Given Matotoka

• Follow Change Management process for all changes to production systems, including documenting all changes made to systems.
• Provide guidance and analysis for resolution of server and application problems.
• Storage provisioning and zoning on HP 3par and Nimble storage systems.
• Creating and Originating SOPs (Standard Operating Procedures) for 1st line, 2nd line and 3rd Line Support stuff, for future implementation.
• Planning, Creating Implementation plans, and implementation of Windows Server and Exchange Server on a new environment.
• Lead Specialist and last point of escalation for 2nd and 3rd line Support.
• Installation, configuration and maintenance of Active Directory on the environment.
• Perform Security Health Check of Windows servers, workstations, and other compliance.
• The setup and maintenance of new infrastructure of Windows 2012, 2016 and 2019 Server Edition, Domain Controller, DNS Servers, DHCP Servers, File Server.
• Designing, configure, and managing Windows Server environments, including deployment, maintenance, and troubleshooting.
• Plan, install, configure, and manage Microsoft Exchange Server deployments, including both onpremises and cloud-based environments.
• Monitoring and troubleshooting mail flow issues to ensure reliable email communication within the organization.
• Implementing and maintaining email security measures, i.e. as anti-spam, anti-malware, and data loss prevention (DLP) policies.
• Setting up and managing Exchange Server high availability solutions like Database Availability Groups (DAGs) for failover and redundancy.
• Design and maintain data backup strategies and disaster recovery plans to ensure business continuity.
• Diagnosing and resolving server-related issues, both proactively and reactively.
• Maintaining detailed documentation (SOP) of server configurations, changes, and troubleshooting procedures.
• Developing and utilizing automation scripts (PowerShell, etc.) to streamline repetitive tasks and improve efficiency.
• Providing guidance, knowledge transfer, and mentorship to junior IT staff, sharing knowledge and best practices.
• Ensuring server infrastructure complies with industry standards and regulatory requirements, preparing for audits when necessary.
• Setting up and configuring backup software and tools to perform regular data backups for servers, databases, and critical systems.
• Operational plan, processes, policies and standards.
• Manage the resolution of hardware and software service requests, incidents and problem resolutions within the LAN Infrastructure.

• OS install and/or upgrade from Windows Server 2012 to Windows Server 2016. This included Domain and Forest functional level update.
• Installation, configuration and administration of Office 365. This included migrating users from On-prem Exchange to Office 365.
• Daily maintenance checks on servers.
• Provide guidance and analysis for resolution of server and application problems.
• Storage provisioning and zoning on HP 3par and Nimble storage systems.
• Managing virtualized environments (e.g., VMware, Hyper-V, Citrix) and ensure optimal utilization of virtual resources
• Creating and Originating SOPs (Standard Operating Procedures) for 1st line, 2nd line and 3rd Line Support stuff, for future implementation.
• Planning, Creating Implementation plans, and implementation of Windows Server and Exchange Server on a new environment.
• Lead consultant and last point of escalation for 2nd and 3rd line Support.
• Installation, configuration and maintenance of Active Directory on the environment.
• Perform Security Health Check of Windows servers, workstations, and other compliance.
• Support to raising & implementing including the Patch management CRs in the Wintel infrastructure.
• The setup and maintenance of new infrastructure of Windows 2012, Windows 2016 Server Edition, Domain Controller, DNS Servers, DHCP Servers, File Server.
• Maintained accurate asset inventory records for servers, networking equipment, licenses tracking purposes.
• Document the Incident Report in Incident Management Tools (RCA).
• Management of Performance Monitoring Alerts.
• Designed and implemented virtualization strategies, maximizing hardware utilization while reducing costs associated with physical infrastructure expansion.

• First time call resolution, ensure accurate call resolution, ensure customer satisfaction, ensure successful escalation
• Respond to questions from all emails and callers, learn fundamental operations of commonly used software, hardware and other equipment
• Follow standard Service Desk operating procedures, accurately log all Service Desk tickets using the defined tracking software
• Remote user administration, handling IT incidents and requests received via telephone, email or service desk application.
• Troubleshooting and resolving hardware and software issues remotely to help end-users
• Assisting end-users to set up accounts and install applications
• Ensuring security and upgrades are applied to desktops and laptops and kept up to date

• Installing and configuring computer hardware, software, systems, networks, printers, and scanners.
• Monitoring and maintaining computer systems and networks to ensure smooth operation and to identify and address problems promptly.
• Troubleshooting system and network problems, diagnosing and solving hardware or software faults.
• Providing technical support to end-users either face-to-face, over the phone or via email.
• Setting up new user accounts and profiles and handling password issues.
• Conducting regular system backups and data recovery in case of system failures.
• Managing and keeping track of IT inventory and equipment.
• Keeping up-to-date with emerging technologies and industry trends and updating computer systems, software, and hardware accordingly.

● Troubleshoot and maintain printer provisions for staff and students.

● Provide on-site warranty evaluation and repairs on institution owned equipment.

● Perform system maintenance and updates as appropriate.

● Provide staff with technology support, which includes troubleshooting operating systems, applications, and network issues, answering questions regarding application use, and the installation of software.

● Image/reimagine campus computers and install updates and software.

● Advise staff and students on best practices, institutional policies, and process improvement.

● Develop and nurture relationships with staff to encourage technology use.

● Setup of technology and configuration for the institution, academic and community events.

● Perform system maintenance and updates as appropriate.

• Set up PCs, projectors, and microphones for use in video conferencing rooms
• Maintained office PCs, networks and mobile devices
• Monitored systems in operation and quickly troubleshot errors
• Performed troubleshooting and repaired peripheral devices such as printers, scanners.
• Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
• Established, repaired and optimized networks by installing wiring, cabling and devices
• Performed troubleshooting and repaired peripheral devices such as printers, scanners.
• Delivered end-user training on various IT tools and platforms, promoting self-sufficiency among staff members