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
Data Backup
User Support
Remote Support
Hardware troubleshooting
Network Administration
Cisco router and switch security
VPN configurations
LAN and WAN control
Technical Troubleshooting
Virtual Machine Operation
VoIP Systems
Network Security
Program installations
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