Godfrey Mothonjeni

• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Actively participated in project teams focused on implementing new systems or upgrades, providing valuable insight from a desktop support perspective.
• Managed inventory of hardware assets, ensuring proper tracking, maintenance, and disposal when necessary.
• Collaborated with IT team members to implement system upgrades and minimize disruptions for staff during transitions.
• Monitored system performance regularly using diagnostic tools to proactively address possible issues before they impacted users.
• Tested new software and hardware prior to deployment.
• Evaluated emerging technologies and best practices in the field of desktop support to ensure continuous improvement within the organization''s IT infrastructure.
• Improved desktop support response times by streamlining ticketing processes and prioritizing urgent issues.
• Monitored system performance to identify potential issues.
• Diagnosed and troubleshot hardware, software and network issues.
• Developed comprehensive user guides and delivered training sessions to increase overall technical proficiency among staff members.
• Configured and tested new software and hardware.
• Assisted in the deployment of new applications, providing seamless integration into existing systems for endusers.
• Established effective communication channels between the desktop support team and other IT departments, fostering a collaborative work environment.
• Researched and identified solutions to technical problems.
• Enhanced end-user satisfaction with proactive maintenance of desktop systems, ensuring optimal performance.
• Patched software and installed new versions to eliminate security problems and protect data.
• Responded to customer inquiries and provided technical assistance over phone and in person.
• Assisted in development of system security protocols.
• Spearheaded efforts to identify potential areas for improvement within the desktop support function, resulting in increased efficiency and productivity among team members.
• Troubleshot network connectivity issues, restoring access to vital resources for employees experiencing difficulties.
• Maintained comprehensive documentation of all support incidents, enabling efficient troubleshooting processes in future cases.
• Removed malware, ransomware, and other threats from laptops and desktop systems.
• Created user accounts and assigned permissions.
• Provided exceptional customer service while addressing user concerns or requests promptly and professionally.
• Installed, configured and maintained computer systems and network connections.
• Reduced downtime for users by efficiently resolving hardware and software problems in a timely manner.
• Configured hardware, devices, and software to set up work stations for employees.
• Installed and configured operating systems and applications.
• Implemented security measures to protect sensitive data on user devices, reducing the risk of unauthorized access or breaches.
• Helped streamline repair processes and update procedures for support action consistency.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Passionate about learning and committed to continual improvement.
• Proven ability to develop and implement creative solutions to complex problems.
• Gained strong leadership skills by managing projects from start to finish.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

Configure and install various network devices and services (e.g., routers, switches, firewalls, load balancers, VPN, QoS).
Perform network maintenance and system upgrades including service packs, patches, hot fixes and security configurations.
Monitor performance and ensure system availability and reliability.
Monitor system resource utilization, trending, and capacity planning.
Provide Level-2/3 support and troubleshooting to resolve issues.
Work within established configuration and change management policies to ensure awareness, approval and success of changes made to the network infrastructure.
Select and implement security tools, policies, and procedures in conjunction with the company’s security team.
Liaise with vendors and other IT personnel for problem resolution.

• Performed troubleshooting for Juniper, Cisco, and packet analysis
• Integrated fixed wireless connectivity into facilities requiring high-speed networks
• Collaborated with vendors to identify best options for optimizing network performance
• Troubleshot complex multi-vendor network service provider issues
• Delivered end-user support by troubleshooting connectivity issues and providing guidance on proper usage of networking equipment
• Analyzed and produced recommendations on continuous network improvements
• Created VPN infrastructure and allowed for secure remote connections
• Analyzed, troubleshot and enhanced network performance to drive efficiency
• Provided network support services for devices such as hubs, bridges, routers, and other hardware
• Improved network performance by identifying and resolving bottlenecks, optimizing configurations, and implementing best practices
• Installed, supported and maintained company hardware and software infrastructure according to best practices
• Applied tier-isolation best practices to support multi-tier architectures
• Provided detailed network diagrams and procedural guidelines
• Organized frameworks to transfer secure data from internal to external and public networks
• Integrated data, voice and video networks for use in multi-site installations
• Reduced downtime with proactive monitoring of network devices and rapid troubleshooting
• Planned implementation of network enhancements and upgrades
• Monitored network capacity and performance to diagnose and resolve complex network problems
• Implemented WAN and LAN designs in multi-datacenter configurations