Senior IT Technician - Infrastructure, Security & Support Lead

NTAMBAZI GEORGE

TAZ ERMAC

IT SUPPORT ENGINEER

***** *******, ******, **** ******

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LinkedIn: https://www.linkedin.com/in/taz-ermac-043058231/ X: https://x.com/Ermac OBJECTIVE

Accomplished IT Support Engineer and Computer Technician with 15+ years of enterprise IT experience supporting large user environments and mission-critical systems. Expert in Windows administration, network infrastructure, Microsoft 365, VPN connectivity, and endpoint lifecycle management, with a proven record of resolving complex technical issues quickly and minimizing operational downtime. Skilled in hardware diagnostics, OS deployment, VoIP and collaboration technologies, and secure remote access solutions. Recognized for delivering high-availability IT services, optimizing network performance, and improving end-user productivity at scale. Known for combining deep technical troubleshooting with a strong service mindset to ensure reliable, secure, and efficient IT operations. SKILLS & ABILITIES

CATEGORY EXPERTISE & EXPERIENCE

Operating Systems

Installed, upgraded, and troubleshot Windows 7–11, macOS, and Linux in production, resolving BSODs, boot failures, driver conflicts, and severe performance issues. Deployed enterprise images via MECM and MDT. Identity & Access

Management

Managed Active Directory: user lifecycle, GPOs, OU design, DNS/DHCP configuration, ensuring stable authentication and IP management.

MDM & Endpoint

Security

Configured Intune and Conditional Access, deployed apps, enforced BitLocker, and maintained endpoint compliance across corporate devices.

Hardware Diagnostics &

Support

Performed component-level diagnostics and repairs on laptops, desktops, and workstations; replaced RAM, SSDs, motherboards, and power units; installed IP printers, VoIP phones, and scanners. Network Diagnostics

Troubleshot LAN/WAN/VLAN connectivity using Wireshark, Ping, and Traceroute; resolved latency, packet loss, routing, and intermittent network failures.

Network Protocols &

Services

Strong OSI/TCP/IP knowledge; configured and supported TCP/IP, DNS, DHCP, and VPNs (IPsec, SSL VPN). Cybersecurity & Threat

Mitigation

Administered TCP/IP services (DNS, DHCP, VPNs) with OSI/TCP-IP expertise; implemented endpoint protection, patching, firewalls, and ACLs; triaged security incidents. ITSM & Ticketing

Operated ITIL service workflows in ServiceNow, Jira, and Zendesk; met SLA/KPI targets while handling incidents, problems, and change requests.

Remote Support Delivered Tier 1/2 support via TeamViewer and AnyDesk; achieved high First Call Resolution and end-user satisfaction. Scripting & Automation Automated administration using PowerShell, Bash, and Python for health checks, bulk provisioning, and reporting. Cloud & SaaS

Administration

Managed Microsoft 365, Azure, AWS, and GCP environments; supported identity sync and hybrid services. Virtualization

Provisioned and maintained VMware vSphere and Hyper-V virtual infrastructure; managed VM templates, resources, snapshots, and performance monitoring.

Data Management &

Continuity

Executed SQL queries, backups/restores, and disaster recovery testing to ensure business continuity. EXPERIENCE

MASALIA SMC LIMITED, Kampala, Uganda

IT Support Engineer January 2019 – January 2025

Delivered Tier 2/3 technical support within enterprise IT environments, diagnosing and resolving complex hardware, software, and infrastructure incidents escalated from service desk teams using root cause analysis (RCA) and ITIL practices.

Managed incident and request workflows using IT Service Management (ITSM) platforms such as ServiceNow and Jira, ensuring SLA compliance through effective ticket prioritization, incident lifecycle management, and resolution tracking.

Administered Windows Server and Linux environments, performing system configuration, patch management, server hardening, and ongoing maintenance for enterprise infrastructure systems.

Managed Active Directory and Azure Active Directory (Azure AD), handling user provisioning, group policy management

(GPO), authentication, and role-based access control (RBAC) within identity and access management (IAM) frameworks.

Troubleshot network infrastructure issues including LAN/WAN, VPN, DNS, and DHCP using network diagnostics tools and TCP/IP troubleshooting methodologies to restore connectivity and service availability.

Supported cloud and hybrid environments (Microsoft Azure, AWS), managing virtual machines (VMs), storage services, and foundational cloud infrastructure configurations.

Implemented and maintained security controls including Multi-Factor Authentication (MFA), endpoint protection

(EDR/antivirus), and access control policies to enhance cybersecurity posture and compliance.

