IT support Engineer
Resume:
CURRICULUM VITAE.
Sir Name Asiimwe
Other Name Romeo
Mobile +256-*********/+256-*********
E-Mail **************@*****.*** / *************@*****.*** Date of Birth 15th January, 1992
Physical Address Kampala-Uganda
Nationality at Birth Ugandan
Present Nationality Ugandan
Sex Male
Marital Status Single
About me
I am an IT Specialist with over 7+ years of experience in information Communication Technology. I am an expert with a wide variety of experience of security, engineering, networking, and operating system configuration and troubleshooting.
2.0 Education Background:
Period
Institution
Award
-2018 Africa Data edge Limited Network Security Associate (NSE 1) 2013-2017 Makerere University Kampala Bachelor of Information Technology 2010-2012 Rukingiri high School UACE
2007-2010 Rukingiri high School UCE
3.0 Working Experience
Period: May 2018 Up to date
Name of Company: Mtn Uganda (Huawei Ito Project)
Department: IT Department.
Position Held: IT Support Engineer
Serving as the single point of contact within MTN IT Department for all MTN staff, vendors and subsidiaries for all IT related issues.
Perform routine troubleshooting and maintenance on servers, accounts, applications, appliances, and UPS’s.
Assist with conducting corrective and preventive hardware maintenance on backup systems, servers, fiber optical cables, switches and load balancers.
Assist with documenting, configurations and maintaining enterprise repository of systems documentation.
Maintain enterprise monitoring software and systems.
Manage server hardware repair coverage including recommendations and tracking of systems to be covered via critical contract versus out of warranty repair.
Dealing with incoming faults in a professional, courteous manner over Remedy ticketing system, phone and via email.
Dealing with hardware and application support queries and issues reported to the IT support Team.
Taking ownership and responsibility of IT related issues from start through to a successful resolution.
Escalate issues and involve experts wherever required to resolve issues as quickly as possible especially vendors.
Logging work requests using some applications such as Microsoft Customer Relationship Management and Remedy ticketing tool and assign them to the responsible teams for resolution
Correctly logging incidents and faults, categorizing and prioritizing them in line with team procedures.
Conducting full and through diagnostics with end users to enable first point of contact fault resolution.
Ensuring all faults are progressed & cleared within service level agreement (SLA) escalating to other internal and external teams as appropriate.
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Installing and configuring computer hardware operating systems and applications
Monitoring and maintaining computer systems and networks
Developing sound understanding of IT operations and related applications and IT systems as well as business related processes and procedures
Troubleshooting system and network problems, diagnosing and solving hardware or software faults
Monitoring security access i.e online system access forms, VPN certificate generations, applications account unlocks and password resets.
Conducting security assessments through vulnerability testing and risk analysis using interlog manager and FortiAnalyzer tools.
Performing both internal and external security audits
Analyzing security breaches to identify the root cause using ArcSight Enterprise Security Manager tool
Installing, configuring and maintaining Huawei servers such as Fusion server E9000 and Dual- Socket Universal servers RH1288.
Continuously updating the company’s incident response and disaster recovery plans
Verifying the security of third-party vendors and collaborating with them to meet security requirements
Server installation, Setup and maintenance like from vendors like IBM, NetApp, Huawei, Oracle Sun and Veritas NetBackup.
Installation and maintenance of storage systems such as NAS and SAN.
Disaster Recovery experience both on premise and off site.
Data Centre infrastructure monitoring both up time and space using Nagios monitoring tool. IT Network Security Tools Familiar with;
InterLog Manager
FortiAnalyzer
ArcSight Enterprise Security Manager (ESM)
NAC (Network Access Control) Tool
Nagios
Period: May 2017 Up to July 2018
Name of Company: Mtn Uganda
Department: Customer Service Experience.
Position Held: Customer Call Center Advisor.
Handling cases of all forms of Monies sent to wrong recipients or sent erroneously using the Mobile Money platform.
This involves negotiating with the wrong receivers and there after effecting reversals back to the sender’s accounts. All this is done while ensuring complete adherence to Regulatory policies and requirements.
Reviewing and testing of all products and services on the MTN - Uganda Mobile Money Platform.
Testing and approving all new products on the MTN - Uganda Mobile Money Platform. Some of the products tested, approved and launched during my tenure on the Customer Operations Project Team include; -
> Ericsson Convergence Wallet – The system that handles all MTN - Uganda Mobile Money transactions and reports.
