Elima Jeruto Koech
IT &Customer Support
Nairobi
Summary
Dedicated and empathetic IT and customer support professional with a passion for ensuring satisfaction. Skilled in issue resolution, effective communication, and building positive client relationships. Proficient in CRM systems, service desk tools, and IT skills across Microsoft Office, Windows, Mac, networking, and mail systems. Excels in multitasking and detail-oriented tasks, fluent in English and Swahili, with conversational French. Committed to exceptional service, embracing new technologies, and environmental sustainability.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
IT INFRASTRUSTURE SUPPORT
Diamond Trust Bank (outsourced from computech)
4 2024 - Current
- Technical Issue Resolution and Support: I Resolve complex banking application issues across Mac and Windows, reducing downtime by 40% and enhancing reliability
- I provide exceptional endpoint device support, achieving a 98% customer satisfaction rate
- Network and IP Management: I Implement network solutions and managed static and dynamic IP assignments, improving network stability by 30%
- Process Improvement and Training: Identify and recommend process improvements, increasing efficiency by 20% and reducing costs by 15%
- Developing training manuals and conducting sessions, reducing support calls by 50%
- Software Patching and Compliance: I manage software patching for Windows and Mac, ensuring 100% compliance and up-to-date systems.
IT Service Desk Support
Diamond Trust Bank (outsourced from computech)
04.2024 - 03.2024
- Client Support and Service Coordination: Resolved over 1,000 client support queries annually with a 95% satisfaction rate
- Efficiently coordinated 500+ service requests monthly and managed service desk queues via the SMAX system, achieving 98% SLA adherence and improving response times
- Service Follow-Up and Reporting: Implemented a follow-up system that boosted customer satisfaction by 30%
- Developed and analyzed service desk reports, enhancing efficiency by 20% and reducing resolution times
- Vendor Communication and Process Improvement: Maintained strong vendor relationships, improving service delivery by 25%
- Identified and recommended process improvements, increasing operational efficiency by 15% and reducing costs by 10%.
IT Service Desk Monitoring Support
I&M Bank (outsourced from Sybyl)
12.2021 - 05.2023
- System Configuration and Monitoring: Configured devices on SolarWinds, enhancing network visibility and reducing downtime by 30%
- Monitored C2B, B2C, and OTG transactions using IM Monitor and SolarWinds, achieving 99% availability
- Technical Support and Issue Resolution: Resolved technical issues with banking applications on Linux and Windows, improving uptime by 25% and user satisfaction by 20%
- Managed service desk queues via Manage Engine and Mantis, achieving 98% SLA compliance and reducing resolution times by 15%
- Service Management and Communication: Implemented a follow-up system that increased customer satisfaction by 20%
- Maintained vendor communication, improving service delivery quality by 25%
- Reporting and Analysis: Generated detailed reports for daily, weekly, and monthly decision-making, leading to a 15% boost in operational efficiency
- Monitored ATM transactions with Vynamic, reducing failures by 20%.
Computer Application Teacher
Skyrift Institute
09.2020 - 12.2021
- Organizing and maintaining the class system: Streamlined class organization, boosting student engagement by 20%
- Preparing and executing lesson plans, assigning tasks, and evaluating students' work and progress: Improved student performance by 15% through effective lesson planning and evaluation
- Promoting a safe, effective, and ethical learning environment: Enhanced classroom safety and inclusivity, reducing incidents by 25%.
IT & Customer Support intern
Adcare IT limited
07.2019 - 10.2019
- Help Desk Support and Network Management: Resolved 400+ tickets monthly with a 90% first-call resolution rate
- Optimized network configurations (VLANs, WANs, LANs, WIFI) using Cisco Meraki, improving performance by 25%
- Managed network scanning and vulnerability with Maltego and Nmap, reducing vulnerabilities by 40%
- System and Security Monitoring: Achieved 99% uptime for virtual environments with VMware and Hypervisors
- Monitored security threats with USM AlientVault, reducing response times by 20%
- Maintained a 100% backup success rate with CloudBerry and ensured 98% success in FTP transfers
- Active Directory and Data Management: Improved Active Directory management efficiency by 30%
- Reduced broadcast downtime by 15% through LiveU Central monitoring
- Managed data transitions and ensured successful data transfers using FileZilla and Microsoft Dynamics NAV 365.
Education
Bachelor of Science - Business Information Technology
Kiriri Women's University of Science And Technology
Nairobi, Kenya 04.2001 - 04.2020
Kenya Secondary School certificate (K.C.S.E) -
Tabagon Secondary School
Baringo, Kenya11.2015
Skills
Continuous Learning and Adaptability: Stay current with technology trends through webinars and courses, applying this knowledge to innovate solutions and enhance workflows
Technology Solutions and Support: Lead system implementations, provide end-user support, and troubleshoot issues while ensuring smooth upgrades and data security
Data Security and Risk Management: Ensure through vulnerability assessments, and staff training on best practices
Analytical and Problem-Solving: I identify trends, troubleshoot issues, and develop data-driven solutions to optimize processes and enhance efficiency
Customer Service and Communication: I prioritize customer satisfaction with personalized solutions and effective communication in English, Swahili, and French
ITIL/Agile Methodologies and Leadership: I implement ITIL and Agile methodologies to improve support processes and service delivery, while leading teams with clear goals and a collaborative approach
Network Troubleshooting
Languages
English, Swahili
Native language
French
Beginner
A1
English, French &Swahili
Fluent in English and Swahili. Conversation communication level in french.
Certification
Information Technology Infrastructure Library(ITIL V4) Foundation
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
Dedicated and empathetic IT and customer support professional with a passion for ensuring satisfaction Skilled in issue resolution, effective communication, and building positive client relationships Proficient in CRM systems, service desk tools, and IT skills across Microsoft Office, Windows, Mac, networking, and mail systems Excels in multitasking and detail-oriented tasks, fluent in English and Swahili, with conversational French Committed to exceptional service, embracing new technologies, and environmental sustainability
Work Preference
Work Type
Full TimePart TimeContract WorkInternshipGig WorkLocation Preference
On-SiteRemoteHybridImportant To Me
Career advancementPersonal development programsHealthcare benefitsCompany CulturePaid sick leaveFlexible work hoursWork-life balancePaid time offSoftware
Operating Systems
Microsoft Office Suite
Google Workspace
Service Desk and CRM Tools
Monitoring Tools
Collaboration Tools
Timeline
IT Service Desk Support
Diamond Trust Bank (outsourced from computech)
04.2024 - 03.2024
Information Technology Infrastructure Library(ITIL V4) Foundation
10-2023
IT Service Desk Monitoring Support
I&M Bank (outsourced from Sybyl)
12.2021 - 05.2023
Computer Application Teacher
Skyrift Institute
09.2020 - 12.2021
IT & Customer Support intern
Adcare IT limited
07.2019 - 10.2019
Bachelor of Science - Business Information Technology
Kiriri Women's University of Science And Technology
04.2001 - 04.2020
Kenya Secondary School certificate (K.C.S.E) -
Tabagon Secondary School
IT INFRASTRUSTURE SUPPORT
Diamond Trust Bank (outsourced from computech)
4 2024 - Current