Julius Akera
Summary
Dedicated IT professional with 5+ years' hands-on experience in end-user support, troubleshooting, and incident management. CCNA and CompTIA A+ certified with expertise in Windows administration, Active Directory, and networking. Actively pursuing Security+ (SY0-701) and CySA+ certifications with a strong focus on cybersecurity, system hardening threat detection. Proven track record of resolving complex technical issues, managing SLA targets, and delivering excellent customer service in fast-paced environments. Seeking a security-focused IT role that leverages technical expertise and continuous learning mindset.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
2
2
Certification
Work history
Service Desk Analyst
Card Factory
Wakefield
06.2023 - Current
- Monitored and responded to incidents, ensuring timely escalation and resolution in line with ITIL practices.
- Configure and monitor corporate devices (laptops, desktops, mobiles) to ensure security compliance, patching, and adherence to IT policies.
- Administered user accounts and access permissions in Active Directory and Microsoft 365, including password resets, group membership, and onboarding/offboarding.
- Communicated clearly with stakeholders at all levels, translating technical issues into non-technical language and maintaining strong customer relationships.
- Resolve hardware, software, and network issues for multiple end-users, consistently meeting SLA targets through systematic diagnostics and timely escalation
- Maintained up-to-date technical documentation, contributing to knowledge base articles and continuous improvement of support processes.
- Collaborate cross-functionally with IT teams and third-party vendors to resolve complex issues and enhance service reliability.
IT Support Engineer
Amazon Logistics
Doncaster
11.2020 - 05.2023
- Delivered 1st and 2nd line support in high-volume logistics environment, troubleshooting hardware, software, and network issues across multiple sites
- Installed and configured computers, peripherals, and applications; maintained device performance and system integrity
- Supported network infrastructure (routers, switches, access points) and collaborated with network engineers on connectivity and stability
- Implemented secure OS configurations and endpoint protection measures, ensuring corporate device security and compliance
- Used Python and other tools to support basic network automation and scripting tasks, improving operational efficiency and reducing manual workload
- Analyzed recurring incidents to identify trends and process improvements, contributing to continuous service enhancement
IT trainer
Storm Global Network
Leeds
05.2018 - 08.2020
- Delivered training on IT systems and technologies to groups of 15 learners, improving digital literacy and IT capability
- Developed training materials and hands-on exercises tailored to different ability levels
IT Technical Support
eLaab Software Solutions
Kampala
02.2016 - 07.2017
- Provided technical support for software and infrastructure issues, troubleshooting incidents and assisting with deployments
- Documented common issues and resolutions, reducing mean time to resolution for the wider support team.
Education
Master of Science - Advanced Computer Science (Data Analytics)
University of Leeds
Leeds 09.2017 - 12.2018
Bachelor of Science - Information Technology and Computing
Kyambogo University
Kampala, Uganda 01.2013 - 04.2015
Skills
- Platforms & OS: Windows 10/11, Windows Server, Active Directory administration
- Networking: TCP/IP, LAN/WAN, routing and switching, Wi-Fi, basic network security, Cisco CCNA (200-301)
- Security & Management: User access management, endpoint security, log analysis and monitoring, asset inventory management, MDM (mobile device management)
- Tools & Technologies: Microsoft 365, Service Desk/ITSM tools, remote support tools, basic Python for automation
- Troubleshooting: Hardware and software diagnostics, OS configuration, application support, printer and peripheral support
- Data & Analysis: Data analysis (Excel, reporting, documentation)
Technical Skills
- Clear communication with both technical and non-technical audiences
- Analytical and critical thinking; strong problem-solving
- Collaborative and conscientious team member
- Adaptable, customer-focused, and detail-oriented
Core Competencies
Certification
• CompTIA A+ (220-1101 & 220-1102)
• Cisco CCNA (200-301)
• CompTIA Security+ (SY0-701) | in progress
• CompTIA CySA+ | in progress
Professional Interests
Cybersecurity developments · System hardening, threat detection & prevention · Incident response methodologies · Continuous security improvement
Timeline
Service Desk Analyst
Card Factory
06.2023 - Current
IT Support Engineer
Amazon Logistics
11.2020 - 05.2023
IT trainer
Storm Global Network
05.2018 - 08.2020
Master of Science - Advanced Computer Science (Data Analytics)
University of Leeds
09.2017 - 12.2018
IT Technical Support
eLaab Software Solutions
02.2016 - 07.2017
Bachelor of Science - Information Technology and Computing
Kyambogo University
01.2013 - 04.2015