> Push and Pull Service – A service that enables MTN Mobile Money customers transfer funds between their Mobile Money and Bank Accounts.
> ATM Withdraw – A service that enables MTN Mobile Money customers withdraw funds from their Mobile Money accounts using selected bank ATMs.
> KCCA Payments – A service that enables MTN Mobile Money customers make KCCA payments using the phones / Mobile Money accounts.
> International Remittance (Card to Mobile)- A service that enables MTN Mobile money customers to receive funds directly onto their Mobile Money accounts from anywhere in the world through card to mobile transactions. This service is available to senders who are holders of bank enabled cards which are Visa, MasterCard and Amex. Period: June 2017 To May 2018
Name of Company: Copy Cat (U) Limited.
Department: Technical Department.
Position Held: Network Engineer.
Roles and Responsibilities While at Copy Cat (U) Limited:
Supply, Installation and Commissioning of ICT at Mulago Hospital (VOIP, Data, CCTV Surveillance Security Systems).
Supply, Installation and Commissioning of Optical Fiber Cable at United Nations Entebbe (Optical Fiber Cable Installation Only).
Supply, Installation and Commissioning of ICT at Bombo Barracks (Data and Voice)
Supply, Installation and Commissioning of ICT at Toyota Uganda (Namanve) (VOIP, Data, CCTV Surveillance Security Systems).
Supply, Deliver, Installation and Commissioning of ICT at Ecomonic Policy Research Center
(EPRC Makerere University).
Offering IT Infrastructure Support at Jubilee Insurance Company Limited.
Offering IT Support at Bank of Baroda and it’s all Branches.
Offering Telephony System Support at Kakira Sugar Limited Main Features of Project:
Cable lying, Mounting Racks, configuring Switches and routers, Server room installation and terminating patch panels, running mult-pair cables for Telephony, terminating DMF, configuring PBX and connecting and testing computes and phones.
Interpreting architectural drawings to identify the areas where Ethernet and Voce/telephony cables are supposed to pass and also know where to mount racks and switches, lying Ethernet cables and terminating them, installing trucking on the walls and configuring and mounting switches and routers.
Terminating Patch Panels, installing and configuring switches, installing uplinks, access points, installing s ervers, Telephony systems b o t h VOIP and analog systems, installing camera surveillance security systems both analog and Digital.
Assesses malfunctions of network hardware and/or software applications for the purpose of determining appropriate actions to maintain computer and network operations.
Confers with Information Technology Network Manager on topics related to network installation and configuration for the purpose of providing technical advice and support and implementing the policies and procedures.
Installing and maintain Reduced instruction set computing (RISC) Servers like SUN, HP and IBM.
Installs computers, computer and network equipment, network (client and server) hardware and software on a variety of platforms (e.g. service packs, application software, operating software, hardware upgrades, etc.) for the purpose of upgrading and maintaining equipment and computer networks that will meet the technology needs of the client
Monitors Client’s servers, and related hardware and supporting software (e.g. throughput, switches, patch panels, racks, etc.) for the purpose of ensuring that resources and technology are available and utilized effectively.
Prepares written materials (e.g. procedures, drawings, reports, memos, letters, etc.) for the purpose of documenting activities, providing written reference and/or conveying information.
Repairs network-related failures (e.g. computers, peripherals, network equipment, configuration files, etc.) for the purpose of maintaining computer and network equipment in a safe and functional condition.
Researches software applications and hardware requirements for the purpose of previewing products to provide recommendations regarding applications and purchases and ensuring availability of materials.
Supporting and Managing IT infrastructure at all Bank of Baroda Branches in Uganda and this included Undertakes routine installations and de-installations of items of hardware and/or soft- ware. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Develops installation procedures and standards, and schedules installation work. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service Languages Spoken and Written:
English Luganda Lutooro Kiswahili Runyankole
Fluent Fluent Fluent Fluent Fluent
5.0 Referees:
1.Farouk Serubura
IT Support Team Supervisor
MTN UGANDA
Tel: +256*********
Email: ******.*********@***.***
1.Emmanuel Muggaga
Director Bridge Media Network
P.o Box 169 Serena Conference center
1.Saad Kirangwa
IT Officer United Nations
Agency for Refugees (UNHCR)
********@*****.***
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