ATINDA JAMES
Summary
A dedicated and adaptable IT Support Specialist and Administrator with proven expertise in providing comprehensive technical assistance and managing critical IT infrastructure for global non-profit organizations. Experienced in cloud migration, multi-location user support, and staff training. Highly accomplished in architecting, managing, and optimizing diverse IT environments, specializing in educational technology and robust digital security. Key skills include end-to-end website development, LMS implementation, and ensuring resilient network security, significantly enhancing organizational efficiency and data integrity.
Overview
12
12
years of professional experience
Work History
IT Support Specialist
Brainybay International Schools
01.2025 - Current
- Successfully launched and maintained a new, highly responsive organizational website, significantly enhancing online presence and communication channels.
- Orchestrated a seamless transition to Canvas LMS, dramatically improving the digital learning experience for over 162 students and 18 tutors members.
- Implemented advanced cybersecurity measures, resulting in a 36% reduction in security incidents in our data centers and robust protection of critical data.
- Streamlined Google Workspace operations, leading to demonstrable improvements in cross-departmental collaboration and overall productivity.
- Integrated modern cloud and automation practices, laying the groundwork for more scalable and resilient IT services.
Assistant ICT Coordinator
Centre for Research, Training and Publications
11.2022 - 12.2024
- Spearheaded the IT strategy and operations for the Centre for Research, Training and Publications, aligning technological solutions with departmental goals.
- Designed and developed specialized digital tools and platforms to enhance research capabilities and streamline publication processes.
- Managed IT projects from conception to completion, ensuring timely delivery and adherence to quality standards.
- Developed and implemented a sophisticated conflict heatmap for research analysis, providing intuitive visual insights into complex data sets.
- Designed, built, and maintained the journals platform for 'Hekima Review,' facilitating online submission, peer review, and publication of academic journals.
- Ensured the security, stability, and user-friendliness of all developed platforms.
- Led the successful implementation of a comprehensive paperless system for the entire institute, significantly reducing paper consumption and improving operational efficiency.
- Managed the migration of existing data and workflows to digital formats, providing training and support to staff during the transition.
- Optimized digital document management and archival systems.
- Managed and maintained the entire network infrastructure dedicated to all students, ensuring high-speed, reliable, and secure internet access.
- Implemented network monitoring tools to proactively identify and resolve connectivity issues.
- Provided technical support and guidance to students regarding network access and IT resources.
- Developed and enforced network usage policies to ensure fair and secure access for the student body.
- Successfully developed and deployed a unique conflict heatmap, providing researchers with a powerful tool for data analysis and visualization.
- Established and launched the 'Hekima Review' journals platform, significantly enhancing the institute's capacity for online scholarly publishing and global dissemination.
- Orchestrated the institute-wide transition to a paperless system, leading to a substantial reduction in operational costs and environmental impact, while increasing efficiency.
- Ensured seamless and secure network connectivity for all students, critical for their academic and research activities.
IT Support Specialist
Journalist for Justice (JFJ Kenya)
07.2020 - 09.2022
- Led the planning, implementation, and successful migration of all organizational websites and email systems to Microsoft 365.
- Configured and managed Microsoft 365 services, including Exchange Online, SharePoint, OneDrive, and Teams, ensuring seamless transition and optimal performance.
- Provided post-migration support and resolved any issues related to the new cloud environment.
- Provided comprehensive IT support to all staff members across various locations, including offices in Africa and The Hague.
- Diagnosed and resolved hardware, software, network, and application issues remotely and on-site.
- Managed helpdesk tickets, prioritizing and escalating issues as necessary to ensure minimal disruption to operations.
- Maintained detailed records of support requests and resolutions.
- Developed and delivered IT training sessions for new and existing staff on various software applications, IT policies, and best practices.
- Facilitated the IT onboarding process for new employees, ensuring they had necessary access and equipment from day one.
- Created user-friendly documentation and guides for common IT procedures and troubleshooting.
- Implemented and maintained security measures for all JFJ web assets, including websites and online platforms, to protect against cyber threats and data breaches.
- Conducted regular security audits, vulnerability assessments, and ensured compliance with data protection regulations.
- Managed domain registrations, SSL certificates, and web hosting services.
- Managed and maintained all official social media handles for Journalist for Justice, ensuring consistent branding and timely content updates.
- Monitored social media channels for engagement, trends, and potential security risks.
