Kevin Sonwa

1) Support & Backlog (L1 & L2)

- Ensure triage, diagnosis, resolution, and escalation of requests/incidents for the Europe/Africa region

- Prioritize according to impact/urgency and respect SLAs.

- Monitor and reduce MTTR; manage major incidents and coordinate stakeholders.

- Participate in handovers with relevant teams.

- IT Resort Infrastructure On-Call — Participate in the on-call system to ensure service continuity for Villages outside of business hours.

2) Documentation & Standards

- Keep CMDB Confluence, Visio diagrams, IP plans, and runbooks up to date; ensure compliance with network standards.

- Update repositories after each change and publish versions.

- Manage IP addressing and IPAM.

3) Partner Connectivity

- Orchestrate partner onboarding/offboarding, manage access (VPN, VLAN, SSID, FW rules), and ensure their supervision.

- Process connection requests, document and validate security rules.

- Quarterly review of access and rights; security & GDPR compliance.

4) Site Openings/Closures

- Prepare and execute the network playbook (accounts, monitoring, checklists).

- Plan and perform network SAT (Site Acceptance Tests).

- Produce the commissioning checklist and the rollback plan.

- Provide enhanced post-go-live support and handover to operational teams.

5) M&E (Meetings & Events)

- Qualify needs, dimension capacity, configure temporary resources, and provide support during the event.

- Configure temporary SSIDs, QoS (VoIP/video), and bandwidth reservations.

Technical Environment:

• Cisco LAN, Meraki Cloud

. switching and Routing (Cisco, Huwei, Nexans)

• Meraki WLAN, UCOPIA authentication servers, Cloudi-Fi

. Windows server 2019

• IPTV, TRIPLEPLAY digital signage, Samsung Magic Info

• Fortinet firewalls

Manage incidents (1st, 2nd) and supervise the IS. Migrate Hyper V virtual servers to Azure (50 servers). Manage the IT park (Installation, configuration, and maintenance). Install, configure, and maintain servers (Update, Backup, and Recovery). Create users and manage access rights (250 users). Document implemented processes and provide necessary training.

Implement a new DNS architecture. Deploy business applications and updates (50). Support and resolve technical problems (900 users). Installation and maintenance (hardware, OS, software, Printers, and Smartphones). Implement the Intune telephony server and Knox Security. Manage identities (IAM) and user account privileges (PAM). Write and maintain documentation.