Glory Bahigwa

APAC SUPPORT ENGINEER

Axonius

Jan 2023 - Current (3 years 8 months)

Spearheaded the development and management of comprehensive technical documentation, significantly enhancing technical operations and user experience Authored user process manuals and crafted detailed training materials, resulting in improved staff proficiency and system utilization Led the design and execution of process improvement initiatives, streamlining workflows and assessing opportunities for automation Successfully managed numerous technical projects simultaneously, demonstrating strong independent working skills and prioritization abilities Oversaw the maintenance and support of the corporate IT infrastructure, ensuring robust security and optimal functionality of critical IT assets, including audiovisual systems, desktop configur

SERVICE DESK ANALYST L2 / L3

SAI360

Oct 2021 - Jan 2023 (1 year 4 months)

Supporting and troubleshooting Microsoft Windows 7, 8 and 10 and Mac OS, as well as systems management tools like SCCM, JAMF and Office 365 Configuring and supporting security tools like Microsoft Intune, Okta MFA and SSO Administration of and user account creation for Azure AD and on-premises Active Directory (AD Manager) Resolving advanced hardware and network problems with end-user computers, printers, & remote access tools (VPN OKTA) Management and deployment experience using SCCM Deploy and support office equipment (printers, projectors, video conferencing) Strong focus on professionalism and customer satisfaction Strong interpersonal skills and work collaboratively with global colleagues Experience with Enterprise Collaboration tools

SERVICE DESK ANALYST 2

Cash Converters

Jul 2020 - Oct 2021 (1 year 4 months)

Managing user issues via a ticketing system (Jira) Providing face-to-face and telephone or remote support Liaising with third-party suppliers Logging problems and faults and troubleshooting general office equipment Setup and configuration of end-user desktop hardware and software Diagnosing and resolving end-user network or local printer problems, PC hardware problems, email, internet, operating system, and local area network access issues.

EUC FIELD TECHNICIAN

DXC Technology

Nov 2019 - Jul 2020 (9 months)

Provides on-site field support to customers, including installation, servicing, and repairing systems and equipment Verifies and approves operational quality of system equipment Resolves customer issues in the areas of hardware installation, repair, upgrade and maintenance Assists in investigating and resolving complex installations and maintenance matters of significance Instructs customers in the operation and maintenance of systems/equipment Ensures issues are referred to the appropriate personnel/service areas for follow-up, testing and troubleshooting Acts as a liaison with customers on administrative and technical matters for assigned projects Performs analysis and prepares reports on system problem trends and issues.

DEPLOYMENT TECHNICIAN

Murdoch University

Oct 2019 - Nov 2019 (2 months)

Using SCCM to deploy Microsoft Windows images Unboxing, organizing, asset tagging, inventorying new and returned machines Maintain accurate record of installation including, but not limited to, quantities, serial numbers, and asset numbers of installed hardware Installing windows 10 image using PXE or Using ISO USB Walking around campus into teaching rooms and rebuilding the all-in-one PCs Support a large enterprise desktop deployment with older computers while imaging approx 3,000 workstations from Windows 7 to Windows 10 1803 Backed up and restored personal data; and configured new computers for employees.

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DEPLOYMENT TECHNICIAN

WA Government - Department of Mines, Industry Regulations and Safety

May 2019 - Oct 2019 (6 months)

The Department of Mines, Industry Regulation and Safety has ongoing departmental transition activities related to the IT systems mergers of the former Department of Commerce and the Department of Mines and Petroleum Ability to undertake work outside of business hours if required Windows 10 rollout to DMIRS desktop and laptop fleet utilizing SCCM and other third-party tools and dropping off new hardware Ability to undertake SCCM work as required Troubleshoot DMIRS SOE, Windows 10 and other desktop application issues as required Remove old infrastructure from the floor and place equipment for wiping and disposal in ICT storerooms Undertaking deployment administrative and communications work Undertaking other duties as requested by the Project

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DEPLOYMENT TECHNICIAN

Insurance Australia Group IAG Limited Insurance Company L1-2

Feb 2019 - May 2019 (4 months)

Setting up workstations and imaging 800 desktops and laptops Disconnection and reconnection of PC/ laptops and other IT-based equipment Managing Staff moves and changes within the building Secure Packaging and transportation of equipment Able to troubleshoot/assemble printers, desktops, and basic network infrastructure.

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AV INSTALLATION / STORE SUPPORT

QTS China

Aug 2018 - Jan 2019 (6 months)

Maintain all video conference equipment for conference room use Coordinated and provide office moves and a full setup Identified, isolated and repaired computer and video conferencing equipment showing wear and tear and performing preventative maintenance routines Set up Conference Rooms with audiovisual needs, such as Front & Rear projectors, various types of microphones, audio mixers, Video Cameras, Polycom's, DVD/VCR players, Televisions, and Gartner Data Conference Call System Delivered, set up, and provided outstanding technical support of departmental audio-visual equipment; Exceeded all requirements for timely establishment.

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CUSTOMER SERVICE / STORE SUPPORT

Bunnings Head office Rivervale

Mar 2018 - Aug 2018 (6 months)

Brilliant experience installing and configuring Windows OS, Networking and local printers, and business applications Repair all the Bunning stores in Australia iPods Repair all the Bunning store in Australia printers Experienced with IT support Ticketing systems, (service now) Construct, install, and test customized and test customized configurations based on various platforms and operating systems Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommend and implement corrective solutions Support software used to log tickets: ServiceNow Good understanding of Service now Used Remote access to perform troubleshooting when needed Walked customers through a step-by-step process for troubleshoo

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