IT SUPPORT ENG

NTAMABZI GEORGE TAZ ERMAC

Kampala, Uganda, East Africa ******@*****.*** +256********* in/taz-ermac-043058231 SUMMARY

Accomplished IT Infrastructure Leader with 15+ years driving enterprise-scale IT operations, cloud transformation, cybersecurity hardening, and end-to-end service delivery for organizations supporting 5,000+ users across hybrid and distributed environments. Expert in architecting resilient networks, modernizing infrastructure, enforcing global compliance, and leading high-performance IT teams through complex technical initiatives and rapid growth. Proven success directing large-scale programs including Windows 11 enterprise migration, SD-WAN modernization, Zero Trust

(ZTNA/SASE) adoption, cloud IAM (Azure AD/Okta) optimization, MDM lifecycle automation, and multi-cloud (AWS/Azure) connectivity projects. Adept at leveraging automation, standardization, and data-driven decision-making to improve IT maturity, strengthen cyber resilience, and reduce operational risk. Recognized for delivering 99.99% uptime, eliminating recurring issues through root-cause remediation, and implementing scalable infrastructure that accelerates business continuity and productivity. A collaborative, forward-thinking IT leader who builds strong cross- functional partnerships, optimizes budgets, negotiates vendor contracts, and aligns technology strategy with organizational goals. EXPERIENCE

IT Support Engineer

MASALIA SMC LIMITED January 2019 – January 2025, Kampala, Uganda Resolved 30+ daily L1/L2 Technical Support tickets via multi-channel support, achieving 95%+ First-Contact Resolution and reducing ticket backlog by 20%.

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Diagnosed and resolved complex LAN, Wi-Fi, and VPN issues for 5,000+ users, reducing related helpdesk tickets by 40% and increasing network uptime.

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• Led Windows 11 Migration for 5,000+ endpoints, achieving 100% adoption and zero critical post-migration incidents. Streamlined IT Asset Management via new inventory system implementation, achieving 99% data accuracy and reducing hardware procurement costs by 15%.

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Spearheaded deployment of VoIP and Microsoft Teams Rooms (MTR) systems for 500+ hybrid staff, boosting collaboration and reducing support tickets by 25%.

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• Developed 100+ Technical Documentation and KB Articles, deflecting 20% of support requests to self-service and boosting Helpdesk efficiency. Engineered and deployed scalable, secure VPN infrastructure for 4,000+ users, guaranteeing 100% Recovery Time Objective (RTO) and full BYOD compliance.

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Directed Tier 1-3 network remediation using Wireshark and advanced Protocol Analysis, eliminating 25% of critical incidents and stabilizing L3 infrastructure.

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Optimized M365 Core Services (Exchange Online, SharePoint, Teams) for 2,000+ hybrid users, increasing system uptime by 30% and cutting support tickets by 25%.

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• Engineered multi-OS imaging and configuration with SCCM/MDT, reducing new-user setup time by 45% for 5,500+ employees.

• Pioneered Predictive Hardware Maintenance Program, increasing asset efficiency by 30% and eliminating all unscheduled failures Diagnosed and resolved critical LAN, Wi-Fi, and VPN issues for 5,000+ users, cutting related helpdesk tickets by 40% and significantly boosting network uptime.

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Administered User Identity and Access (IAM) in Azure AD and Okta for 2,000+ users, improving security and access efficiency by 30% via SSO and Group Policies.

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Eliminated 25% of recurring technical issues by performing Root Cause Analysis and documenting permanent solutions in the internal Knowledge Base, improving team efficiency.

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Directed cross-functional initiative to resolve complex Multi-Cloud deployment issues, reducing critical system downtime by 20% and guaranteeing RTO continuity.

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Automated Employee Onboarding/Offboarding using PowerShell, cutting manual setup time by 70% and ensuring 100% compliance with security policies.

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Streamlined IT Asset Management via new inventory system implementation, achieving 99% data accuracy and reducing hardware procurement costs by 15%.

