IT Support Engineer | Desktop Support (Tier 1/2) | Microsoft 365 & Active Directory

- Independent contractor providing on-demand desktop support to a client site in Lusaka, 5 days a week (09:00-17:00 CAT), escalating to UK-based project managers.
- Support Windows OS, software applications, hardware, memory modules and peripherals, including software installation and licence management.
- Troubleshoot network and datacentre-related equipment (UPS, cabling, power), audio-visual and telephony equipment to maintain high uptime.
- Install, configure and troubleshoot GxP applications with the vendor, and configure mobile devices to client SOPs.
- Manage the IT asset inventory with remote tools, apply information security and antivirus policies, and produce management-level reports.

- Sole IT staff member: manage all user accounts, permissions, shared folders and domain access.
- Run backups, patching, endpoint protection and access controls to protect programme and patient-related data.
- Maintain the HP ProLiant server, LAN, Wi-Fi, routers and switches; expanded the office network.
- Wrote the ICT budget and requirements for CrowdStrike endpoint security, Microsoft Office licences and new hardware.
- Built the 9-page company website and manage its hosting, DNS and SSL.
- Moved paper-based reporting and filing to digital workflows; trained staff on file sharing, printing and cybersecurity awareness.

- Managed client user accounts and access on the web-based fleet tracking platform and handled their support requests.
- Diagnosed and fixed connectivity between the cloud platform and 3 device types: GPS trackers, fuel sensors and dashboard cameras.
- Handled escalated hardware, software and network faults; performed routine health checks and updates.
- Installed and commissioned units on mining and heavy-duty vehicles; kept the asset register and incident log current.
- Trained client staff on the platform.

- Supported 100+ users across the factory, corporate departments and Zambia Sugar Hospital via the Illovo ticketing system, phone, TeamViewer and desk visits.
- Created and managed Active Directory accounts and permissions; supported SAP users with access and day-to-day issues.
- Supported the hospital information system: user access, workstation and network issues, and vendor escalations.
- Wrote SOPs and troubleshooting guides and kept the IT asset inventory current.

- Led installation of alarm systems at GS Cash Advance branches in 6 Copperbelt towns (Kitwe, Ndola, Luanshya, Chingola, Chililabombwe, Mufulira).
- Planned the schedule, tested each system and its connectivity, and handed over to the client on time.

- Installed and tested Cat6 and fibre-optic cabling, using Fluke and OTDR testers to locate faults.

- Provide IT support to small businesses: computers, software, networks, backups and maintenance.
- Build, host and maintain client websites, including domains, DNS and SSL.
- Find clients, agree scope and deliver the work end to end.

Professional certificate covering troubleshooting, networking, operating systems, system administration and IT security.