Hassan Sheriff

• Managed ICT infrastructure including VSAT and Orange/Africell Internet modems.
• Conducted VSAT maintenance and installation, including Meraki installation and configuration.
• Oversaw global ICT projects such as LMMS, Manage Engine (endpoint) Asset Management, Sun System for finance implementation, and operating system upgrades.
• Managed ticket queues, escalating issues to L1, L2, and L3 support levels.
• Developed and implemented Standard Operating Procedures (SOPs) for mWater, MOTS, MOTECH, CommCare, and CMAM DATABASE.
• Provided remote and onsite ICT support to multiple project locations, ensuring seamless operation of critical systems.
• Provide first-line support to customers or internal staff for hardware, software, network, and other ICT-related issues.
• Resolve issues related to operating systems (e.g., Windows, macOS, Linux), applications, network connectivity, email, printers, and other ICT systems.
• Diagnose and troubleshoot technical problems, guiding customers through the solution via phone, email, remote access, or in person.
• Ensure customer issues are handled efficiently and within service level agreements (SLAs).
• Respond to incoming support requests, logging and tracking them in a service management tool or ticketing system Service now
• Prioritize and escalate complex issues to higher-tier support or specialized technical teams as needed.
• Follow up with customers to ensure that their issues are resolved to satisfaction.
• Assist customers with the installation, setup, and configuration of hardware (e.g., computers, printers, mobile devices) and software (e.g., operating systems, applications, antivirus programs).
• Ensure all devices and software are functioning optimally after installation, including setting up email accounts, network connections, and user preferences.
• Assist with the creation, modification, and deletion of user accounts and access rights in enterprise systems.
• Help users reset passwords, unlock accounts, and configure user profiles.
• Troubleshoot and resolve network-related issues such as connectivity, VPN access, and Wi-Fi problems.
• Help customers configure network settings or resolve performance issues.
• Track and resolve incidents reported by users or systems, ensuring that they are logged, monitored, and resolved within the specified timeframe.
• Follow incident management best practices to ensure issues are documented properly, with clear descriptions and solutions.
• Provide training sessions to customers on how to use software applications, troubleshoot minor issues, and optimize their use of ICT systems.
• Create and update user manuals or help guides for end-users to help them resolve common issues independently.:
• Monitor IT systems, servers, and networks for any operational issues and report potential problems to senior ICT staff.
• Prepare reports on the number of tickets, resolutions, and common issues to help identify recurring problems or areas for improvement.
• Perform routine checks on ICT systems to ensure smooth operation and prevent potential issues.
• Run diagnostic tools to identify system weaknesses, hardware malfunctions, or software vulnerabilities.
• Suggest improvements in hardware, software, or processes to prevent future issues.
• Assist in the deployment of software updates, patches, or new releases to users’ systems.
• Ensure that users’ systems are up-to-date with the latest software versions to prevent vulnerabilities and enhance performance.
• Ensure customer satisfaction by providing clear and helpful responses, addressing concerns, and following up after issues are resolved.
• Gather customer feedback on support interactions and work with management to improve support

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• Experienced in handling global ICT projects, managing vendor relations, and ensuring optimal ICT operations. Proficient in managing support queues, escalating tickets to L1, L2, and L3 support levels, and working with standard operating procedures for critical ICT applications
• Delivered end-user training sessions on ICT systems and cybersecurity best practices.
• Implemented disaster recovery plans and conducted regular system backups.
• Collaborated with vendors and service providers to ensure optimal service delivery

• Awarded contract for network and hardware maintenance across multiple service centers.
• Provided expert-level VSAT installation and maintenance services.
• Configured network hardware using Meraki systems and ensured consistent system uptime.
• Conducted periodic ICT assessments and provided strategic recommendations for network improvements.
• Assisted in budget planning for ICT infrastructure upgrades and project implementations.
• Managed procurement processes for ICT equipment and services.
• Install, configure, and maintain local area networks (LAN), wide area networks (WAN), and wireless networks.
• Monitor network performance, including network traffic, and take corrective actions to resolve any issues (e.g., slow speeds, connectivity issues, etc.).
• Ensure network security by implementing firewalls, VPNs, and other cybersecurity measures.
• Troubleshoot and resolve any network-related issues in a timely manner.
• Set up and maintain computer hardware, servers, and peripherals (e.g., printers, scanners).
• Ensure hardware is properly maintained, repaired, or replaced as needed.
• Install and configure new hardware, including computers, networking devices (routers, switches), and storage devices.
• Provide technical support to users on network and hardware issues.
• Diagnose and troubleshoot network hardware or software failures and offer appropriate solutions.
• Respond to help desk requests, ensuring that user issues are resolved efficiently and effectively.
• Recommend upgrades and enhancements to improve network performance, reliability, and security.
• Conduct regular system and network updates, patches, and preventive maintenance.
• Manage backup processes and recovery systems to ensure data integrity and disaster recovery.
• Implement network security protocols and best practices to protect against cyber threats and data breaches.
• Monitor the network for potential vulnerabilities and perform security audits.
• Work to ensure compliance with any security regulations and policies set by the organization.
• Maintain comprehensive documentation of network configurations, hardware inventory, and maintenance schedules.
• Create reports on network performance, hardware status, and any issues or incidents.
• Keep records of all network upgrades, repairs, and troubleshooting processes.
• Work closely with other ICT teams, such as software developers, system administrators, and IT managers, to ensure smooth and effective operation of the overall ICT infrastructure.
• Collaborate with external vendors or contractors for the procurement or servicing of hardware.

