairobi, Tel: +254-***-***-***, Email: ada50g@r.postjobfree.com.

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