EMMANUEL NZAVI
Information And Communication Technology Specialist
Nairobi,Nairobi
Summary
Computer Technology expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
16
16
years of professional experience
Work History
ServiceDesk Team Leader
Computech Limited, United Nations Offices Nairobi
Nairobi, Nairobi Province
2 2024 - Current
- Daily onsite and remote ICT support to senior staff Members; Executive Directors, Deputy Directors and Directors of Sections under the United secretariat agencies; UNON, UNEP and UNHABITAT and other Agencies
- General Office support and administration, staff member contracts, time and leave management
- Leading and motivating service desk team to achieve high levels of performance and customer satisfaction
- Management and training of staff members in maintaining group SharePoint sites, shared and email distribution lists
- Drafting customer experience reports, reviews, and technical documentation regarding IT services
- Assist in the Implementation of ICT policies and processes for the United Nations Offices Nairobi, Out-posted offices and missions and government partners to improve efficiency and enhance service quality
- Participation in work scheduling for 40 ICTS Servicedesk desk professionals, request for process approvals and implementation of standard operating processes and procedures
- Analyzing and resolving complex technical issues, guiding team members as needed
- ICT customer requirements analysis, providing management with the necessary information to implement, deploy and upgrade the necessary technologies to meet organizational ICT needs
- Setups and configurations of IT equipment, both hardware and software on Windows and Macintosh computers, mobile devices, printers, and scanners used by the executive staff members
- Preparation and delivery of training materials to both under the United Nations offices and the contracted company
- Coordination, scheduling and support to meetings and conferences at the United Nations Offices complex in Nairobi
- Planning, budget preparation, reviews for ICT projects between the UNON and contacted company regarding IT projects and services, processing of purchase orders and invoicing
- Collaboration with cross-functional teams, fostering a collaborative and cohesive work environment
- Provision of Technical information for procurement of ICT equipment, inspection of vendor documents to ensure th align to client requirements
- Provision of knowledge sharing mechanisms among support engineers and clients on systems that are in use
- Maintenance of records of processes on paper and electronically to support management and procurement processes.
- Achieved a high customer satisfaction rating by consistently providing exceptional support to end-users.
- Evaluated service desk performance metrics, identifying areas for improvement and implementing necessary changes.
Team Leader
Ison Technologies, United Nations Offices Nairobi
Nairobi, Nairobi
03.2023 - 01.2024
- General Office support and administration, staff member contracts, time and leave management for 40 ServiceDesk professionals
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Management and training of staff member s in maintaining group SharePoint sites, shared and email distribution lists
- Drafting customer experience reports, reviews, and technical documentation regarding IT services
- Assist in Implementation of ICT policies and processes for the United Nations Offices Nairobi, Out-posted offices and missions and government partners to improve efficiency and enhance service quality
- Daily onsite and remote ICT support to Seniors Staff Members; Executive Directors, Deputy Directors and Directors of Sections under the United secretariat agencies; UNON, UNEP and UNHABITAT and other Agencies
- Participation in preparation for work plan for 40 ICT professionals, request for process approvals and implementation of standard operating processes and procedures
- Analyzing and resolving complex technical issues, providing guidance to team members as needed
- ICT customer requirements analysis, providing management with the necessary information to implement, deploy and upgrade the necessary technologies to meet organizational ICT needs
- Setups and configurations of IT equipment, both hardware and software on Windows and Macintosh computers, mobile devices, printers, and scanners used by the executive staff members
- Preparation and delivery of training materials to both under the United Nations offices and the contracted company
- Coordination, scheduling and support to meetings and conferences at the United Nations Offices complex in Nairobi
- Planning, budget preparation, reviews for ICT projects between the UNON and contacted company regarding IT projects and services, processing of purchase orders and invoicing
- Collaboration with cross-functional teams, fostering a collaborative and cohesive work environment
- Provision of Technical information for procurement of ICT equipment, inspection of vendor documents to ensure alignment to client requirements
- Provision of knowledge sharing mechanisms among support engineers and clients on systems that are in use
- Maintenance of records of processes on paper and electronically to support management and procurement processes.
- Worked with team to identify areas of improvement and devised solutions based on findings.
ICT Support Engineer
ISON Technologies, United Nations Offices Nairobi
Nairobi
04.2018 - 02.2023
- Management and training of staff member s in maintaining group sharepoint sites, shared and email distribution lists
- Daily support to enterprise applications including but not limited to Windows 10, email system, Ms Outlook support, ERP-Umoja and Ineed, financial applications, antivirus systems
- Daily user support, receiving, support and resolution of customer incidents and requests in person or by use of remote support tools such as Ms Teams, team viewer, any desk and Microsoft quick assist
- Receives escalations from 1st Level support technicians on tasks assigned in Ineed ticketing system, follows through out to completion under the set SLA timelines
- Planning, budget preparation, reviews for ICT projects between the UNON and contacted company regarding IT projects and services, processing of purchase orders and invoicing
- ICT Equipment technical information provision during acquisition, daily use, upgrades a decommissions
- Deployment, Configurations, and maintenance of existing and new ICT equipment, including servers, workstations, laptops, printers, and mobile devices
- User training on proper use of IT services and ICT equipment and accessories
- Creation, deployment and improvement of computer operating systems and applications images to end user devices
- Coordination, scheduling and support to meetings and conferences at the United Nations Offices complex in Nairobi
- Hardware troubleshooting, repair of both equipment under and out of warranty as per the organization and manufacturer’s policies
- Coordination, preparation of orders for Computer parts between suppliers and warranty center for replacements and continual or periodic maintenance exercises
- Asset management through Inventory keeping, tracking of computer equipment issued to various divisions through both a manual process and an automated system
- Network cabling support, setup and repair on connectivity
- Periodic reporting of ICT workshop activities, recommendations for actions needed to optimize equipment and applications for a better user experience while using computer equipment
- Planning and supervision of preventive maintenance of all ICT equipment.