- Successfully completed the migration of all organizational websites and email systems to Microsoft 365, enhancing collaboration and accessibility for a distributed team.
- Provided consistent and effective IT support to staff across multiple international locations, ensuring high operational uptime and user satisfaction.
- Streamlined the onboarding process for new staff by developing comprehensive IT training programs, reducing setup time and increasing productivity.
- Strengthened the security posture of JFJ's web assets, safeguarding critical information and maintaining the organization's online reputation.
- Effectively managed and updated social media presence, contributing to JFJ's public engagement.
Helpdesk Support Technician
Swikk Domains Computers
02.2016 - 06.2020
- Provided comprehensive first-line technical support, resolving a high volume of user inquiries via phone and minimizing downtime.
- Delivering effective remote assistance using TeamViewer to ensure timely support regardless of user location.
- Implemented troubleshooting procedures to reduce software and network-related issues.
- Streamlined hardware and software deployment by efficiently installing and configuring systems tailored to user needs.
- Specialized experience with Point of Sale (POS) systems for pharmacies, medical clinics, and retail businesses, encompassing installation, setup, and user training.
- Proficiently creating, deleting, and modifying user profiles on Active Directory to enhance user access and security.
- Created new users in Microsoft Exchange for reliable email communication and maintain accurate, up-to-date asset records through diligent spreadsheet management.
- Contributing to data integrity by monitoring and troubleshooting backup servers, preventing data loss by setting up and troubleshooting UPS issues, and securing company data by backing up user information using OneDrive and external drives.
- Supporting efficient printing operations by setting up and troubleshooting Konika Minolta network printers and facilitating mobile device productivity by configuring mail on Management Apple phones.
- Improving service desk efficiency by accurately logging and prioritizing incoming calls.
- In addition to my technical proficiency, I possess strong skills in graphic design and digital marketing across all social media platforms, helping businesses enhance their online presence and reach.
IT Support
National Housing Corporation
01.2014 - 12.2014
- Provided first and second-line technical support to users through various communication channels, demonstrating your ability to handle diverse support requests.
- Proficiently set up new PCs, created user accounts, and managed passwords in Active Directory, demonstrating your user administration skills.
- Inspected cable lines to ensure their integrity and functionality, showcasing your attention to detail in maintaining network infrastructure.
- Effectively troubleshooted computer software and hardware issues, performed necessary repairs, and implemented scheduled updates, proving your problem-solving abilities.
- Maintained an up-to-date inventory register for all departmental IT equipment, showcasing your asset management skills.
- Gained experience in the installation and maintenance of ERP systems, expanding your knowledge beyond basic desktop support.
- Performed backups and restored user information, highlighting your data management and recovery skills.
Education
BSC - Computer Networks & Systems Administration
Bugema University
01.2018
Specialized training - Campus Wide networking Design of LAN-WAN
Kenya Education NETwork KENET
01.2024
CCTV and Video Intercoms Advanced Installation Training - undefined
Hikvision
01.2025
PRINCE2 Foundation Certificate - undefined
Project Management
01.2020
Advanced African Free/Open Source Software Business Models - undefined
FOSSFA
Cisco Certified Network Associate - undefined
01.2015
Comptia N+ & A+ Hardware - undefined
01.2016
KCSE - undefined
Nyanchwa High School
Skills
- Proficiency in cloud platforms
- Experience with container orchestration tools
- In-depth knowledge of networking
- In-depth knowledge of security
- In-depth knowledge of system administration
- Familiarity with infrastructure as code tools
Websites
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
IT Support Specialist
Brainybay International Schools
01.2025 - Current
Assistant ICT Coordinator
Centre for Research, Training and Publications
11.2022 - 12.2024
IT Support Specialist
Journalist for Justice (JFJ Kenya)
07.2020 - 09.2022
Helpdesk Support Technician
Swikk Domains Computers
02.2016 - 06.2020
IT Support
National Housing Corporation
01.2014 - 12.2014
BSC - Computer Networks & Systems Administration
Bugema University
Specialized training - Campus Wide networking Design of LAN-WAN
Kenya Education NETwork KENET
CCTV and Video Intercoms Advanced Installation Training - undefined
Hikvision
PRINCE2 Foundation Certificate - undefined
Project Management
Advanced African Free/Open Source Software Business Models - undefined
FOSSFA
Cisco Certified Network Associate - undefined
Comptia N+ & A+ Hardware - undefined
KCSE - undefined
Nyanchwa High School