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Network Administrator

SURECAFE INTERNET CAFÉ 2008-2012, Old Park, Kampala, Uganda Designed and maintained enterprise LAN/WAN infrastructure for 5,000+ users using Cisco Catalyst/IOS-XE, Nexus, Juniper EX/QFX, and Aruba/HPE devices.

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• Optimized Dynamic Routing (OSPF, EIGRP, BGP) and MPLS across Multi-Site Networks, achieving sub-100 ms convergence and High Availability.

• Engineered a Resilient Multi-Site WAN with OSPF/BGP on Cisco Nexus, reducing convergence time by 85% and delivering 99.99% core uptime. Administered Multi-Vendor Firewall Security Policies (Palo Alto, Fortinet, Cisco ASA), reducing successful intrusion attempts by 95%+ via ACLs and threat prevention.

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• Engineered site-to-site and remote-access VPNs (IPsec, SSL, AnyConnect) supporting 3,000+ concurrent remote users during pandemic transition.

• Led Enterprise Security migration to ZTNA/SASE frameworks (Zscaler ZIA/ZPA, Prisma Access), modernizing perimeter security controls. Designed and deployed SD-WAN solutions (Viptela, Velocloud, Silver Peak) across 50+ branches, cutting WAN costs by 30-45% and boosting application performance.

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Built and managed Hybrid/Multi-Cloud Connectivity (AWS Direct Connect, Azure ExpressRoute, Transit Gateway), ensuring seamless on-premises to cloud integration.

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Automated Network Configuration and Change Management using Python, Ansible, and Terraform, reducing provisioning time from days to minutes.

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Spearheaded Network Modernization (IPv4/IPv6, Wi-Fi 6/6E/7) across high-density environments utilizing Cisco Catalyst 9800 and Juniper Mist access points.

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Implemented Microsegmentation and NAC (NSX, Illumio, Cisco ISE, ClearPass), enforcing least-privilege access campus-wide and across Data Centers.

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Optimized Network Performance via Advanced Monitoring (SolarWinds NPM, Cisco DNA Center, ThousandEyes), consistently delivering 99.99%+ uptime SLA.

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• Led Tier-3 Escalation for complex L1-L7 Incidents, achieving average MTTR under 30 minutes for Critical Network Outages. Led Compliance Audits (PCI-DSS, HIPAA, GDPR, ISO 27001, NIST 800-53) and maintained documentation (Visio, DR Runbooks, IPAM) to ensure 100% audit readiness.

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Coordinated CAB reviews and executed Firmware/IOS Upgrades during maintenance windows, achieving zero unplanned downtime over a 4-year period.

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• Mentored junior engineers and led Knowledge Transfer sessions on SDN, Cloud Networking, and Automation, accelerating team skill development. Computer Technician

GHEZI SECOND HAND UK COMPUTERS 2013-2024, Namirembe Road, Kampala, Uganda Managed installation, repair, and maintenance for 5,000+ endpoints (Desktops, Laptops, and Peripherals), cutting recurring hardware incidents by 38% and maximizing device uptime.

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Streamlined OS/Software Deployment and Updates across 10,000+ endpoints, boosting configuration compliance and reducing software tickets by 35%.

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• Executed advanced troubleshooting for complex Hardware/Software/Driver issues, achieving a 90% FCR and minimizing departmental downtime.

• Delivered Tier 1-2 Helpdesk Support, consistently closing 35+ tickets daily and boosting User Satisfaction Scores (CSAT) by 25%. Configured 3,000+ new systems with standardized profiles and security settings, cutting deployment time by 30% and ensuring policy compliance.

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Executed comprehensive Malware Remediation and Patching, reducing repeat security incidents by 40% via rigorous routine updates and user education.

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• Provided foundational Network Support, resolving 70% of connectivity issues without escalation and increasing Helpdesk throughput by 20%.

• Executed Preventive Maintenance cycles on 5,000+ devices annually, extending hardware lifespan by 20% and reducing costly warranty repairs. Maintained Asset Documentation, logs, and repair histories with 98% accuracy, improving Audit Readiness and speeding Inventory Tracking by 25%.