ICT Support Engineer
Computech Limited, United Nations Offices Nairobi
Nairobi, Nairobi
07.2016 - 03.2018
- Technical support to over 2500 end users on campus and field and mission offices
- ICT Equipment technical information provision during acquisition, daily use, upgrades and decommissions
- Deployment, Configurations and maintenance of existing and new ICT equipment, including servers, workstations, laptops, printers, and mobile devices
- Creation, deployment and improvement of computer operating systems and applications images to end user devices
- Hardware troubleshooting, repair of both equipment under and out of warranty as per the organization and manufacturer’s policies
- Coordination, preparation of orders for Computer parts between suppliers and warranty center for replacements and continual or periodic maintenance exercises
- Support of Enterprise Applications in the United Nations Offices in Nairobi and staff in field mission offices
- Asset management through Inventory keeping, tracking of computer equipment issued to various divisions through both a manual process and an automated system
- Part of a team of Engineers that resolves ICT incidents, Requests for service and problems to ensure benchmarks are met
- Network cabling support, setup and repair on connectivity
- Periodic reporting of ICT workshop activities, recommendations for actions needed to optimize equipment and applications for a better user experience while using computer equipment
- Planning and supervision of preventive maintenance of all ICT equipment.
Service Desk Support Engineer
Computech Limited, United Nations Offices Nairobi
Nairobi
07.2013 - 07.2016
- Realtime ICT support to over 2,500 end users on site or remotely through the provided technology
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems.
- Part of a team of Engineers that resolves ICT incidents, Requests for service and problems to ensure benchmarks are met
- Mobile phones setup and support
- Deployment of the standard operating systems through imaging on PCs and laptops.
- Improved team productivity by providing technical guidance and mentoring junior engineers.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Conducted research to test and analyze feasibility, design, operation and performance of equipment, components, and systems.
ICT Support Team Leader
Computech Limited at ILRI-ICRAF
Nairobi
11.2012 - 07.2013
- Management of outsource Contract at ILRI and ICRAF campuses, Ensuring SLA is met
- New Hardware receiving and inspection, deployment and setup to end users
- Provision of technical knowledge on new equipment to management to ensure optimal ICT equipment use and best user experience
- Preparation for computer hardware equipment for disposal after end of life
- Linux Systems maintenance and support
- Supervision of Onsite 3 ICT support Engineers
- Real time resolution of incidents escalated by ICT support Engineers
- Management of computer warranty services at customer site from HP and Dell
- Support to Email application, Microsoft outlook
- Planning and supervision of preventive maintenance of over 1000 ICT equipment on both ILRI and ICRAF campuses on a quarterly basis.
ICT Support Technician
Computech Limited at ILRI and ICRAF
Nairobi, Nairobi Province
11.2008 - 10.2012
- Daily ICT support to over 1000 end users, by use of remote connection tools and client site visit
- Configuration, repair and installation of Computers, mobile devices and other peripherals
- LAN and wireless troubleshooting, support and maintenance
- Linux Systems maintenance and support
- Operating systems imaging for client PCs and laptops
- Preparation for computer hardware equipment for disposal after end-of-life increasing efficiency by 50%.
Education
Bachelor of Science - Information And Communication Technology
Maseno University
Kisumu, 17 12.2024 - Current
Some College (No Degree) - Computer Science
Nairobi Aviation College
Nairobi, 30 04.2024 - 12.2005
Some College (No Degree) - Computer Engineering
Regional Institute of Business Management
Nairobi, 30 01.2005 - 03.2005
High School Diploma -
Mumbuni High School
Machakos, 22 01.2000 - 11.2003
GED -
Mukuyuni Pramary School
Makueni, 23 01.1992 - 12.1999
Skills
Team motivation
Technical Remote support
Service Level Agreements
Staff Administration
Personal Information
- Gender: Male
- Marital Status: Married
- Religion: Christian
Languages
English, Swahili
References
- Mr. Enock Obwaka, ServiceDesk Operations Manager, UNON-Computech Ltd Outsource Contract, +254 735180443, enock.obwaka@un.org
- Mr. Kevin Wambura, Senior Information Systems Assistant, United Nations Offices in Nairobi, +254 715823882, kevin.wambura@un.org
- Ms. Assumpta Pius, Information Technology Officer, UN World Food Programme, +254 721857755, assumpta.pius@wfp.org
Timeline
Bachelor of Science - Information And Communication Technology
Maseno University
12.2024 - Current
Some College (No Degree) - Computer Science
Nairobi Aviation College
04.2024 - 12.2005
Team Leader
Ison Technologies, United Nations Offices Nairobi
03.2023 - 01.2024
ICT Support Engineer
ISON Technologies, United Nations Offices Nairobi
04.2018 - 02.2023
ICT Support Engineer
Computech Limited, United Nations Offices Nairobi
07.2016 - 03.2018
Service Desk Support Engineer
Computech Limited, United Nations Offices Nairobi
07.2013 - 07.2016
ICT Support Team Leader
Computech Limited at ILRI-ICRAF
11.2012 - 07.2013
ICT Support Technician
Computech Limited at ILRI and ICRAF
11.2008 - 10.2012
Some College (No Degree) - Computer Engineering
Regional Institute of Business Management
01.2005 - 03.2005
High School Diploma -
Mumbuni High School
01.2000 - 11.2003
GED -
Mukuyuni Pramary School
01.1992 - 12.1999
ServiceDesk Team Leader
Computech Limited, United Nations Offices Nairobi
2 2024 - Current
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