Kennedy Chilufya

Provides user support and user training for enterprise applications such as: Deltek Time and Expense (TESS), GFAS Field Accounting, HR Workday, Office 365, Microsoft Dynamics, and Salesforce, SharePoint administration, Microsoft Azure administration. Serves as the enterprise applications point of contact for Africa. Serves as a project team member and assists with coordinating enterprise application upgrades, testing and deployments. Promotes adoption and utilization of enterprise applications. Triage end user issues with enterprise applications to the appropriate application support team. Describe services offered by Information Solutions and Services. Intake new work requests and route to appropriate team. Provide project startup support for all information technology needs including enterprise applications, IT infrastructure. Handles basic support of hardware, software, applications and operating systems, network printers and scanners, technical consultation, and networking. Leads projects to build project management/delivery capacity. Performs software installations on company computers and configures applications as specified. Working knowledge and understanding with a variety of technologies to effectively support end-users. Plan and implement scheduled maintenance upgrades and software upgrades when necessary. Provide IT user training and documentation. Manages IT incidents/requests and escalates them to appropriate business units as necessary. Demonstrates ownership of customer issues and independently seeks solutions. Ensures compliance of FHI 360’s IT Policies.

Key Responsibilities Enterprise Applications Support & Administration

1. Provide technical support and training for enterprise applications, including Deltek Time & Expense (TESS), GFAS Field Accounting, Workday (HR), Office 365, SharePoint, and Azure.
2. Serve as the enterprise applications point of contact for Africa, ensuring system availability and user adoption.
3. Coordinate enterprise application upgrades, testing, and deployments as a key project team member.
4. Drive user adoption and utilization of enterprise applications, conducting training and providing best practices. Project Support & IT Service Management
5. Provide technical guidance for IT infrastructure and enterprise applications during project startups across supported countries.
6. Handle incident management and escalation, ensuring timely resolution of IT issues.
7. Perform hardware and software support, including configuration, installations, and network troubleshooting.
8. Lead initiatives to enhance project management and delivery capabilities within IT teams.

Systems Administration & IT Operations

1. Administer and manage Microsoft SharePoint and Azure environments to ensure secure access and operational efficiency.
2. Implement scheduled maintenance and software upgrades, ensuring systems are up to date.
3. Develop IT documentation and user training materials to support staff across different countries.
4. Ensure compliance with FHI 360 IT policies and security protocols, safeguarding organizational data.

Customer & Stakeholder Engagement

1. Demonstrate ownership of customer issues, independently identifying and implementing solutions.
2. Act as a liaison between end users and IT support teams, ensuring effective issue resolution.
3. Manage new IT work requests, routing them to the appropriate teams for action.

Provide direct supervision for the IT Specialists/Officers, including development of individual roles and responsibilities, and conducting annual performance appraisals with supervises. Maintain up-to-date inventory of IT equipment and software including maintenance of a backup of all software media and licenses. Maintain & monitor a log of backups and ensure that there is appropriate business continuity & information security, including provision of site back-up media at agreed schedules. Maintain and monitor the helpdesk system. Maintain and implement a schedule for preventative maintenance of all equipment. Coordinate with vendors on warranty claims. Maintain, track, and ensure implementation of service level agreements with vendors. Provide timely updates on systems administration and user support activities to the Senior Management. Supervise the regular testing of backups and ensure availability of appropriate platform for systems recovery. Maintain and monitor internet functionality and usage and liaise with ISPs to ensure restoration of service when there is degradation or downtime. Conduct monthly, quarterly, and annual requirements assessments and coordinate with the Deputy DFO in scheduling procurements. Assist in maintaining, implementation and ensuring compliance with the IT policy and procedures. Support installation and roll-out of web and computer-based project systems including SmartCare. Maintain a complete network and infrastructure documentation. Perform other duties as assigned.

Installing and configuring computer hardware operating systems and applications. Monitoring and maintaining computer systems and networks. Taking staff through a series of actions, either face-to-face or over the telephone, to help set up systems or resolve issues. Troubleshooting system and network problems and diagnosing and solving hardware or software faults. Replacing computer parts as required. Providing support, including procedural documentation and relevant reports. Following diagrams and written instructions to repair a fault or set up a system. Supporting the roll-out of new software/applications. Oversight of IT staff. Supporting the use of SmartCare in supported Health Facilities. Setting up new users’ accounts and profiles and dealing with password issues. Conducting electrical safety checks on computer equipment.

SmartCare Installation and troubleshooting in health facilities. Conducting capacity building / strengthening. Answer and screen the Helpdesk computer hotline, open calls, and maintain a database for use in trouble-shooting situations, ensuring that all calls are documented, and that problems or requests are addressed in a timely manner. Maintain operation logs of server, Internet up and down times. Administer and maintain the ZPCT II Local Area Network (LAN) to include assistance to Ministry of Health (MoH) facilities throughout Copperbelt Province. Installations of LANs in Health Facilities on the Copperbelt Province. Provide ZPCT II users with technical support relating to viruses and malware. Assist users with resetting passwords on the domain controller. Provide ZPCT II users with technical support related to Office and PC functions to include MS Office, Windows 10 Enterprise, and Dell Hardware. Perform software installations and updates on desktop and laptop computers. Repair and perform preventive maintenance of all ZPCT II I.T equipment in the field office and MoH facilities when applicable. Maintain confidentiality with regard to the information being processed, stored, or accessed by the network. Interact with other I.T staff to relate computer needs and requests, identify and coordinate in the implementation of actions / procedures to improve the performance of the network and obtain any necessary information and documentation to assist ZPCT II users with all computer related requests.

Administer SQL server 2000. Administer Servers for Mining modeling applications running on windows 2003 Server. Microsoft Exchange Server 2003 administration. Configure, administer and troubleshoot Active directory. Troubleshoot technical system servers’ performance by establishing performance baseline using the following tools e.g. systems monitor, event viewer, performance alerts and backup exec. Implement system upgrades, patches and updates to improve system features and performance. Employing information systems to maximize Plant availability while minimizing its downtime. Manage all the sections of the department and ensuring that they deliver good services to the clients and in the shortest time required. Research, Analyze, Design and Implement Management Information Systems that aid budget holders to make well informed decisions while avoiding over expenditure on their budgets.

Talk to the clients to find out the exact nature of a fault via phone or email. Make sure that all network resources are properly added to the domain. Determine source of computer problems (hardware, software, user access, etc.). Fix computer equipment, which could also include printers and scanners (peripherals). Serve as liaison between end users and the technology department to resolve issues. Perform hardware and software installations. Provide on-the-job training to new department staff members on how to use I.T applications. Attend to users’ I.T related problems. Generate monthly reports using ‘Crystal Reports’ Software. Install and setting up new equipment and upgrading existing systems. Record problems and their solutions for future reference.