Eric Oyugi
IT Analyst /Support
Kisumu,17
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
Work History
IT Support Specialist
Lipton Teas And Infusion
01.2004 - 04.2024
- Maintained documentation of IT systems, processes, and procedures for easy reference by the team members.
- Reduced downtime with effective troubleshooting and timely problem resolution.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Managed hardware inventory, ensuring proper allocation of resources and prompt replacement of outdated equipment.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.
- Enhanced IT system stability by implementing proactive maintenance routines and monitoring tools.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Updated software to safeguard against security flaws.
- Streamlined helpdesk processes for quicker issue resolution and increased customer satisfaction.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Managed backup and recovery of data assets to safeguard system availability.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
- Developed and tested new product offerings prior to release to assist development team in bug identification.
- Answered questions and provided information to customers about new software or hardware.
- Ensured data security through rigorous backup procedures, maintaining an up-to-date disaster recovery plan.
- Developed custom scripts to automate repetitive tasks, increasing efficiency in daily operations.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- Maximized user productivity by delivering comprehensive end-user training on software applications and hardware usage.
- Used ticketing systems to manage and process support actions and requests.
- Identified potential areas of improvement in IT infrastructure through regular audits and made recommendations for enhancements accordingly.
- Implemented mobile device management policies to protect sensitive company data on employee devices while facilitating their work tasks remotely.
Education
High School Diploma -
KCA University
Kisumu, Kenya 11.2012 - 09.2014
Bachelor of Science - Information Technology
Mount Kenya University
Kericho, 1272 08.2023 - Current
Skills
Software Installation
Desktop support
Data Recovery
Hardware upgrades
Asset Management
Operating system management
User Training
Remote Support Capabilities
Helpdesk call support
Hardware maintenance
Application support
Ticketing system proficiency
Incident Management
Wireless Networking
Mobile Device Management
Help Desk Experience
Network Administration
Instruction and training
Cloud computing knowledge
User Support
Technical Support
Timeline
Bachelor of Science - Information Technology
Mount Kenya University
08.2023 - Current
High School Diploma -
KCA University
11.2012 - 09.2014
IT Support Specialist
Lipton Teas And Infusion
01.2004 - 04.2024