MUSA FATAKI

• Organized and maintained documents, files and records.
• Worked with management team to improve workflows and eliminate unnecessary tasks.
• Assisted in the development of departmental budgets; monitored spending against budget targets.
• Coordinated office activities and operations to secure efficiency and compliance with company policies.
• Generated reports on a regular basis regarding the performance of the organization's personnel and departments.
• Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
• Acted as a liaison between internal teams and external stakeholders such as vendors or customers.
• Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
• Coordinated and conducted classes to teach procedures to new staff members.
• Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.

• Main Responsibilities
  1. Actively participate in all Service Centre activities, including the central Support Line and support4. Ensure that external and internal SLAs are met and that issues are escalated appropriately and
  resolved in a timely manner.
  Incidents, Problems & CRs
  1. Actively participate in the management of work on incidents, problems and change requests,
  including planning and coordination with the customer (TRA), the local Field Service & Support
  and IT Support teams, and the external 3 rd level support teams (CH & ES), key deliverable
  reviews, acceptance testing, and deployment coordination.
  2. Analyze incident and PRB trends and raise PRBs of repeat incident occurrences.
  3. Close incidents, problems and CRs after verification that the underlying issue(s) have been
  resolved.
  1. Responsible for status reporting, including Operational Performance Management and Service
  Management reports, as scheduled or as required.
  Coordination of Releases
  1. Actively participate in the communication and coordination of releases and upgrades, both
  internally and externally.
  General/ Other activities
  1. Ensure that all SICPA policies, including those concerning Health, Safety and Environmental
  protection, are respected, and implement or propose improvements in such practices.
  2. Contribute to the development and maintenance of policies, processes and procedures for SICPA
  Tanzania, including those for operations, maintenance, and support
  3. Management of special tasks, projects or initiatives to improve quality, efficiency, or cost
  effectiveness of the solution or the local entity team, as agreed with the Service Centre Team
  Leader.
  Participate in general management and administrative tasks for the Local Entity, as requested by the
  Service Centre Team Leader.

• Reviewed financial information for accuracy and completeness before submitting reports to upper management.
• Developed and implemented financial strategies to maximize profits and reduce costs.
• Prepared financial reports for management review on a monthly basis.
• Invested funds and recommended appropriate dividend issuances based on historical dividend patterns and expected cash flows.

-Responded to requests for technical assistance in person, via phone, and remotely for the following technologies: Windows and Mac OS-based endpoints (laptops, desktops, and thin clients), tablets, and smartphones (iOS and Android), and Microsoft Office 2007.|2010|2013|2016

Assisted the Help Desk Manager in supervising training and mentoring of student employees at the Help Desk, with a specific focus on leading the team of Desktop Support Referral student employees, who also contribute to tier 2 ticket resolution.

Continually updated personal knowledge of computing hardware, operating systems, and software.

Maintained confidentiality and discretion when working with password-protected or sensitive materials.

• Monitored operations and reviewed records and metrics to understand company performance.
• Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
• Identified needs of customers promptly and efficiently.
• Analyzed complex information from multiple sources to identify patterns or trends.
• Maintained positive working relationship with fellow staff and management.
• Facilitated training sessions for new employees on company policies and procedures.