Experience:
DATE : MAY 2021 – AUGUST 2022.
EMPLOYER : GERTRUDE’S CHILDREN’S HOSPITAL.
DEPARTMENT : IT SUPPORT / CUSTOMER SERVICE.
K E Y R E S P O N I S I B I L I T I E S
Helpdesk Support. - Respond to user inquiries and technical issues via various channels
such as phone, email, and ticketing system. - Diagnose and troubleshoot hardware,
software, and network problems to identify root causes and implement solutions. -
Provide step-by-step instructions and guidance to users to resolve issues
independently when possible.
Technical Issue Resolution. - Perform remote or on-site technical support as required,
ensuring minimal downtime for end-users. - Escalate complex issues to higher-level IT
staff or vendors, while maintaining ownership of the issue until it's resolved.
- Document all support interactions, troubleshooting steps, and solutions for future reference.
Hardware and Software Maintenance. - Install, configure, and maintain computer
systems, peripherals, and software applications. - Conduct regular updates, patches,
and software installations to ensure security and optimal performance. - Monitor and
manage user accounts, permissions, and access rights.
Network Support. - Assist in troubleshooting network connectivity issues, both wired
and wireless. - Support the setup and maintenance of network devices such as routers,
switches, and firewalls. - Collaborate with network administrators to ensure smooth
network operations.
User Training. - Conduct training sessions or create user guides to educate employees
on basic technology usage and best practices. - Help users understand and utilize
software applications efficiently.
IT Infrastructure Management. - Maintain inventory of hardware and software assets,
tracking their deployment and status. - Assist in the planning and implementation of
technology upgrades and migrations. - Contribute to the development and
documentation of IT policies and procedures.
Customer Service. - Provide exceptional customer service by addressing user needs in
a friendly, patient, and professional manner. - Keep users informed about the status of
ongoing technical issues and resolutions.
Education:
E D U C A T I O N
DATE : MAY 2019– DECEMBER 2021.
INSTITUTION : KCA UNIVERSITY
AWARD : DIPLOMA IN BUSINESS INFORMATION TECHNOLOGY.
Computer Networks and Management
Business Application Software
Database Management Systems
Computer Organization and Architecture
Internet Application
Programming
Cost Accounting
Communication skills
Principles of Marketing
Computer Application Software
DATE : 2015– 2018.
INSTITUTION : ST.CATHERINE’S NTHAGAIYA GIRLS HIGH SCHOOL
AWARD : KENYA CERTIFICATE OF SECONDARY EDUCATION
DATE : 2011– 2014.
INSTITUTION : KUBUKUBU PRIMARY SCHOOL.
AWARD : KENYA CERTIFICATE OF PRIMARY EDUCATION.
Skills:
Technical Skills.
Hardware Knowledge, Software Proficiency, Networking
Fundamentals, Remote Support Tools, Troubleshooting, Software Installation
and Updates, Security Awareness.
Communication Skills.
Clear Communication, Active Listening, Customer Service, Documentation.
Problem-Solving Abilities.
Analytical Thinking, Critical Thinking, Adaptability.
Time Management.
Efficiency.
Collaboration.
Teamwork, Interdepartmental Coordination.
Empathy and Patience.
Continuous Learning.
Technical Up-to-date, Self-Improvement, Adaptability, Flexibility
Organizational Skills.
Record Keeping, Inventory Management.
Stress Management.
Calm under Pressure.
Attention to Detail.
Thoroughness.
Interpersonal Skills.
Conflict Resolution, Building Rapport.
Additionally:
I am a Diploma Graduant who is Results- oriented and motivated professionally with a
proven track record in Business Information Technology, possessing a diverse skill set
encompassing Information and Communications Technology assistance, I am committed to
delivering exceptional outcomes, I thrive in fast- paced and challenging environments.
Seeking opportunities to leverage my expertise and drive in business success while
continuously expanding my knowledge and skill set.
