Highly adaptable professional with over 12 years of experience in IT support and remote collaboration. Proven expertise in developing websites and web applications, managing technical support, and using remote tools for effective communication and problem-solving. Possesses a strong background in digital communication, customer service, and project management. Currently pursuing an MBA (Project Management option) and holds a bachelor’s degree in business information technology and a diploma in telecommunications engineering.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Freelance Web Application Developer
Freelance
07.2016 - Current
Designed and launched multiple websites and web applications for a diverse range of clients, meeting their unique requirements
Utilized remote collaboration tools such as Any-Desk, Team-Viewer, Chrome Remote Desktop, Microsoft Teams, Zoom, and Slack to manage projects and resolve issues for more than 200 users.
Delivered training and support remotely to over 100 healthcare providers, ensuring effective team coordination and successful project outcomes.
Alternate between front-end and back-end development duties, fulfilling full-stack development commitments on 10 projects.
Enhanced user experience by developing intuitive and user-friendly web applications.
IT Technical Support Officer
National Hospital Insurance Fund, Kisii Branch Office
10.2006 - Current
Provided remote IT support across 5 branch offices, maintaining high service levels and operational efficiency.
Resolved more than 1000 technical issues, including system crashes, network problems, and virus infections.
Helped Implement biometric registration for more than 500,000 health insurance clients and electronic claims processing for over 100 healthcare providers, enhancing branch performance and reducing fraud.
Used remote tools (Any-Desk, Team-Viewer, Chrome Remote Desktop, Microsoft Teams, Zoom, Slack) for training, team coordination, and issue resolution to over 100 healthcare providers.
Streamlined IT processes for increased efficiency and reduced downtime.
Diagnosed complex technical problems, saving time and resources by providing effective solutions quickly.
Employed remote support tools effectively for efficient troubleshooting of offsite issues.
Collaborated with cross-functional teams to develop and implement IT solutions.
Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
Education
MBA - Project Management Option
Kenyatta University
Kiambu County
12.2024
Bachelor of Business Information Technology - Business IT
Kenya Methodist University
Meru
08.2016
Diploma in Telecommunications Engineering -
Mombasa Polytechnic
Mombasa
11.2005
Skills
Remote Collaboration Tools: Slack, Zoom, and Microsoft Teams