GRACE KANJA AMBROSE
Nairobi
Summary
Knowledgeable and dedicated IT expert with comprehensive experience in providing technical operation of ICT systems. Proven ability to troubleshoot and resolve complex issues, coupled with a strong background in system administration, network management, user support and ERP technical support. Possesses a solid understanding of diverse hardware and software environments combined with a commitment to staying abreast of emerging technologies. Demonstrates exceptional collaborative approach to working with cross-functional teams and balancing technical expertise with a customer-centric mind-set.
Overview
8
8
years of professional experience
1
1
Certification
Work History
ICT Technician
Kenya Meat Commission
Athi-River
01.2022 - Current
- Technical support: assist end users with hardware and software issues, troubleshooting problems and providing solutions
- Hardware maintenance: install, configure, maintain computer hardware including desktops, laptops, printers and other peripherals
- Software support: install, update, and troubleshoot software application used within the commission such as windows, MS Office, Zoho mail and ERP system
- Network support: assist with basic network troubleshooting connectivity issues and provide support for LANs and wireless networks
- User Account management: create, modify and deactivate user accounts ensuring proper access permissions
- Data backup and recovery: participating in data backup procedures and assist with data recovery efforts when necessary
- System administration: Manage and maintain commission’s ICT systems including servers, database, software applications and ERP software ensuring optimal performance and reliability
- Biometric access control system: Maintaining and monitoring the commission’s biometric access control system using the Ingress application
- Training end users: trained close to 15 users on how to use ERP system
- Achievements: Developed a proactive maintenance schedule that has extended the lifespan of computer hardware by 40% through regular check-ups and timely repairs
- Managed to achieve an 85% user satisfaction rating by providing prompt and effective solutions to hardware and software issues
- Successfully conducted one on one training sessions for staff on new software applications and existing applications, leading to an increase in user proficiency and reduced support requests
- Created detailed support documentation and guides for common issues, enabling staff to resolve problems independently and reducing overall support volume.
Public Service Commission- ICT
Graduate Trainee
04.2021 - 01.2022
- Assisting at the ICT Helpdesk
- Preparing, setting up and installing of new ICT workstations for employees, providing network access and related training
- Monitoring and inspecting computers and peripheral equipment
- Providing technical support to company staff
- Supporting implementation of ERP (Sage 300 and Sage x3) system and Data Expert
- Achievements: Developed a regular inspection schedule for computers and peripherals, leading to a reduction in hardware failures and extending equipment lifespan
- Identified and resolved potential issues during routine inspections, preventing major disruptions and reducing emergency repairs
- Played a key role in the successful implementation of Sage 300 and Sage X3, resulting in a 30% improvement in data management efficiency and system integration.
Presidential Digitalent Programme Intern
ICT Authority
Milimani Law Courts
- 03.2021
- Offering IT support: Performing data back up and transfer on laptops; Installing drivers, anti-virus and operation systems on desktops and laptops; Configuring and troubleshooting on Network; Setting up printers
- Data Entry: Updating case details on the Electronic Registry Form to the Principal Registry System; Registering old and new cases to the Judicial Case Tracking System; Mapping cases; Opening physical files for various cases and maintaining a good record of them; Confirming whether all the requisite documents of a case have been signed, paid for and attached
- Call Center Agent: Providing first level IT support to the external users via the phone calls; Keeping a record of all the customers’ conversations; Identifying customer needs, answering questions and providing solutions/alternatives to customers’ issues; Routing calls to the appropriate offices; Identifying and escalating issues to the senior ICT officer.
ICT SUPERVISOR (KNBS CENSUS 2019)
Kenya National Bureau of Statistics (KNBS)
07.2019 - 09.2019
- Providing technical support on ICT issues to content supervisors and enumerators in areas of supervisions: Setting up Virtual Private Network (VPN) for KNBS; Set up and maintain user access to KNBS servers; Troubleshoot and ensure proper running of Computer Aided Personal Interview (CAPI)Application on the census tablets
- Training content supervisors and enumerators on how to use CAPI application and the process of enumeration
- Offering general supervisory roles.
