ISMAIL ABDI ABDILLAHI

• Self-motivated, with strong sense of personal responsibility.
• Worked effectively in fast-paced environments.
• Skilled at working independently and collaboratively in team environment.
• Proven ability to learn quickly and adapt to new situations.
• Key Responsibilities Areas

1. Strategic IT Management

• Suggest new technologies, equipment and systems to assist changing requirements.

• Interact directly with all departments’ heads to identify needs and pressure points.

• Manage and supervise application improvement implementations across the region.

• Develop a range of system documentation such as user manuals, standard operating procures (SOPs) as well as end-user tip sheets and guides.

• Prepare, maintain and test appropriate disaster recovery processes for regional offices.

• Conduct audit of cybersecurity, infrastructure, IT, contracts and organization exposure to threats within the region.

• Train and monitor IT staff to ensure necessary skills and competencies are in place.

2. Technical Support

• Ensure technical support to install, configure, and maintain personal computers application platforms, networks, network cabling, and other related equipment, devices, and systems.

• Arrange the timely repair of hardware.

• Provide thorough and timely, technical assistance and training to Staff.

• Manage service provider and vendor communications.

• Overseeing system performance and troubleshooting issues.

• Provide technical support and email access set up for Pharo staff in Ethiopia, Rwanda and Kenya.

3. Security Management

• Report on service delivery and application performance across the enterprise.

• Install and maintain network infrastructure and resources.

• Administering network accounts, network policies, and document network administration.

• Ensuring high-level security and efficiency resulting in 100% output.

• Ensure that confidentiality and data protection requirements are maintained and adhered to.

• Manage the security of network computer system integrity by implementing regular and accurate backup and virus/intrusion protection procedures and guidelines and disaster recovery operations.

• Maintain logs and accurate inventory of assets and issues.

• Monitor network communication.

4. System Management

• Advising user sites on the hardware and system software requirements for implementing the management software.

• Assisting user sites with the installation and configuration of software remotely.

• Maintaining regular contact with user sites and monitoring country implementations to assist sites to remain operational.

• Attending to support calls from the different sites/offices in a timely manner for resolution of reported issues.

• Preparing and maintaining training materials on system management.

• Collaborated with vendors to negotiate contracts, resulting in significant cost savings without compromising quality or service levels.
• Reduced downtime with proactive IT support and rapid issue resolution.
• Provided exceptional end-user support, resolving technical issues quickly to minimize disruptions.
• Optimized network performance through continuous monitoring, troubleshooting, and upgrades as needed.
• Maintained up-to-date inventory of hardware and software assets, optimizing resource allocation and cost control.
• Evaluated emerging technologies for potential implementation in order to maintain a competitive edge in the market.
• Implemented robust backup strategies, safeguarding critical data from loss or corruption.
• Streamlined IT processes for enhanced productivity through regular system audits and maintenance.
• Improved system efficiency by implementing and maintaining hardware and software solutions.
• Enhanced security measures by developing and enforcing comprehensive cybersecurity policies.
• Created an environment of continuous improvement by encouraging feedback from end-users on system functionality, leading to ongoing enhancements that increased user satisfaction levels.

• Increased productivity by providing comprehensive technical training to employees on various hardware and software tools.
• Collaborated with cross-functional teams to identify technology needs and implemented appropriate solutions for improved workflow efficiency.
• Reduced company downtime by proactively managing server backups and disaster recovery planning.
• Achieved faster network connectivity by installing high-performance routers, switches, and access points.
• Promoted a collaborative work environment by facilitating knowledge sharing sessions among the IT team members for continuous improvement initiatives.
• Established strict access controls based on role-based policies, enhancing organizational compliance standards.
• Resolved critical incidents swiftly via remote assistance or on-site troubleshooting, ensuring minimal business disruption.
• Managed vendor relationships effectively for timely procurement of IT equipment while adhering to budget constraints.
• Optimized software performance through regular updates, patches, and maintenance tasks to ensure seamless user experience.
• Safeguarded sensitive information with robust data encryption techniques and secure password management practices.

• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
• Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
• Coordinated technical training and personal development classes for staff members.
• Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
• Oversaw technology budget planning and allocation to optimize resource utilization while meeting organizational objectives.
• Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
• Promoted collaboration between cross-functional teams by integrating disparate systems into unified platforms for improved communication and workflow efficiency.
• Established robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
• Streamlined processes through automation of routine tasks, increasing team productivity and reducing manual effort.
• Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.

• Established networking environment by designing system configuration, directing system installation, and defining, documenting, and enforcing system standards
• Designed and implemented new solutions and improved resilience of the current environment
• Maximized network performance by monitoring performance, troubleshooting network problems and outages, scheduling upgrades, and collaborating with network architects on network optimization
• Undertook data network fault investigations in local and wide area environments using information from multiple sources
• Secured network systems by establishing and enforcing policies, and defining and monitoring access
• Supported and administered firewall environments in line with IT security policy
• Reported network operational status by gathering and prioritizing information and managing projects
• Upgraded data network equipment to the latest stable firmware releases
• Configured routing and switching equipment, hosted IP voice services, and firewalls
• Provided remote support to on-site engineers and end users/customers during installation
• Provided remote troubleshooting and fault finding if issues occur upon initial installation
• Undertook capacity management and audit of IP addressing and hosted devices within data centers
• Liaised with project management teams, third-line engineers, and service desk engineers on a regular basis
• Spoke to customers via email and phone for initial requirement capture
• Acted as IT manager while the IT manager was on leave.

• Provided technical support for both hardware and software issues users encounter
• Managed the configuration and operation of client-based computer operating systems
• Monitored the system daily and responded immediately to security or usability concerns
• Created and verified backups of data
• Responded to and resolved help desk requests
• Upgraded systems and processes as required for enhanced functionality and security issue resolution
• Administrated infrastructure, including firewalls, databases, malware protection software, and other processes
• Reviewed application logs
• Installed and tested computer-related equipment
• Managed data center.

• Distributed course syllabus and answered student questions regarding standards, material, grading, and progression
• Maintained office hours to help students with questions and educational support
• Integrated technology into classroom instruction for a well-rounded and modern approach
• Selected appropriate materials to support student learning needs.

• Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
• Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
• Achieved results by working with staff to meet established targets.
• Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
• Created successful work schedules for each team member to maintain deadlines and fully staff shifts.