Kalid Ahmed Jabir
Addis Ababa
Summary
Highly skilled IT professional with over a decade of experience in various roles, including IT Coordinator, IT Officer, IT Division Head, and IT Technician. I have proven expertise in managing IT operations, network infrastructure, and providing technical support. I am adept at implementing IT policies and best practices to ensure seamless connectivity and system security. I have a strong background in system and network administration, troubleshooting, and training staff. I hold a BSc in Computer Engineering and numerous certifications in IT.
Overview
18
18
years of professional experience
Work History
IT Coordinator
Village Enterprise
Melkadida Refugee camp
04.2023 - Current
- User Support
- First Line Support:
- Provide assistance to staff with hardware, software, network, and communications problems via phone, email, and desk-side support.
- Ensure all support calls and service requests are logged and managed using the appropriate service desk software, adhering to any agreed Service Level Agreements (SLAs).
- Escalate support calls to the appropriate internal or external team members according to the established escalation procedures.
- Provide support to staff in remote offices, including making site visits when necessary.
- Assist with the administrative tasks associated with staff joining, leaving, or moving within the organization, such as creating user accounts, setting passwords, managing email accounts, and ensuring proper security access.
- ICT Services, Systems, and Infrastructure
- Hardware Installation and Upgrades:
- Assist with installing new hardware for new users or during network/system upgrades.
- Help maintain the ICT asset register, ensuring all assets are accurately recorded and responsibility forms are properly filled out.
- Assist with the administration, maintenance, and provision of the organization's mobile working and telephone services.
- Help create and maintain all documentation related to ICT services and procedures.
- Digital Literacy
- Training and Manuals:
- Conduct refresher training sessions (both remote and in-person) on the use of current systems and hardware.
- Develop user manuals to guide system usage.
- Innovation
- Technology Planning and Collaboration:
- Participate in technology planning activities in collaboration with other members of the programs and technology solutions team.
- Regularly meet and engage with the Product and Services team to understand objectives and upcoming projects.
IT Officer
International Rescue Committee
Melkadida Refugee camp
01.2020 - 01.2023
- Major Responsibilities
- Work in collaboration with the Country and Regional IT lead to ensure that end users computers are setup and configured with the IRC standard Operating system and applications versions (IRC image).
- Ensure that computer peripherals such as scanners, printers, monitors, and mice are configured and properly working for all field staff members.
- Provide assistance to end users for the configuration and troubleshooting of Microsoft suite products such as Outlook, Word, Excel, and PowerPoint.
- Deploy Local Area network infrastructure following applicable IRC Standard regarding cabling, WIFI and other active network equipment.
- Work with the Country/Regional IT Lead, the IRC Network Operations Center (NOC) and Internet Service provider to ensure that offices are connected to Internet at all times and that all users are connected to the LAN and have access to Internet.
- Maintain up to date IT documentation reflecting current computers assets status and network configurations.
- Work with the Country/Regional IT Lead and the IRC Network Operations Center (NOC) to deploy and maintain Servers and Country level Active Directory and domain services, including management of AD computers and users' accounts, DNS, DHCP, centralized computers updating and patching and GPO management.
- Work with field office IT staff and Field Coordinators to ensure timely delivery of IT project activities and resolution of IT issues.
- Ensure timely equipment maintenance, upgrade, and replacement as well as management of ISP contracts and software maintenance agreements.
- Observe and uphold the IRC IT Acceptable Use Policy.
- Act as the IT focal point for the rolling out of specific tasks as requested by the Country and Regional IT lead.
- Perform other duties as directed by the lead operations coordinator.
IT Division Head
Jupiter Trading
Addis Ababa
07.2008 - 10.2018
- Supervised IT teams and managed after-sales IT equipment and services.
- Configured and maintained network software and hardware.
- Provided technical support and training to staff.
Education
BSC - Computer Engenerring
Micro Link Information Technology
Addis Ababa12.2006
Skills
- Microsoft 365 Admin
- Cloud Platforms
- Google Workspace
- Microsoft Azure
- System Administration
- IT Security
- Windows Server
- Configuring and troubleshooting
- LAN WAN
- VPN
- DNS
- DHCP
- Network hardware router switch
- Firewall
- IT Support Platforms
- Collaboration Tools
- Helpdesk Support
- Cyber Security
- Networking
- IT Asset Management
- Virtualization
- IT Operation
- Mobile Device Management
- Digital Literacy Training
- Software Deployment Updates
- HRMIS system
- Information Security
- IT Governance
- MDM
- Box API
- Microsoft Endpoint Management
- Miradore
- Hardware troubleshooting
- Installing & Configuring printers
- Desktops/Laptops/Mobile devices/Printers/Fax Machines/Scanners/Copiers
- Problem Solving
Languages
- English
- Amharic
- Oromifa
- Somali Basic
Timeline
IT Coordinator
Village Enterprise
04.2023 - Current
IT Officer
International Rescue Committee
01.2020 - 01.2023
IT Division Head
Jupiter Trading
07.2008 - 10.2018
BSC - Computer Engenerring
Micro Link Information Technology