Yokolamu Balyegisawa

Owned IT strategy and managed infrastructure while ensuring compliance with NIST CSF and ISO-related standards. Supported hybrid on-premises and cloud environments for all staff operations, including connectivity improvements and server/Active Directory administration. Led a 300+ user email migration with no reported data loss and created backup and disaster recovery plans. Managed vendors and ISP contracts and delivered staff IT training focused on security awareness.

Provided end-to-end technical support for users, handling complex issues across hardware, software, routing, LAN/WAN configuration, and VPN connectivity. Administered Office 365 (Exchange, Teams, and user provisioning) and managed Windows Server services including DHCP, DNS, and file shares. Automated identity/directory administration tasks using PowerShell, supported onboarding/offboarding, and managed mobile device access via Intune. Maintained Symantec backups and improved first-call resolution through structured ticket troubleshooting for DNS/DHCP and firewall problems.

Delivered remote and on-site IT support, resolving identity and access issues such as password resets and MFA/SSO-related troubleshooting. Supported Office 365 services (mailbox handling, OneDrive troubleshooting, and Teams setup) and assisted with Cisco VoIP and Teams phone integrations. Performed desktop/laptop hardware setup and diagnostics, imaging, and replacements, and documented solutions/SOPs to improve team knowledge. Resolved a daily volume of support tickets while maintaining clear communication with users and minimizing downtime.