JACKSON BAKUMBA MBASHA

ICT Task:

• In collaboration with the ISS at coordination deliver ICT training sessions for ICT Officers and Logistics staff in the Field.
• Using ELIXIR Partial, assign tickets to appropriate ICT team members and manage incidents, problems, and user requests.
• Escalate complex technical issues to third-level support and track their resolution.
• Participate in and advocate for configuration management of ICT devices.
• Contribute to the preparation and upkeep of Mission technical Policies, guidelines, ensuring they are fully implemented and follow in the mission.
• Establish a mentoring relationship with Information System Specialist to provide technical guidance.
• Assist in the deployment and maintenance of MSF and third-party applications, along with configuring and deploying terminals such as PCs and smartphones.
• Address user requests and assist in troubleshooting hardware and software issues.
Alongi>along with Log Coordinator Provide support in the recruitment process for ICT and ISS-related roles when required.
• Maintain logs of identified software or hardware issues and document their resolution within your scope.
• Foster effective collaboration with Information System Specialist, Logistics personnel in the field, and members of the logistics department’s HQ.
• Plan and conduct project visits as required to support ICT and logs.

OTHER Log Task:

• Being the final responsible at mission level for the supervision and monitoring of the technicality of any work in the field of expertise, ensuring that the works are done following MSF protocols, national policies and state regulations and project specifications.
• Validating the technicality of the projects in the mission, participating in the project design and development and ensuring that technical aspects and the compliance with the local legislation and practices in the area of expertise (including timing, financial, materials, equipment and human resources needed) are met
• Training/coaching managers at project level in in the technical and integration aspect of the project
• Following up and reporting on the works' progress and on technical aspects of the work, participating in monthly reports at coordination level according to guidelines (SitRep, Logistics Statistical Report, etc.)
• Planning and supervising, in close coordination with the HR Co, the associated processes (recruitment, training/induction, evaluation, potential detection, development and communication) of the staff under his/her hierarchical supervision in order to ensure both the sizing and the amount of knowledge required

• Provide advanced troubleshooting and administration support for Microsoft operating systems.
• Manage and configure Fortinet system, Synology, and Win Servers systems.
• using the Bar code inventory management tool to track and manage ICT assets, support the implementation of Intune to effectively manage the IT services
• provide mission support on the HF/VHF systems, WiMAX, fiber optics, and VSAT Technology.
• In collaboration with the ICT advisors in Amsterdam in the implementation of the ICT system in the National Office and Projects, according to MSF-Holland standards;
• Administer networks and ensure security through firewalls, internet proxies, load balancing, VPN solutions, and application security measures
• Adapting and ensuring compliance of general IT and Telecom policies, guidelines, and documents in order to meet mission’s specific needs, as well as ensuring their implementation to enable the development of the mission in perfect working conditions upon validation from the Logistics Coordinator;
• Perform PC hardware installation, configuration, and maintenance
• Preparing and collaborating in the establishment of the annual budget of the IT and Telecom families. Providing his/her technical expertise in the local purchase process. Preparing all technical content related to national tenders for IT and Telecom deployment and participating in the selection;
• Supervising, implementing and improving data security protocols (data saving, firewall, user access right, backup, equipment and software security, etc.) to ensure data security, availability, and immediate operational recovery and continuity in case of emergency [in case ICT (Information and Communications Technology) Supervisor(s) is/are not present in the project/mission];
• Supervising, leading and delegating tasks to the ICT Supervisor(s). Participating in the recruitment process with the support of the HR Department, the Logistics Coordinator and the HQ Technical Referent(s);
• Providing technical support and presenting MSF standards, policies, protocols and procedures to all users. Providing advanced technical support to logistics experts dealing with IT and Telecom systems. When needed, liaise with HQ Technical Referent(s) for 2nd line support, as well as with external providers, to ensure any incidents or problems that cannot be solved at the mission level are appropriately escalated;
• Providing educational support (briefing, training and support, etc.) to all users. Providing advanced educational support (briefing, training and support, etc.) to logistics experts dealing with IT and Telecom systems;
• Following up, participating in regular reports at coordination level in accordance with MSF guidelines and reporting on the work’s progress and on all IT and Telecom technical aspects of the work. Updating and archiving all user and ICT related documentation due to changes in the IT and Telecom infrastructures;
• Planning, preparing and reporting the visits to the site(s) under his/her responsibility to ensure the preceding points;
• Performing any other tasks specific to his/her area of specialty, as defined in his/her job description and according to the line manager.
• Train and Support mission ICT at project level on ICT task when needed.
• conduct pedagogy training to end users in related to all ICT software and Hardware.

• Strengthened network security through implementation of advanced firewalls and intrusion detection.
• Configuration and deployment of networks (LAN, WAN, WLAN) by monitoring computer network using the platform (Ubiquity and Cisco Meraki).
• Management of Office 365 of the mission
• Maintain ClearOS Server, and Ensure Back-Up every 15 days for all users’ data, and for Server in Place.
• Mitigated risks through thorough assessments of new technologies, while prioritizing compliance and data security.
• Induce new staff integrating MercyCorps, on the use of IT tools according to MercyCorps norms and standards
• Proactively monitored server health to minimize system downtime and tackle issues early.
• Provide technical support by troubleshooting and maintaining computer equipment at the Software and Hardware level.
• Management of the VHF and HF system by ensuring the programming and proper functioning of the communication system
Managementgement of local and wireless local networks ensures security of IT system in place
• Trained junior staff members in various IT procedures and protocols, fostering a culture of continuous learning within the organization.
• Implemented a centralized helpdesk system to efficiently address user inquiries and concerns.
• Installation and Configuration of Thuraya satellite communication (Dock Station)
• Train users on the use of office 365 tools (SharePoint, OneDrive, Note etc.)

• Be a focal key on using the ticket tool BMC Remedy for statics of login ticket.
• Update the inventory listing of property on all new deliveries in BMC
• Coordinate with helpdesk onsite services calls for equipment installation and maintenance as needed
• Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
• Monitoring and Maintain IT systems and the IT network in the organization. Including the installation and configuration of the computer system by providing a solution on the Hardware / Software
• Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
• Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
• Ensure that appropriate technical support is given to users locate in each country via Office 365 or telephone, and a user satisfaction is record if issue is resolve. Transfer to the second line support a ticket if no resolution is not find in the first line support
• Management of the MBC Remedy system (followed by ticket numbers ensuring their resolution)
• Ensure the proper use of the ICT services and equipment in place - Responsible for protecting computers, networks and data from threats, such as security breaches, computer viruses or attacks by cyber criminals.
• Conducted root-cause analysis for recurring technical problems, developing long-term solutions to prevent future occurrences.
• Extended analysis to assist technology team efforts to escalate and resolve issues.
• Reduced call wait times by implementing effective time management techniques during high-volume periods.
• Demonstrates outstanding verbal and written communication abilities in various contexts, while supporting remote users
• Demonstrated respect, friendliness and willingness to help wherever needed.