Tayebwa Linard
NETWORK ENGINEER
Summary
Detail-oriented IT Service Desk Analyst with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Intern
Soliton Teamed
06.2019 - 08.2019
- Learnt troubleshooting, network monitoring under Network Operations Centre at Soliton Teamed.
- Streamlined troubleshooting processes for quicker resolution of technical issues.
- Optimized system performance by conducting routine maintenance tasks such as software updates and hardware replacements.
- Supported end-users by providing timely and effective solutions to connectivity problems.
- Collaborated with team members to successfully complete network upgrade projects on schedule.
- Assisted in the development of comprehensive network documentation, improving overall system understanding and maintenance capabilities.
- Utilized monitoring tools to proactively identify potential issues before they escalated into larger problems.
Service Desk Engineer
MTN Operations - ZTE
11.2021 - Current
- Conducted research on emerging technologies to recommend upgrades or improvements that would benefit the organization''s overall IT infrastructure.
- Configured equipment such as desktops, laptops, printers, and mobile devices for deployment throughout the organization.
- Provided remote support for users in various locations, ensuring efficient resolution of issues despite geographical challenges.
- Worked closely with management to identify areas for continuous improvement within the service desk operations.
- Actively participated in cross-functional teams to address critical IT-related projects or initiatives that required service desk involvement.
- Enhanced customer satisfaction by resolving service desk tickets in a timely and efficient manner.
- Developed strong relationships with vendors to ensure timely delivery of necessary hardware or software components for clients'' needs.
- Responded promptly to after-hours support requests when necessary, demonstrating commitment to exceptional customer support at all times.
- Supported software rollouts across multiple platforms, ensuring seamless integration for endusers.
- Reduced downtime for users by proactively monitoring systems and addressing potential issues before they arose.
- Assisted in training new employees, fostering teamwork and collaboration within the service desk team.
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and endusers.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Resolved customer complaints in prompt, polite and professional approach.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Intern
Kafeero Foundation
06.2018 - 08.2018
- Interned with a social enterprise operating in Uganda in the department of internet of things and embedded systems
- Led the team in prototyping a smart home which was successfully presented at the global peace summit in Kampala Uganda in August 2018
- Developed ideas and prepared budgets for the different projects
- Data entrant under a partnership with Google.
- Assisted in the design process for promotional materials which contributed to raising brand awareness among target audiences.
- Prepared comprehensive reports summarizing data analysis findings, informing key decision-makers of important trends and patterns.
Education
Bachelor of Science - Computer Engineering
MAKERERE UNIVERSITY
Kampala 04.2001 -
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ST.MARY'S KITENDE
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NAKASERO PRIMARY SCHOOL
Skills
Help Desk Operations
Application installations
Peripheral Repair
Hardware Installation
Desktop Technical Support
Remote Support
Working Experience And Skills
- Conducted research on emerging technologies to recommend upgrades or improvements that would benefit the organization''s overall IT infrastructure.
- Configured equipment such as desktops, laptops, printers, and mobile devices for deployment throughout the organization.
- Provided remote support for users in various locations, ensuring efficient resolution of issues despite geographical challenges.
- Worked closely with management to identify areas for continuous improvement within the service desk operations.
- Actively participated in cross-functional teams to address critical IT-related projects or initiatives that required service desk involvement.
- Enhanced customer satisfaction by resolving service desk tickets in a timely and efficient manner.
- Developed strong relationships with vendors to ensure timely delivery of necessary hardware or software components for clients'' needs.
- Responded promptly to after-hours support requests when necessary, demonstrating commitment to exceptional customer support at all times.
- Supported software rollouts across multiple platforms, ensuring seamless integration for endusers.
- Reduced downtime for users by proactively monitoring systems and addressing potential issues before they arose.
- Assisted in training new employees, fostering teamwork and collaboration within the service desk team.
- Documented resolutions to common problems, streamlining future troubleshooting efforts for both colleagues and endusers.
- Collaborated with team members to diagnose and resolve complex technical issues for clients.
- Resolved customer complaints in prompt, polite and professional approach.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
Research
2019-2020, DEPART OF ELECTRICAL AND COMPUTER ENGINEERING, MAKERERE UNIVERSITY, NETWORK LOG AUTOMATION, Network automation offers speed and agility for deploying changes, but it does the same for retrieving data from network devices as fast as the enterprise demands, or more practically as fast as needed to dynamically troubleshoot a network issue. Under network automation there automation tools used to carry out these, we shall focus on ANSIBLE TOWER for this project. Ansible uses a decentralized, agentless architecture with SSH as the underlying transport protocol. It is typically operated in a push model, though it also supports a pull model. Ansible is built using Python and leverages Python for extensibility. Ansible supports templating using the Jinja templating language. Ansible originally targeted a way to run ad hoc commands on servers, but has since evolved into task orchestration using “playbooks” that perform idempotent tasks on target systems. Playbooks can be written in standard YAML or an Ansible derivation of YAML.
Personal Information
- Date of Birth: 08/28/96
- Gender: MALE
- Nationality: UGANDAN
- Marital Status: SINGLE
References
- VICTOR SSEGAWA, MANAGER NETWORK OPERATIONS, ZTE UGANDA, +256772122198
- JACKLINE MBABAZI, EXECUTIVE DIRECTOR, +256772308702
Timeline
Service Desk Engineer
MTN Operations - ZTE
11.2021 - Current
Intern
Soliton Teamed
06.2019 - 08.2019
Intern
Kafeero Foundation
06.2018 - 08.2018
Bachelor of Science - Computer Engineering
MAKERERE UNIVERSITY
04.2001 -
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ST.MARY'S KITENDE
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NAKASERO PRIMARY SCHOOL
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