Alex Muse Nyongesa
ICT Infrastructure & Support Specialist | IT Governance & Compliance Expert
Nairobi
Summary
ICT Specialist with 9+ years of experience managing large-scale IT infrastructure, ICT support teams, and network security. Proven track record in optimizing system performance, enhancing IT security, and leading ICT policies for government and education sectors. Adept at mentoring teams and implementing compliance frameworks to align with international ICT standards.
Overview
11
11
years of professional experience
5
5
years of post-secondary education
6
6
Certifications
Work History
Senior ICT Support Officer
ICT Authority
Nairobi
11.2019 - Current
- Led ICT systems implementation for the Digital Literacy Program in primary schools, achieving 98% on-time delivery across departments
- Directed LAN/WAN network designs to support Digital Literacy Program, enhancing data sharing efficiency by 20% across school sites
- Strengthened database security and access controls, implementing a backup solution that achieved 99.9% uptime for the Digital Literacy Program's database
- Trained 50+ staff on ICT best practices, improving technical support response times by 25% and enhancing system reliability in primary schools
- Coordinated 100+ hardware/software upgrades, reducing system downtimes by 30% and improving primary school infrastructure performance
- Updated ICT policies to improve compliance with evolving tech standards, increasing policy adherence by 40% and enhancing data privacy in education initiatives
- Monitored performance metrics regularly, taking corrective actions as needed to maintain high levels of service excellence consistently.
- Facilitated seamless transitions during system upgrades or migrations through clear communication and user education efforts.
ICT Support Officer
ICT Authority
Nairobi, Nairobi Province
11.2017 - 11.2019
- Monitored timelines for ICT infrastructure projects, including network repair contracts, achieving 95% on-time milestone delivery
- Delivered technical support for digital literacy and network management projects, reducing issue resolution time by 30%
- Enforced ICT governance standards for all project implementations, ensuring 100% compliance with organizational policies and protocols
- Led stakeholder engagement sessions with local schools and partners, securing a 20% increase in project support for digital literacy programs
- Spearheaded 5+ innovation camps, mentoring 100+ participants, resulting in a 15% increase in ICT project readiness among attendees
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Improved customer satisfaction by addressing and resolving support issues promptly and professionally.
- Developed a comprehensive knowledge base, enabling faster response times for common support queries.
Assistant ICT Officer
ICT Authority
Nairobi, Nairobi Province
08.2016 - 09.2017
- Designed and implemented LAN systems for county offices and national hubs, increasing network reliability by 25% across 10+ sites
- Maintained ICT infrastructure for the Digital Literacy Program, optimizing system configurations to enhance security for 50+ school sites
- Performed monthly security assessments, leading to a 30% reduction in security incidents through recommended upgrades and protocols
- Mentored intern staff members, helping them develop their skills and advance in their careers.
- Coordinated with multiple agencies to streamline operations, enhancing overall response times during emergencies.
Graduate Trainee, Network Engineer
Ministry of Foreign and Diaspora Affairs
Nairobi, Nairobi Province
11.2015 - 08.2016
- Supported network design and troubleshooting for critical ICT systems, improving email and database uptime by 20%
- Contributed to ICT policy enhancements, aligning systems with international standards and boosting data compliance by 30%
- Conducted security assessments, identifying key vulnerabilities and recommending upgrades that reduced potential risks by 25%
- Streamlined ICT project documentation and reporting processes, reducing administrative delays by 15% and ensuring compliance with project standards
- Collaborated with technical teams on system installations, improving cross-departmental configuration efficiency by 10%
- Supported project teams with thorough research, contributing valuable insights that informed decision-making processes.
- Organized and maintained records.
- Worked in various departments to gain hands-on experience.
- Demonstrated adaptability by quickly adjusting to new tasks and responsibilities as needed during the trainee program.
ICT Support Officer
Kajiado Adventist Education and Rehabilitation Centre
Kajiado
05.2015 - 11.2015
- Monitored and maintained IT systems, troubleshooting hardware, software, and network issues for 50 staff within the organization.
- Assisted in preparing technical documentation, manuals, and reports
- Monitored employee and customer interactions to assess quality of service.
- Created, prepared, and delivered reports to various departments.
- Maintained detailed records of customer interactions, ensuring accurate information is available for future reference.
- Monitored performance metrics regularly, taking corrective actions as needed to maintain high levels of service excellence consistently.
- Contributed ideas for improving the support process during team meetings, resulting in significant workflow enhancements.
- Provided remote assistance to customers using screen sharing tools, ensuring efficient issue resolution.
- Developed a comprehensive knowledge base, enabling faster response times for common support queries.
Telecommunications Intern
Moi Teaching And Referral Hospital, M.T.R.H
Eldoret
01.2014 - 05.2014
- Set up equipment for employee use by properly installing cables, operating systems and appropriate software.
- Collaborated with engineers to optimize network performance, ensuring a stable and reliable communication system.
- Responded to service requests during and after business hours.
- Planned layouts and ran cable into buildings and through walls, attics, and crawl spaces.
- Diagnosed and resolved end-user network or local printer problems, PC hardware problems and mainframe, e-mail, internet and LAN access problems.
- Reduced equipment downtime by conducting regular maintenance and troubleshooting tasks for telecom devices ensuring 90% availability.
- Provided excellent customer service through prompt response to inquiries and efficient resolution of issues related to telecommunication services.
- Contributed to cost savings through diligent inventory management, reducing waste and optimizing resource allocation.
- Installed wiring, cabling and networking hardware on customer premises.
Education
Bachelor of Science - Telecommunication And Information Engineering
Dedan Kimathi University of Technology
Nyeri, Kenya 04.2010 - 05.2015
Skills
- Customer Relationship Management
- Teamwork and collaboration
- Routing & Switching (OSPF, BGP, IPv6)
- Network Security (Firewalls, VPNs, IDS/IPS)
- Project management
- Customer service understanding
- Cloud Networking (AWS, Azure)
- Network Performance Optimization
Hardware Upgrades & Troubleshooting Network Architecture (LAN/WAN/MPLS)
Work Planning and Prioritization
Certification
PRINCE2 Practitioner
Accomplishments
- Led ICT infrastructure deployment for the Digital Superhighway project (2023–2025), improving nationwide connectivity and digital access.
- Managed Last Mile sites and Backbone network expansion, ensuring 99.9% uptime for critical government systems.
- Oversaw Digital Literacy Program (2016–2020), successfully implementing ICT solutions across 50+ schools, enhancing digital education.
- Directed network expansion under NOFBI 2E (2017–2021), improving broadband access for government offices and public institutions.
- Developed and enforced ICT policies, increasing regulatory compliance by 40% across multiple digital projects.
Timeline
Senior ICT Support Officer
ICT Authority
11.2019 - Current
ICT Support Officer
ICT Authority
11.2017 - 11.2019
Assistant ICT Officer
ICT Authority
08.2016 - 09.2017
Graduate Trainee, Network Engineer
Ministry of Foreign and Diaspora Affairs
11.2015 - 08.2016
ICT Support Officer
Kajiado Adventist Education and Rehabilitation Centre
05.2015 - 11.2015
Telecommunications Intern
Moi Teaching And Referral Hospital, M.T.R.H
01.2014 - 05.2014
Bachelor of Science - Telecommunication And Information Engineering
Dedan Kimathi University of Technology
04.2010 - 05.2015
PRINCE2 Practitioner
Cisco Certified Network Associate (CCNA)
Huawei Certified Network Associate (Datacom, Security, WLAN)
Supervisory Skills
Project Report Writing Skills
Certified Ethical Hacker (CEH)
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