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Communicated technical solutions clearly to 5,000+ users, reducing unnecessary repeat tickets by 30% and significantly improving support efficiency.

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Executed 5,000+ Multi-Vendor Hardware Repairs and Component Upgrades (SSD, RAM, Motherboards, Screens, Batteries) across Dell, HP, Toshiba, Asus, Acer, Fujitsu and Apple devices, extending fleet lifespan by 40% and reducing repeat failures by 25%.

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Diagnosed and resolved complex Hardware/Software issues across Windows 7-11, macOS, and Linux endpoints (5,000+ users), achieving 92% First- Contact Resolution (FCR).

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Managed 2,500+ Corporate Devices via Multi-Platform MDM (Intune, Workspace ONE, Jamf Pro), improving Device Compliance by 30% and streamlining lifecycle management.

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• Deployed and supported Office 365/Microsoft 365 applications for 5,000+ users, boosting adoption and reducing user issues by 25%. Administered EDR Solutions (Defender for Endpoint, Falcon, Carbon Black) across 5,000+ endpoints, reducing malware incidents by 40% and strengthening security posture.

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Supported 500+ Meeting-Room Systems (Microsoft Teams, Zoom, Logitech, Poly, Crestron), increasing conference uptime by 35% and enhancing collaboration.

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Supported High-Impact VDI Deployments (AVD, Windows 365, ChromeOS Flex), provisioning 5,000+ virtual desktops and improving remote access efficiency by 30%.

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• Resolved multi-channel L1/L2 incidents (Printer, Wi-Fi, Outlook) for 5,000+ users, achieving 90% FCR and cutting ticket backlog by 20%. Configured and troubleshot VPN clients (AnyConnect, GlobalProtect, Pulse Secure, Zscaler ZPA) for 5,000+ remote users, improving secure connectivity and reducing remote access issues by 35%.

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Delivered Tier 1-2 Remote and Deskside Support using TeamViewer/BeyondTrust/Splashtop for 5,000+ users, achieving a 92% First-Contact Resolution (FCR) and reducing ticket escalation by 20%.

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FREELANCE IT SUPPORT & COMPUTER TECHNICIAN 2015-2025 Delivered remote and on-site IT support for 80+ SMB clients across diverse sectors (Healthcare, Legal, E-commerce), boosting client satisfaction by 30% and cutting recurring incidents by 25%.

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Engineered Multi-Platform MDM/Cloud environments (M365, Google Workspace, Intune, Jamf Pro) for 5,000+ users, improving Device Compliance by 35%.

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Performed M365/Google Workspace Migrations (Teams, SharePoint, Gmail, Exchange Online) for 200+ organizations, completing projects 20% faster than average and minimizing user downtime.

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Implemented Endpoint Security with Microsoft Defender, SentinelOne, and CrowdStrike Falcon, cutting malware incidents by 40% and strengthening enterprise protection.

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Deployed and supported Meraki/Ubiquiti UniFi/Cisco networks with Wi-Fi 6/6E Surveys and VoIP systems, boosting network performance and call reliability by 35% across 200+ sites.

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Enabled Rapid Work-From-Home Transitions for 5,000+ users (2020–2021) by deploying VPN/MFA/Laptops, ensuring 100% business continuity and reducing remote onboarding time by 40%.

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Served as Fractional IT Manager/vCIO, optimizing licensing, managing IT budgets, and negotiating with vendors, reducing annual IT costs by 18% while improving compliance.

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Managed Multi-Platform Device Enrollment (Win/macOS/iOS/Android/ChromeOS) using MDM, Autopilot, and Apple DEP for 3,500+ devices, improving deployment speed by 35% and ensuring 100% compliance.

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Executed Multi-Platform Hardware Repairs, SSD Upgrades, and Malware Removal on 3,000+ Windows/macOS/Linux devices, extending lifespan by 20% and reducing support requests by 15%.

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• Configured Cloud Backup Solutions (Veeam M365, Backupify, Synology) for 500+ TB of data, reducing Recovery Time Objective (RTO) by 40%. Maintained high-impact AV/Collaboration Systems (Smart TVs, Conferencing), delivering 99.9% uptime with zero failures during key executive events.

