David Mulumba
IT Specialist Analyst
Dublin
Summary
An accomplished Senior IT Engineer with 10+ years of experience in providing expert-level IT support Analyst and managing End-User Computing (EUC) environments. Proven expertise in delivering technical solutions, leading IT teams, and overseeing complex infrastructure projects in both remote and hybrid seeings. Adept at optimizing IT operations, implementing policies, and ensuring high performance of systems and teams. Client-oriented Support Executive experienced in solving and diagnosing customer questions and queries. Reports frequent and consistent problems and follows up with other departments to guarantee problem resolution. Delivers comprehensive reports to assess customer satisfaction with products and services.
Overview
11
11
years of professional experience
Work History
IT Support Executive Specialist
Bupa Global
Dublin
04.2019 - 01.2025
- Delivered high-level IT support for Bupa Global's operations, managing both on-site and remote teams in troubleshooting and resolving complex technical issues.
- Supported the deployment and configuration of hardware and software, ensuring compliance with corporate policies and security standards.
- Led IT projects for system upgrades, including planning, resource allocation, and execution, improving service delivery timelines and minimizing downtime.
- Monitored system performance, proactively identifying and resolving potential issues before they impacted business operations.
- Played a pivotal role in the hybrid work transformation by supporting remote access solutions, implementing VPNs, and streamlining the use of cloud-based collaboration tools.
- Managed IT asset inventories, coordinating with procurement to ensure timely replacement and upgrade of equipment.
IT Specialist - EUC Team
GARDA Siochana
Dublin
03.2023 - 03.2024
- Led the management and troubleshooting of End-User Computing (EUC) systems, providing advanced remote technical support to Garda personnel.
- Spearheaded the deployment and upgrades of key applications, enhancing overall system performance and user productivity.
- Collaborated with internal teams to implement security patches, application updates, and system improvements, ensuring seamless IT service delivery.
- Developed comprehensive documentation of processes, policies, and troubleshooting guides for the EUC team, improving efficiency and knowledge sharing.
- Managed escalated IT issues and coordinated with external vendors for hardware/software repairs and upgrades.
Technical Support Analyst
Baxter Healthcare
Dublin
03.2018 - 04.2019
- Provided technical support to Baxter Healthcare's global network, diagnosing and resolving hardware, software, and network issues for end-users.
- Assisted with the rollout of new IT systems, providing training and onboarding support to employees for new tools and applications.
- Conducted root cause analysis on recurring IT issues, contributing to the creation of long-term fixes and process improvements.
- Monitored and maintained healthcare systems, ensuring compliance with regulatory standards and healthcare IT protocols.
- Supported the IT infrastructure team in data backup and recovery processes, ensuring data integrity and availability during system outages.
Education
Level 7 Diploma - in Networking & Systems Security
High School Diploma -
Ballyfermot College of Further Education
Ballyfermot 09.2013 - 11.2014
Skills
- End-User Computing (EUC) support and management
- Documentation skills
- Microsoft office expertise
- Attention to detail
- Staff training
- Hardware deployment
- Technical support
- User training
- Cybersecurity measures
- Network troubleshooting
- System administration
- IT infrastructure and network management
- Leadership and team management
- Remote and hybrid IT support
- IT project management and execution
- System performance optimization
- Troubleshooting hardware, software, and network issues
- IT security and compliance
- IT asset management and procurement
- Cloud technologies (Azure, AWS)
- ITIL framework expertise
- Windows Server
- Active Directory
- Powershell
- Network infrastructure management
- Proficient in A network management
- Studying for ISC2 Cybersecurity certification
- ITIL 4 Foundation Knowledge (Preparing for Exam)
- SQL Beginner Level
- VMware vSphere and Horizon packaging
- Technical support understanding
References
Available upon request
It Project Highlights
- EUC Optimization for Garda Siochana, 03/01/23 - 03/31/24, Led the successful deployment of a new EUC system for remote Garda personnel, reducing incident resolution times by 25% and enhancing user productivity.
- Hybrid Work Transformation for Bupa Global, 2020 - 2021, Played a key role in transitioning 80% of Bupa Global's workforce to a hybrid working model by implementing remote access solutions and optimizing cloud collaboration tools.
- IT System Upgrade and User Training at Baxter Healthcare, 2018, Managed a smooth transition for 200+ users to a new system by providing technical training and support, ensuring zero operational downtime during the upgrade process.
It Software Key Skills
- Windows Server
- Active Directory
- Powershell
- Networking & Cabling
- A+ Network (advanced)
- ISC2 Cyber security (preparing for Exam)
- ITIL 4 Foundation Knowledge (Preparing for Exam)
- SQL Beginner Level
- VMware packaging i.e. vSphere; Horizon
- ServiceNow
- Salesforce
- Genesys Cloud telephony
- Power BI
Languages
English
Native language
French
Proficient (C2)
C2
German
Proficient (C2)
C2
Certification
Salesforce certificate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Specialist - EUC Team
GARDA Siochana
03.2023 - 03.2024
IT Support Executive Specialist
Bupa Global
04.2019 - 01.2025
Technical Support Analyst
Baxter Healthcare
03.2018 - 04.2019
High School Diploma -
Ballyfermot College of Further Education
09.2013 - 11.2014
Level 7 Diploma - in Networking & Systems Security
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