Carolyne Chegugu
Nairobi
Summary
Enthusiastic IT Systems Engineer with over 6 years experience maintaining highly functional digital systems for uninterrupted workflows and consistent productivity. Oversees routine maintenance checks and software update schedules to reduce network downtime and the likelihood of security compromises. Loves collaborating with customers and teammates to develop and implement creative technical solutions to challenging problems. Have excellent organizational skills, a clear understanding of Information Systems, and certifications in ICT, CCNA, and ITIL. Motivated to learn, grow and excel in the Technology vertical.
Overview
10
10
years of professional experience
Work History
Microsoft Azure Desktop Virtualization Engineer
Baker Hughes Corporation
03.2023 - 11.2024
- Deployed Windows365 VDI to users.
- Performed virtual machine provisioning, VM priority setup, and template cloning.
- Identified, analyzed, and resolved infrastructure vulnerabilities and application deployment issues.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Provided 2nd and 3rd-level technical support and troubleshooting to internal and external clients.
- Monitored and tested application performance to identify potential bottlenecks, develop solutions, and collaborate with developers on solution implementation.
- Streamlined virtualization processes for enhanced performance, through the optimization of resource allocation and workload management.
- Enhanced system reliability with thorough troubleshooting and root cause analysis of complex virtualization issues.
- Led successful migration projects from legacy systems to modernized virtual environments, minimizing disruption while maximizing performance gains.
- Maintained up-to-date documentation for virtualization infrastructure, enabling seamless knowledge transfer between team members.
- Led meetings with departmental managers to review project status, propose changes and draft action plans.
Information Technology Engineer
United Nations Office of Nairobi (UNON)
06.2019 - 03.2023
- Worked as Azure Admin serving requests to configure MS Exchange, provision email accounts, managing Distribution Lists/Shared Mailboxes access rights, and supporting MS collaboration tools (MS Teams, Sharepoint, and One Drive).
- Managed O365 Applications, devices, users, and services as an O365 Admin.
- Client Service Support on all IT-related technicalities and Ticketing. Handled an average of 20 calls per day addressing technical incidents, and increased customer satisfaction rate by 20%
- Supported ERP Systems, including Umoja, Inspira, and iNeed.
- Resolved issues related to operational components for LAN, WAN and voice systems.
- Performed scheduled service work, installations, testing and repairs, and network administration.
- Developed team communications and information for meetings.
- Worked closely with Project Managers to maintain optimum levels of communication to effectively and efficiently complete projects.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Served customers in a friendly, efficient manner following outlined steps of service.
- Led projects and analyzed data to identify opportunities for improvement.
- Prepared various written communications, reports, and documents to ensure smooth operations.
- Championed best practices in cybersecurity measures, safeguarding sensitive information from external threats.
- Managed complex IT projects, ensuring timely completion within budget constraints.
- Mentored junior team members in technical skills development as well as professional growth opportunities.
- Evaluated emerging technologies for potential implementation in existing infrastructure.
- Participated in system development life cycle from requirements analysis through system implementation.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Improved decision-making processes with accurate data analysis and visualization techniques.
- Integrated multiple sources of disparate data into cohesive datasets using ETL processes, improving overall analytic capabilities.
- Created dashboards to monitor and track key performance indicators.
Software Engineer
Code Resource Ltd, now Savoir Microsystems Ltd
09.2017 - 01.2019
- Developed applications, and performed installations, configurations.
- Consulted with engineering team members to determine system loads and develop improvement plans.
- Orchestrated efficient large-scale software deployments, including testing features and correcting code.
- Documented all software development methodologies in technical manuals to be used by the deployment team in future projects.
- Gathered and defined customer requirements to develop clear specifications for project plans.
- Adjusted design parameters to boost performance and incorporate new features.
- Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
- Delivered solutions for ERP management systems to provide businesses with detailed digital recordkeeping capability.
- Met with project manager and team members to provide detailed project reports and milestone updates.
- Performed software testing to uncover bugs and troubleshoot modules prior to application launch.
