Audrey Felesia
IT Specialist
Kisumu
Summary
Knowledgeable IT Manager oversees technology deployment and maintenance. Instructs and leads IT staff members in support of hardware, software and networking infrastructure. Actively works with executives to determine and implement tech needs. Manages technology strategy, training and documentation.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
11
11
Certifications
Work History
IT Service Manager
Lake Basin Development Authority
12.2022 - Current
- Provide first point of contact technical support to customers via phone, email, chat or remote workstation support to approximately 300 regional employees
- Support corporate IT systems and analyze events to resolve system issues
- Provide regular end-user/new user training sessions focusing on collaboration tools and VPNs
- Maintaining of Systems, Networks, Mail administration and performing routine system audit
- Managing and maintenance of servers in a Windows server 2012, 2016 & 2019 environment with 99.9% uptime
- Maintaining all DNS, DHCP and TCI/IP settings and upgrades
- Conducting regular scheduled data back-up and tests and manage disaster recovery system controls
- Management and maintaining of the Authority IT systems, software and databases
- Tracking and monitoring of performance of service delivery through all channels is carried out, metrics and reports are analyzed, and issues are resolved
- Draft and maintain policy, standards and procedures for the customer service or service desk functions
- Provide day-to-day management, resource planning and work allocation to meet agreed service levels.
IT Service Support Specialist
Lake Basin Development Authority
09.2014 - 12.2022
- Work as part of a team providing end user helpdesk support for multiple customers
- Perform hardware, software, and network troubleshooting
- Determine the best solution based on the issue and details provided by customers
- Track all work
- Provide detailed and accurate descriptions
- Monitor service delivery channels and collects performance data
- Provide an excellent example of customer service
- Share technical knowledge and help mentor fellow techs/team members wherever possible
- Provide clients with one-to-one or one-to-many customer service & support as needed
- Direct unresolved issues/escalate to the next level of support personnel
- Identify and suggest possible improvements on procedures
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Experience with a Help Desk Ticketing System.
IT Help Desk Support
Lake Basin Development Authority
11.2010 - 09.2014
- Create support service tickets, update, track, deliver and resolve logged in tickets in a timely manner
- Assist in scaling the internal IT service desk function and meeting or exceeding service level targets
- Identify and diagnose/troubleshoot issues and problems
- Provides technical assistance on computer systems
- Serve as the first contact for customers who need technical assistance providing 1st/ 2nd Line and some 3rd Line support over the telephone, remotely over the phone or email
- Logging in and resolving application functionality related issues and provide high level support
- Installed, configured serviced and upgraded over 300 Windows computers
- Categorize and record reported queries and provide solutions
- Support problem identification
- Advise users on appropriate course of action
- Monitor issues from start to resolution
- Escalate, if needed, unresolved problems to a higher level of support.
User Support Officer
Lake Basin Development Authority
07.2009 - 11.2010
- Serve as the first contact with customers who need technical assistance via the phone or email
- Providing end user helpdesk support for multiple customers
- Perform troubleshooting using different diagnostic techniques
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues
- Provide quick resolution and excellent customer service
- Redirect unresolved issues to the next level of support personnel
- Install software patches, updates, and upgrades, including remote serving of workstations
- Troubleshoot and resolve account management issues
- Troubleshoot and facilitate resolution of network hardware and software problems
- Keep record of problems and their resolution
- Follow-up with customers
- Perform preventative maintenance
- Setting up Local Area Network Connectivity for users
- Configure and Install hardware infrastructure
- Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting
- Suggest improvements on service desk procedures.
Education
BS in Computer Science -
Maseno University
01.2003 - 04.2007
Skills
Technical Troubleshooting
Project Leadership
IT infrastructure proficiency
IT Governance
IT risk management & IT Security
Problem-Solving & Customer Oriented
Strong communication and interpersonal skills
Planning and Organizational skills
Help Desk Ticketing System
Teamwork and Collaboration
ITIL Expertise
Certification
CompTIA +
Affiliations
- Full Member of Computer Society of Kenya (CSK).
- Full Member of Association of Computing Practitioners – Kenya (ACPK)
- IT Professional Registered by ICT Authority
References
- Miriam Siwa, Chief Manager/ Corporate Planning, Lake Victoria South Water Works Development Agency, P.O Box 673-50100, Kisumu, Kenya, 0733705466, 0722705466, siwacm@yahoo.com
- Elkanah Momanyi, Director of Operations, Osela Technologies Limited, P.O Box 7227, Kampala, Uganda, +254711561704, +256751789831, elkanahm@oselatechnologies.com
- Henry Nyagaka Makori, Manager Quality Assurance, Lake Basin Development Authority, P.O Box 1516-40100, Kisumu, 0710-278243, nyagaka.henry@lbda.go.ke
Timeline
IT Service Manager
Lake Basin Development Authority
12.2022 - Current
IT Service Support Specialist
Lake Basin Development Authority
09.2014 - 12.2022
IT Help Desk Support
Lake Basin Development Authority
11.2010 - 09.2014
User Support Officer
Lake Basin Development Authority
07.2009 - 11.2010
BS in Computer Science -
Maseno University
01.2003 - 04.2007