Joseph Ngwa

Incident Management: Monitor systems to identify and address performance issues reactively. Assist in the implementation of software and hardware upgrades, updates, and system solutions using Alteris and Aspen, in accordance with Holcim Group policies. Provide support to end-users through telephone, email, or in-person interactions, delivering courteous and efficient assistance while managing issues with appropriate urgency and priority. Product Installation: Perform routine installations and configurations following standard protocols. Conduct hands-on fixes at the desktop level, including installing and upgrading software, performing file backups, and configuring systems and applications as required. Operations and Maintenance: Manage user accounts within Active Directory, Gmail, and other applications. Oversee data backup and restore processes, ensuring data integrity and availability. Support Windows environments, virtual environments, and Storage Area Networks (SANs). Maintain and support backups, SAN, and related storage infrastructure. Manage and support Microsoft services such as DHCP, DNS, DFS, and others. Network Management: Ensure the efficient operation of network computing systems and enforce Holcim policy standards. Configure, implement, and monitor LAN and WAN equipment, including Cisco routers, access points, switches, and firewalls, to facilitate optimal traffic flow in line with Holcim Group recommendations. Design and update network diagrams with necessary IP address configurations. Additional Responsibilities: Coordinate with the Purchasing Department for procurement of new equipment and reception of deliveries. Assist with various IT projects as assigned. Perform other duties consistent with the scope and objectives of the position.

Led a four-person Information Technology (IT) department, overseeing a comprehensive range of technical operations and strategic initiatives, including: Providing hardware and software support for over 200 computers, 4 multi-function printers, and 3 servers. Managing the Local Area Network (LAN) using Cisco switches and routers. Deploying, managing, monitoring, and supporting Microsoft Active Directory, Group Policy, DNS, and DHCP services on Windows Server. Installing and maintaining Microsoft and Hyper-V servers, as well as Linux servers. Managing and supporting Azure cloud infrastructure, including Office 365, cloud storage, Azure Active Directory, and related services. Conducting capacity development training for staff to facilitate the adoption of new technologies. Assessing physical and technical security risks related to data, software, and hardware, implementing necessary updates and patches to mitigate vulnerabilities. Providing strategic advice on system management, policies, and the adoption of new technologies to institutional stakeholders.

• Supporting Windows Server Active Directory and Group Policy. • Providing computer end-user support • Providing support for the Local Area Network (LAN)

• Support Windows client computers (hardware and software maintenance) • Provide capacity development to staff through training • Teach basic technology and mathematics courses to adult