Herman Ssimbwa
Summary
Dynamic, hands-on Systems, Database, & Server Administrator with 10+ years’ success in project management, systems administration, presales, engineering, and technical support. Demonstrate outstanding results in technical design, planning, and implementation of high performing, critical enterprise systems. Engage the team in database planning, installation, and configuration along with disaster recovery planning, backup, and recovery operations. Effectively manage business process restructuring, implementing new technology solutions, and providing technical expertise to the team. Frequently and transparently communicate the status of new projects and initiatives with the relevant stakeholders and clients. Deliver training, mentorship, and leadership to junior team members and project teams. Leverage excellent conflict resolution, analytical, and decision-making skills to successfully complete daily requirements and special projects.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Technical Support Consultant
Harelmallac TEchnologies
Kigali
07.2017 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Monitored systems in operation and quickly troubleshot errors.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware and granted system permissions to new employees.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Identified potential sales and cross-selling opportunities and informed supervisor.
Systems Engineer
CWG Uganda
Kampala
04.2014 - 06.2017
- Proposed technical feasibility solutions for new system designs and suggested options for performance improvement of technical components.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
- Documented system configuration, mapping and processes.
- Delivered helpdesk service and support to customers.
- Maintained stability, integrity and efficient operation of information systems supporting organizational functions.
- Collaborated with executive team to define business requirements and systems goals.
- Streamlined troubleshooting processes to improve system support and enhance communication between support team and end-users.
- Suggested system updates or changes after conduct in-depth technical reviews.
- Tested and analyzed equipment design and performance feasibility to determine potential ROI.
Enterprise Support Engineer
Technology Associates Ltd
Kampala
01.2006 - 03.2014
- Configured hardware, devices and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
- Helped streamline repair processes and update procedures for support action consistency.
- Increased sales by educating prospects on benefits of products and services in comparison to competitors.
- Upsold products and services to increase company revenue 16% beyond targets.
Education
Bachelor of Science - Information Technology
Uganda Martyrs University
Uganda 08.2013 - 03.2017
Skills
Data recovery
undefinedTimeline
Technical Support Consultant
Harelmallac TEchnologies
07.2017 - Current
Systems Engineer
CWG Uganda
04.2014 - 06.2017
Bachelor of Science - Information Technology
Uganda Martyrs University
08.2013 - 03.2017
Enterprise Support Engineer
Technology Associates Ltd
01.2006 - 03.2014
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