Cruise Williams

Results-driven ICT professional with over 3 years of experience supporting enterprise technology environments and ensuring high availability of critical IT infrastructure. Demonstrated expertise in incident management, server administration, user access governance, and vendor coordination to maintain secure and efficient ICT operations. Proven track record of improving service delivery performance through structured processes, proactive system monitoring, and effective user support.

IT Support Specialist - Fiscal Harmony

(2024-09)

• Led the implementation of system changes for virtual fiscalization solutions, integrating them with diverse client accounting systems to ensure full regulatory compliance.
• Provide ICT support to 100+ internal and client users, resolving technical incidents through structured ticketing systems.
• Achieved 95%+ incident resolution within SLA timelines through proactive monitoring and escalation.
• Developed and maintained comprehensive onboarding manuals and system documentation, establishing clear standards and procedures for new employees and system users.
• Administer user permissions and access reviews across multiple systems ensuring full compliance with IT security policies.
• Support server monitoring and backup verification processes reducing risk of data loss.
• Managed off-hours incident response, utilizing remote tools to perform data backups and support disaster recovery protocols.
• Developed onboarding manuals and IT documentation reducing repetitive support queries by approximately 30%.
• Coordinate with vendors on ICT procurement, maintenance, and support, improving service turnaround time.

Systems Support Engineer - Whelson Transport Division

(2023-04 - 2024-08)

• Managed ICT support operations across multiple branches (DRC, Zambia, Mozambique) and operational sites, ensuring high system availability.
• Administered Windows Server environment including user account provisioning for 150+ users.
• Installed and configured operating systems and applications on 80+ devices annually.
• Reduced recurring network downtime incidents by 20% through proactive troubleshooting and maintenance routines.
• Maintained ICT asset inventory and coordinated vendor servicing improving asset lifecycle management.
• Delivered structured IT training sessions improving staff system usage efficiency and reducing support tickets.
• Supported CCTV infrastructure troubleshooting and maintenance enhancing site security reliability.
• Participated in IT asset audits improving inventory accuracy and accountability.
• Assisted in rollout of software updates and security patches across organisational devices improving endpoint security posture.

ICT Technician - Chartered Institute of Risk and Security Management

(2021-03 - 2022-06)

• Supported printer and peripheral device configuration reducing user productivity disruptions.
• Installed and configured network devices including switches and wireless access points improving office connectivity coverage.
• Provided daily ICT support for 50+ staff members, ensuring timely resolution of hardware and software incidents.
• Monitored network performance and reported anomalies to senior IT staff for timely intervention.
• Conducted routine software installations and updates ensuring systems remained secure and functional.
• Maintained ICT equipment records and assisted in procurement documentation processes.
• Conducted routine maintenance improving device performance and reducing failure rates.
• Assisted in implementing database backup procedures strengthening organisational disaster recovery readiness.
• Supported website updates and user training initiatives improving digital system adoption.
• Developed knowledge base resources that improved first-line issue resolution.

Honors Degree - Computer Science (2022)