Fanka Msadu

IT support professional with over ten years of experience in Service Desk operations, Network Operations Centre (NOC) environments, and customer-focused technical support. Proven expertise in incident management, system monitoring, SLA compliance, and customer satisfaction. Skilled in Second Line Support, Microsoft environments, infrastructure monitoring, and enterprise client support across multiple industries.

Known for strong communication skills, service-driven mindset, incident ownership, and ability to work effectively in 24/7 operational environments.

Second Line Support Consultant

• Manage incidents from initial logging through resolution or escalation
• Administer user accounts
• Troubleshoot technical issues
• Provide after-hours support to ensure service continuity
• Take ownership of every incident
• Maintain accurate documentation
• Keep users informed throughout the support process

Network Operations Centre Manager / NOC Operator - eTV

Worked within a 24/7 operational environment, monitoring critical systems and coordinating incident responses.

• Monitored critical systems
• Coordinated incident responses
• Ensured effective shift handovers
• Managed technical escalations
• Maintained service availability while adhering to strict operational procedures
• Ensured compliance with service level agreements

ICT Solutions Engineer

• Supported Microsoft 365 migrations
• Active Directory administration
• Exchange Online support
• Infrastructure monitoring
• Vendor coordination
• Reporting
• IT operations support