Gauster Mdaki

• Streamlined IT processes by implementing automation tools and reducing manual effort.
• Optimized system performance by conducting regular audits and resolving identified issues.
• Enhanced data security with the implementation of robust encryption algorithms and firewalls.
• Improved user experience, monitoring feedback and making necessary adjustments to software applications.
• Troubleshot incidents reported by end-users to schedule system changes and identify permanent solutions.
• Researched and adopted new technologies to add value to existing offerings.
• Administered and maintained anti-virus and anti-malware software on end-user computing devices.
• Enhanced and reconstructed computer systems to increase efficiency.
• Monitored employee tasks to gauge business functions and inefficiencies.
• Reviewed technical work of consultants and third-party support providers.
• Investigated system issues and implemented resolutions to reduce downtime.
• Provided backup and assistance for administration of physical and virtual server infrastructure and storage area networks.
• Provided recommendations regarding new hardware and software to keep IT infrastructure up to date.
• Installed system updates to address vulnerabilities and reduce security issues.
• Developed comprehensive disaster recovery strategies that ensured business continuity during unexpected events or system failures.
• Troubleshot critical incidents involving network outages or security breaches, swiftly implementing remediation plans to minimize impact on operations.
• Educated stakeholders on data protection tactics to reduce breaches.

• Ensuring service assurance on what the client has purchased gets provided, advice on capacity matters, service request fulfillment, trends and exceptions.
  
  Enhanced service delivery by developing and implementing efficient processes.
  
  Streamlined operations for improved customer satisfaction and retention rates.
  
  Improved service quality, addressing client concerns promptly and professionally.

• Ensuring raised work orders are resolved within SLA, raise change control for security patches and updates for Oracle, follow up with the DBA on daily system health check.
  
  Liaising with clients to check their satisfaction on work carried out.
  
  Project: Upgrading of HP-UX to Oracle Linux 5 and EBS 12.1 to EBS 12.3.
  
  Duties: Ensuring we adhering to the planned scheduled and deliverables and to follow up on errors encountered during the upgrade process and checking the solution by logging an SR with Oracle and follow steps provided.

• Overseeing support team across H/O, attend to escalations, implementing bit locker and Windows 7 project.
• Monitoring incidents and making sure, they are resolved within the SLA.

• Maintain and managing client's infrastructure on Active directory, DHCP, DNS Mail Server, Windows updates Server, Backups, Antivirus Server
• Projects: Nemisa: Upgrading the infrastructure from Windows 2003 to 2008, Mail Exchange Server from 2003/2007
• Symantec endpoint protection 11.0, Backup Exec 2010
• WSUS 3.0, DFS.

• Ensure scheduled backups run successfully, monitoring of Event logs, preventative Maintenance in all servers.
  
  Distribution of patches using SCOM 2007, Stability of the Mail Server and Active Directory
  
  Managing of Active directory, DNS, DHCP
  
  Project carried: Implementation of Hyper-V, SCCM 2007, SCOM 2007, Exchange 2007, Fore Front, and WSUS 3.0
  
  Reason for leaving: The Company deemed my position redundant, because servers were moved to be hosted environment at MTN for cost saving perpose.

• Ensuring Continuous Service by running checklist and monitoring event logs of all the Client Servers, monitoring of all scheduled backup and all requested restores running on TSM
• Preventative Maintenance on monthly basis
• Including running of latest patches using WSUS and Group policies
• Resolving all logged called within agreed SLA and adhering to the change, incident and problem management policies.

Maintains backups and monitors systems to ensure data integrity. Creates backup reports for clients as needed. Assists in the restoration of files and servers as needed. Troubleshoots errors and remediates backup jobs daily.

• Initiated first line support desk team, trained them to handle service support incidents calls in relation to software and hardware issues
• Distribution of Software using SMS 3.0
• Respond to and resolve support calls remotely or at customer site.
• Remote and on-site administration of servers and workstations.
• Mentoring and guiding support team.
• Handle escalations.
• Maintain and advocate support team.
• Handle escalations.
• Maintain and advocate companies' standards & procedures.
• Advanced hardware installation and troubleshooting (desktop and server).
• Advanced troubleshooting on all IT related equipment.
  

• Installations, troubleshooting of Desktops, applications and printer, email issues of connectivity into the network and server
• Handling of daily desktop related issues, train users on using computer and applications and attend and resolve logged support incidents calls.