HESKIEL A. EDWARD

• Implemented effective provisioning, installation/configuration, including Fortigate Firewall and wireless access points
• Conducted regular audits of systems and software to ensure compliance with established standards.
• Implemented security measures to safeguard against unauthorized access
• Administered firewall rules and revamped network cabling structure for the school
• Played a key role in fostering innovation within the school's infrastructure
• Collaborated with a cross-functional team to explore and implement new technologies that served the school's technology
• Ensured induction process aligned with the school's ICT Policy and Digital Citizenship approach
• Provided exceptional support, resolving issues promptly
• Implemented streamlined system for issue tracking and resolution
• Operated within the defined annual budget for the IT department
• Implemented cost-saving measures and optimized resource allocation
• Acted as primary administrator for Google Suite
• Managed user accounts, permissions, and provided training/support
• Designed user-friendly platform for quick issue resolution access
• Improved knowledge sharing and self-service capabilities
• Served as the central point of contact for diagnosing and resolving technical issues
• Implemented systematic approach to issue resolution
• Ensured seamless functioning of routers, switches, and network appliances
• Upgraded operating systems on workstations to enhance performance.
• Maintained hardware inventory, ensuring adequate resources availability.
• Optimised bandwidth usage by implementing traffic management policies.
• Streamlined communication between departments, improving workflow efficiency.
• Accomplished lower downtime through proactive troubleshooting and repair of servers.
• Increased system security with routine software updates.
• Improved end-user experience via regular system maintenance and upgrades.
• Monitored system performance, identifying potential problems.
• Facilitated faster problem resolution with comprehensive documentation of common system issues.
• Resolved technical issues for seamless business operations.
• Ensured network efficiency by maintaining and updating system architecture.
• Upgraded server software to reduce vulnerability to cyber threats.
• Implemented disaster recovery solutions, minimising loss of vital company information during crises.

• Managed and maintained a complex 100+ mixed server environment with high uptime (99.9%)
• Ensured proper configuration, installation, and management of server systems using Windows Server and Linux
• Utilized VMware for virtualization to optimize server performance and resource allocation
• Evaluated, monitored, and enhanced IT infrastructure focusing on availability, reliability, scalability, security, and integrity
• Implemented re-engineering initiatives including automation, performance optimization, and security protocol maintenance
• Managed backup and recovery solutions using Veeam to ensure data integrity and resilience
• Led Office 365 rollout project ensuring smooth analysis, planning, implementation, and quality assurance
• Oversaw migration processes aligning with organizational standards and business plans
• Implemented business continuity measures and comprehensive business/video conference systems
• Managed solutions for patch remediation using SCCM (System Center Configuration Manager)
• Provided recommendations and action plans for security standards and regulatory compliance
• Conducted assessments, identified vulnerabilities, and implemented appropriate security measures
• Facilitated skill transfer sessions and developed comprehensive training materials
• Provided training on network operations, log-in procedures, network management software, permissions, printing issues, security, and software usage
• Resulted in improved self-sufficiency, reduced support requests, and increased overall efficiency within the organization.
• Liaised with other IT professionals during major system overhauls.
• Implemented effective ICT solutions, improving operational efficiency.
• Maintained secure data environment for protection of confidential information.
• Managed server infrastructure for uninterrupted business operations.

• Worked closely with customers, internal staff and other stakeholders to determine planning, implementation and integration of system-oriented projects.
• Conducted assessments, developed migration plans, and implemented seamless transitions
• Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.
• Commissioned projects from setting up of the domain and IT infrastructures
• Maintained comprehensive knowledge of industry standards, ensuring compliance at all times.
• Designed and implemented robust backup and disaster recovery solutions
• Optimized clients' network infrastructure for performance, reliability, and security
• Led projects to virtualize and consolidate clients' server infrastructure
• Conducted comprehensive IT security audits, identified vulnerabilities, and developed remediation plans
• Successfully migrated clients' applications and data to cloud platforms
• Enabled clients to leverage scalability, flexibility, and cost savings of cloud computing
• Implemented ticketing systems, knowledge bases, and automation tools
• Developed technical documentation to support team understanding and training.
• Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
• Managed deployment and configuration of software applications for clients
• Developed and delivered IT training programs for clients' employees
• Empowered employees to leverage technology effectively, increasing productivity and user satisfaction.

• Provided IT support countrywide, ensuring smooth functioning of IT systems across multiple locations
• Addressed user tickets promptly and efficiently, resolving hardware, software, and networking issues to minimize downtime
• Ensured excellent customer service by promptly responding to user queries and providing effective solutions
• Implemented a streamlined process for handling user tickets, ensuring efficient resolution of issues
• Provided guidance in installing applications and peripherals, conducted remote troubleshooting for minimal disruption
• Customized desktop applications to meet user needs, enhancing usability and productivity
• Maintained comprehensive logs of technical issues and solutions, created a repository for future troubleshooting
• Implemented an efficient escalation process for unresolved issues, ensuring prompt attention from appropriate support personnel
• Conducted post-resolution checks to verify satisfactory resolution of reported issues
• Demonstrated commitment to customer satisfaction, analyzed feedback for improvement opportunities.
• Customised desktop applications to meet user needs.
• Liaised with third-party suppliers for hardware repairs, saving company resources.
• Maintained up-to-date knowledge of emerging technologies for continuous learning.

Hands-on training on:
• Design, support, evaluate and maintain the telecommunications network and systems installed by the organization
• Communicate with the users and perform an analysis to evaluate the technical needs of the organization
• Ensure that the network infrastructure is well managed and maintained and that it functions without interruptions
• Identify, troubleshoot, solve and document network connectivity and performance issues.
• Monitor network performance and optimize the network for optimal speed and availability.
• Install, configure and maintain network hardware, for example, Cisco routers and switches.
• End-user desktop support, and the maintenance of servers and other networked devices.