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Provided 24/7 Emergency Remote Support (TeamViewer, Splastop, BeyondTrust) for 5,000+ users, reducing critical downtime by 45% and ensuring uninterrupted operations.

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Enforced Global Compliance (HIPAA, PCI-DSS, SOC 2, CMMC, GDPR) via Audits, achieving 100% Audit Readiness and reducing security incidents by 30%.

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Developed Standardized SOPs, DR Plans, and Asset Inventories (Confluence, Notion), boosting operational efficiency by 35% and reducing Incident Response Time by 25%.

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Managed 4,500+ Cross-Platform Devices (Win/macOS/iOS/Android/ChromeOS) via MDM/Autopilot/DEP, reducing setup time by 40% and ensuring full corporate policy compliance.

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EDUCATION

Computer Applications

MAKERERE UNIVERSITY – FACULTY OF INFORMATION TECHNOLOGY, UGANDA • March 2005 – November 2005 Diploma in Cisco Networking Academy (CCNA)

December 2005 – December 2006

CompTIA A+ Certified

January 2007 – December 2007

Studied toward Bachelor of Information Technology

Until September 2008

Certification in Data Manipulation in C++

SEREBRA LEARNING CORPORATION • March 2006 – June 2006 Uganda Advanced Certificate of Education (UACE)

KITHENDE COLLEGE SCHOOL • January 2001 – December 2002 Uganda Certificate of Education (UCE)

NAKASERO SENIOR SCHOOL • January 1997 – December 2000 SKILLS

Operating Systems: Expert cross-platform administration & troubleshooting (Windows 7–11, macOS, Linux CLI). Proficient in OS deployment/imaging (SCCM/MECM, MDT), patching, and resolving critical issues (BSOD, boot failures, performance degradation). Identity & Access Management: Full Active Directory administration (user/group lifecycle, OU design, GPO creation/troubleshooting). Managed DNS records and DHCP scopes. MDM & Endpoint Securit: Hands-on Microsoft Intune expertise: conditional access, app deployment, BitLocker encryption, and compliance enforcement.

Hardware Diagnostics & Support: Component-level troubleshooting and break/fix for enterprise laptops, desktops, workstations. Configured and supported networked peripherals and IP devices. Network Diagnostics: Advanced LAN/WAN/VLAN troubleshooting using Wireshark, Ping, and Traceroute to resolve latency, packet loss, and connectivity issues. Network Protocols & Services: Strong OSI/TCP/IP knowledge; configured and supported TCP/IP, DNS, DHCP, and VPNs (IPsec, SSL VPN). Cybersecurity & Threat Mitigation: Implemented endpoint protection, centralized patching, firewall/ACL rules, and security training. Performed initial incident triage and response. ITSM & Ticketing: ITIL-aligned expert using ServiceNow, Jira, and Zendesk for incident, problem, request, change, and asset management while meeting SLAs/KPIs. Remote Support: Delivered Tier 1/2 assistance via RDP, TeamViewer, AnyDesk with high FCR and CSAT scores.

Scripting & Automation: PowerShell, Bash, Python skills to automate admin tasks, health checks, provisioning workflows, and reporting. Cloud & SaaS Administration: Managed Microsoft 365 (Exchange Online, Entra ID) and supported hybrid Azure, AWS, GCP environments. Virtualization: Hands-on VMware vSphere and Hyper-V experience: VM provisioning, templates, snapshots, and monitoring. Data Management & Continuity: SQL querying/reporting, backup/restore execution, and active participation in disaster recovery planning and testing. REFERENCES

Mr.Luyima Joseph

Sr.computer engineer • GHEZI SECOND HAND UK COMPUTERS • **********@*****.*** • +256-***-****** Mr.Abigaba Moses

MD • AFRIMEX FOODS UGANDA • ************@*****.*** • +256-***-****** Mr. Lugovu Christopher

Bank of Uganda • *************@*****.**.** • +256**********

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