Monitored system performance and infrastructure health using monitoring tools and SIEM platforms, proactively identifying bottlenecks, anomalies, and security events for timely remediation.

Performed software deployment and patch management using endpoint management tools such as SCCM and Microsoft Intune, ensuring systems remained compliant, updated, and secure.

Supported backup and disaster recovery (DR) operations, ensuring data integrity, business continuity, and successful restoration through backup validation and failover processes.

Provided end-user support and technical guidance via help desk and remote support tools (RDP, remote access platforms), improving user experience and service delivery.

Created and maintained technical documentation including SOPs, runbooks, and knowledge base articles to support IT operations, knowledge management, and audit readiness.

Automated routine administrative and support tasks using scripting and automation tools such as PowerShell, improving operational efficiency and reducing manual workload.

Collaborated with cross-functional teams including network engineering, cybersecurity, and infrastructure teams to resolve complex incidents and implement permanent fixes through coordinated escalation processes.

Participated in change and release management processes aligned with ITIL frameworks, executing system upgrades, deployments, and configuration changes while minimizing downtime and operational GHEZI SECOND HAND UK COMPUTERS, Namirembe Road, Kampala, Uganda Computer Technician 2013 – 2024

Installed, configured, and maintained desktop and laptop systems across Windows, Linux, and macOS environments, applying system administration, device management, and endpoint configuration best practices to ensure optimal performance.

Assembled and repaired computer hardware, replacing and upgrading components such as RAM, SSD/HDD storage, motherboards, GPUs, and power supplies while ensuring hardware compatibility and system optimization.

Diagnosed and resolved hardware and software issues using system diagnostics tools (BIOS/UEFI, Event Viewer, performance monitors) and structured troubleshooting methodologies (root cause analysis, fault isolation).

Performed operating system installations, upgrades, and migrations, including driver management, patch management, and system imaging for standardized deployments.

Installed, configured, and troubleshot business and productivity applications (Microsoft Office, enterprise tools), resolving compatibility, licensing, and performance issues across endpoints.

Configured and supported local area networks (LAN) and Wi-Fi connectivity, including TCP/IP configuration, SSID setup, and basic network troubleshooting for end users.

Troubleshot connectivity issues including IP conflicts, DNS/DHCP misconfigurations, and router/modem issues using network diagnostics tools (ping, tracert, ipconfig).

Detected and removed viruses, malware, and spyware using antivirus/endpoint protection tools, while implementing endpoint security and system hardening practices.

Performed data backup and recovery operations using backup solutions and recovery tools, ensuring data integrity and restoration from failed or corrupted storage devices.

Installed and configured peripherals such as printers, scanners, and external storage devices, managing drivers, USB connectivity, and network printing configurations.

Provided end-user technical support (help desk support), assisting clients with hardware, software, and system-related issues both on-site and via remote support tools.

Optimized system performance by performing disk cleanup, managing startup processes, monitoring system resources, and applying OS updates and patches.

Maintained system security by applying security patches, updates, antivirus definitions, and basic hardening techniques to mitigate vulnerabilities.

Documented system configurations, repair actions, and troubleshooting procedures using IT documentation practices to ensure consistency, audit readiness, and knowledge transfer.

Conducted routine preventive maintenance and system health checks using diagnostic and monitoring tools to minimize downtime and ensure reliable system operations.

FREELANCE IT SUPPORT & COMPUTER TECHNICIAN 2015 – 2026 Independent Consulting Practice 2015 – 2026

Delivered remote and on-site end-user technical support using ITIL-based service management and ticketing systems, diagnosing and resolving hardware, software, and connectivity issues across desktops, laptops, and peripherals.

Installed, configured, and upgraded computer systems, including operating systems (Windows, Linux, macOS), Active Directory environments, and business-critical applications across enterprise and SMB infrastructures.

Assembled, repaired, and maintained computer hardware, replacing components such as RAM, SSD/HDD storage, motherboards, GPUs, and power supplies while ensuring system compatibility and performance optimization.

Designed and configured small office/home office (SOHO) networks, including routers, switches, Wi-Fi access points, NAT, DHCP, and VPN connectivity for secure remote access.

Troubleshot network issues such as LAN/WAN connectivity failures, DNS/DHCP misconfigurations, TCP/IP issues, and IP conflicts using network diagnostics and packet analysis tools.

Optimized system performance by removing malware/spyware, managing startup processes, applying system tuning techniques, and leveraging performance monitoring tools.

