Michael Ombima

Manage global service desk operations, SLAs and ticket escalations while coaching analysts and improving service metrics to increase resolution efficiency. Collaborated on IT policies and maintained first-call support across applications, networks and telephony.

Administered global IT infrastructure including user account provisioning, hardware/builds, VOIP, asset register and vendor coordination while enforcing preventive maintenance and disaster recovery processes. Managed IT procurements and operational budget control.

Maintained servers, virtualization and data center operations, implemented security controls including firewalls and 2FA, and led disaster recovery tests to ensure high availability and recoverability of mission-critical systems.

Provided frontline IT support, triaged incidents via ticketing system, created knowledgebase articles and implemented workstation standards to reduce repeat incidents and improve customer satisfaction.

Rotated across ICT functions performing server administration, Active Directory tasks, network monitoring and security configurations while supporting department process improvements and reporting.

Designed and maintained web solutions and digital assets, implemented backups and security measures, and collaborated with clients to deliver visual and web content that met requirements and reduced data loss risk.

Bachelor of Science in Business Information Technology focused on integration of business processes and information technology to improve organizational performance and decision-making.

Higher Diploma in Business Information Technology covering foundational knowledge and skills at the intersection of business and information technology.