DENNIS JOSEPH
ICT CONSULTANT
Nairobi
Summary
Adept IT Support Specialist with a proven track record at SPORTS, ARTS AND SOCIAL DEVELOPMENT FUND, excelling in technical support and system administration. Leveraged analytical thinking and software installation expertise to enhance system efficiency and user satisfaction. Demonstrated leadership in streamlining processes, significantly boosting operational productivity and fostering team collaboration.
Overview
4
4
years of professional experience
2
2
Languages
Work History
IT Support Specialist
SPORTS, ARTS AND SOCIAL DEVELOPMENT FUND
10.2024 - Current
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Installed and configured operating systems and applications.
- Helped streamline repair processes and update procedures for support action consistency.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted in development of system security protocols.
ICT VOLUNTEER INTERN
KENYA BLOOD TRANSFUSION AND TRANSPLANT SERVICES
02.2022 - 12.2023
- Managed the Blood management System (BMS)
- Collaborated on marketing campaign that significantly increased brand awareness.
- Enhanced project visibility by maintaining up-to-date project status reports.
- Streamlined data entry processes, significantly reducing manual errors.
- Maintained database systems to track and analyze operational data.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Analyzed problems and worked with teams to develop solutions.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
- Participated in workshops and presentations related to projects to gain knowledge.
- Prepared project presentations and reports to assist senior staff.
- Developed organizational skills through managing multiple tasks simultaneously while adhering to strict deadlines.
CALL SERVICE EXECUTIVE
CALLTRONIX LTD
01.2021 - 12.2021
- Managed challenging client situations with professionalism, resolving issues and maintaining positive relationships.
- Monitored customer feedback closely to identify trends and implement corrective actions as necessary.
- Coordinated resources efficiently during high-volume periods, ensuring timely completion of all tasks without compromising quality.
- Conducted regular reviews of service performance metrics, identifying opportunities for process optimization.
- Implemented new training programs for junior staff members, improving overall team performance.
- Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Education
Software Engineering
ALX AFRICA
Nairobi, Kenya 04.2001 -
Diploma - BUSINESS INFORMATION TECHNOLOGY
MOUNT KENYA UNIVERSITY
Thika, Kenya 04.2001 -
Skills
Software installation
Analytical thinking
Technical support
Data recovery
User support
LAN/WAN
System administration
Network configuration
Account management
Reading, Research, Swimming, Music
I enjoy reading books mostly in research and documentary fields and challenging myself to more and better my understanding of complex knowledge.
In my free time I like to keep fit and relax by swimming.
Cooking and baking also sums ip as one of my strengths.
Timeline
IT Support Specialist
SPORTS, ARTS AND SOCIAL DEVELOPMENT FUND
10.2024 - Current
ICT VOLUNTEER INTERN
KENYA BLOOD TRANSFUSION AND TRANSPLANT SERVICES
02.2022 - 12.2023
CALL SERVICE EXECUTIVE
CALLTRONIX LTD
01.2021 - 12.2021
Software Engineering
ALX AFRICA
04.2001 -
Diploma - BUSINESS INFORMATION TECHNOLOGY
MOUNT KENYA UNIVERSITY
04.2001 -
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