Implemented data backup and disaster recovery solutions (local/cloud backups), ensuring data integrity, business continuity, and reliable restoration of critical systems and files.

Installed and maintained cybersecurity tools such as antivirus, endpoint protection (EDR), and security patches, while performing system hardening and vulnerability mitigation.

Advised clients on IT infrastructure improvements, including hardware lifecycle management, virtualization, cloud readiness, and cost-effective technology adoption strategies.

Provided system deployment services including OS imaging, automated provisioning, device configuration, user profile setup, and secure data migration.

Configured and supported printers, scanners, and other peripherals within networked environments, including driver management, SMB sharing, and print server troubleshooting.

Delivered remote technical support using remote desktop tools (RDP, TeamViewer, AnyDesk) to resolve issues efficiently across distributed client environments.

Maintained detailed service documentation using ITSM practices, including incident logs, root cause notes, resolution steps, and client-facing reports for audit and continuity.

Managed multiple client engagements independently, prioritizing support requests, coordinating schedules, and delivering SLA- driven IT support services.

Performed preventive maintenance and routine system health checks using monitoring tools and diagnostics, proactively identifying risks and minimizing downtime across client systems. SURECAFE INTERNET CAFÉ, Old Park, Kampala, Uganda

Network Administrator 2008 – 2012

Configured, deployed, and maintained LAN/WAN infrastructure (Cisco networking, routing & switching, TCP/IP, VLANs) including routers, switches, firewalls, and access points to ensure stable network operations.

Monitored network performance and availability using network monitoring tools (SNMP, NMS, Wireshark), proactively identifying and resolving latency, bandwidth, and connectivity issues.

Diagnosed and troubleshot network incidents including IP conflicts, DNS/DHCP failures, and routing issues using network diagnostics and packet analysis techniques.

Administered and maintained network security controls such as firewalls (NGFW), antivirus/endpoint protection, and intrusion prevention systems (IPS/IDS) to safeguard enterprise environments.

Managed user accounts, permissions, and group policies through directory services such as Active Directory (AD), enforcing RBAC and identity management policies.

Provided Tier 1 and Tier 2 technical support within ITSM frameworks (ticketing systems, SLA management, ITIL practices), resolving network-related issues and escalating complex cases when required.

Performed routine maintenance, firmware upgrades, and patch management to ensure systems remained secure, compliant, and up to date across network devices and infrastructure.

Implemented and supported VPN solutions (IPSec, SSL VPN) to enable secure remote access for users and systems across distributed environments.

Created and maintained network documentation, including network diagrams, topology maps, configuration baselines, and standard operating procedures (SOPs).

Conducted regular backups of network configurations and supported disaster recovery (DR) planning, business continuity, and failover testing.

Coordinated with internet service providers (ISP), telecom vendors, and third-party providers to resolve WAN connectivity, circuit outages, and service disruptions.

Ensured adherence to organizational IT policies, cybersecurity standards, governance frameworks, and compliance requirements.

Supported network expansion and infrastructure upgrades, including hardware lifecycle management, capacity planning, and enterprise scalability initiatives.

Assisted in auditing network environments using vulnerability assessments and performance reviews to identify risks and improve reliability and security posture.

Maintained system uptime and service continuity through proactive monitoring, incident response, root cause analysis (RCA), and preventive maintenance practices.

EDUCATION

MAKERERE UNIVERSITY – FACULTY OF INFORMATION TECHNOLOGY, UGANDA Computer Applications March 2005 – November 2005 Diploma in Cisco Networking Academy (CCNA) December 2005 – December 2007 CompTIA A+ Certified January 2008 – December 2009 Studied toward Bachelor of Information Technology Until September 2008 SEREBRA LEARNING CORPORATION

Certification in Data Manipulation in C++ March 2006 – June 2006 KITHENDE COLLEGE SCHOOL

Uganda Advanced Certificate of Education (UACE) January 2001 – December 2002 NAKASERO SENIOR SCHOOL

Uganda Certificate of Education (UCE) January 1997 – December 2000 REFERENCES

Mr.Luyima Joseph

GHEZI SECOND HAND UK COMPUTERS

Sr.computer engineer

Tell:+256-***-******

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P.O.BOX 818 Kampala Uganda

Mr.Abigaba Moses

MD AFRIMEX FOODS UGANDA

Namasuba PWD Zone

P.O. BOX 30439 Kampala Uganda

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Mob:+256-***-******

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