Ernest Mwangombe Mlati

As an IT Consultant at Elike Trade Mart, I ensure that every project we undertake for our clients is completed and delivered on time. Observing project organizations by monitoring timelines, assessing milestones, and highlighting possible challenges. This requires a wide range of skills and responsibilities, including supervising contractors, acting as the IT point of contact for events, conducting on-site training sessions, and collaborating with local technology service providers. I also get an understanding of our client’s system where I spearhead training and enablement initiatives for them on new software implementation, enhancing user proficiency and driving adoption rates by 30% through engaging, hands-on training sessions and comprehensive support resources.

As a Network Engineer at Darnov Technology, I played a key role in delivering reliable internet services to our clients. I ensured seamless network operations by managing critical infrastructure, providing responsive end-user support, and proactively maintaining network health. This included configuring and setting up NanoStations at client sites to establish and optimize connectivity and providing ongoing support to resolve all connectivity issues. My proactive approach to network maintenance further contributed to minimizing downtime and ensuring business continuity for our clients.

In my role as an IT Administrator, I excelled in managing and resolving escalation incidents, successfully coordinating with software and hardware vendors, and leading a project for Active Directory cleanup that resulted in a 15% reduction in costs. Supporting over 15,000 users globally on Windows 7, Windows 10, and Mac OS environments, I managed user accounts on Office 365 and Exchange server, ensuring seamless operations, and migration from Microsoft AD to a hybrid Azure AD environment. Fostered a strong collaboration with department team leaders and key stakeholders to enhance communication and streamline the decision-making process. My team initiated a group of early adopters in different departments to promote and facilitate the adoption of new software within the organization this team was involved with creating and verifying Knowledge Base articles, ensuring a smooth rollout of new software. I took charge of QA testing tasks, coordinated with vendors for training documents, and evaluated vendor software. I worked on identifying recurring issues and worked with the technical team to find solutions to fix them, handled the shift handovers to the overnight global team, ensuring smooth operations and proactive issue resolution.

I was part of a large-scale deployment project to modernize the ATM Core operating system, transitioning it from Windows XP to Windows 7 across the country’s bank ATMs, ensuring enhanced security and operation efficiency. This initiative modernized our ATM network and improved transaction speed, driving customer satisfaction and trust. I meticulously updated ATM card readers with EMV hardware and software and conducted proactive maintenance on Core hardware, swiftly replacing any malfunctioning components. Regularly visiting bank sites, I provided detailed performance reports and swiftly addressed any malfunctions or failures that arose on ATMs. Collaborating closely with bank staff, I implemented self-healing software to proactively resolve any issues with ATM functionality. Additionally, I expertly managed ATM rigging and skillfully set up network equipment and wiring before efficiently transporting them to bank sites and retail locations.

Our team significantly improved the SLA on ticket resolution from 70% to 98% for 2nd-line resolution. We ensured the correct installation and compatibility of the client’s proprietary software. Additionally, we provided support to over 15,000 users on Windows 7, Cisco VOIP, Avaya VOIP, and Mainframe Services globally. We managed clients' virtual sessions in the Citrix VDI platform and administered users' RSA tokens.

Our team was the first point of contact for all guests that arrived at the hotel. We were part of the guest experience team that upgraded the Hilton Post Oak hotel from a 3-diamond to a 4-diamond rating from AAA. I was tasked with supervising 5-15 valet parking employees and assigning their daily duties. This was done by forecasting the requirements needed on a day-to-day basis and delivering high-standard customer service during peak-time check-ins, check-outs, and large events hosted at the hotel.

Responsible for a wide range of residents and guests’ needs at the Dominion Post Oak Apartments. Ensured all things were running smoothly within the property and all requests for services and maintenance from the residents were recorded and assigned to the maintenance crew to work on them.

Responsible for in and out access to Park Towers office building which is an 18-floor high-rise property under contract with Whelan Security.

Handled sensitive and fragile medical equipment with care, following specific handling procedures to prevent damage. Prepared medical equipment for shipment, including proper packaging and labelling according to regulatory requirements. Kitted medical equipment and supplies for specific procedures or orders.