EDMUND BIGIRWA
Dar-Es-Salaam
Summary
Dynamic technology professional with strong troubleshooting skills and a customer-centric approach. Proven experience in delivering comprehensive network and software support, developing and implementing innovative technical solutions. Skilled in analyzing system performance and security to enhance user experience and operational efficiency. Committed to leveraging technical expertise to drive impactful results in fast-paced environments.
Overview
6
6
years of professional experience
1
1
Certificate
Work History
IT Specialist
Danish Refugees Council (DRC)
01.2025 - Current
- Standardize and optimize local networks across offices, including the installation and management of hardware and software.
- Management of the networks system performance monitoring and tuning, as well as setting up and monitoring the restriction of non-business sites during work hours.
- Oversee and monitoring software and network security, bandwidth (in accordance with the internet service provider’s contracted service), and bandwidth utilization.
- Provide troubleshooting for connectivity or performance issues over 5 offices with more than 300 staff.
- Provide full range of technical assistance in server operations, management, and administration, including the installation, configuration, testing and deployment of server hardware and software. This includes monitoring statistics on performance and reliability of server systems
- Operate all roles involved in the provisioning and de-provisioning of user accounts
- Assess all existing hardware, software and local networks to ensure appropriateness, standardization and fitness for purpose. This entails monitoring support trends, proactive identification of solutions and the development of relevant training courses to ensure all staff make best use of available IT technologies in line with the organization’s IT policies
- Manage IT service outages by ensuring timely notification and instructions to affected staff
- Oversee day-to-day technical relationships with internet services providers and any other technology providers.
- Configured hardware, devices, and software to set up work stations for employees.
- Monitored systems in operation and input commands to troubleshoot areas.
- Used ticketing systems to manage and process support actions and requests.
- Created user accounts and assigned permissions.
IT Support OFFICER
CRDB BANK PLC
01.2022 - 01.2025
- Providing 1st level Support for all issues coming to ICT Service Desk via Service Management tool, calls or emails.
- Providing a single point of contact and end-to-end responsibility to ensure submitted service requests and service incidents have been processed.
- Providing initial assessment of service requests/incidents to determine which IT resources should be engaged to resolve.
- Monitoring the status and progress towards resolution of assigned requests/incidents as well as keeping users and ICT Department informed about incident progress.
- Escalating incidents to support specialist groups within the ICT Department when required.
- Analyzing for correct prioritization, classification and providing initial level 1 support towards the resolution.
- Monitoring the status and progress towards resolution of assigned incidents.
- Escalating incidents as necessary per established ICT managerial escalation matrix.
- Perform service requests in relational to Access Management tasks (creation of new user IDs, assign access rights to users, resetting users' passwords, activating user IDs, disabling user IDs, etc) in accordance with relevant Access Management processes and procedures in line with SLA.
- Managed high levels of call flow and responded to technical support needs.
Infrastructure Specialist
CATS-NET (INTERNET SERVICE PROVIDER)
07.2019 - 01.2022
- Maintained enterprise-level backups of systems and infrastructure components to support company needs.
- Resolved issues and escalated problems with knowledgeable support and quality service.
- Designed and evaluated WAN and LAN connectivity technologies.
- Monitored networks and network devices to resolve technical problems quickly.
- Managed network infrastructure for optimal performance and security.
- Write daily weekly and monthly technical reports for all the attended sites.
- Attending sites for survey, and preparing link budget using applications for the new site
- Installation and Configuring Wireless/Wi-Fi devices for deployment on the customer side
- Provide technical expertise in the root cause of any problems and analysis of service interruption incidents, and develop strategies and implement them to prevent recurrence
- Assisting over 700 Clients with technical or non-technical queries/problem on site and on line when needed
- Analyzed and maintained system and application performance.
Education
Bachelor of Science - Electronic science and communication
The University of Dar Es Salaam
Dar Es Salaam, Tanzania12-2020
Advanced Certificate of Secondary Education (ACSE) - Science Education
Marian Boys' High School
Dar Es Salaam, Tanzania05-2017
Certificate of Secondary Education - Science Education
Marian Boys' Secondary School
Dar Es Salaam, Tanzania10-2014
Skills
- Skilled in Microsoft Office applications
- Technical maintenance skills
- Network monitoring expertise
- System performance monitoring
- ITIL and service support proficiency
- Network infrastructure support and trouble shooting
- Application support
- Technical documentation expertise
- System development and rollout
- Technical issue analysis
- Technical reporting
Certification
- Cisco Certified Network Associate (CCNA)
- Cisco Certified Specialist - Enterprise Core
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
IT Specialist
Danish Refugees Council (DRC)
01.2025 - Current
IT Support OFFICER
CRDB BANK PLC
01.2022 - 01.2025
Infrastructure Specialist
CATS-NET (INTERNET SERVICE PROVIDER)
07.2019 - 01.2022
Bachelor of Science - Electronic science and communication
The University of Dar Es Salaam
Advanced Certificate of Secondary Education (ACSE) - Science Education
Marian Boys' High School
Certificate of Secondary Education - Science Education
Marian Boys' Secondary School