Service Engineer

Location:

Dar es Salaam, Tanzania

Salary:

2000000

Posted:

August 13, 2020

Contact this candidate

Resume:

SARAH DANIEL

P.O. BOX *****, Dar es Salaam

Cell: +255*********

*************@*****.***

Professional Summary

Experienced IT Service Quality Assurance personnel with a proven track record of delivering high-quality service within SLA. Adept at utilizing computer productivity software, gathering data from multiple sources and working with management to develop helpful reports. Have ITIL, Project Management and Cybersecurity knowledge of leading an IT team.

Core Qualifications

Experienced on ITIL practice

Experienced in database development

Extremely detail oriented

Able to communicate across all levels of

management

Presentation skills

• Project management skills

• Cybersecurity skills

Training Skills

Data Science skills

Experience

IT Helpdesk Quality assurance officer

9/24/2018 – Present

Vodacom Tanzania (Computer Information systems)

Dar es Salaam, TZ

Ensuring IT support is consistently provided within SLA, managed to maintain IT Helpdesk at an SLA of above 90%

Working with management on how to improve IT support services, Introduced Ticketing report that evaluated every engineer, advised management on motivating engineers who do well on every month

Training new Engineers for them to adapt to new working environment

Making follow-up of all Helpdesk activities to make sure IT service is provided at an agreed SLA, introduced every morning’s call and email reminder to all engineers and System Administrators

Preparing Reports on daily, weekly and monthly of all Help desk activities including performance of all Helpdesk Engineers

Conducting survey to get customer feedback.

Computer hardware and software installation and configuration including VPN

Network problem troubleshooting and resolution

IT Administrator

11/16/2016 – 3/31/2018

M-Kopa Solar

Dar es Salaam, TZ

Ensured that technology support was consistently provided within SLA/OLA for Tanzania for different Network service requests.

Tracked and updated user tickets in Zen desk and ensuring they are handled in a timely manner

Captured daily, weekly and monthly service desk metrics, document analysis and implement corrective actions as necessary.

Worked closely with the technology management team to capture opportunities for improvement and optimization, introduced preventive maintenance that saved time and money as before maintenance was done by suppliers

Maintained and monitored the firewall, switches and router to ensure network availability and performance.

Configured and maintained network devices (Routers, Switches, Firewall and access points), VLAN and load balance was configured, and access control was configured that helped on network monitoring well.

Improved on how Technical Operations Department handles and communicates on technical related Issues, managed to ensure every request is being done via email to make sure every incident is attended.

Managing and controlling Technical Operations Budget. Ended the printing contract and configured the printer present at the office to be used over the network with authentications. IT Helpdesk Quality Assurance Officer

12/2/2013 – 11/13/2016

Vodacom Tanzania (Computer Information Systems)

Dar es Salaam, TZ

Prepared Daily, Weekly and Monthly Reports based from Remedy/ Crystal reports. Made sure all reports were sent before deadline

Gathered Customer feedback for IT service improvements.

Made follow-up of all Helpdesk activities to make sure IT service is provided at an agreed SLA

Provided support to Databases (DB Query, DB Authorize, DB Deposit) and Sage applications

User accounts administration on Active Directory, Network accesses, VPN

Microsoft Windows and applications installation and configuration

Installation of Oracle Client and TNS File configuration for sage-online system used to extract financial reports that enabled users to retrieve report in Excel

Network problem troubleshooting to resolve network connectivity issue Education

Bachelor of Information Technology- 2011

Institute of Finance Management

Dar es Salaam, TZ

Short courses:

Oracle 11g Database Programming- 2012 Dar es Salaam Institute of Technology Dar es Salaam, TZ

Cybersecurity Fundamentals, Enterprise Security

Fundamentals- 2020

EdX Courses- Online

Python for Data Science UCSanDiegoX- Online

Referees:

Victoria Mbowe