Sidney James T Makusha

• Deliver 1st and 2nd line technical support at the Kingsway Distribution Centre for JD GROUP.
• Address client requests, resolve hardware and software issues, and log calls in the ITSM system.
• Maintain high customer service standards and adhere to service management best practices.
• Collaborate with internal and third-party technical support teams.
• Document procedures and develop Knowledge Base articles.
• Build relationships with business users and IT teams, and mentor new staff.
• Take ownership of issues, drive resolutions, and contribute to root cause analysis.
• Support ITIL managers in developing and improving processes.
• Provide overnight Service Desk support and manage system alerts.
• Troubleshoot issues across desktop, infrastructure, networking, and applications.
• Administer software, deploy OS via SCCM, and manage Office 365 accounts.
• Maintain network cabinets, server equipment, and UPS units.
• Support IT needs for distribution centres, stores, and gyms.
• Prioritize workload, manage incidents, and provide imaging and support for PCs.

• Led a team of IT support professionals, overseeing day-to-day operations and ensuring SLAs are met for all technical support requests.
• Provided comprehensive IT support to ensure smooth daily operations.
• Manage vendor relationships and oversee procurement of IT equipment and services to ensure cost-effective solutions.
• Delivering expert internal software support to optimize business processes and resolve issues efficiently.
• Offering full-spectrum hardware support across all company locations, ensuring minimal downtime and optimal performance.
• Overseeing both remote and physical software installation and configuration, ensuring seamless integration and functionality.
• Managing the organization's IT assets to maximize return on investment and maintain cost efficiency.
• Identifying, minimizing, and mitigating IT-related risks to safeguard the company from financial losses.
• Administering Active Directory to ensure proper access control and security across the network.
• Handling Office 365 user account creation, management, and ongoing support to facilitate collaboration and productivity.

• Provided exceptional phone support, resolving technical issues and ensuring user satisfaction.
• Optimized network infrastructure for performance, reliability, and security.
• Delivered cross-platform support for Windows, macOS, and Linux systems.
• Configured, tested, and deployed hardware and software solutions.
• Traveled to client sites for installations, deployments, and troubleshooting.
• Managed data backup and recovery processes to ensure data integrity and security.
• Installed, configured, and maintained Windows desktop and server systems.
• Executed TCP/IP networking tasks, including diagnostics and maintenance.
• Assisted in staff training and created procedural documentation.
• Ensured compliance with health and safety standards for computer hardware.
• Applied software patches and system updates to maintain security and functionality.

• Configured LAN, proxy servers, and proxy clients for secure access.
• Installed and set up 3G modems and 4G routers for reliable connectivity.
• Quickly addressed user queries and data service issues.
• Conducted efficiency tests and trained junior staff.
• Led projects, managed shop stewards, and coordinated IT support.
• Maintained IT supplier and customer relationships.
• Performed preventive maintenance and coordinated third-party support.
• Repaired electrical equipment, executed software upgrades, and managed hardware procurement.
• Provided desktop, remote, and technical support, managed asset register, and created documentation.
• Offered emergency on-call support.