Harry Mwabara Mghanga Mghanga
Nairobi
Summary
I am an experienced IT Professional with over 10 years of service in ICT service desk operations, systems administration, and maintenance, applications maintenance, and support.
- Experience in IT infrastructure troubleshooting and maintenance (Windows Servers-File, Print Management, Virtual (Hyper-V and VMware), network switches, routers, Juniper, and Data Storage Management (NAS-QNAP, NetApp).
- Experience in coordinating and managing ICT projects. Rolled out the use of Open Data Kit (ODK) to collect beneficiary data in Somalia for multiple Cash Based Transfer Interventions at FAO and supported the implementation of Form Management Tool (FMT) for FAO beneficiary registration and identification.
- Strong experience in ICT Systems Security – Data backups, Firewall-Cyberoam, Information Security awareness training.
- Experienced in ICT information systems - Took the lead in the rollout and implementation of Microsoft SharePoint, trained users and migrated user data, and supported migration of data from Microsoft Office to Office 365.
- Experience in web development – website creation, database management, and maintenance of email accounts.
- Experience in ICT Service desk management - Took the lead in coordinating the rollout of the ServiceNow platform in FAO Somalia (currently 3rd largest active office implementing the service worldwide)
- Expertise in dealing with audio-visual communication technologies.
- Great interpersonal skills and ability to offer quality customer-oriented ICT services.
Overview
13
13
years of professional experience
Work History
ICT Analyst
United Nations Food and Agriculture Organization, FAO
01.2023 - 12.2023
- Somalia
- Key Functions
- Assisted in the setup and management of Video Conferencing events, both online and physical
- Oriented new users on IT rules and regulations
- Trained users on existing technology and potential use (One Drive for Business, MS Teams, MS Office, Intranet, Skype for Business, etc.)
- Received, logged, monitored resolved, and escalated IT-related requests in the Incident Management system
- Provided IT support to missions from the Regional Office, HQs, or internal missions
- Kept track of IT assets and maintained the local office IT inventory list
- Ensured IT equipment was up to date in terms of corporate policy and requirements
- Monitored and managed office connectivity
- Ensured the security and privacy of user data, following the relevant corporate policies
- Key Achievements
- Successfully set up IT infrastructure for a new office in Mogadishu where FAO Somalia’s main operations transited to
- Was the team lead in resolving 90% of user support tickets for the 2nd largest FAO office worldwide, ranking 3rd overall in the volume of tickets that were raised and successfully resolved out of 147 offices in total, operating in 130 countries across the world.
ICT Associate
FAO
07.2018 - 12.2022
- Food and Agriculture Organization (FAO) – Somalia
- Key Functions
- Provided IT support to end users on standard ICT products and services and managed the lifecycle of IT services
- Managed the first-line queue in service management tools
- Provided training and orientation on end-user ICT products and services
- Wrote brief how-to documents on ICT products and services for end users
- Installed, configured, and maintained end-user ICT equipment
- Rolled out FAO standard operating systems and software as required on end-user computers
- Provided basic support to Android and Apple smartphone management
- Facilitated ICT support to in-house/outside meetings, conferences, workshops, etc., and set up and managed conference services for the same
- Key Achievements
- Took the lead in coordinating Service Desk operations for the Somalia ICT team in line with tickets raised on the new ServiceNow platform
- Took the lead in biometric installation to capture bio-data information for accountability and security purposes
- Developed Standard Operating Procedures (SOPs) and protocols for ICT Service Excellence.
ICT Assistant
United Nations Food and Agriculture
09.2013 - 06.2018
- Organization (FAO) – Somalia
- Key Functions
- Maintained ICT infrastructure (firewalls, routers, switches, servers, etc.)
- Developed IT solutions for common user problems
- Provided ICT support to ensure quick and efficient response to programme activities including deployment of ICT resources where needed
- Ensured daily functionality of all shared network resources and ensured accessories and consumables were available for timely replacement
- Monitored, troubleshooted, and resolved internet/e-mail connection connectivity problems and upgraded network hardware and software to ensure utmost productivity
- Maintained all internal servers (file server, e-mail server, print server, intranet server, database server) to ensure proper permissions, security, and access to appropriate resources and services
- Upgraded, troubleshot, and resolved hardware problems for IT equipment
- Key Achievements
- Took the lead in biometric installation to capture bio-data information for accountability and security purposes
- Developed Standard Operating Procedures (SOPs) and protocols for ICT Service Excellence
Intern
Kenya Airways Ltd
05.2011 - 07.2011
- Achievements
- Maintained internal databases using Oracle and SQL
- Designed MS Excel and MS Outlook macros using Visual Basic
- Performed Security access matrix adherence
- Developed and implemented an internal Project tracking system.
Education
Masters (MSc) - Computer Science
University of East London
Bachelor of Business Information Technology (BBIT) - undefined
Strathmore University
2012
Kenya Certificate of Secondary Education - undefined
2007
Kenya Certificate of Primary Education - undefined
KCPE
2003
Training and CertificationsITIL v3 2011 FoundationMD-100 Certification - undefined
Ganjoni Primary School
Skills
- ICT Systems Security
- ICT Infrastructure Management
- Programming Languages – PHP, HTML, JQuery, CSS
- Middleware - Apache, WAMP, XAMPP
- Databases – Oracle, MySQL
- Operating Systems – Windows, Windows Server, Linux, UNIX
- MS Office, Adobe CC
- Videoconferencing
- ICT user support
- ODK and FMT
- Networking protocols: TCP/IP, DHCP, DNS
Additional Information
- Honors and Awards , Top 100 Young at Heart Employee Recognition of the Year Award - FAO – 2023 Certificate of Excellence for exemplary academic performance – Strathmore University - 2012
Timeline
ICT Analyst
United Nations Food and Agriculture Organization, FAO
01.2023 - 12.2023
ICT Associate
FAO
07.2018 - 12.2022
ICT Assistant
United Nations Food and Agriculture
09.2013 - 06.2018
Intern
Kenya Airways Ltd
05.2011 - 07.2011
Masters (MSc) - Computer Science
University of East London
Bachelor of Business Information Technology (BBIT) - undefined
Strathmore University
Kenya Certificate of Secondary Education - undefined
Kenya Certificate of Primary Education - undefined
KCPE
Training and CertificationsITIL v3 2011 FoundationMD-100 Certification - undefined
Ganjoni Primary School
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