Alexander Chanda Mubanga

• Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.
• Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
• Ensured data security through rigorous backup procedures, maintaining an up-to-date disaster recovery plan.
• Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.

• Installing, configuring and maintaining software and hardware components of computer and network systems

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Updated software to safeguard against security flaws.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
• Delivered onsite technical support for [Number] employees.
• Monitored systems in operation and quickly troubleshot errors.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.

• Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.
• Boosted end-user productivity through effective remote assistance using various tools such as TeamViewer, Remote Desktop, and VPN connections.
• Supported organizational growth by onboarding new employees with appropriate IT resources, training materials, and system access permissions.
• Ensured data security with regular system maintenance tasks including patching, updates, backups, and antivirus scans.
• Assisted in the successful migration of company email system to Office 365 while minimizing disruption to daily operations.
• Contributed to business continuity planning efforts by developing comprehensive disaster recovery strategies.
• Optimized network performance by monitoring usage trends, identifying bottlenecks, and recommending improvements where necessary.
• Coordinated with vendors for hardware/software upgrades or replacements when needed for optimal system functionality.
• Provided after-hours support to ensure continuous IT service availability during critical business periods or outages.
• Reduced downtime for users by promptly troubleshooting and diagnosing software and hardware problems.
• Streamlined helpdesk processes by creating detailed documentation and updating knowledge base articles.
• Improved team performance by collaborating with coworkers to share knowledge and develop best practices for issue resolution.
• Installed and configured operating systems and applications.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Monitored system performance to identify potential issues.