Eugine Buluma

Meet with prospective clients to Understand their requirements, business objectives, and define the scope of the project • Manage IT initiatives and collaborate with in-house technical and non- technical staff by Providing strategic advice on using technology to achieve goals • Liaising with stakeholders such as project personnel, vendors, and end-users regarding project requirements • Plan timeline and resources needed for a project, schedule, identify and resolve project issues and provide status report • Define software, hardware, and network requirements whilst diagnosing IT system problems, inefficiencies, and weaknesses. • Designing and implementing a technological solution to meet business needs • On-boarding, training, and supporting system users the new IT system • Support procurement of ICT equipment in accordance with organization budget lines whilst ensuring compliance with organizational policies, procedures, and standards • Developed, implemented and monitored customer service plans to maximise customer satisfaction. • Proactively identified and solved complex problems impacting operations management and business direction. • Exceeded team goals by leading meetings, sharing best practices and implementing sales initiatives. • Evaluated CRM reports regularly, actioning improvements to achieve impressive results.

Daily support of systems which include; Hardware Support, operating systems, security tools, servers, laptop and desktop computers, printers, PABX, phones etc. Supported Microsoft O365, Active Directory security permissions & group policies, print services, cloud servers, etc. • Supported Network which included firewalls, routers, switches, access points, internet, LANs, WANs, VLANs • Monitored entire system infrastructure by researching event log, warnings, and errors, resource utilization, ensuring system architecture components work together seamlessly, • Maintained routine/scheduled audits of FSD Africa IT systems by keeping and maintaining SLAs • Worked with other IT service providers to ensure all systems work optimally, respond to system issues as they are escalated, ensure appropriate solutions in good time as communications channels with staff remain open • Supported users through IT service management system Managed and administered all virtual meeting/ video conferencing facilities such as zoom/webinars, skype and teams by ensuring we have the right technology in place • Ensured redundancy metrics for internet, network equipment and servers are supported and escalate anomalies when necessary • Managed staff user credentials and access to all IT systems and onboard them to systems • Maintained internal infrastructure requirements related to access control, asset management and CCTV, local access points, • Ensured proper management of all IT equipment and systems by documenting, keeping inventory, storage filing and insurance • Supported IT Management in implementation of training for staff based on IT training calendar, and on LMS system on Moodle platform, • Provide 1st - 3rd level user support via helpdesk system by interacting with users and IT support teams to aid in troubleshooting issues, • Established and nurtured a customer relationship with all staff based on a high degree of responsiveness and trust with respect to IT systems and processes • Planned and managed knowledge management systems such as SharePoint and LMS (Moodle) the e-learning academy. • Took the lead role in all ICT projects by coordinating all project stakeholders to make sure all deliverables have been met within the required standards and the agreeable SLA • Developed the business case for ICT purchases as a strategic plan in line with the organization's procurement policy to provide information on the benefits, costs, and risks involved with a proposal that forms the basis for effective decision making • Supported development and deployment of faster and smarter business processes at FSD Africa • Engaged with the IT Manager and IT service providers in the implementation of analytics for meaningful insights into network infrastructure & systems at FSD Africa, • Supported optimization of processes and suggest process improvement mechanisms where appropriate Support the IT Manager in implementation of audit recommendations and delivery of IT strategy.

Supported Microsoft O365, Active Directory security permissions & group policies, print services, cloud servers, etc Supported Network which included firewalls, routers, switches, access points, internet, LANs, WANs, VLANs Monitored entire system infrastructure by researching event log, warnings, and errors, resource utilization, ensuring system architecture components work together seamlessly Maintained routine/scheduled audits of FSD Africa IT systems by keeping and maintaining SLAs Worked with other IT service providers to ensure all systems work optimally, respond to system issues as they are escalated, ensure appropriate solutions in good time as communications channels with staff remain open Supported users through IT service management system Managed and administered all virtual meeting/video conferencing facilities such as zoom/webinars, skype and teams by ensuring we have the right technology in place Ensured redundancy metrics for internet, network equipment, and servers are supported and escalate anomalies when necessary Managed staff user credentials and access to all IT systems and onboard them to systems Maintained internal infrastructure requirements related to access control, asset management, and CCTV, local access points Ensured proper management of all IT equipment and systems by documenting, keeping inventory, storage filing, and insurance Supported IT Management in the implementation of training for staff based on IT training calendar, and on LMS system on Moodle platform Provided 1st - 3rd level user support via helpdesk system by interacting with users and IT support teams to aid in troubleshooting issues Established and nurtured a customer relationship with all staff based on a high degree of responsiveness and trust with respect to IT systems and processes Planned and managed knowledge management systems such as SharePoint and LMS (Moodle) the e-learning academy Took the lead role in all ICT projects by coordinating all project stakeholders to make sure all deliverables have been met within the required standards and the agreeable SLA Developed the business case for ICT purchases as a strategic plan in line with the organization's procurement policy to provide information on the benefits, costs, and risks involved in a proposal that forms the basis for effective decision making Supported development and deployment of faster and smarter business processes at FSD Africa Engaged with the IT Manager and IT service providers in the implementation of analytics for meaningful insights into network infrastructure & systems at FSD Africa Supported optimization of processes and suggest process improvement mechanisms where appropriate Support the IT Manager in implementation of audit recommendations and delivery of IT strategy Provided first to third-hand line support to users with fixes and workaround as necessary to ensure the service desk function supports the smooth running of ICT systems across the company and its clients

