Dadson Waruru

IT Support Specialist

Inchcape Shipping Services. - Mombasa (k)

November 2012 to Actually working here

Systems Support & Service Delivery
Primary roles include and not limited to:
o Manage Incident tickets and all reported calls in a timely manner, and within SLA targets and ensure they are handled with minimal downtime to ensure smooth business operations.
o Record and update record all incidents at first point of contact ? not after the event. Ensure a follow-up email to the user concerned containing the incident number and call description. Accuracy in logging the correct time allocated to the call is mandatory.
o Support all infrastructure aspects of the ISS Warehouse Management System (built on Microsoft Dynamics AX and SQL platforms, which includes managing users, configuring and roll-out of Hand-Held Barcode Scanners
o Install, configure and maintain Symantec End point (SEP) (both server and client) and ensure all systems are up to date with the latest updates
o Troubleshooting and configuring the ISS Mogadishu network, monitoring network systems which include routers, switches, VSAT modems, VPN connectivity, VLAN assignments, Data Center Connectivity, CISCO Wireless Access LAN Controller Management and Wide Area Virtualization Engine (WAVE)

IT Consultant

Radio Africa Group

December 2011 to June 2012

Consultant: Radio Africa Group Ltd.
Duties:
o Migration and configuration of Radio Africa group systems from the current Microsoft Windows
Platform to UBUNTU Linux OS platform (Both Client and Server).
o Setup Linux compatible VOIP telephony system (BRIA) and other software for system users & join them to Active directory Service through SAMBA.
o Test and monitor systems to ensure smooth migration of platforms and user support.

ICT Assistant

United Nations World Food Program WFP

August 2008 to December 2010

O Provide Helpdesk Management and Technical support to LAN users focusing on achieving the following results:
o Logging of support calls from End Users on the ISSMS (Integrated Support and Services Management System),a services support system developed for WFP Somalia Country Office, and assigning the task of resolving the issues to ICT support staff.
o Monitoring of call logs to determine how regularly occurring issues can be resolved through system changes or training of end users and recommending the same to the ICT Management for Implementation.
o Ensuring timely resolution of client queries and escalating those that cannot be resolved through the first level support.

o Generating of monthly reports from the ISSMS system (problems reported, corrective measures taken and escalated cases) and proposing ways of improving IT support to end users.
o Travel to Field locations and provide first level support to sub offices inside Somalia which includes commissioning and decommissioning VSAT installations, Telecoms, Windows server installations and user training.
o Setup and Programming of VHF and HF Radios for users and WFP Armored and Personnel vehicles in the Country and Field offices.
o Assisting in training and support of users of technology and systems, such as audio/videoconferences, meetings and networks.
o Assist in configuration, population and maintaining of Active Directories on the Windows 2003 server, DHCP, Proxy, Configuration of Domain controllers, setup and configuration of Kaspersky Antivirus software (both Client and Server Admin Kit).
o Assist in configuration maintenance and troubleshooting of IBM Lotus Email program, which is the standard email program for the United Nations, configuration of Lotus Domino (Server Side of Lotus notes).
o Assist in the maintenance of systems and equipment by carrying out routine tasks such as backing up data, monitoring network and systems, VPNs, servers and peripherals, running systems diagnostics and system optimization, removing viruses and bad data.
o Assist in the deployment/dissemination of WFP standard material, such as computer hardware and/or software, applications & programs.

Information Technology & Informatics

Currently studying

ITIL V3

Currently studying

Career Goals

Industries of interest

Areas of interest

Availability to travel and work outside the city

No

Interests and hobbies