Imelda Kang'ongole
+255 765 761 557
Summary
Focused IT Engineer with solid research skills and data collection. Resourceful, flexible and committed team player. Dependable in meeting tight deadlines to meet demands. Highly-skilled in IT with high credentials in engineering. Succeeds independently or in team-structured environment to deliver solutions.
Eager Trainee Engineer with analytical mindset and ability to communicate complex matters in structured way. Reliable and committed to delivering high-quality work. Works well both independently and within teams to achieve goals. Logical professional with strong mathematical and critical thinking skills. Proficient in programming and web design. Aiming to enhance skills and be part of sustainable workforce.
Overview
3
3
years of professional experience
Work History
IT Specialist
Fast Ocean Cargo
Dar Es Salaam
11.2023 - Current
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Assessed issues to determine appropriate troubleshooting methods for remediation.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Conducted workflow analysis, space design or cost comparison analysis.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted in the implementation of new technologies and systems to improve efficiency.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Used remote login tools to assist clients with technical and product questions.
- Implemented backup procedures to ensure data integrity and availability.
- Implemented feedback from customer satisfaction surveys to improve service quality.
IT Support Engineer
Computer Center Tanzania Ltd
Dar Es Salaam
10.2022 - 11.2023
- Maintained inventory records of all hardware components within the organization's network.
- Assisted in the development and updating of technical documentation and support guides.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Oversaw daily performance of computer systems.
- Created technical documentation for internal use by IT staff members.
- Read technical manuals or attended conferences and seminars to maintain knowledge of hardware and software.
- Conducted remote diagnostics to identify and solve technical problems.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Provided guidance to junior team members while developing their skillsets in the field of IT Support Engineering.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Performed troubleshooting to diagnose and resolve complex technical problems.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Created and implemented new troubleshooting processes, improving efficiency and customer satisfaction while reducing costs.
- Maintained positive working relationship with fellow staff and management.
- Identified opportunities for process improvements within the IT department that could result in cost savings or increased productivity.
IT Supervisor
Moshi Municipal Council
Moshi
03.2022 - 09.2022
- Reviewing LAN and WAN architecture, Design, install and configure LAN and WAN infrastructure, Develop, implement and test network optimization plan, Troubleshooting and resolving problems relating to IT issues, Undertaking regular update of software and maintenance of hardware inventories.
- Analysed IT infrastructures within Moshi Municipal Council setting, reporting findings to Regional Commisoner.
- Supervised IT team of 4 to maintain, install and update IT systems in line with Management needs.
- Assessed data to determine areas for development and innovation.
- Instructed and guided staff in achieving project and business goals.
- Defined architecture, composition and modules for integrated information systems.
- Explored datasets to reveal patterns using statistics, database systems or artificial intelligence.
Education
Fortinet NSE 1,2&3 Certificates -
Computer Center Co. Ltd
Bachelor degree in Information and Communication Technology with Management (Bsc. ICT-M) -
Mzumbe University
MorogoroAdvanced Certificate of Secondary School Education -
St. Marie Eugenie Secondary School
KilimanjaroOrdinary Certificate of Secondary School Education -
Precious Blood Secondary School
ArushaCertificate of Primary Education -
Scholastica Primary School
MoshiSkills
- Technical reporting
- Application support
- Quality assurance
- ITIL framework
- Debugging
- Application installations
- Technical issue analysis
- Business intelligence
- Project implementation
- DevOps practices
Timeline
IT Specialist
Fast Ocean Cargo
11.2023 - Current
IT Support Engineer
Computer Center Tanzania Ltd
10.2022 - 11.2023
IT Supervisor
Moshi Municipal Council
03.2022 - 09.2022
Fortinet NSE 1,2&3 Certificates -
Computer Center Co. Ltd
Bachelor degree in Information and Communication Technology with Management (Bsc. ICT-M) -
Mzumbe University
Advanced Certificate of Secondary School Education -
St. Marie Eugenie Secondary School
Ordinary Certificate of Secondary School Education -
Precious Blood Secondary School
Certificate of Primary Education -
Scholastica Primary School
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