Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

John Bwewusa

Brisbane,QLD

Summary

Professional with strong background in IT support and technical troubleshooting. Skilled in diagnosing and resolving hardware and software issues, managing networks, and providing exceptional customer service. Known for effective team collaboration, adaptability, and delivering results in fast-paced environments. Proficient in various operating systems, network configurations, and IT service management tools. Reliable and flexible, ensuring seamless IT operations and user satisfaction.

Overview

10
10
years of professional experience

Work History

IT Support Technician

Lifecycle Plus
11.2024 - Current


  • Provide technical support to overall employees,
    troubleshooting hardware, software, and network
    issues to ensure minimal downtime.
  • Manage and maintain Active Directory user
    accounts, including creating, updating, and
    deactivating accounts.
  • Collaborate with the IT team to deploy software
    updates and patches across the organization,
    reducing security vulnerabilities.
  • Perform routine maintenance and upgrades on
    servers and network equipment, ensuring optimal
    performance and reliability.
  • Utilize ServiceNow to track, prioritize, and resolve
    support tickets.

IT Support Specialist

CT Iworkforce Management
01.2023 - 11.2024
  • Diagnosed and resolved issues related to computer
    hardware, software, and peripherals.
  • Assisted in the setup and configuration of new
    workstations, including the installation of necessary
    software and peripherals.
  • Conducted training sessions for end-users on
    software applications, improving productivity and
    reducing support requests.
  • Maintained detailed documentation of all support
    education.
  • Managed high levels of call flow and responded to technical support needs.

Networking and IT Support

St.Lawrence University
08.2015 - 05.2022
  • Installing, configuring, and maintaining desktops, laptops, and computer lab equipment.
  • Designing, implementing and maintaining Microsoft exchange.
  • Assisting students and lecturers with technical issues.
  • Monitoring and maintaining network connectivity within the lab.
  • Managing and escalating recurring issues to the IT department management.
  • Documenting computer lab policies and procedures for students and staff.
  • Training staff on using various IT equipment and technologies.


Education

Master of Science - Information Technology

James Cook University
QLD
10-2024

Bachelor of Science - Information Technology

Makerere University
Kampala, Uganda.
03-2014

Skills

  • Hardware installation
  • Remote desktop support
  • Operating system support
  • Help desk support
  • Active Directory management
  • End-user training
  • Technical support
  • Using ServiceNow and JIRA
  • Technical troubleshooting
  • Support compliance with policies
  • Documenting and tracking IT assets
  • Verbal and written communication

Accomplishments

  • Increased number of resolved job tickets by 90% over previous year, reflecting greater efficiency.
  • Trained and led technical support teams of more than 760 students,demonstrating leadership and technical proficiency,
  • Developed and documented a standardized onboarding checklist for new users, reducing setup time by 30% and ensuring a smoother transition.

Timeline

IT Support Technician

Lifecycle Plus
11.2024 - Current

IT Support Specialist

CT Iworkforce Management
01.2023 - 11.2024

Networking and IT Support

St.Lawrence University
08.2015 - 05.2022

Master of Science - Information Technology

James Cook University

Bachelor of Science - Information Technology

Makerere University

Similar Profiles

CREATE PROFILE
John Bwewusa