Eric Koroma

• Manage and optimize the company’s IT infrastructure, ensuring high availability of business-critical systems and betting operations. • Design and maintain redundant internet connectivity using fiber and radio networks to ensure business continuity and minimize downtime. • Provide technical leadership and support to staff, including troubleshooting hardware, software, network, and system-related issues. • Conduct employee onboarding and training on IT systems, collaboration tools, and cybersecurity best practices. • Serve as the company’s IT advisor, recommending and implementing technology solutions to improve operational efficiency. • Lead the procurement and lifecycle management of IT assets, including laptops, printers, networking equipment, and software licenses. • Manage vendor relationships, ISP engagements, and technology service providers to ensure reliable service delivery. • Implement IT policies, security controls, and access management procedures to protect company systems and data. • Monitor network performance and system health, proactively resolving issues to maintain operational stability. • Support betting operations by ensuring reliable connectivity to gaming platforms, payment systems, and third-party integrations. • Collaborate with operations, finance, and compliance teams to support regulatory requirements and business objectives. • Maintain IT documentation, asset inventories, incident reports, and disaster recovery procedures. Key Achievement: • Successfully established and managed a resilient IT infrastructure environment that maintained near-continuous availability for gaming operations through redundant connectivity and proactive support.

• Receive customers' request for diverse technical solutions (DIA, MPLS, LAN, Access Control, CCTV, ITO, ERP, Microsoft 365, Sophos, Security solutions, Hardware & Software, etc.) from the Business Development Department (BDD) on Microsoft CRM. • Assign these tickets across my team members to work on the designs of these technical solutions • Collaborate with the Business Development Department and the Technical Teams to deliver optimal solutions that meets the pain points of clients. • Support the success of the Business Development Team by providing technical knowledge during the sales process. • Meet with clients prior to product delivery and help establish and clarify their specific business needs and technical requirements. • Collaborating with contractors, Field Engineers and Project Engineers to conduct Technical Site Surveys for LAN Infrastructure and Audit. • Work with the technical team and ensure delivery of demos, effective Proof of Concept (POC) and technical presentations to prospective customers. • Collaborate with the technical team to define, design, and detail the aspects and feasibility of proposed solutions. • Support the deployment of technical solutions. • Accurately communicate all technical specifications to customers. • Collaborate with other IT teams to identify and implement process improvements to enhance service delivery and customer satisfaction. • Work closely with the Supply Chain Team to get competitive commercials for Bill of Materials (BOM) from contractors and other ISP Partners like VDT, IPNX, KKontech, etc. • Preparing team's report and present it to management for board review. • Manage the process of work and ensure team remains compliant with the company's policies. • Representing my team in board meetings with top tier management • Appraise my team members performance for the quarter and submit to the COO • Bringing new ideas to improve the team's performance and improve productivity.

Collaborate with sales teams to understand customer requirements and propose appropriate Manage Engine solutions. Conduct product demonstrations and workshops to showcase the features and benefits of Manage Engine products such as AD Manager, AD Audit Plus, AD SelfService Plus, Recovery Manager, M365 Manager Plus and Endpoint Central. Deployment and implementation of Manage Engine solutions such as AD Manager, AD Audit Plus, AD SelfService Plus, Recovery Manager, M365 Manager Plus, and Endpoint Central for clients. Assist in the preparation of proposals and quotes, ensuring accuracy and alignment with customer needs. Provide technical expertise during the sales process, addressing customer inquiries and concerns. Work closely with product development teams to communicate customer feedback and contribute to product enhancements. Oversee clients project progress from kick-off to sign-off. Escalate product limitations to OEMs for correction.

Training clients on how to use ManageEngine solutions like the IAM (Identity Access Management), UEM (unified End Point Management), and the likes, for the easier and more efficient running of organization's day-to-day operations Deploying and full configuration of manageEngine solutions and integrations with the Azure AD to clients dedicated server. Performing POC (proof of concept) for clients. Doing demo and presentation for clients to be conversant with the solutions. Engaging in technical meetings with other senior technical experts and CTOs. Preparing technical reports on activities for specific periods (based on organization demand) Attending Exhibitions to teach the non tech savvy on the use and benefits of the solutions of manageEngine. Performing health check for clients. Troubleshooting and proffering solutions to clients' issues on the solution and more.

Installing and configuring of computer hardware, software, network and printers. Fixing common PC issues - defragmentation, computer management, RAM optimization, etc. Setting up account for new users. Information Technology Infrastructure Library (ITIL) service operations. Virtualization and cloud computing concept

●        Provided full administrative support to 5+ clients across e-commerce, coaching, and tech sectors ●        Managed executive calendars using Calendly + Google Workspace, scheduling 40+ client meetings per month ●        Handled email inboxes (filtering, drafting responses, flagging urgent items), maintaining zero missed follow-ups ●        Processed expense reports and created basic financial trackers in Google Sheets ●        Set up and maintained Trello boards for project tracking, improving task visibility for remote teams ●        Coordinated project timelines and deliverables using Trello + Slack, ensuring team alignment across time zones ●        Organized and transcribed meeting notes, action items, and client follow-ups ●        Managed data entry and database cleanup in Airtable / Google Sheets (1,000+ records) ●        Booked travel, accommodations, and itineraries for client business trips ●        Created SOPs and onboarding checklists for new virtual team members

Providing help desk assistance and technical support for critical issues affecting end users productivity. Creating accounts and issuing licenses to users on the active directory. Adding systems to domain and updating the firewall. Assigning work roles to users and renewing such roles upon request. Troubleshooting problems on staff's workstations System configuration and update Maintenance of the company's IT systems

Troubleshooting breakdown systems and perform preventive maintenance. Collaborating with team leads and other executives to direct workflow and support operations. Interpreting work under information and specifications to plan, schedule and complete jobs efficiently. Reviewed technical documentation to complete equipment maintenance and repairs. Partnered with facility management to successfully complete project within anticipated deadlines. Installation and configuration of hardware and software issues. Analyze call logs to spot trends and underlying issues. Offering technical support to staffs and troubleshoot system issues to ensure compliance