• Supported UNICEF-funded projects with ICT equipment procurement and installation.
• Managed network infrastructure, server-based anti-virus software, and vendor relations
• Experienced in handling global ICT projects, managing vendor relations, and ensuring optimal ICT operations. Proficient in managing support queues, escalating tickets to L1, L2, and L3 support levels, and working with standard operating procedures for critical ICT applications
• Technical Expertise in ICT systems, networks, databases, and software applications.
• Experience in emergency response or working in health crises.
• Knowledge of disease surveillance and understanding the importance of real-time data during an outbreak.
• Problem-solving skills to quickly address ICT issues in a high-pressure environment.
• Strong communication skills, both technical (to liaise with experts) and non-technical (to communicate effectively with frontline workers).
• Set up and maintain communication systems, including internet, mobile networks, and radios, in affected regions.
• Ensure connectivity for healthcare providers, response teams, and local authorities to facilitate the exchange of real-time information.
• Manage the collection, storage, and analysis of data related to the outbreak (e.g., tracking cases, deaths, and contact tracing).
• Use software tools and databases to track Ebola cases, resources, and logistical needs.
• Implement and manage digital systems for monitoring the spread of the disease, tracking contacts, and reporting outbreaks.
• Help set up mobile apps or other ICT tools to allow health workers to report cases
• Train health professionals, response teams, and local government staff on the use of ICT tools and systems related to the Ebola response.
• Ensure that teams are properly equipped with the necessary digital tools to carry out their tasks.
• Ensure the security of sensitive data, particularly patient information, and respond to any potential cyber threats or breaches.
• Work closely with international health organizations (like WHO, CDC) to ensure smooth communication between various response units.
• Coordinate with local authorities and NGOs to ensure effective delivery of resources and assistance

• Assisted in Lotus Notes upgrades, network maintenance, and ICT asset management.
• Facilitated user training and maintained wireless and LAN network security
• Manage ICT infrastructure across Nimikoro Service Center, Gorama Cluster Office, Fiesole Cluster Office, Kamara APs, Sowa APs, and Lie APs.
• Provide first-line ICT support and troubleshooting for hardware, network, and software issues.
• Lead VSAT and Meraki installations, ensuring stable connectivity for base and remote offices.
• Manage ICT systems security, asset inventory, and optimize data/voice networks.
• Provide basic technical support to users, including troubleshooting hardware and software issues for staff and field workers.
• Assist with setting up and configuring computers, printers, phones, and other ICT-related equipment.
• Ensure that all ICT equipment is functioning correctly and help with repairs or replacements when needed
• Support the setup and maintenance of local area networks (LANs), wireless networks, and internet connectivity.
• Assist in ensuring network security and troubleshooting network issues like connectivity problems.
• Help monitor the network infrastructure for any potential issues.
• Assist in the management of software applications, such as data collection and management tools, that might be used in the field.
• Help with data entry, maintenance, and analysis tasks using database systems and other software programs.
• Support data backup procedures and ensure that data is stored securely.
• Help track and manage the inventory of ICT equipment, including computers, mobile devices, and networking hardware.
• Assist in the deployment of new equipment or replacement of outdated or faulty devices.
• Document ICT processes, system configurations, and support procedures.
• Maintain records of hardware and software issues and solutions, generating reports as needed.
• Help set up and maintain communication systems, including email, mobile phones, and communication software used by the team in Bo Base.
• Assist in setting up video conferencing or online meeting platforms for team communication.
• Provide support to colleagues or field staff in using new ICT tools or systems.
• Conduct training sessions for new software or devices that may be introduced to the team.
• Aid local staff in understanding and using ICT equipment effectively.
• Assist in the implementation of basic cybersecurity protocols, such as setting up firewalls, antivirus software, and encrypted data storage.
• Support the team in ensuring that all ICT systems are secure from external threats.
• Assist in specific ICT-related projects, such as setting up digital tools for field workers, coordinating with other teams, or gathering and reporting data.
• Help with the rollout of new initiatives or systems that improve communication, data collection, or operations.
• Depending on the nature of the organization, the ICT intern may be required to help support ICT systems in the field, assist with field data collection, or help troubleshoot systems during field visits.
• Be part of a team that provides hands-on support for ICT activities in the project area.