Michael Tyrone Katuramu

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mi***mu@gmail.com

About

IT Support Specialist with over 5 years of hands-on experience in systems administration and network management. Proven ability to install Wi-Fi networks, configure hardware, and troubleshoot network issues. Certified in HCIA-Security and CCNA, with expertise in Linux/Windows OS and database management.

Skills

Customer service
System administration
DevOps
IT
IT support skills like troubleshooting issues.
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Experience

Michael Tyrone Katuramu

Work experience

IT Support Associate at Swarm Business Hub

January, 2020 - July, 2024
Freelance

Technical Assistance
Help Desk Support: Respond to user inquiries and provide technical support via phone, email, or in-person.
Troubleshooting: Diagnose and resolve hardware, software, and network issues for end-users.
Installation and Configuration: Install, configure, and update computer systems, software applications, and peripherals.
System Maintenance
System Updates: Assist with the installation of updates, patches, and new software releases.
Hardware Maintenance: Perform routine maintenance and repairs on computers, printers, and other office equipment.
Backup and Recovery: Support backup procedures and help restore data when necessary.
User Training and Support
User Training: Provide training to users on new systems, applications, and best practices.
Documentation: Create and maintain user guides and documentation for IT procedures and solutions.
Network Support
Network Troubleshooting: Assist with network-related issues, including connectivity problems and access issues.
Wi-Fi and VPN Support: Help set up and maintain Wi-Fi networks and VPN connections for remote users.
Security Support
Security Protocols: Assist in implementing and maintaining security measures to protect data and systems.
Incident Response: Help respond to security incidents and breaches, following established protocols.
Inventory and Asset Management
Inventory Management: Track and manage IT assets, including hardware and software inventory.
Asset Deployment: Assist with the deployment and setup of new equipment and ensure proper disposal of outdated equipment.
Collaboration and Coordination
Team Collaboration: Work closely with other IT team members to ensure seamless support and share knowledge.
Vendor Coordination: Assist with coordinating with external vendors for repairs, purchases, and technical support.
Continuous Improvement
Feedback and Improvement: Gather user feedback and suggest improvements to IT services and support processes.
Learning and Development: Stay updated on the latest technology trends and continuously improve technical skills.
Reporting
Incident Reporting: Log and track support incidents and resolutions using help desk software.
Performance Metrics: Contribute to reports on IT support activities, including response times and resolution rates.

Michael Tyrone Katuramu

Work experience

Trainee at National Information Technology Authority-Uganda

September, 2018 - July, 2019
Fulltime

Conducted surveys for the Missing Links Project, identifying key areas for infrastructure improvement.
Pre-inspected internet connectivity infrastructure (NBI/EGI) in Kasese-Mpondwe for readiness and ensured network compliance with project objectives.
Connected 1000 sites (e.g., schools, hospitals, local governments) to the internet, facilitating enhanced digital access and communication.
Recorded site location coordinates and distances to existing NBI to streamline efficient planning for NBI/Fibre cable relocation works.
Received comprehensive training in OSP Fiber safety, termination connectors, termination splicing, fiber optics cables, and enclosures.
Inspected installation of civil works on the NBI (fiber cable) in Entebbe alongside the Infrastructure and Delivery Department team.
Participated in installing free Wi-Fi networks by setting up APs, switches, and UTP cables during the URA Tax Appreciation Week.
Installed Optical Network Units with the Networks Department team at Bwaise, coordinating with KCCA staff.
Documented meeting minutes for Directorate Technical Services and provided status updates on departmental activities.
Configured UMCS Outlook/mail based on organizational requirements and partook in e-government awards/expo launches.
Visited the NOC (Network Operation Centre) and Data Center facilities.
Received a six-month Google Cloud Mentorship through the Andela Learning Community and Google Africa Developer Scholarship.

Michael Tyrone Katuramu

Work experience

Trainee at Ministry of Information Communications Technology and National Guidance

May, 2017 - July, 2017
Fulltime

Maintained network performance through monitoring, analysis, and tuning; troubleshot network issues and escalated when required.
Securely managed network infrastructure including network access, monitoring, control, and evaluation; maintained thorough documentation.
Installed and configured new/existing servers and ICT equipment as per project and operational guidelines.
Diagnosed and resolved various computer software and operating system problems following organizational standards.
Conducted routine maintenance of network and database assets, including backups, log/event checks, and performance tests.
Managed information security by setting access permission levels, reviewing security logs, identifying, and reporting IT risks.
Performed daily system administration tasks: backup, equipment maintenance, monitoring, verifying system integrity, and log review.
Investigated and troubleshot IT issues efficiently, ensuring minimal downtime.
Kept MoICT management informed of technical irregularities, potential risks, or system failures.
Enhanced technical knowledge and experience in software and hardware, and obtained a certification in Linux and TCP/IP network essentials.
Developed skills in problem-solving and multitasking, effectively collaborating with colleagues from diverse backgrounds.
Provided technical guidance to students and staff, and improved capability for maintaining confidential information with high integrity.