Customer Support Hardware Technician

Denis Ahimbisibwe

***E ***th Street Apt *J, Bronx, MA 10451

Tel:+1-978-***-**** ********************@*****.***

Personal Profile

Denis Ahimbisibwe is an ICT professional, a graduate of Kabale University (BSc in Information Technology), Uganda Technical College – Kichwamba (Diploma in Electrical Engineering).

Microsoft Certified Solutions Associate: Windows Server 2016, (MCSA) and Cisco Certified Associate, (CCNA).

Experienced IT Specialist

Extensive customer support, troubleshooting, and technical experience as follows:

Customer support

Ticketing systems

File servers

Tape backups

Network connectivity

Hardware repair

Managing inventory

PC software

Remote tools

TCP/IP

Wireless networks

Microsoft office suite

Work Chronology

January 2020 – April 2022: IT Technician

Quiet Logistics, 64 Jackson RD, Devens, MA 01434

I provided support to an ongoing project for the expansion of the warehouse running cables, configuration of workstations and other pieces of peripherals.

Coordinated and performed work under general direction from the IT manager, in line with GMIT policies and procedures

Windows 10 upgrade and troubleshooting Laptops, Network printers, and Workstations to ensure they are upgraded and functioning properly.

Provided support to onboarding and offboarding employees.

Worked with the Active Directory such as creating users, account Lockout troubleshooting, Local Admin access, adding machines to the Domain, and troubleshooting machines out of the domain.

Worked with ticketing tools (ServiceNow and Zendesk). Handled support tickets with software and hardware vendors, evaluated, determined root causes, and collaborated with internal and external technical support to ensure 100% problem resolution.

Vendor support contact for internal support and maintenance issues required for desktop systems, software, and peripherals to troubleshoot and resolve issues.

Trained help desk team on remote troubleshooting tools (BeyondTrust – Bomgar)

Created incident tickets and owned the problem through closure for those incidents that can be resolved without assistance.

Managed end-to-end support processes and support governance of managed IT services.

Assisted in performing monitoring, intervention, escalation, and communication of any issues having an impact on any aspect of the production environment.

Assisted IT Manager in monitoring production services like Procera Transaction Clients, Bonobos, UPS, QUIET, PX and PCS Systems & Services, and Production Order Flow.

Determined issues with business Internet connectivity, WAN technologies, remote access, and VPN configurations

•Monitored and maintained the knowledge database functionality to include tracking tickets issued, outstanding, completion time, etc.

•Maintained IT equipments such as PCs, servers, networking equipment, label printers, and bar code scanners.

•Solved technical support issues both in an office and robotic warehouse environment.

•Desktop/Laptop image creation and management.

•IP Phone setup and support.

•Installation and support of software applications.

•Responded to help desk incoming calls and managed ticket queues.

•IT inventory control.

•Performed backup and creating ghost images.

•Providing daily end-of-day, weekly, and monthly reports.

2012 – 2019: Lead IT Support, Bank of Uganda; Plo37/45, P.O Box 7120, Kampala

•Provided technical end-user support for hardware, software, and installations.

•Provided first-line troubleshooting on the system.

•Managed and configured client-based computer operating systems.

•Created and verified data backups.

•Responded to and resolved help desk requests

•Reviewed application logs.

•Maintained up-to-date profiles for the execution of procedures and processes.

•Provided daily, weekly and monthly reports on the system operations.

2007 – 2011: Hardware Technician, EOD Technology. Inc.

2229 Old Highway 95, Lenoir City.TN37771, International Zone Bagdad.

•Installed and configured Workstations/Laptops, computer hardware operating systems, and applications.

•Provided PC and network support by overseeing the administration of the Local Area Network (LAN) for all assigned facilities

•Managed third-party vendors that provided IT Service Desk and network infrastructure, phone, copier, and printer support.

•Replaced parts as would be required.

•Created new users' accounts and profiles and dealt with password issues.

•Conducted electrical safety checks on equipment.

•Regularly presented system status updates to non-technical stakeholders

July 2006 – to April 2007: Customer Support Technician

Labomedifam Supplies and Technical Services - Uganda.

•Consultancy Services in Computer and Laboratory equipment specifications and procurement.

•Installed electrical works, Laboratory, Medical and Scientific Equipment (Survey, GPS, Office /Domestic Appliances).

•Serviced, Repaired and Carried out preventive maintenance on installed computers and electrical equipment.

•Followed up with clients after installation to maintain sales relationships.

•Provided user support and training to customers.

•Provided clerical and data management assistance during tendering processes.

•Fulfilment of warrantee technical obligations on a quarterly basis.

Qualifications:

•BSc. Information Technology

•Diploma in Electrical engineering

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