Eric Gaparayi Kolimbanza

Provide daily IT support for ~100 users, managing a fleet of Windows laptops/desktops (HP) and peripherals. Oversee device procurement, imaging, upgrades, and troubleshooting to ensure smooth operations.
Manage on-premises and cloud infrastructure including Windows Server 2019/2022, virtualization, and Microsoft 365 services. Perform regular data backups for both Microsoft 365 and on-site systems using Veeam, ensuring business continuity.
Administer Microsoft Intune (Endpoint Manager) and Azure Active Directory for device management and user identity/access, enforcing security policies across Windows 10/11 endpoints.
Maintain conference room AV and telephony systems (Teams meeting equipment, VoIP via Microsoft Teams), and ensure reliable network connectivity for remote and on-site users.
Implement and oversee cybersecurity measures: administer Fortinet and Sophos firewalls, manage anti-virus/anti-spam solutions, enforce MFA, and conduct security awareness activities (anti-phishing training, periodic recovery tests).
Coordinate with an external IT service partner (Computerland) for advanced support and projects, including patch management and infrastructure upgrades in line with best practices (ISO 27001 compliance).
Manage corporate IT resources: maintain DNS and domain registrations, update the company website (WordPress), and administer Microsoft 365 tenant settings (user accounts, licenses, distribution lists, Exchange/SharePoint permissions, and email signatures via Exclaimer).
Investigate and respond to security incidents and outages, performing root-cause analysis and remediation to prevent recurrence.

Served as the single point of contact (SPOC) for IT support in the Wallonia region, providing on-site and remote L1/L2 support to staff. Resolved hardware, software, and network issues for end-users across multiple locations.
Managed user accounts and access rights in Active Directory and Microsoft 365, including provisioning new users, assigning licenses and mailboxes, configuring SharePoint access, and setting up Teams Voice phone numbers for employees.
Maintained network and endpoint security: administered enterprise VPN and firewall solutions (Pulse Secure, Check Point), monitored network performance (Cisco Meraki), and oversaw endpoint protection (SentinelOne) to safeguard company systems and data.
Coordinated IT infrastructure projects and roll-outs, such as deploying new workstations and software, performing system upgrades, and ensuring minimal disruption to operations through careful planning and off-hours implementation.
Liaised with vendors and service providers to procure hardware and software, implementing cost-effective technology solutions, and documented IT procedures and asset inventories to improve knowledge sharing and ensure compliance.

Provided first-line technical support for Sodexo employees, addressing issues with Windows 10, Microsoft 365 applications, Citrix virtual desktops, and business software (SAP, BOB50, Gaptime).
Managed user onboarding and offboarding through Active Directory and Microsoft 365 admin center (account creation, license assignment, password resets), ensuring employees had appropriate access to systems.
Utilized Microsoft Intune and SCCM to deploy software updates and security patches to endpoints, maintaining system compliance and performance.
Handled VPN connectivity issues (FortiClient) and monitored batch job operations on servers, escalating complex issues to second-level teams when necessary.
Logged all support requests in the ticketing system for tracking and analysis, and created user guides/FAQ documents to help end-users resolve common issues independently.

Acted as the first point of contact for City of Brussels staff seeking IT assistance, resolving a wide range of incidents related to PCs, peripherals, network connectivity, and mobile devices.
Performed initial incident assessment and troubleshooting, logging details and solutions in the service desk system. Ensured timely resolution or escalation in line with defined SLAs.
Managed user accounts and permissions via Active Directory, and assigned Microsoft 365 licenses and resources (Exchange mailboxes, SharePoint access) for municipal employees.
Prepared and configured new computers for deployment using standardized images (SCCM), setting up workstations with required hardware (docking stations, printers) and software.
Supported remote work and telecommuting by configuring VPN access (GlobalProtect) and addressing connectivity issues, while monitoring network status through tools like SolarWinds.
Collaborated with senior IT staff on improving support processes and participated in city-wide IT projects (e.g. system upgrades and migrations) to enhance overall service delivery.

Delivered technical support in a high-volume call center environment for Telenet (telecom provider), assisting customers with internet connectivity, email, and telephony issues.
Diagnosed and resolved customer-reported problems ranging from network outages to configuration issues, ensuring a high first-call resolution rate and excellent customer satisfaction scores.
Escalated complex network or service problems to specialized teams and followed up to ensure closure, maintaining detailed records of each incident in the CRM/ticketing system.
Contributed to training new helpdesk staff and developing internal knowledge base articles and FAQ materials, improving team performance and service quality.