- Developed scalable and maintainable code, ensuring long-term stability of the software, and developed reusable components that significantly reduced development effort on multiple projects.
- Refactored legacy code bases for improved maintainability, paving the way for easier future updates.
- Integrated third-party APIs to extend application functionalities and improve user experiences, leveraging external services for enhanced capabilities.
- Designed data models and database schemas to support complex data storage and retrieval requirements, ensuring data integrity and accessibility.
- Performed data entry and data migration tasks, and information management.
IT Support Engineer - Intern
University of Mombasa
05.2016 - 07.2016
- Delivered clerical support by handling range of routine and special requirements, and sorted and organized files, spreadsheets and reports.
- Contributed to content creation for company website.
- Collaborated in professional team to solve workflow issues.
- Maximized productivity by analyzing protocols and identifying areas for improvement.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Tested new software and hardware prior to deployment.
- Generated reports to track performance and analyze trends.
IT Support Engineer - Intern
Camara Educational Ltd
05.2015 - 08.2015
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Responded to user requests for service, troubleshoot problems, and help develop solutions.
- Monitored antivirus software and updates and repair computers infected with spyware, adware and/or viruses.
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Created user accounts and assigned permissions.
- Utilized strong communication abilities during presentations which led to increased understanding among colleagues regarding project goals and objectives.
Education
Bachelor of Technology - Information and Communication Technology
Technical University of Mombasa
Mombasa11.2017
2019: Cisco Certified Network Associate Routing & Switching (Module 1) - IT Networks
Swahili Pot
Mombasa06.2019
Basic Computer skills (certificate of computer packages) - Computer Packages
Computer For Schools Kenya
Nairobi11.2010
United Nations Mandatory Courses (9 Courses) - Mandatory Courses
United Nations Office of Nairobi
Nairobi12.2019
Kenya Certificate of Secondary Education - High School Education
Moi Girls' High School
Kimilili11.2010
Kenya Certificate of Primary Education - Primary School Education
St Mary Immaculate Primary School
Kitale11.2006
Skills
- Remote Technical Support
- Cloud computing services & virtualization Advanced expertise in Public Cloud service (Azure, AWS, and Citrix DaaS/XenApp)
- Information Systems Workflows & Management
- Microsoft Exchange; Account Administration and User Management in AD and Azure
- Service Schedule Coordination and System Performance Assessment
- Device Installation, Configuration & Data Migration
- Project Coordination & Management
- User Training
- Administrative Support
- Network Administration, Monitoring and Asset Management
- Backup and recovery
- Data analysis
- Programming (Ruby on Rails, PHP, HTML/CSS, SQL and NoSQL databases, Java Script Frameworks)
- Agile methodology
- Software engineering
- API integration
- Customer support service
Accomplishments
- Supervised team of ten staff members.
- Resolved product issue through consumer testing.
- Collaborated with team of four in the development of Transmission ERP Software.
- Successfully deployed the Windows365 VDI to over 1,500 users.
Timeline
Microsoft Azure Desktop Virtualization Engineer
Baker Hughes Corporation
03.2023 - 11.2024
Information Technology Engineer
United Nations Office of Nairobi (UNON)
06.2019 - 03.2023
Software Engineer
Code Resource Ltd, now Savoir Microsystems Ltd
09.2017 - 01.2019
IT Support Engineer - Intern
University of Mombasa
05.2016 - 07.2016
IT Support Engineer - Intern
Camara Educational Ltd
05.2015 - 08.2015
Bachelor of Technology - Information and Communication Technology
Technical University of Mombasa
2019: Cisco Certified Network Associate Routing & Switching (Module 1) - IT Networks
Swahili Pot
Basic Computer skills (certificate of computer packages) - Computer Packages
Computer For Schools Kenya
United Nations Mandatory Courses (9 Courses) - Mandatory Courses
United Nations Office of Nairobi
Kenya Certificate of Secondary Education - High School Education
Moi Girls' High School
Kenya Certificate of Primary Education - Primary School Education
St Mary Immaculate Primary School
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