Freddy Wamala

Troubleshooting network and system issues and ticketing with ServiceNow
Maintaining infrastructure; servers, workstations, routers, switches, VPN connections, network cabling, Microsoft Exchange, Active Directory and Azure
Managing security on Windows hardware, user networks, WiFi and VPN
Onboarding and offboarding, imaging and testing laptops
TCP/IP routing and switching, VOIP and cabling
Resolving issues with Windows workstations, laptops and Microsoft 365
Administering Citrix, SharePoint and Servers
Installing and upgrading network hardware and software
Creating and maintaining network user accounts and shares

Resolving network and server connectivity issues
Resolving issues on cloud platforms and databases
Resolving network outages
Making remote connections to client platforms for troubleshooting
Starting and stopping cloud servers and services
Azure and Citrix administration
Capturing and analyzing network logs, SQL profiling, creating virtual machines
Training the Support team and helping to resolve their tickets
Documenting processes and contributing to improve them

Troubleshooting, monitoring and maintaining LAN and WAN infrastructure
Diagnosing, analyzing and resolving network incidents
Configuring and installing Cisco Meraki devices, Ethernet switches, routers, firewalls and servers
Leading infrastructure installation and upgrade projects
Managing the company IT security policy for equipment and end-users
Documenting troubleshooting steps and resolution in the Knowledge Base
Partnering with InfoSec, management and vendors to audit and procure next generation technology
Establishing and maintaining systems to secure and control deployed network infrastructure
Ensure redundancy and stability of all critical network devices
Reviewing and resolving network issues escalated through the ticketing system.

Installing and configuring LAN/WAN routers, switches and Wifi devices
Troubleshooting Cisco Meraki switches, firewalls and access points
Whitelisting, blacklisting, adding rules on Meraki and adding new devices
Resolving LAN and WAN, Windows 7, 8, 10; Bitlocker and VPN issues
Managing Citrix, Azure Admin and Microsoft 365 applications
Onboarding and offboarding of new and parting employees
Creating and managing network user groups by network subnets
Managing user access and accounts in Active Directory
Creating Outlook mailboxes, group lists and mapping network drives
Ticketing on ServiceNow and Oceane