Erick Kinuno | Freelancer Resume

ERICK KINUNO Support Engineer Self motivated IT Support Engineer with experience includes Ticket management from opening to resolution, MSSQL server database and Crystal report development, administration and support,Business application(postilion) administration and support, Windows administration and support, Computer software and hardware installation, configuration, troubleshooting, repair and maintenence, LAN ana WAN connection troubleshooting and maintenence, ATM software and hardware service, Customer support at first and second line of support, System, network and data security best practise. AREAS OF EXPERTISE MSSQL server database and crystal report development, administration and support. Computer software and hardware installation, configuration, troubleshooting, repair and maintenence. LAN and WAN connection troubleshooting and maintenence. New PC setup and hardware/parts replacement. System, network and data security. Incidents management system(serviceNow) Customer support. Proficient in programming and scripting. WORK EXPERIENCE Support Engineer- BCX (T) Ltd, Dar es salaam TZ Manage ticket from opening to resolution with Incidents Management System(serviceNow). Engage with customer face to face or remotely by chats, email, phone and remote desktop tools. Install, configure, troubleshoot and repair computer software and hardware. Setup new PC and replace computer components/parts. Identify, analyse and resolve computer software and hardware root cause issues. Communicate with vendor for unresolved business application root cause issues. Act as escalation point for unresolved technical issues escalated by help desk for which work load to Tier III were minimized by 90 percent. Coach and support help desk individually and as a team on how to respond to customer request and training them whenever knowledge gap affected performance. Windows installation, administration and support. Monitoring and troubleshooting applications connection status and network connection in both LAN and WAN by network monitoring tools and Dos command. Payments products(Postilion) administration and support. Setup FTP site, SFTP connection and data encryption software. Identify and analyse security threat and implement security measure. MSSQL Server database development, administration and support. Develop report template for bank transactions settlement and reconciliation using Crystal report conneted to MSSQL database. Optimize query perfomance to minimize jobs execution time by create/modify SQL stored procedures queries in production environment. Act as neutral third part assist in resolving ATM and Mobile transation claim between Customer and Bank for ATM withdrawal and interbank transfer transaction and between Customer and Mobile company for Wallet to Bank and Bank to Wallet transaction. Develop SQL report templates for processing bank service fee which replaced template developed by vendor that were consuming time to generate report. Automate System, applications and database jobs in task scheduler/task manager. Design program for inserting data from text file into Database. Provide data backup, recovery and protection best practices. Create knowledge base articles for new error resolved. Provides first and second level of technical support to customer. Application Developer (Intern) 2010 University of Dodoma, Dodoma TZ Project planning - planning and estimating activity time. Gathering information from system users to obtain system functionality. System design and interface design by HTML, javascript and CSS. System development (Web application - Inventory Management System) - by using PHP and MySQL database. IT Technician 2008 - 2009 BCX (T) Ltd, Dar es salaam TZ Instal, Conﬁgure, Monitor, troubleshooting and repair ATM software and hardware, Adjusting note cassete dimension and loading cash. Troubleshooting and monitoring ATM network connection. Perform ATM and Computer preventive maintenence. ATM components troubleshooting and maintenance, component ie RV, receipt printer and etc Position ATM in ATM Lobby by using hand held folklift and installing front cover(facial). ATM components(card receipt printer and etc) troubleshooting and maintenance. Windows installation, administration, troubleshooting and maitenence. Install and conﬁgure computer software and hardware. Onboarding and off boarding domain users, creating new email accounts, diagnosing and ﬁxing network connectivity issues, support users, add and repair printers. New PC Installation, setup and hardware replacement. Provide customer support at level I and II line of support. SKILLS Excellent customer support skills with the ability to work in a team oriented environment. Good in analysing, troubleshooting and proactive problem solving skills with the ability to research and resolve critical issues in a fast paced environment. Verbal and written communication and interpersonal skills. Proficient on communicating technical information to both technical and non technical client. Expertise on technical tools (ticket, network monitoring, troubleshooting and remote desktop). Knowledge of resolving hardware issues without violating warranty. Knowledge of resolving application issues without violating customer security compliance requirement. Know what and when to escallate. Attention to details. Ability to mult-task, determine priorities and meet SLA. Willing to learn with i can do attitude. EDUCATION--Bachelor of science in Business Information Systems-University of Dodoma. 2007 -2008-Diploma in Computing and Information Technology-University of Dar es salaam Computing Centre. 2006 - 2007 Certiﬁcate in Computing and Information Technology-University of Dar es salaam Computing Centre. ORGANISATION BCX (T) Ltd CONTACT DETAIL M:- E:-