Dickson Mukiti
Regional Product Deployment Officer
Nairobi,69
Summary
Flexible Technical Support Engineer with 4 years of experience helping clients maintain smooth operations. Expertise in application, systems and computer hardware support. Commended for rapidly and effectively resolving downtime and efficiently configuring new hardware and software components.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
7
7
Certificates
Work History
Technical Support Engineer
ISON Technologies Ltd, Nations Office
Nairobi, Kenya
06.2019 - Current
- Provide first line support to end users on standard ICT products and services received via phone-in, walk-in users; calls received through Service Management tools
- Receiving users/visitors at ICTS department office block (walk-in requests)
- Answering ICTS helpdesk calls and responding to clients queries and requests
- Resolve critical support calls or incidents reported by end users
- Perform research from manuals, internet knowledge bases, collaborate with other help desk analyst in the team to find solutions, workaround to such problems
- Manage lifecycle of service calls assigned to me till calls are resolved and closed
- Resolve calls as per service level agreements
- Manage first line queue in service management tools
- Resolve support calls related to UNON standard software and hardware including Office 365 Products, SharePoint configuration, MS exchange, OneDrive, email, cloud services, operating systems, laptops, desktops, printers, scanners, smartphones etc
- Install, configure and maintain new end user ICT equipment including desktops, laptops, printers, scanners etc
- Provide basic support to Android and Apple smartphone management
- Provide ICT support during the VC meeting
- Provide training, orientation on end user ICT products and services
- Managing email, anti-spam and virus protection
- Setting up user accounts, permissions, and passwords
- Monitoring network usage
- Ensuring the most cost-effective and efficient use of servers
- Analyzing and resolving faults, ranging from a major system crash to a forgotten password
- Undertaking routine preventative measures and implementing, maintaining, and monitoring network security
- To support project team for installation and commissioning of new hardware
- Providing support and managing ICTS Classroom equipment - computers, projectors etc
- Assisting onboarding and clearance process of new staff.
- Perform root cause analysis of reported issues to decisively discern and enact corrections.
Network and System Administrator
Amex Auto & Industrial Hardware Ltd
Nairobi, Kenya
05.2017 - 05.2018
- Taking leads on business analysis, supervise and training staffs on use of Kerridge Commercial ERP Systems (K8) in all company branches
- Provide system maintenance, desktop support, network set up and configuration
- User accounts set up, granting permissions/privileges based on individual nature of work
- Troubleshooting computers, printers and any other computer accessories
- Writing/generating reports on training progress on daily basis
- Providing first point of reference regarding ERP queries, internet connection, networking and systems operations
- Identifying gaps between the old systems and new system and writing reports for process improvement
- Providing maintenance of Automan point of sale system
- Take part in business analysis and process improvement.
- Provide comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Provision new software and hardware for use according to internal business and security policies.
- Work with users to determine areas of technology in need of improved usability.
- Serve as subject matter expert on proposed ERP system, helping management to raise relevant system changes to meet business needs.
- Keep software licenses current for computers and mobile devices.
ICT Technical Assistant
China Road & Bridge Corporation, CRBC
Nairobi, Kenya
08.2016 - 04.2017
- Trained on Installation and hardware connectivity of servers, CBI, CTC and CSM railway systems
- Termination of power and Ethernet cables
- Trained on testing continuity of signals between these systems
- Structured cabling and Data communication
- Pulling, laying and tying of optic fiber cables
- Interconnection of computers, display screens at their Control Centre (Nairobi Terminus station)
- Laying of network infrastructure in various Railway stations between Nairobi and Mombasa
- Installation and interconnection of servers
- Routing and switching.
Information Technology Intern
Essajee Creations & Designs Ltd
Nairobi, Kenya
05.2015 - 09.2015
- Setting networking infrastructure i.e
- LAN/WAN/WLAN technologies
- Computer hardware repair such as Memory upgrade, screen replacement among others
- Setting user accounts, back up and windows maintenance
- Sales and supplies such as acquiring accessories for clients and supplying to them
- Providing IT support services for several companies subcontracted by Essajee such as COOPI (NGO).
- Install and configured software and hardware.
- Maintain current software licenses and patched applications to stay up-to-date with latest features.
- Review system and network performance to make proactive adjustments based on established IT policies.
- Document core systems configurations, passwords and system access requirements.
Education
Master of Science - Computer Systems
Jomo Kenyatta University of Agriculture & Technology
Kiambu County 08.2018 - Current
Bachelor of Science - Computer Science
University of Kabianga
Kericho County 09.2012 - 11.2016
Skills
Support system management
Application support
Desktop support
Customer service expert
TCP/IP Technologies
Technical issues analysis
Software diagnosis
Staff education and training
Technical documents comprehension
Customer relationship management
Technical fault tracking
Networking and Telephony Support
IT Infrastructure Support
Certification
Microsoft Certified: Azure Fundamentals
Timeline
Microsoft Certified: Azure Fundamentals
12-2021
Microsoft Certified: Azure Administrator Associate
12-2021
Certified ITIL Foundation
07-2021
NSE 2 Network Security Associate
06-2020
CyberArk Certified Trustee
06-2020
Oracle Cloud Infrastructure Foundations 2020 Certified Associate
05-2020
NSE 1 Network Security Associate
05-2020
Technical Support Engineer
ISON Technologies Ltd, Nations Office
06.2019 - Current
Master of Science - Computer Systems
Jomo Kenyatta University of Agriculture & Technology
08.2018 - Current
Network and System Administrator
Amex Auto & Industrial Hardware Ltd
05.2017 - 05.2018
ICT Technical Assistant
China Road & Bridge Corporation, CRBC
08.2016 - 04.2017
Information Technology Intern
Essajee Creations & Designs Ltd
05.2015 - 09.2015
Bachelor of Science - Computer Science
University of Kabianga
09.2012 - 11.2016
References
Mr. Enock Obwaka
iSON Technologies - UNON
Service Operations Manager
Tel: +254 735 180443
Email: enock.obwaka@un.org
Mr. Lazaro Ighacho
iSON Technologies - UNON
Service Desk Team Lead
Tel: +254 715 598451
Email: lazaro.ighacho@un.org
Mr. Titus Rugendo
Technical Support Engineer
Computer Revolution Africa Group
Tel: 0712-252625
Email: mtrugendo@gmail.com
References
Mr. Enock Obwaka
iSON Technologies - UNON
Service Operations Manager
Tel: +254 735 180443
Email: enock.obwaka@un.org
Mr. Lazaro Ighacho
iSON Technologies - UNON
Service Desk Team Lead
Tel: +254 715 598451
Email: lazaro.ighacho@un.org
Mr. Titus Rugendo
Technical Support Engineer
Computer Revolution Africa Group
Tel: 0712-252625
Email: mtrugendo@gmail.com