Took ownership of customer issues reported and seeing problems through to resolution and following standard procedures for proper escalation of unresolved issues to the appropriate internal and external teams Researched, diagnosed, troubleshoot, and identified solutions to resolve system issues, while serving as the team's technical subject matter expert and technical escalation resource Developed and implemented standards, procedures, and processes for all aspects of enterprise solutions by creating and maintaining detailed documentation on procedures for all systems Cared out Startup installation and configuration of data center network appliances and equipment which included security firewalls, routers, switches, IP telephony, wireless controllers and access points, network monitoring tools Designed, developed and implemented network flows based on Cisco, HP, D-Link, Cyberoam, and Checkpoint network IP configuration protocols Designed, developed and implemented network security and procedures based on Cisco ASA, Checkpoint, Cyberoam products implementation guideline and procedure Implemented network monitoring tools; HP Intelligent Management Center, Nagios, and enabling clients logically understand their network, scan all their network devices, monitor bandwidth usage, critical applications/ network devices, and automatically generate reports & send email alerts Designed and implemented neat, structured cabling for both ATP and Fiber optic Cable across the premise for user points and the datacenter Participated in Pre-Sales engagements, deal pursuits, and determining bill of materials and quantities for the project Developing Proof of Concepts in project proposal, Implementation, Guidance, Reference Frameworks, and Knowledge Management Engaged with management, other service providers regularly, reporting on project status, activity, and achievements Provided customer service role by following up with clients to ensure their IT system solutions we provided are fully functional after implementation Developed and implemented best practices, quality assurance standards, and project management procedures

Supported technicians and engineers in performing their daily duties by providing technical and procedural advice Managed and escalated service requests and arising issues to the various service providers such as ATMs and Network Recorded, categorized, made reports, monitor, and resolved service requests and incidents in the service desk Monitored and ensured All ICT services including ATMs, Network Links for all branches, Servers UPS, and all Applications for channel transactions are up and running Followed-up with user to ensure services under their custody are running smoothly Provided feedback and daily reports on user's issues and make recommendations on areas to improve Maintained technical documentation, service catalog on installation of software, configuration of hardware, and problem troubleshooting Provided clear and concise step-by-step technical support Maintained, Installed, and upgraded all H/W and S/W equipment and configuration Provided technical assistance to Accountants in IT related problems Provided support services related to office application, computer operations, email/internet systems, configuration, and troubleshooting Carried out routine backups of data and ensuring its security procedures to counteract access and data corruption Set and configured the Local Area Network and its Administration Repaired the Local Area Network i.e. Cable termination, perching cables, and its configuration. Checked/vetted the Local Cross Connect (LL-C-LL) cables, Partner CPOPs cabling to LMP Worked as a company representative during the physical connectivity of partner ISPs to MUX and assisted when problems arose or reported Configured on Designs for Cross Connect (At MDF), Installed ISDN Line, and C6300 ISDN Modem Participated in the monitoring/assessment of internet connectivity uptime and performance Recorded events, incidents and their resolution in helpdesk system and follow-up and update customer status and information Performed remote troubleshooting through diagnostic techniques and pertinent questions

Supported technicians and engineers in performing their daily duties by providing technical and procedural advice Managed and escalated service requests and arising issues to the various service providers such as ATMs and Network Recorded, categorized, made reports, monitor, and resolved service requests and incidents in the service desk Monitored and ensured All ICT services including ATMs, Network Links for all branches, Servers UPS, and all Applications for channel transactions are up and running Followed-up with user to ensure services under their custody are running smoothly Provided feedback and daily reports on user's issues and make recommendations on areas to improve Maintained technical documentation, service catalog on installation of software, configuration of hardware, and problem troubleshooting Provided clear and concise step-by-step technical support Maintained, Installed, and upgraded all H/W and S/W equipment and configuration Provided technical assistance to Accountants in IT related problems Provided support services related to office application, computer operations, email/internet systems, configuration, and troubleshooting Carried out routine backups of data and ensuring its security procedures to counteract access and data corruption Set and configured the Local Area Network and its Administration Repaired the Local Area Network i.e. Cable termination, perching cables, and its configuration. Checked/vetted the Local Cross Connect (LL-C-LL) cables, Partner CPOPs cabling to LMP Worked as a company representative during the physical connectivity of partner ISPs to MUX and assisted when problems arose or reported Configured on Designs for Cross Connect (At MDF), Installed ISDN Line, and C6300 ISDN Modem Participated in the monitoring/assessment of internet connectivity uptime and performance Recorded events, incidents and their resolution in helpdesk system and follow-up and update customer status and information Performed remote troubleshooting through diagnostic techniques and pertinent questions

Set up the Electronic Voter Registrar (EVR) kit, ready for use Entered voters' data into the Code Digital System (CDS) systems' database Counter checked if the records from the manual register match with the records in the electronic database system Exported the daily registered voter's information into the central CDS database.