Open to opportunities

Ernest Mwangombe

@ernestmwangombe

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Results-oriented IT professional with 10+ years of experience.

Kenya

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What I'm looking for

I am looking for a role that fosters collaboration, innovation, and growth opportunities.

I am an IT professional with over a decade of experience in providing comprehensive technical support in fast-paced environments. My expertise lies in troubleshooting hardware, software, and network issues, ensuring optimal system performance and user satisfaction. I have a proven track record of developing and delivering training sessions that have significantly increased user proficiency and adoption rates.

Throughout my career, I have worked with various organizations, including Elike Trade Mart and Darnov Technology, where I provided remote technical support and performed proactive network maintenance. My hands-on experience with Google Workspace administration and network security best practices has equipped me with the skills necessary to contribute effectively to a dynamic team. I am passionate about process improvement and have successfully led projects that resulted in cost reductions and enhanced operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

ICT Consultant

Current

Elike Trade Mart

May 2018 - Present (7 years)

Provided remote technical support to end-users, resolving hardware, software, and network issues. Developed and delivered remote training sessions, resulting in increased user proficiency. Served as the primary IT point of contact for virtual events, ensuring seamless execution.

Technical Support Google Workspace Troubleshooting User Training Project Management Zoom Slack IT Security

ICT Network Technician

Darnov Technology

Aug 2020 - Dec 2023 (3 years 4 months)

Performed proactive network maintenance, installed and maintained network hardware, and provided end-user support for network connectivity issues. Ensured optimal network performance and implemented security protocols.

Maintenance Troubleshooting Network Security Performance Monitoring Routers Firewalls Linux

ICT System Administrator

Hess Corporation (Collabera)

Feb 2017 - Dec 2017 (10 months)

Led an Active Directory cleanup project, provided technical support to over 15,000 users, and managed user accounts on Office 365 and Exchange Server. Championed software adoption and performed QA testing.

Active Directory Office 365 Technical Support QA Testing Process Improvement Windows Azure AD

ATM Repair Technician

NCR Corporation (Shoening Technology)

Feb 2016 - Jan 2017 (11 months)

Installed and maintained ATM hardware and software, performed proactive maintenance, and provided on-site technical support. Participated in nationwide deployment projects, demonstrating experience with large-scale IT projects.

Troubleshooting Technical Support Deployment Fast Paced Environment User Support

ICT Help Desk Administrator

JP Morgan (Collabera)

Feb 2013 - Jun 2016 (3 years 4 months)

Improved ticket resolution SLA significantly, provided technical support to global users, managed client virtual sessions, and ensured software compatibility. Administered user access tokens and supported VoIP systems.

Help Desk Support Ticket Resolution VoIP Technical Support Process Improvement Windows

Education

Degrees, certifications, and relevant coursework

Lone Star College System

Associate of Applied Science, Computer Network

2010 - 2012

Grade: GPA 3.53

Activities and societies: Gained practical experience in system monitoring, verifying hardware, network, and server resource integrity and availability, reviewing system and application logs, verifying job completion (including system backups), analyzing network and server resource consumption, and controlling user access.

I graduated with an Associate of Applied Science in Computer Network from Lone Star College, developing expertise in network and system administration. The curriculum covered the installation, configuration, and maintenance of LANs, WANs, data communication networks, operating systems (including Windows Server), and physical and virtual servers.