Summary
Overview
Work History
Education
Skills
Certification
Timeline
Receptionist
Charles Nyaga

Charles Nyaga

IT Support Engineer
Kenya,Nairobi

Summary

An adaptable and results-driven IT professional with a solid foundation in system administration, network management, and technical support. Possessing excellent communication skills and a customer-centric approach, committed to delivering high-quality IT solutions and support services to drive organizational success.

Overview

5
5
years of professional experience
11
11
years of post-secondary education
7
7
Certifications

Work History

Technical Support Engineer - IPTV

HSC Systems Ltd.
4 2020 - Current
  • Provide technical support and guide clients to understand programs, solve problems, and generally support clients in using software/hardware correctly at Hotel/Organization situation
  • To contribute to ensuring that Otrum Systems and software releases are kept up to date and messages are passed on to Hotels ITM or during service visits and queried on report or log file of such updates
  • Install and configure operating systems and software to agreed standards under direction of required minimum product standards
  • To assist in compilation and maintenance of accurate inventory of hardware and software during service visits and installations
  • To report product faults to Otrum for replacements if on warranty and ensure faults are completed in consultation with appropriate HSC logistics team member
  • To undertake such projects of level commensurate with responsibility of post, as designated by product manager
  • To undertake such other work as may be assigned which is consistent with nature of job and its level of responsibility
  • Make relevant/justified recommendations to clients for system functionality improvement.
  • Enhanced customer satisfaction by resolving complex technical issues promptly and effectively
  • Responded to customer inquiries and provided technical assistance over phone and in person.

IT Administrator

HSC Systems Ltd.
03.2019 - 03.2020
  • Provided 100% network support consisting of weekly server status checks, maintenance, logs, upgrading, and backups to ensure data integrity for all national locations
  • Provided 100% IT support for all team members, responding to telephone calls, emails, and personal requests for technical support
  • Implemented and supported Sophos firewalls and secure VPN remote access
  • Assessed, analyzed, and improved the company’s network infrastructure, managed the database, and fixed bugs and errors
  • Proactively participated in weekly team meetings with managers
  • Conducted and coordinated IT training for staff and ensured that all policies and procedures were followed
  • Administered and managed the company’s G-mail/drive
  • Liaising with the relevant suppliers, and service providers ensuring smooth system running.
  • Researched and recommended new technologies and strategies for improving system performance
  • Safeguarded sensitive information with robust data encryption techniques and secure password management practices
  • Resolved issues and escalated problems with knowledgeable support and quality service

Education

BSC Business Information Technology - IT Networking

Kenya Methodist University
Nairobi, 30
09.2015 - 04.2024

CISCO CCNA -

Kenyatta University
Nairobi, 30
11.2012 - 05.2013

Diploma in Electrical Engineering (Power) -

Nyeri Technical Training Institute
Nyeri, 36
02.2009 - 05.2011

Skills

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Certification

Cyber Security –Ongoing

Timeline

IT Administrator

HSC Systems Ltd.
03.2019 - 03.2020

BSC Business Information Technology - IT Networking

Kenya Methodist University
09.2015 - 04.2024

CISCO CCNA -

Kenyatta University
11.2012 - 05.2013

Diploma in Electrical Engineering (Power) -

Nyeri Technical Training Institute
02.2009 - 05.2011

Technical Support Engineer - IPTV

HSC Systems Ltd.
4 2020 - Current

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Charles NyagaIT Support Engineer