James Amunga

Administer enterprise-level Windows Server 2019/2022 environments, including installation, configuration, patching, and upgrades.
Manage NAS storage infrastructure, perform regular backups, and oversee off-site disaster recovery replication.
Oversee user access management and conduct security audits.
Identify vulnerabilities, and implement preventive controls.
Monitor infrastructure health across CPU, memory, disk, and network utilization.
Analyze logs and apply configuration changes to optimize system performance and reliability.
Provide Tier 2/3 support for endpoint devices, network connectivity, and enterprise applications.
Mentor junior staff and ensure SLA compliance with minimal downtime.
Supervise and coach IT support staff, fostering a culture of continuous improvement and technical excellence.
Conduct training sessions to build team capacity in emerging technologies.
Manage vendor relationships and SLA contracts.
Advise on procurement of ICT assets, track, and ensure secure decommissioning of IT assets.
Collaborate with leadership on strategic IT initiatives.
Administer Microsoft Exchange and Microsoft 365.
Manage shared mailboxes, distribution lists, and groups.
Manage and deploy enterprise applications.
Track software licenses and ensure compliance with vendor agreements.
Log, track, and resolve incidents using ITSM platform.
Maintain detailed documentation of systems, configurations, and procedures.
Forecast infrastructure needs based on business growth and usage trends.
Deploy and manage antivirus, EDR, and DLP solutions.
Respond to security incidents and coordinate with the IT team.
Conduct vulnerability scans and remediate findings.

Provided first-line IT support through helpdesk, resolving network, hardware, and software issues.
Diagnosed and resolved desktop and network issues, including connectivity, software installations, and hardware repairs.
Led preventive maintenance programs for critical IT assets, reducing downtime by 25%.
Managed user training sessions for Office 365, Teams, and collaboration tools.
Monitored infrastructure health, identifying potential performance bottlenecks and recommending upgrades.
Coordinated with vendors to maintain SLA compliance and expedite issue resolution.

Delivered outstanding service to end-users, responding to support requests via phone, email, and chat.
Managed user accounts in Active Directory, including creating, updating, and troubleshooting user access rights.
Supported MS Office tools, MS Teams, and Office 365.
Installed, configured, and maintained IT hardware and software applications.
Proactively monitored network performance, identifying issues and liaising with vendors.
Conducted training sessions for staff, enhancing their IT proficiency.