MICHAEL CEASER BUKENYA
KAMPALA
Summary
Experienced IT Administrator committed to maintaining cutting edge technical skills and up-to-date industry knowledge. Highly-effective and skillful in managing technical relationships with customers and liaising internally to identify and communicate solutions to meet customer, business and project needs. Offering over 7 years of customer support knowledge-base experience. Skillful in generating support tickets using remote support tools. Documented proficiency in ITIL administration and troubleshooting and system information analysis.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT ON-SITE SERVICE ENGINEER
Vivo Energy Uganda Limited - Shell License
06.2020 - Current
- Perform the full range of maintenance on assigned products; including technical diagnostics, software loads,repair, on-site troubleshooting, installation, removal, preventative maintenance activities, and customer call assistance.
- Communicate with customers the status of their current service call using 360 ticketing system.
- Ensure that the output quality meets customer requirements by monitoring device performance and making adjustments as required.
- Check operation of equipment, clean, adjust as required to ensure optimal print quality
- Migration of users' office accounts from Microsoft Office16 to O365
- Support download & installation of printer drivers for end-users of network connected products.
- Serves as the primary customer contact for providing all maintenance, production and supply inventory for all assigned equipment.
- Maintain a structured LAN network cabling as per the IT company Cabling Policy
- Conduct site inventory audits on a regular/weekly basis.
- Proactively manage consumable and supplies replacement as required.
IT On-site Service Apprentice
Vivo Energy Uganda
09.2017 - 06.2020
- Responsible for diagnosing and resolving incidents and requests from users in a timely manner.
- Install, configure and troubleshoot hardware; including laptops, printers, peripherals, network equipment.
- Install, configure and troubleshoot software packages; including operating systems, software and custom applications.
- Install, configure and troubleshoot telecommunication solutions; including Audio/Visual equipment, conference room equipment.
- Provide first and second level support for networking and application issues; escalate complex problems to the appropriate groups or personal.
- Record, track and maintain local IT asset inventory in the asset management Service Now database.
- Provide training to users related to desktop products.
IT Assistant
Ministry Of Education & Sports
06.2014 - 07.2014
- Responsible for day to day management of Client machines
• Hardware maintenance
• Software/hardware QA testing
• Servicing new and old computers
• Creating AD User Accounts for new staff in the ministry
• Granting and restricting access to certain information needed by the different people.
• Installation of programs i.e. installing operating system specifically windows 8 and 10 and other basic programs
• Enhanced proper data storage and easy accessibility of records through appropriate filing system
• Assembling and dis-assembling the system units for clear understanding of computer systems.
• Cisco Routers Configuration, Support
• Internal technical support for other employees
• Polycom VOIP Handsets
Education
Bachelor of Science - Business Computing
Makerere University
Kampala, UGANDA01.2017
Skills
- Over 7 years experience operating and maintaining PC hardware and software
- Self motivated, goal oriented and highly skilled in analyzing & troubleshooting problems then proposing effective solutions
- Excellent End-user support experience
- Excellent ITIL methodologies
- Call-logging systems
- Knowledge on management tools
- Hardware and software knowledge (HP DL380 G9, Cisco Networking, Windows Server)
- Excellent communication skills (oral and written)
- Customer-focused approach
- Time management and multitasking abilities
- Team collaboration and virtual team working experience
Certification
- Cisco Certified Network Associate (CCNA)
- ITIL Version 4
- Comptia SEC+ (Ongoing)
- Microsoft 365 Fundamentals (Ongoing)
Additional Information
- Certified Defensive Driver
Timeline
IT ON-SITE SERVICE ENGINEER
Vivo Energy Uganda Limited - Shell License
06.2020 - Current
IT On-site Service Apprentice
Vivo Energy Uganda
09.2017 - 06.2020
IT Assistant
Ministry Of Education & Sports
06.2014 - 07.2014
Bachelor of Science - Business Computing
Makerere University
- Cisco Certified Network Associate (CCNA)
- ITIL Version 4
- Comptia SEC+ (Ongoing)
- Microsoft 365 Fundamentals (Ongoing)
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