Ivandro Mabjaia

Responsible for managing and coordinating 24/7 NOC operations, ensuring network availability, service stability, and compliance with SLA requirements. Experienced in incident management, network monitoring, troubleshooting coordination, escalation handling, and leading technical support teams in fast-paced telecommunications environments. Focused on operational efficiency, service quality, process improvement, and maintaining high levels of customer satisfaction

• Identify the urgency level for incident resolution; • Follow up on all incidents until resolution is achieved; • Technical Support to MSP (Managed Service Provider), ISP (Internet Service Provider), and Cilix Head Office (Active Directory, File Server, Printer Server, Antivirus, End Point Security, Microsoft Office 365); • Microsoft Office 365 (User Account Management, Application and License Administration, Technical Support, Updates and Maintenance, etc.); • ISP/Datacenter Network and Infrastructure (Proactive monitoring of network equipment, services, and servers using a combination of tools to ensure high availability and SLA compliance).

• Manage Active Directory Infrastructure (User and Group Administration, Group Policy Objects (GPO), Integration with Other Services, Backup and Recovery, Monitoring and Performance); • Maintain accurate and up-to-date documentation of support procedures, IT policies, hardware and software inventory, and other relevant information to ensure operational efficiency and compliance; • Incident and Ticket Management (Record, track, and document support incidents in a ticket management system, ensuring that all requests are handled in a timely and effective manner); • Installation and Configuration of Hardware and Software;