Hi, I’m
Gichana Robert Mwamba
IT Support Technician
Nairobi,Nairobi
Summary
Thorough service technician with a commitment to superior service. Driven to consistently contribute value through an impeccable work ethic and an unending quest to achieve new service skills. Experience managing a high volume of service calls while maintaining quality and efficiency.
Skilled IT support technician with experience in the repair and maintenance of computers, automated teller machines, and office machines. Excellent diagnostic and troubleshooting skills to identify problems and repair components and machines.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
years of professional experience
Work History
SL Communications LimitedNairobi
IT Field Support Technician
12.2023 - Current
Job overview
- Efficiently troubleshoot and repair wireless hardware equipment to cut company costs and maximize productivity.
- Streamlined hardware equipment repair processes to minimize day-to-day downtime and increase overall productivity.
- Demonstrated increased knowledge of company products and equipment.
- Restored data on computers and office machines.
- Diagnosed and resolved malfunctions in computers, office machines, and automated teller machines.
- Explained diagnostic findings to customers and outlined repair or service options.
- I inspected and tested faulty circuit boards and microprocessors.
- Generated reports for customer service issues and repair records.
- Updated and replaced outdated drivers and software for computers and office machines.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Adhered to safety protocols and policies to reduce workplace hazards.
- Facilitated maintenance team training procedures to align with company standards.
- Performed maintenance duties and safely handled chemicals and solutions.
- Serviced wireless hardware equipment for expedient repair and minimal downtime.
Boss Telecommunications LimitedNairobi
IT Technician
01.2013 - 07.2017
Job overview
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Maintained office PCs, networks, and mobile devices.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Configure systems according to prescribed software and hardware frameworks.
- Monitored the server room, wireless network, and other server infrastructure, keeping systems running smoothly.
- Monitored systems in operation and quickly troubleshooted errors.
- Established, repaired, and optimized networks by installing wiring, cabling, and devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage, and the public web.
- Helped streamline repair processes and update procedures to support action consistency.
- Responded to customer inquiries and provided technical assistance over the phone and in person.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Configured and tested new software and hardware.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Diagnose and troubleshoot hardware, software, and network issues.
- Installed, configured, and maintained computer systems and network connections.
IDEA TelecomNairobi
IT Support Specialist
01.2012 - 08.2013
Job overview
- Developed and tested new product offerings prior to release to assist the development team in bug identification.
- Offered new customers training to reduce frustration and improve customer satisfaction.
- I created help desk tickets, troubleshooted, and resolved desktop issues.
- I wrote and reviewed tickets to request maintenance on various types of equipment.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Provided Tier 1 IT support to non-technical internal users through desk-side support services.
- Resolved escalated issues by serving as a subject matter expert on wide-ranging issues.
- Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
- Prepare new computers and mobile devices according to internal policies on standardized software and security deployments.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Updated software to safeguard against security flaws.
- Managed backup and recovery of data assets to safeguard system availability.
- Answered questions and provided information to customers about new software or hardware.
- Assign system permissions and set up computers to assist with onboarding new employees
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Translated complex technical issues into digestible language for non-technical users.
Slumberland Kenya LimitedNairobi
Customer Service Representative
01.2010 - 10.2011
Job overview
- Answered a constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Handled customer inquiries and suggestions courteously and professionally.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Clarified customer issues and determined the root cause of problems to resolve product or service complaints.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Actively listened to customers, handled concerns quickly, and escalated major issues to the supervisor.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Kenya Christian Industrial Training Institute KE
Diploma in IT System Support from IT System Support
2012-11
EVANO COMPUTER TRAININGKE
Certificate in Computer Programs from Computer Technician
2023-04
Skills
- Ul>
- Hand tool knowledge
- P > Power tool proficiency
- Project estimation and bidding
- Testing and evaluation
- P > Mechanical aptitude
- P > Dependable and Responsible
- P > Cultural Awareness
- P > Written Communication
- P > Google Workspace
- Teamwork and Collaboration
- Critical Thinking
- Maintenance and Repair
- Flexible and Adaptable
- Field Support
- Customer Satisfaction
- Team Support
- Computer System Diagnostics Software
- Troubleshooting Network Issues
- Software Deployment
- Technical Support and Assistance
- Payroll Policies and Procedures
Timeline
IT Field Support Technician
SL Communications Limited
12.2023 - Current
IT Technician
Boss Telecommunications Limited
01.2013 - 07.2017
IT Support Specialist
IDEA Telecom
01.2012 - 08.2013
Customer Service Representative
Slumberland Kenya Limited
01.2010 - 10.2011
Kenya Christian Industrial Training Institute
Diploma in IT System Support from IT System Support
EVANO COMPUTER TRAINING
Certificate in Computer Programs from Computer Technician
Similar Profiles
Bashirr M KamaraBashirr M Kamara
Managing Partner at Cognica International Engineering Construction Services and Trades Sierra Leone Limited (CIECOST SL LTD)Managing Partner at Cognica International Engineering Construction Services and Trades Sierra Leone Limited (CIECOST SL LTD)
Nevin PuttooNevin Puttoo
Accountant at Xeinadin SL LimitedAccountant at Xeinadin SL Limited
Surya PrakashSurya Prakash
Intern at SL AP PRIVATE LIMITEDIntern at SL AP PRIVATE LIMITED
Dr Elizabeth Wambui Muthondu MuthonduDr Elizabeth Wambui Muthondu Muthondu
Head of Dermatology DFMH at Kenya Defence ForceHead of Dermatology DFMH at Kenya Defence Force
SAMUEL MUNENE WAMBUGUSAMUEL MUNENE WAMBUGU
Finance Specialist – Accounts Payable at MTN Kenya LtdFinance Specialist – Accounts Payable at MTN Kenya Ltd