SHORT TERM EXPERIENCE IN MINISTRY (STEM) STAFF
Fellowship of Christian Unions (FOCUS)-Kenya
08.2018 - 07.2019
- Learner Oriented Training: Conducting need assessment, developing training concepts, facilitating trainings and contacting facilitators to carry out various trainings
- Mentorship: Mentoring students in leadership development and holistic growth
- Guidance and counselling: addressing different issues affecting students such as broken relationships, coping in an evolving world, academic struggles, broken families and personal struggles
- Resource mobilization: Raising money to facilitate STEM program.
INDUSTRIAL ATTACHMENT
Kenya Port Authority
Mombasa
10.2016 - 12.2016
- Installing drivers, anti-virus and operation systems on desktops
- Installing hardware and troubleshooting of desktops and laptops
- Installing application software (Office 2007 & 2010), KWATOS and forefront
- Installing and configuring SAP client
- Configuring and troubleshooting internet and MS
- Outlook
- Developing and implementing an effective maintenance and service routine for IT equipment i.e desktop, laptops, scanners and printers
- Installing different printer drivers and troubleshooting printers
- Pulling of UTP cable and fiber optic cable
- Performing data backup and transfer on desktops and laptops
- Configuring and troubleshooting on Network RJ45, VHM, HHT and detecting of network failure on faulty cables and wiring closets.
Education
Bachelor of Science- Computer Science, Second Class, Upper Division -
Moi University
Kenya Certificate of Secondary School (KCSE) -
Limuru Girls Secondary School
Kenya Certificate of Primary school (KCPE) -
MCK Chaaria Township
Skills
- Network administration
- Software and hardware troubleshooting
- User Support
- Application installations
- System administration and maintenance
- Python for Data science
- Data visualization & analysis
- Basic skills in Statistical Package for Social Sciences (SPSS)
- Microsoft Azure Fundamentals
- Data recovery
- HTML & CSS
- Developing training modules and conducting trainings
- Carrying out research and reporting
- Active listening
- Excellent knowledge sharing
- Empathy
- Attention to detail
- Adaptability
Certification
- Data Science, Modcom Institute of Technology, 14th Oct. to 14th Nov. 2019, MM/DD/YY
- Microsoft Azure Fundamentals certification, Microsoft, 15th June to 29th June 2020, MM/DD/YY
References
- Mr. Brian Okeyo Ag. ICT Manager, Kenya Meat Commission, P.O Box 2-00204, 0720309130, bokeyo2012@gmail.com
- Mr. Eustace Kithinji Programme Coordinator, Lift -Up The Vulnerable (Luv) USA/WFP, 0720572078, eustacekithinji@yahoo.com
- Mr. Evans Karanja Missions Coordinator, Fellowship of Christian Unions- FOCUS Kenya, P.O Box 781-00618, Nairobi, 0724992714, evagaka@gmail.com
Hobbies and Interests
- Working in a culturally diverse environment
- Volunteering in various community development projects
Timeline
ICT Technician
Kenya Meat Commission
01.2022 - Current
Public Service Commission- ICT
Graduate Trainee
04.2021 - 01.2022
ICT SUPERVISOR (KNBS CENSUS 2019)
Kenya National Bureau of Statistics (KNBS)
07.2019 - 09.2019
SHORT TERM EXPERIENCE IN MINISTRY (STEM) STAFF
Fellowship of Christian Unions (FOCUS)-Kenya
08.2018 - 07.2019
INDUSTRIAL ATTACHMENT
Kenya Port Authority
10.2016 - 12.2016
Presidential Digitalent Programme Intern
ICT Authority
- 03.2021
Bachelor of Science- Computer Science, Second Class, Upper Division -
Moi University
Kenya Certificate of Secondary School (KCSE) -
Limuru Girls Secondary School
Kenya Certificate of Primary school (KCPE) -
MCK Chaaria Township
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